Delmarva Power

Ms. [redacted] has had four late payments in the past 12 months, which is impacting her payment rating with Delmarva Power.  As a result, a deposit will be required for any transfer of service.  Ms. [redacted] was advised of this and we agreed to split the $150 deposit into six installments.

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.
I fully understand the usage is related to temperature. However, as I stated in my original message, the reason I raise this concern is when I comparing my bill to others in the community and a nearby friends, it seems high. A further example is that, for most recent bill, mine is higher than my friend's, who owns a town home more than double the size of my apartment. Beyond, he also has basement and garage. And he has 5 people at home and the temperature remains 72 degrees all day long while I usually put it at 68 degrees and put the temperature down during day time. Although the meter is relatively new, it does not guarantee that it works properly.
 
I just made a simple request for them to send somebody to check the meter onsite and I will accept the result if there is no problem. However, what I do not understand is, why they refuse to do that again and again.

I reviewed Ms [redacted]'s account, due to a defect in our billing system customer received adjusted billing from June to Dec Bill, as Ms [redacted] stated she received the adjusted bills that did not show her payments.  The bill mailed on 1/27 showed all payments that were credited to her...

account. This matter has been resolved, customers current bill was sent 2/25 with her current charges of $145.68 balance due.  I called customer to apologize for any inconvenience she may have experienced, left a voice mail for a return call to my direct # if she has any concerns regarding this issue.[redacted]

I have sent the customer provided photos of the returned check information from their bank to our Credit Department for further review/investigation. Due to the check being cashed initially, it is taking longer than normal for verification of the payment being returned. The issue has been escalated internally and if verification is made that the payment was indeed returned, the refund check will be expedited. I also contacted the customer via email to provide the proof of 12.50 returned check fee being billed through the bank for reimbursement.

Our records indicate that Ms. [redacted] was set up on the EUSP budget on December 15, 2015.  The balance on the account at that time was $1106.35.  The budget start month was January 2015.  The account was set for the budget amount of $211.00.  The budget amount was then reduced to...

$164.00 as of February and the EUSP payments of $45.00 were applied to the budget amount each month.  The only payments that were being applied to the account each month were the EUSP assistance payments of $45.00.  The first customer payment made on the account was in July 2015.  A notice was sent to Ms. [redacted] on October 2, 2015 advising that a payment of $1617.44 would be required in order to bring the EUSP budget current and to remain on the program.  Ms. [redacted] contacted DPL on October 8, 2015 and was provided the option to make payment to remain on the EUSP budget or she could be removed and set up on a 12 month deferred payment arrangement.  An initial payment was accepted and the balance was placed on a 12 month payment arrangement.  This arrangement is currently in good standings.

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.Delmarva Power has had months to review my account and process a refund. Delmarva has now corrected my account balance, but the refund that I was advised of ("I spoke to the Supervisor in our Credit Department today and he advised that he would be processing the request for a refund check for the total amount of $88.03 on Monday, January 4, 2016 once the deposit reversal is posted.  I was advised that you should receive the refund check of $88.03 on or before, Friday, January 8, 2016.") still has not been received.

I called and left a voice message for the customer 9/14. At this time Delmarva can accept a payment of 75 % of the overall balance for reconnection. The balance remaining can be placed on a 12 month installment plan. The security deposit can also be placed on a 6 month installment plan. There...

have been 3 broken payment arrangements over the past 12 months, so Delmarva has tried to work with the customer regarding the balance.

the $15 credit was applied to [redacted]'s account on 7/3/14 and reduced her August bill by $15.  [redacted] paid the reduced August and does not have a credit on her account.  A refunded check will not be issued, since the credit reduced the amount due.

I have been in my Apartment since The beginning of February of 2016, and called to switch the electric to my name, it is now almost June, I have called these people and actually went to their location in Millsboro to get billing fixed and sill haven't received anything, if you think you're going to charge me $500 $600 and expect to pay that all up front you're out of your mind. I have been waiting and waiting for a bill for too long now. I want something fixed. Without going broke on someone not doing their job.

The deposit was billed in accordance with COMAR and Delmarva Power policy and will not be waived.

We have recalled the account from collections and closed it with the collection agent.  We apologize for this over-sight.

Delmarva Power's position remains the same.  The electric service at the location has been active at the property since 2017.  The service was never physically disconnected prior to Ms. [redacted] moving into the property.  A reading was obtained on 4/28/17 and the service was transferred over to her name to assume responsibility for the registered usage from that point forward.  Any delay in Ms. [redacted] moving into the property was not a result of any actions related to the status of the service.

A disconnect notice was mailed to the customer on 1/20/17 and again on 5/18/17. Copies of the final notices are available to the customer if needed.  DPL does not charge a fee for disconnect notices. The $65.00 was billed to increase the customer’s security deposit being held by DPL based on...

his current usage. Per the Delaware Tariff the Company may bill or increase a deposit at any time when an account is delinquent. The additional $65.00 deposit charge was waived on 6/1/17. The customer made a payment of $275.00 at the DPL Walk in Office on 5/31/17. When a payment is made on an account at the Walk in Office the payment shows on the account as pending. The actual payment posted on the account 6/2/17, 48 hours later. We apologize if the customer was not provided with information regarding energy assistance.  Customers may access the information by dialing 211 on their phone or enter 211 Delaware on a computer. Reset customers IP.

Customer was billed a $225 security deposit on 3/2/2016 at his new account. His deposit has been waived as a 1 time only courtesy.  Our records indicate that he has not establised excellent credit on any of his accounts, therefore the deposit was billed. If customer does not pay his bill on...

time by the due date each month he will run the risk of the deposit being assessed and it will not be eligible to waive.

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.
 I could attach dozens of statements showing the account paid on time. The 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 warranted. I have already given Delmarva their deposit and expected the reply to detail that it would not be returned. It'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,

Revdex.com and Delmarva:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I am saying this only because I need power and Delmarva has shown a willingness to turn it off even though they made the error, not me. What choice do I have but to accept? The regulations regarding Delmarva's errors need to be changed so they do not allow them to make errors and then pass them on to innocent paying customers. The supervisors at Delmarva are incompetent and cold, and if I had ANY CHOICE to select another provider, I would NEVER deal with Delmarva. I cannot visit my sick mother in another state because of your incompetence! Because I did not plan for YOUR ERROR, my savings have to go to Delmarva instead of visiting her; she is 86 so you should think about what that means. DO YOUR JOB RIGHT!! YOU AFFECT PEOPLE'S LIVES WITH YOUR INCOMPETENCE AND CALLOUSNESS!!!!
Anne Morris

Customer was assessed a deposit of $880 on 1/16/2016 due to the delinquency of his account, customer has received 5 disconnect notices since 7/2015. Customer was assessed a deposit on 9/17/2015 and it was waived as courtesy on 9/22. Customer has also had 3 broken payment arrangements within the past...

12 months.  DPL's deposit policy is part of ourtariff which is approved by the Public Service Commission. DPL is willing to set the deposit on a 6 month payment plan of $141 + Current bill.  Customer's deposit is warranted and is not eligible to be waive. The deposit can be refunded once he has reestablished his credit worthiness to excellent or good by paying his balance to a zero balance and pays his bill in full each month by the due date for 12 consecutive months.

I have reviewed Ms [redacted]'s electric account. Customer was billed a security deposit of $150 7/2013 and DPL received the payment in full 9/2013. A security deposit is refunded to the customer once they have established Good/Excellent credit by paying their bill in full and on time by the due date. DPL...

has been holding Ms. [redacted]'s deposit since 2013 because she has not established Good/Excellent credit due to the delinquency of her account.  An increase of $145 was assessed to Ms. [redacted]'s account (total deposit of $295) with her December Bill due to the delinquency of her account and customer has also received 2 disconnect notices within 12 months. The increase of the deposit is due to the increase in the customers consumption since the previous deposit was billed.   Customer was not billed an additional deposit of $295, if there is an existing deposit on the account the deposit will show that it was refunded and applied to the account and a new deposit is billed for the total new deposit amount.  The deposit is warranted and is not eligible to be waived. The deposit can be refunded after customer has zero balance and the bill is paid in full by the due date for 12 consecutive months.

Ms [redacted] has a current balance of $599.70.  DPL's records indicate that her deposit was waived as a one time only courtesy on 1/29/2016.  Customer was assessed a deposit due to receiving 2 disconnect notice within 12 months.  The assessment of the deposit is part of DPL's tariff...

that is approved by the DE Public Service Commission. DPL's, new billing system will assess a deposits automatically if the customer has received 2 disconnect notices within a 12 month period if the customer does not have a deposit on hand.  The deposits  will be refunded once the customer has reestablished good or excellent credit, by paying the account down to a zero balance and pays the bill each month in full by the due date for 12 consecutive months. If the customer does not establish good or excellent credit with DPL due to the delinquency of the account the deposit will be held on the account until the account is closed and will be applied to the final bill, if there is a credit balance a refund check will be mailed to the customers final billing address.  Customers future payments must be paid in full by the due date each month or she may run the risk of having another deposit assessed, which will not be waived.[redacted] 2/16/2016

The customer stated he experienced a power surge on August 12, 2016. He contacted Delmarva Power to file a claim that same day. During that phone conversation, the customer requested a supervisor visit him at his home. The call center representative advised that would not be possible.  ...

The claim which was filed is still under investigation by our Claims Department. Once the issue has been decided upon, the customer will be contacted.