Delmarva Power

On the evening of November 1st Ms. [redacted] called Delmarva Power to make a payment (through Speedpay) via our IVR.  Ms. [redacted] made two payment attempts: Attempt 1           IVR ATM card transaction of $190.00 was rejected Attempt...

2           IVR ATM card transaction of $190.00 + $1.95 fee was accepted; Confirmation #16460771 Only the second payment attempt was successful and only one payment of $190.00 posted to her account.  It is possible that the first attempt resulted in a “hold” on her credit card account for $190.00, which Ms. [redacted] will have to contact her credit card bank to resolve.   This information and the contact number for Speedpay Support [redacted]) was provided to her on November 3rd.

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.

Customer received commitments from agencies to reconnect services. The balance for gas and electric will be placed on 24 month installment plan as exception due to billing adjustment. Security deposit will be placed on 6 month installment plan.

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.

I was unsuccessful in contacting [redacted]  [redacted] I left a voice mail message on 8/18 and today.  [redacted] has an outstanding balance of $109.54. Customer’s service was activated in April, 2011 at [redacted]  [redacted]  [redacted]  [redacted]  was...

billed a deposit of $100, which she paid in full on May 9, 2011.  On March 27, 2013
her deposit of $100 was applied to her account.[redacted] had a previous account at [redacted] where she was billed a deposit of $190 in July 2007, which she paid in full in September, 2007. The deposit was applied to her account on October 1, 2008.  
[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.I accept the refunding of the credit on my account and appreciate that it was done in a timely manner (only after I filed a claim with the Revdex.com). However, what I do not accept is that no one from Delmarva EVER contacted me about anything that's happened. Each manager I spoke with at Delmarva apologized for the mistakes of the previous supervisor and then proceeded to make the exact same mistakes. I was expecting someone to at least contact me to apologize for the horrendous customer service provided by the company. At this point it doesn't matter as I've received the credit on my account and it appears there's nothing more Delmarva can do to make up for the hardship and frustration I've encountered. I am currently looking into alternate energy providers because my experience with Delmarva have been so awful.
Regards,

I have completed a review of Ms. [redacted]'s account.  The total balance on the account is currently $442.72.  The service has been disconnected per Ms. [redacted]'s request as of August 29, 2017.Our records indicate that Ms. [redacted] first contacted Delmarva Power regarding her high bill concerns on...

December 1, 2016.  A review of her account was conducted at that time and she was advised that the usage was being billed based on actual readings.  She was offered to have an appointment set up with an Energy Engineer to discuss her usage concerns further and declined at that time.When service initially started at the location Ms. [redacted] advised that she did not wish to have the gas services connected only the electric.  The winter bills at the property are consistent with electric heating and the colder temperatures.  There is a consistent decrease in usage between April and May and then the usage consistently increases during the summer months which is inline with air conditioning usage at the property.Ms. [redacted] did contact Delmarva Power again regarding her high billing concerns and as a courtesy, an investigative order was issued.  On May 2, 2017 the investigation order was completed and confirmed the prior readings obtained on the account were correct and no adjustments were warranted on the account.I have attached a copy of the usage history for the location as well.  The usage is inline with prior history and has been based on actual readings.  No adjustments are warranted on the account.

Better...

Business Bureau:
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,

Ms. [redacted] applied for service with Delmarva Power ("Delmarva") in Sep 2013--she was a new customer and did not have prior service with Delmarva.  Deposits are assessed to all new customers or existing customers with unsatisfactory payment ratings.  Ms. [redacted] did not have...

prior service with Delmarva and was billed a $110.00 deposit, which was based on a two-month average bill for that address at that time.  She paid the deposit in full in Nov 2013.  In accordance with our Tariff's Rules and Regulations, residential deposits are based on a two-month average bill for each specific property and are refunded after 12-months if a satisfactory payment rating has been established.  Unfortunately, Ms. [redacted]'s payment rating did not warrant a refund of her deposit; as of Nov 2014 she was late paying 11 out of 12 months, so the deposit remained on her account.  
In Nov 2014 Delmarva credited her the interest from her deposit.   The deposit will be reviewed again in Nov 2015 for possible refund.  Currently, Ms. [redacted]'s average electric and gas bill totals $190 a month, which translates into a $380.00 deposit.  Account delinquency can trigger a review of her existing deposit and if the existing deposit is not sufficient to cover two months of her average bill, the deposit can be increased.  I have attached a copy of our Tariff page that refers to the deposits.

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 company's answer does not respond to why the bill was incorrect.  Why did the bill indicate that there was a 0 balance but that I still owed on the accoutn.  Finally, I have a 25 dollar credit on the accoutn because I paid ahead.
Regards,

Below is the information received from our contractor Comverge advised that they I spoke with Mr. [redacted]'s ([redacted]) girlfriend and she stated this complaint was filed a long time ago, and that all is well no problems. She also mentioned the DCU device was removed.

After the final bill was deducted from the customers deposit of $285.00 and $1.32 interest he had a credit balance of $270.98. The refund was sent in separate checks. A payment of $95.00 was mailed on 10/18/17, $80.98 was mailed on 10/30/17 and the final payment of $95.00 was mailed...

10/31/17. Per our records the customers mailing address was updated 10/30/17 when he called to check on the status of his refund. The customer called again 11/09/17 and stated he had received 2 checks and not received the 3rd check yet. After the customer called back on 12/11/17 a stop payment was placed on the final check and the check was reissued. Our records show on 12/19/17 the customer called customer service to say he received the final check.

Delmarva Power went out to the property on 4/2/15 and verified that the gas service was on.

The representative did update the mailing address and confirmed the same for Mr. Davis, however there was an additional step that was required in order for the mailing address to be updated that was not completed.  Coaching and feedback has been provided.  The check was reissued on 9/13/16 and mailed to the correct address.

The total balance on the account is currently $525.94.  Of this amount $132.56 is the outstanding amount due for the security deposit.  The account was assessed a security deposit of $440.00 on February 23, 2016 due to delinquency.  Prior to the deposit being assessed there were two...

disconnection noticed generated.  The notice on February 23, 2016 stated a security deposit may be assessed on this account. If a security deposit has already been assessed, it may be increased.  Per the DE tariff, Delmarva Power can assess new or existing customers a security deposit until satisfactory payment history is achieved.  Our records indicate that there have been no prior broken payment arrangements on the account.  The account has been noted that Delmarva Power is willing to accept a payment of $132.56 in order to avoid further collection activity and then the remaining balance of $393.38 can be placed on a 12 month payment arrangement.

I have confirmed that all of the lights have been installed and all are working with an exception of one that is currently being addressed by our office to repair.

Mr. [redacted] contacted Delmarva Power and advised that the inspection was received and the connect order was issued for April 6, 2016.  A request was sent on April 6, 2016 for both services to be connected remotely.  On April 7, 2016 Mr. [redacted] contacted Delmarva Power again for a status...

update on the pending connection of service.  A request was directed to our Dispatch Department and a service person was sent to the location.  Upon arrival, the service person noted that there was no one at the property and that a new service entrance cable had been installed and the customer would need to be directed to electrical engineering.  On April 8, 2016 Mr. [redacted]'s spoke to a customer service representative.  A request was made to have the order reissued for the connect order but only the gas order was completed.  While at the property, the service technician spoke to Mr. [redacted]'s and was advised that he did not want gas service at this time only electric.  The technician advised that a new order would need to be issued as additional equipment was needed in order to connect the electric service at the property.  On April 11, 2016, Mr. [redacted]'s contacted Delmarva Power again and spoke to a customer service representative.  A connect order was issued and sent to the field for completion. The electric was connected to the building and the meter was exchanged and left off at the breaker.  On April 13, 2016 the order was completed for the service upgrade and permanent connections were made and service was connected.  A request was sent to our Billing Department so the Billing started as of April 12, 2016 when the service order was physically completed and service was connected in the field.

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].

DPL previously had this complaint from the DE PSC. Account documentation shows [redacted] called DPL on April 3, 2014 requesting service at [redacted].. She said she moved into the location on 04/01/14. When I spoke with her 07/22/14 she said she called on 04/03 to see if she had an...

outstanding balance prior to requesting new service and that she did not know where she was moving to at that time. She said the reason the account at [redacted]. was documented was because she called using the previous tenants phone. I have had the opportunity to listen to the taped conversation between [redacted] and a Call Center Representative and confirmed [redacted] did say she moved to 1512 W 4th on 04/01. The customer provided documentation to show proof of her previous address. She provided a W2 which had the address of [redacted]
[redacted] (the same address she is now requesting service.) It appears she advised the Governor's Office and/or the DE PSC that she did not know the previous tenant, however; she told me she used the address as her mailing address and called from the previous tenants phone. The information she is providing is inconsistent and contradictory. The service was disconnected at the location for non payment 07/15/14. [redacted] began calling again on 07/18 requesting service stating she is a new tenant as of 06/01/14. There is a large balance at the location that needs to be addressed. DPL believes that [redacted] has been there all along and that the previous tenant may still be residing at the location. It appears they are trying to switch names on the account to avoid payment. Service will not be granted to [redacted] at this time.

Ms [redacted] was set on a $72 budget to start with her January 2015 bill. He budget was based on the previous consumption history at her property. Customer's actual consumption was approximately twice the...

amount she was budgeted for. DPL's billing system usually automatically reviews the account around the the 5th or 7th month to check for any adjustments needed to increase or decrease the customers budget based their actual usage. Unfortunately this did not happen which resulted in a large settlement amount for the customer at the end of her budget year. Customer's new budget is calculated as $143 based on her average usage for the past year. Customer has made payment arrangements and has been removed from the budget to set up a 12 month installment plan of $73 in addition to her current bill. DPL apologizes for any inconvenience Ms. [redacted] has experienced.