Delmarva Power

Delmarva Power was requesting information faxed to show this was a new party moving into the propertyThere was a balance owed at the location, so Delmarva was attempting to differentiate between the previous party and the new partyWhen information was faxed in, it was not legibleDelmarva asked
for contact information for the owner but was deniedThe situation has since been sorted out and service turned on after the owner called to confirm there was a new party moving in

After further review of this account I have requested a refund to be processed for $for the security deposit. The account has only had one late payment within the past months. The Maryland Tariff does state that customers in Maryland may have one late payment within a month
period and still qualify for the deposit to be refunded

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,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is ALMOST satisfactory to meI am not completely satisfied because I was quoted a higher security deposit than the original call; but, what they were able to do resolves the issue and I will consider the situation satisfied.
Regards,

A final notice was sent to the customer on June 24, advising them service may be interrupted on or after July 9, for a past due balanceThere were
three letters and three phone calls made to the customer this year advising them of a past due balance and returned checksOur
records show the customers
wife called to discuss payment arrangements on July 18, (nine days after the disconnect date)Unfortunately her name was not on the account at that timeDue
to privacy reason’s we are unable to discuss an account or establish payment arrangements with anyone other than the customer of recordOn July 23rd the customer
of record and his wife called to discuss payment arrangements (Her name has been added to the account.)The order to disconnect service had been issued on
the account for that dayThe customer made the payment needed to stop the disconnect and unfortunately the order was not cancelledThe service was
disconnected at 3:PMThe order to restore service was issued at 3:PM and was completed at 4:PMWe apologize for any inconvenience the customer may
have experiencedThe service charge of $to restore the service has been removed from the accountPayments for service’s rendered are due to be paid in full by
the due date on the billIf a customer is unable to pay the balance in full, payment arrangements are available in most casesIt is important customers
contact the Company to discuss payment options prior to the order being issued on the account

I have called and left a voice mail message for Ms***. Account was initially set up on a month payment arrangement on 10/27/16. In response to Ms***'s initial inquiry to the Revdex.com DPL agreed to extend the payment arrangement to a mointh payment arrangement on 12/9/16. The terms of the renegotiated payment arrangement did not require an initial payment. The terms of the payment arrangement required monthly installment payments of $plus the current bill and one final installment of $plus the current bill. The payment arrangement and terms were reflected on the December bill which I have attached. A payment of $($current month electric charges plus $installment) was due on January 5, 2017. No payment was made on the account so the payment arrangement was cancelled. Ms*** spoke to a Customer Service Representative and DPL agreed to set the account on a new month payment arrangement based on a payment of $on January 27, and an additional payment of $to be paid on February 13, 2017. Ms*** did make the requested payment of $244.00. In order to remain on the month payment arrangement she would be required to pay the remaining amount of $on or before 2/13/based on the agreed upon terms

DPL's position remains the same the security deposit is warranted and is not eligible to be waivedAgain the deposit policy is part of DPl's tariff and is approved by Public Service Commission

I have called and left a voice mail message for Mr*** and I have emailed him DPL's response today. Our records indicate that the total balance on the account is currently $1580.45. There have been two prior broken payment arrangements on the account within the past months.
The terms and conditions of the payment arrangements are listed on the monthly bills are the due date is specified on the bills each month. The account has been noted that DPL is willing to accept a payment of $in order to avoid the service from being disconnected and to place the remaining balance on one final month payment arrangement. There is currently a pending order to disconnect the service scheduled for Tuesday, February 6, 2018. Per the email I sent to Mr***, I advised that the payment of $would need to be paid prior to the service being disconnected so it was imperative that he make the payment as soon as possible. I also confirmed that once the payment arrangement has been established the terms of the payment arrangement would require monthly installment payments of $plus the
current monthly electric and gas charges and one final installment payment of
$plus the monthly electric and gas charges. The account has been noted of the special agreement so any representative at Delmarva Power will honor the same

I was unsuccessful in contacting *** ***, on 6/I left a detailed voice mail message to advise that his refund adjustment was complete as of June and his check for $was mailed to him on 6/I left my telephone number for a return call if he has any more questions or concerns.
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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
We have not been contacted by the DPL Claims Department as the letter states. In addition, The Security deposit has not been removed as requested. Unfortunately, once the power is disconnected hard working people will lose their jobs. It shocks & saddens me that DPL/PECO chooses to conduct business in such a manor. I have offered to bring the account current & keep it current minus the security deposit however, DPL/PECO would rather put people out of work. The bill was run up by a previous owner and we are made to suffer for itI guess the message to small business is forget you, we'll take care of the big companies first. And everyone wonders why more small business close each day than open. Soon a handful of massive companies will run the entire country and small business will be erased from existence. Thanks DPL for selling out to PECO, from everything I've read, they are one of the most hated companies in the US. They certainly live up to it!
Regards,

I spoke with *** *** customer has a account balance for $8628.00. Service was disconnected 10/3/2016. Customer has only made three payments with in the last two years. The minimum amount I can accept would be $to restore service and set up a payment plan
for the remaining balance. Customers medical was for refrigeration. I offered agency assistance

Delmarva Power has issued two separate refund checksThe 1st check for was sent on 1/19/17, and the 2nd check for was sent on 1/24/I left a voice message for the customer with my direct number to advise of the sameDelmarva Power apologizes for the delay in the issuing of the
refund checksThe initial overpayment was a result of the customer being signed up for the auto pay option on our website, which deducted after a manual payment was made to the account

Business
Most Recent Message
Date 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

Customer was mailed refund check 3/27/Check was cashed 3/31/Customer states bank showed as returned days laterCustomer sending in proof of check being returnedOnce received, Delmarva Power will expedite new refund checkIf our error, will request fee to be reimbursed with proof
of charge

Upon reviewing this complaint, it was discovered that the customer's matter has been resolvedThe customer's deposit and the associated late fees were waived by a SrCustomer Service Representative today August 25., in response to a letter received on August 24, 2017. The
Representative left a message for the customer advising of the aboveI also left a message for the customer advising that the deposit was waivedI also reviewed the account to assure only the number listed above is present on the account
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SrRegulatory Assessor

The adjustment still pending. Due to incorrect install reading account needs to be corrected back three customer's. I am working with our billing department to process the adjustment. I have completed a manual calculation for Ms***'s account. Total corrected balance once adjustment processed will be a credit of $which includes all usage through August 2016. I have updated the hold on Ms***'s account until adjustment is completed

I have reviewed ***’s case file. Ms*** had service in her name at *** *** *** *** *** *** * *** until 8-31-15. A final bill was issued showing a balance of $1,129.79. In August *** *** called for service at ** ** ***
*** *** and service started for him on 8-28-15. In Dec we discovered that *** *** was living at *** Dr with *** and her outstanding balance was transferred. At that time we accepted a payment of $and set up her remaining balance on a 12-month arrangement (bill + $51.44). In Jan we made corrections to the ***’s Sep through Dec bills and new updated bills were issued. The ***’s payment arrangement broke in Feb due to non-payment. In Mar the ***’s called wanting to include the updated Sep through Dec charges into the arrangement; however, this request was denied as the ***’s have made no payment to the account since the $on 1-5-16. Since the account opened in Aug 2015, the ***’s have made a total of two payments: $11-21-and $1-5-16. The ***’s now owe a balance of $2,071.88. In regards to payment arrangements and to avoid disconnection of service, Delmarva Power is willing to accept an initial payment of $and then will extend a final 12-month arrangement on the remaining balance (bill + $129.25)

I called customer on June 13,left a voice mail message. Customer moved to this
address and she is upset we gave her another another account number and we are billing her for a deposit. She said we put a deposit on the account without her knowledge. She’s on a fixed amount every week which equals $a month. We spoke with customer on 3/28/when she moved to this address we advised her of a security deposit would be required for $and we set up a payment plan for months to pay the deposit. We spoke with customer again on 6/7/and reset the payment plan and gave her months to pay the deposit

I have called and left a voice mail message for Ms***. The gas account started estimating consumption in May due to a loss of communication with the meter. Several attempts were made to gain access to the meter to address the issue but due to timing and access availability DPL
was unable to gain access to the meter to address the issue. The gas account was first adjusted in May based on a reading supplied to DPL by Ms***. The account was then adjusted again in June after the meter was exchanged. After further review of both adjustments I have directed the account to our Billing Department to correct the prior adjustments. The total estimated consumption initially billed was for CCF's. The second adjustment processed in May which was based on the customer provided reading reduced this consumption to ccf's. Upon the meter being exchanged, only a portion of the adjustment was completed and the usage was not properly distributed. This partial adjusted reduced the total usage to ccfs. After completing my further review of the account, the last actual reading on the gas account was on 4/6/for 1065. The reading obtained from the meter when it was removed on 6/13/was 1980. This reading was confirmed when the meter was shipped to our meter shop for testing. This confirms that a total of cc's of gas were consumed at the property during that time period. I have directed the account to our Billing Department and requested that the total usage of ccf's be billed with 90% of the usage being distributed during the winter months and 5% of the usage being distributed during the summer months which was in line with prior history at the location. I have included below the corrected readings and consumption that has been directed to Billing for the adjustment. The new meter that was installed at the property was estimated for July. An actual reading would need to be obtained from the meter in order for the full adjustment to be processed. Our Billing Department will be reaching out to Ms*** directly to obtain access to obtain an actual reading and address any communication issues still existing with the newly installed gas meter. Please note that both adjustments completed on the account were related to the gas charges. There have been no adjustments made to the electric service at this location

The deposit policy is outlined in the DE Tariff and states:
Customer's Deposit to Guarantee Payment of Final Bills
The Company shall require a cash deposit from an Applicant or an existing Customer for each account until satisfactory credit is established to guarantee payment of final bills for service renderedThe Company reserves the right to hold either an aggregate deposit for all accounts for a single Customer or multiple deposits for separate accounts for a single CustomerWhere the Company holds more than one deposit for separate accounts for the same Customer, the Company shall administer each deposit individuallySuch deposit shall not be more in amount than two-twelfths (2/12) of the estimated annual applicable Delivery Service revenue or combined Electric Supply & Delivery Service revenue, or as may be reasonably required by the Company in cases involving service for short periodsService may be denied or terminated for failure to pay a deposit when requestedDeposits shall not be applied against current delinquent bills
Payment arrangements are available upon request