Delmarva Power

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.

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

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

8/17/15 spoke with mr [redacted] -- 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 normal increased usage is why jul is higher.  however, jul 2015 usage is still about  40% less than 2014 so his solar is definitely working.  customer understands now and is ok.

Verified customer's mailing address via email. Refund check of $115.70 was Fedexed for overnight delivery on 5/11.  sent customer with Fedex information. Please see below:Scheduled delivery:Thu, 5/12/2016 by 4:30 pm[redacted]
[redacted] 
[redacted]
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Company: PHI Service Co  Pickup Type FedEx Express Confirmation no. ILGA220  Tracking # [redacted]  Total no. of packages: 1  Country/Location: US  Total weight: 1  lbs  [redacted]
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I spoke to Ms. [redacted] advised that name was spelled wrong changed spelling of name to [redacted] from [redacted] also changed last name on acct from KNOLL to [redacted]....per customer request updated information in My Account to change email address and associated both of her accounts to her my...

account.  Advised would update hold on acct so that no late payments would be assessed on the account due to issues with access to her My Account.

Delmarva Power's position remains the same. The customer had an original deposit of 385.00. The representative at the time service was requested advised of 385.00 deposit and that the deposit would be split into 3 installments. This explains why the first bill showed deposit installment of 128.00. The full bill of 318.67 was not paid, and the installment plan ended. This caused the following bill to show the full security deposit amount.

Our records indicate that Ms. [redacted] started service at [redacted] as of September 11, 2014.  The account was assessed a move in security deposit of $230.00 at that time.  Ms. [redacted] paid the $230.00 security deposit in full on October 10, 2014.Per the Delaware...

tariff, Delmarva Power can assess a security deposit to any new or existing customer until satisfactory credit is established. The deposit is calculated as two months of the estimated average annual electric and or natural gas bill.  The deposit at move in was based on the prior usage at the location from the past 12 months.The account was assessed two disconnection notices and our billing system completed an automatic review of the security deposit on file.  Due to an increase in usage the security deposit was increased to $350.00.  The $230.00 deposit that was initially assessed on the account was applied towards the total deposit of $350.00 leaving $120.00 of the deposit outstanding.  I have attached a copy of Ms. [redacted]'s usage history for your records.

Ms. [redacted] owes a prior balance of
$2068.27 and has been aware of this balance for many years.  In 2007 the DE State Service Center assisted
her with the bill and paid $500.00 on the original balance of $2568.27.  Our records also show in September 2012 she
was advised again of the...

$2068.27 balance when she called Delmarva Power asking
about the balance owed.  Although she
been aware of the balance owed for many years, she has made no attempt to pay on
her outstanding balance.   This balance
represents regulated charges that were billed to her for services she used in
accordance with our Tariff.  As regulated
charges they are due and will not be forgiven; however, we will accept 50% of
the balance $1035 in order to grant new service and then offer her a 12 month
arrangement on the remaining $1033.27.

Our records do not indicate that Mr. [redacted] was set up on the Direct Debit program so his bank account would not have been deducted for Billing without his authorization to process a payment or unless he scheduled on from his My Account profile.  I reviewed all of the notations on the account and I could not locate any notations indicating that Mr. [redacted] had authorized an agent from Delmarva Power to process a payment for the final billing amount.  Collection notices are system generated and based on the address listed on file at the time they are printed.  Attached, please find the copy of the notification letter that was sent for this outstanding balance prior to it being directed to collections.

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 [redacted] left message on answering machine.....customer concern about billing him a deposit and not sending him any correspondence.  We have sent him notices that a deposit could be required.  Mr [redacted] is set up on a payment plan for 3 months to pay $160 in...

addition to the monthly bill.   If Mr [redacted] can bring his account current I can waive the deposit this one time.

I Spoke with [redacted] customer concern about deposit requested.  Due to his payment history I advised Mr [redacted] I will waive the deposit this one time only   Advised him of our deposit policy and to pay monthly bills by the due date each month.

Mr. [redacted] was assessed a deposit of $705 on  12/18/2015 due to the delinquency of the account. There has been 3 disconnect notices sent to the customer in October and December 2015 and February 2016.   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 12 consecutive months. Customer’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 12 month payment arrangement of $87 in addition to the current bill. Customer will need to contact customer service asap to  make the arrangement.[redacted]

Revdex.com:
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,
[redacted]

Customer currently has has a zero balance, The last payment received was for $155 3/20. The deposit was  assessed  of $255 11/2015 due to the delinquency of the account, customer was set on a 3 month installment for $84+the current bill for her depsoit. The deposit can be...

refunded once she has reestablished good or excellent credit by paying  her bill  in full by the due date for 12 consecutive months. this policy is part of DPL's policy tariff and is approved by DEPSc.

I have completed a review of the account. The total outstanding balance on the account is currently $848.41. Of this amount, $465.00 is the outstanding security deposit that
was assessed on the account on February 4, 2016. The deposit was assessed on the account due to delinquency....

There have been three prior disconnection notices generated
on the account prior to the deposit being assessed (5/25/15, 12/9/15, and 2/4/16). The last time the account was paid in full by the due date was in February 2015. The
waiver of the deposit is not warranted. Mr. [redacted] has been set up on a 3 month payment arrangement for the deposit amount of $465.00 (3 installments of $155.00).

Ms [redacted] has a current balance of $350.86, customer was set on a 6 month payment plan of $58.12+current bill with an initial payment of $155.29 (received on 6/24).  Customer has been on a payment arrangement since Jan, for 10 months which broke on 6/14 due to lack of  payment....

Customer states in her complaint that she was advised in March she was current.  DPL records indicate customer called on March 9, 10 and 11 there are no remarks advising her that she was current. Customer is no longer in the collection status.

I spoke with [redacted]  she had service connected in her name in March and was not advised of a security deposit.  I apologize to her because that information should have been given to the customer.   She was also concern about the deposit amount $295 or $345.  I...

advised her the deposit amount is for $345.00 and she received a $50.00 credit from Exelon.   I told her we hold the deposit for one year and as long as the bills are kept current the deposit and interest will be applied in July 2017.  Customer has paid the account and she has a credit on the account for $18.66.

I spoke to Mr. [redacted] directly on 2/3/17.  I reviewed his account with him and explained that the money that was applied to his prior account was refunded due to his prior account was in DPL-DE and his new account is in DPL-MD.  Per state regulations DPL cannot transfer money between the two states and thus his overpayment was refunded rather than transferred.  Mr. [redacted] requested an account statement for all of his accounts with DPL starting with his initial service at [redacted], DE.  I have completed the statement covering all charges and payments recorded on his account from April 2013 to present (attached) and have emailed it to Mr. [redacted] today per his request.  I advised if he has any record of payments not reflected on the statement that he can provide me with proof of payment and I will have any missing payments researched through our Remittance Processing department.