Delmarva Power

Revdex.com:
" line-height: 150%">I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meHowever, my concern is that for months now, I've been told that the charges would be removed and I received a letter from collectionsIf I continue to receive notifications, should I reach back out to the Revdex.com
truly appreciate your assistance with this matter!
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11113876, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My house is a little 2 bedroom house. I hardly run the air conditioning because I am never home. I have repeatedly asked delmarva to send someone out to check if someone else is using my electricity. They always say they will and to no surprise nothing is done. I should not have big bills like this. And I have been with delmarva for almost 5 years why in the world.would.they increase my deposit. I am only looking to get help. Get someone out here to check why so much energy is being used. This is ridiculous to have such high bills when I work 10 hour days 6 days a week. I also do not have wifi 
Regards,
[redacted]

Customer's current balance $141.29 and his billing has been corrected based on the customers read on 8/7 and reread on 9/28. A request to activate customers smart meter to obtain wireless readings has been issued as of today.  We are currently physically reading the meter and it appears we are...

not getting access to the gas meter for a reading.  [redacted]

Attached, please find a copy of the final bill for services rendered at [redacted]  Per the notations on the account, Mr. [redacted] contacted our Customer Service Department on February 16, 2016 and requested to have the service at that location ended as of...

February 29, 2016.  The attached bill reflects the final bill for services rendered through the requested date of February 29, 2016.  Our records also indicate that Mr. [redacted] requested to start service at [redacted] as of February 19, 2016.  The final bill mailing address was updated to the [redacted] address and the order to was placed to connect service at the new location for February 19, 2016.  On February 18, 2016, Mr. [redacted] contacted Delmarva Power and requested to cancel the pending order for service at [redacted] as he would not be moving to that location.  No final billing mailing address was provided so the final bill for service was sent to [redacted] as that was the last address on file provided by Mr. [redacted].  The balance owed is $273.89 and has been directed to a Collections Agency.

Customer set up a monthly budget via DPL's online website-my account. Due to a glitch in DPL's billing system customer was billed for  the customer charges only, she received bill invoices from April to September for electric/gas charges ranging in the amount due of $4.59 to $20.76. Although...

the amount due was incorrect the summary of the customers actual charges did appear on the bill under the Summary of Charges section. The current amount due is $262 as of the November Bill, (billed $277 less $15 payment=$262). Customer  paid $15 on 11/13 and was set on a 6 month installment plan of $156+ her $121 budget. Customer was advised by rep $277 is the budget and the installment amount, the deferred amount is $1093.  I pulled the call between Ms. [redacted] and CSR-[redacted] and confirmed that [redacted] advised the customer the same.

On 8/20/15 Ms [redacted] requested the credit balance of $106.13 from her prior account be refunded.  A request was sent that same day and a check of $106.13 was mailed out on 9/17/15.  Please relay our apologies for the delay to Ms. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from Delmarva Power we received today was inaccurate and incomplete. The report mischaracterizes the sequence of events and leaves out the most important piece: the fact that our second set of NINE months' bills (received by mail May 19, 2016) dating back to September 2015 say "actual" beside gas readings that had originally said "estimated", thus altering the total payment due for each month. This appears to attempt to justify the overcharges that began in March 2016. This new "actual" set of bills is IMPOSSIBLE since our home's malfunctioning meter had been replaced twice during that time period. HOW did Delmarva GO BACK in TIME and "read" a malfunctioning gas meter for NINE separate months that had already past and been paid in full? Furthermore, how did past bills (Sept 2015-March 2016) get recalculated and now somehow reflect later payments made this year in the balance. For example, the September 2015 bill now reflects an April 22, 2016 payment among other random dates. It does not, however, show our complete April 22, 2016 payment of $300; instead it shows less than $100 paid. We must look at October 2015 to find the rest of that payment. Delmarva owes us an explanation for these deceptive and fraudulent billing procedures.
The report today skipped several key phone and email conversations we'd had. The report writer (name unknown) failed to even proofread this before submitting. This lack of attention to detail highlights the carelessness Delmarva uses to deal with customer service concerns.
The dates mentioned in their response to Revdex.com are incomplete, as well. They did not mention repeated technician visits during the summer of 2015 when they replaced equipment. They also did not mention our call to them in early fall of 2015 asking about the drop in cost on our gas charges. We were told then that we'd been overcharged by estimated billing up to that point and we had a credit. They said our account was correct.
The spreadsheet attached today was incorrect. It skipped the month of October 2014 entirely, for example. It included two entries for March 2016 and April 2016, as well. What message was this spreadsheet supposed to be conveying? It was not at all helpful; instead, it was another example of Delmarva's inept handling of this issue. How can they be trusted? None of their "readings" can be believed. At this point we are more confused than when we'd started this inquiry earlier this year. 
In closing, we do not have any documentation other than your Revdex.com email and attachment that shows Delmarva's position at this time. We do not know what they are planning to do to rectify this issue, and we do not have confidence in their business practices at this point. 
We have already been in touch with the Delaware Attorney General's office, the Philadelphia media and two private attorneys. We will not be satisfied until this is resolved completely and accurately. Hopefully, Delmarva will contact us and be transparent with their position so we can reach a reasonable compromise. If not, we see no other recourse and will pursue legal action.
Regards,

Delmarva Power was first contacted on 3/14/17 at 8:17 PM this area had already been identified as part of a known outage in the area.  The customer was advised of the estimated time of restoration which was 3/15/17 at midnight.  The customer called back on 3/15/17 and was advised that our...

records were showing that the outage at the location had been restored.  Due to the fact that this was an AMI meter the meter registered was pinged and found to be active and on.  It was suggested to the customer to check the breakers and contact the landlord at the property.  After further review, the service at [redacted] was requested to be disconnected on 3/14/17 and that service is showing inactive.  A service order has been issued for a remote reconnection to be completed in order to have that service restored and a potential meter mix up investigation to be conducted.  If the meters sockets were marked incorrectly then DPL has know way of knowing that information and we can only go back on the meter that we are showing registered to the meter.  In the event the meter mix up is confirmed both account will be adjusted accordingly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is Dissatisfied it did post to my account and took 7 days this was not my banks  issue
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. On 12/29, prior to filing this complaint, I called Delmarva Power and spoke with someone about my bill. She could not answer my questions, so I  asked to speak to her supervisor. One was not available so I was told that I would receive a call the next day, which did not happen. So during that call, I paid my bill in full (minus the fee) which was $425.48. I was very clear that my payment was to be applied to my bill and not the $295 fee, as I was waiting to hear from the Revdex.com. I just received my bill for this month a few days ago and it shows that they took the $295 fee from my $425.48 payment, making my December bill late since the money which should have been applied to that bill was redirected to cover their fee. This is clearly an example of their shady business practices because they are making me late yet another month by taking their fee from the money that was intended to go to the bill. In doing that, they are stretching out another month until which I can get my $295 fee back and adding yet another false example of my "delinquent history".  I was assessed this fee without any prior notification or warning. It was not until after my phone conversation on 12/29 that I received any written notification or explanation regarding this fee, which arrived in the mail several days later. I do not accept these new terms of our contract.

Current balance is based on meter readings that the customer has verified by taking readings of her own. Delmarva Power's position has not changed after review of customer faxed information. Delmarva Power is more than willing to offer installment plan on current balance.

I spoke to Ms. [redacted] and advised that after further review the prior adjustment was completed incorrectly.  The meter was initally installed at the location on 9/8/15 with a start reading of zero.  After further review I located the prior test results which the meter reading was recorded on...

11/24/14 of 27695.  The meter should have been installed with the reading of 27695 when it was put back into the field on September 8, 2015 instead of zero.  This incorrect install reading caused the usage to appear higher than what it really was.  I advised Ms. [redacted] that I would be having the account adjusted and would provide her with a statement of the adjustment once it has been completed.

The initial application was received by Delmarva Power on February 19, 2015.  The approval to install was provided on March 12, 2015.  Part Two of the application process was received on April 13, 2015.  The order to exchange the meter was completed on May 28, 2015 and the permission to operate the system was completed on June 2, 2015.  There is no regulation surrounding the length of time a meter is to be installed from the completed application process.  Delmarva Power completes these in the order that they are received.  Ms. [redacted] was advised in error by her contractor that the process would be completed within 30 days.  She was not advised of this information by Delmarva Power.  No refund is warranted on the account.

The customer was enrolled in a payment arrangement with Delmarva Power which required a payment to be made by the due date on the bill. The full payment was not received, which caused the arrangement to end. There was a past due notice that was sent notifying the customer of the possibility of...

disconnection due to non payment on or after 11/5. Services were disconnected on 11/9. Delmarva Power did accept a lower amount than the past due amount to restore service. The payment was made and services have been reconnected.

Revdex.com:
[redacted], and have determined that this does not resolve all issues of my complaint.  For your reference, details of the offer I reviewed appear below.
Delmarva Power did install the two-way meter on May 27, 2015 and we had permission to operate on June 2, 2015.  Delmarva Power states that they will install the two way meter within 30 days.  The thirty days was on May 2, 2015.   Delmarva Power still owes me  reimbursement for electricity charges from May 3 through June 2, 2015. 
I want my bill from Delmarva Power credited for the electricity from the dates listed above

DPL's position remains the same,  The $295 deposit assessed to customers account was warranted due to the delinquency of the account and is not eligible to be waived.  Customer has been carrying a balance each month back to 2013. Customer contacted customer service on 12/29 to dispute the deposit and stated he will not pay the deposit and will have his  wife [redacted]  call back to speak to someone else. On 1/27 someone named [redacted] called in to discuss the account and was advised by the CSR  that because she was not the customer of record they was not able to discuss the account, that was the last communication received on the account. The assessment of the security deposit policy is part of DPL's tariff that is approved by the Delaware Public Service Commission. If the customer does not have an installment plan set up for his deposit any monies received will be applied to the deposit first.

[redacted] and [redacted] are the account holders at [redacted].  Ms. [redacted] was also an account holder on a prior account at [redacted] (old account # was [redacted]).  A balance of $2,925.28 was left...

unpaid on the Washington St account and was transferred to Ms. [redacted]'s current account.  This transfer is valid as Ms. [redacted] is a customer of record at Tatnall St and Delmarva Power can transfer unpaid customer balances to their active accounts    We can work with Ms [redacted] on payment arrangements.

A new customer called for service but provided an incorrect address. This resulted in the party that was currently there to have their account ended. The correct party called Delmarva Power and the problem was corrected.

deposit refund of $122.45 was mailed out to [redacted] to 7[redacted] on 6/16/14; however, the check was returned by the post office.  ACE mailed the original check again to the same address on 8/15/14.  We regret the delay in mailing the check again and...

apologize for any inconvenience this causes [redacted].

Revdex.com:
Verdana;">I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,