Delmarva Power

I have completed a review of this account.  The payment of $177.00 was transferred to the correct account on August 10, 2015 and the late payment fee of $2.64 was removed.

I have completed a review of Ms. [redacted]'s account.  The total balance on the account is currently $549.16.  Our records indicate that there have been four prior disconnection notices issued on this account within the past 12 months (5/12/15, 8/25/15, 12/30/15 and 2/25/16).  I...

have attached a copy of the most recent disconnection notice that indicates a security deposit can be assessed on the account.  Per the Delaware Tariff, Delmarva Power can assess a security deposit to any new and existing customers until satisfactory payment history is achieved.  Based on the payment history on this account the deposit of $445.00 is warranted and would not be removed from the account.

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]

The security deposit was assessed due to late and/or missed payments on the account. There were also three past due notices that were sent to the customer. These steps will have negative affects on the payment rating of the customer. The ability to assess a deposit is allowed in the Delaware State...

Tariff and approved by the Delaware Public Service Commission. The deposit is a two month average of the past twelve months. For example, a deposit of $610.00 would be based on an average monthly bill of $305.00.

Revdex.com:
150%; font-family: Verdana; font-size: 10pt;">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,

I have completed a review of Ms. [redacted]' account.  An investigative order was competed on March 2, 2016 confirming that meter [redacted] was located at [redacted] and meter [redacted] was located at [redacted].  This confirmed that the customers at these two addresses...

were being billed for the incorrect consumption.  The meters were corrected and the proper usage was billed to each customer for the periods covering June 2014 through June 2016.  Per Delaware Tariff Section IX- Adjustment of Charges (E) Adjust for Incorrect Billings - Incorrect billings for Delivery Service and for combined Electric Supply & Delivery Service resulting from clerical error, incorrect meter installation or reading, incorrect application of the rate schedule, or other similar reasons shall be corrected immediately upon discovery, and corrected bills rendered to the Customer. However, in no case may additional charges due from the Customer under the application of this paragraph be collected for more than three (3) years prior to the month of discovery. If the Customer has been overcharged, the Company shall refund the amount due by credit to the Customer's account or the Customer may submit a request in writing for a refund by check, to the date the error was made, not to exceed three (3) years prior to discovery. In the absence of a written election by the Customer for a refund by check, the Company shall credit the Customer's account. In the event additional charges are due the Company, installment payments shall be offered for not less than the number of months the account was billed in error. An installment payment charge shall not be applied to such installment payments.
Based on the tariff regulation stated above, Delmarva Power does have the right to bill Ms. [redacted] for her actual usage consumed once the meter mix up was discovered.  The usage from the correct meter servicing Ms. [redacted]' property was getting actual readings from June through April 2015.  The readings were estimated from May 2015 through June 2016 when the meter were corrected.  An actual reading was obtained when the meters were corrected, however Ms. [redacted] was billed on the original estimated readings as this was actually less than what the true usage should have been based on the actual reading obtained from the meter. 
Delmarva Power is willing to provide an extended payment arrangement, equal to or greater than 25 months, for the outstanding balance of $1,637.05.  Ms. [redacted] was offered payment arrangements previously and declined.  A hold would remain on the account for 30 days to allow her to contact our Customer Service Department to set up payment arrangement.  After that time normal collection procedures would resume on the account.

Our records indicate that Mr. [redacted] contacted Delmarva Power on July 7, 2016 and requested that his refund check in the amount of $144.78 be sent to [redacted], NJ.  The final bill address was updated in our billing system and the request for the refund was processed. ...

Due to a procedural error, the check was issued and sent to the service location address.  On August 22, 2016 when Mr. [redacted] called in requesting a status update on his refund check the address was updated to the correct area in our billing system and the refund request was reissued.  The check in the amount of $144.78 was issued on September 13, 2016 and was sent to the correct address of [redacted], NJ.  Coaching and feedback has been provided to the original representative as to the additional steps needed in order for the address to be correctly updated for the refund the be mailed to the correct location.

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 have had this account for over 25 years and I know peoples bills that has been over $2500.00 dollars and I know a such bill that was over 30,000.00 that the peoples still owe, the only reason that didn't cut it off is because she was on a oxygen machine. where I only a  couple days late paying. I never been cut off and they want give me a hard time.  This is because peoples don't want to their and not paying their bill so give a hard time that is paying our bill. The lady across the street bill was $2,600.00 and they finally cut of her lights. I understand they has to do something, however if your paying your bill it shouldn't be an deposit for being a couple days. never  ever been cut off. the matter should be look into.

I have completed a review of Ms. [redacted]'s account.  Attached, please find a billing statement which reflects the account was paid late eight times prior to the security deposit being assessed.  In addition, I have also enclosed the two disconnection notices sent prior to the deposit...

being assessed as well.  Based on the payment history of the account the deposit is warranted and would remain on the account.

Customer has had 6 past due notices sent in the past 12 months. There have also been 2 broken payment arrangements during this time. Delmarva Power is able to bill a security deposit due to unsatisfactory payment history with the company. While the deposit cannot be waived, Delmarva Power can offer...

a 6 month payment arrangement on the balance with a payment of 320.00. There is no current disconnect notice on the account.

Revdex.com:
150%;">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,

Our records indicate that Mr. [redacted] contacted Delmarva Power on July 7, 2016 and requested that his refund check in the amount of $144.78 be sent to [redacted], NJ.  The final bill address was updated in our billing system and the request for the refund was processed.  Due...

to a procedural error, the check was issued and sent to the service location address.  On August 22, 2016 when Mr. [redacted] called in requesting a status update on his refund check the address was updated to the correct area in our billing system and the refund request was reissued.  The check in the amount of $144.78 was issued on September 13, 2016 and was sent to the correct address of [redacted], NJ.  Coaching and feedback has been provided to the original representative as to the additional steps needed in order for the address to be correctly updated for the refund the be mailed to the correct location.

Mr. [redacted]I have reviewed your filing and your service accounts.  Of the numerous accounts I found seven that had incorrect mailing addresses listed.  Several of these accounts were already corrected.[redacted] Active Mailing address incorrect for Nov-Dec 2016 bills,...

and has already been corrected.  No late fees assessed.[redacted] Inactive Mailing address incorrect for all bills Jul-Final Oct 2016 bill.  Late fee of $0.28 will be credited.[redacted] Active Mailing address incorrect for Dec 2016 bill. and has been corrected.  No late fees assessed.[redacted] Inactive Mailing address incorrect for Dec 2015-Mar 2016 bills and corrected for Final Mar 2016.  No late fees assessed[redacted] Inactive Mailing address incorrect for Mar 2016 bill and corrected for Apr-Final Sep 2016 bills.  No late fees assessed[redacted] Active  Mailing address incorrect for Nov-Dec 2016 bills and corrected as of Jan 2017 bill,  Waived two late fees: $1.85 & $1.48 I have resent bill copies for the missing invoices to your correct mailing address.  I am going to follow-up with our IT area regarding the incorrect mailing address because it appears that the [redacted] was correctly entered on these accounts when service started; however, the bills were being mailed to the service address.  I apologize for any inconvenience this caused.  If you have additional accounts that I have not listed please provide me with the account number and I will review.  Thank you.[redacted]

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.
Now based on information stated, my bill has averaged in the winter months $200 & in the summer less than $100, my bill was never adjusted in November the interest rate. So that is untrue. In addition my issue with them is their failure to disclose the full information in reference to the deposit and rules in reference to refunding deposit. Not to mention I've called in a total of 4x in reference to this as well as billing date changes and was never informed until I requested that it be refunded based upon the information I was provided by their agents on more than one occasion. Based upon my payment being late 11 out of 12 months, I believe that to be true based upon the fact I had a roommate who never paid on time any of the bills. So instead of me paying the entire bill upfront I would pay my half & wait for him to give me his & then pay the remainder. Now had I been informed that the all 12 payments had to be made on time then I would have then paid the bill upfront & waited for his half to be redunded to me. So my issue was NEVER paying a deposit but the fact they didn't disclose policy as that is a violation of any companies protocol. 
Regards,

As a regulated utility we are required to bill customers
based on the amount of energy that registers on the meter.   Although
we understand [redacted] concerns with her friend’s usage, we do not bill
customers based on friends or neighbors usage. 
In fact, all of Ms. Li’s neighbors’ electric consumption is significantly
higher compared to hers.  The meter
servicing [redacted] home was already tested on 2/13/13, prior to being installed
at this premise.  The meter ([redacted] tested 100.02% accurate, which is within the required tolerance standards of
(98%-102%).  [redacted] higher winter consumption,
which has remained consistent, is heating-related.  Once temperatures increase and heating is
reduced or not used her usage will decrease as it did prior to December.

This is a MD customer.  The deposit was assessed in accordance with COMAR 20.30.02.03       Reestablishment of Credit.  Mr. [redacted] has been late 12 times in the past 12 months.  After the second disconnect notice in a 12 month period was issued a...

deposit of $570.00 was assessed on 1-29-16.  The deposit is based on an average bill multiplied by two.  Regrettably, we are unable to waive the deposit due to his payment history; however, we can certainly work with him on setting up a payment arrangement.  The balance due at this time is $946.15.  Mr. [redacted] can pay the remaining deposit balance of $215.70 and then we can split the remaining $730.45 balance into 12 installments of the bill plus $61.  Mr. [redacted] can make the payment and set the arrangements by calling our Customer Care Office at [redacted]

Mr. [redacted]'s information has been forwarded to the contractor that installs the the thermostats for DPL's Energy Wise Program, someone will be reaching out to him to provide the information he needs regarding the operation of his thermostat, as well as his  inquiry about the additional energy...

increase he is believes occurred.[redacted]

Customer claiming two separate payments for $238.98 was processed, one from check payment and second by credit card. Customer sent statements for both accounts. After review, there was a payment from the credit card for $240.43 ($238.98 + $1.95 fee), but the bank statement showing payment of...

$240.43 was to the credit card. Only one payment was made to the utility account, therefore no refund is warranted.

This is a MD customer.  The deposit was assessed in accordance with COMAR 20.30.02.03       Reestablishment of Credit.  Mr. [redacted] has been late 12 times in the past 12 months....

 After the second disconnect notice in a 12 month period was issued a deposit of $570.00 was assessed on 1-29-16.  The deposit is based on an average bill multiplied by two.  Regrettably, we are unable to waive the deposit due to his payment history; however, we can certainly work with him on setting up a payment arrangement.  The balance due at this time is $946.15.  Mr. [redacted] can pay the remaining deposit balance of $215.70 and then we can split the remaining $730.45 balance into 12 installments of the bill plus $61.  Mr. [redacted] can make the payment and set the arrangements by calling our Customer Care Office at [redacted]