Delmarva Power

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.

Our records indicate that Ms. [redacted] currently has an outstanding balance of $4,585.24.  Of this amount,  $474.44 of the balance was transferred to the current account for services previously rendered to Ms. [redacted] at 113 Elliott Street in Newark, DE.  Service at that location...

ended as of February 6, 2014 and the ending balance of $474.44 was transferred to her current account at [redacted].  Attached, please find the Equifax report that confirms that Ms. [redacted] was reported as residing at both addresses listed above.  All other charges were incurred from services rendered at [redacted] from February 19, 2014 to present.  There have been six prior broken payment arrangements on the account.  A minimum payment of $2,292.50 would need to be paid in order to avoid the service from being disconnected and to set the remaining balance on a 6 month payment arrangement.  The account has been noted to reflect the same.

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

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've been residing at my residence since October 31,2013 as the primary account holder. [redacted] was never the primary account holder. This all occurred about a year or so later when she tried processing a payment for me due to the fact where I'm currently employed I have no service. That's when she spoke to a representative over the phone because she was having difficulties online while trying to process a payment. Then out of no where Delmarva power decided to add her to my account with out my approval. As you notice by looking at a separate bill from her pervious account, it has 2 different names that doesn't involve me JOAQUIN ASCENCIO. The previous bill names are [redacted] and [redacted]. I shouldn't have to pay anyone's  debt but mines. My credit score is looking bad due to this situation that could of been avoided. All I want is for the other accounts not to be linked with my account.I want my account like I had it when I moved into this residence. That's a debt that doesn't involve me so why should I have to pay for it? They should bill the people names on the account not mine. I just want to pay my balance and move forward.

Delmarva Power Call Center Representatives are required to verify information when receiving a call from a customer to insure they are speaking with the party responsible for the account. This can be the customer of record or an associate on the account. Information about a customers account is...

confidential and should not be shared or dicussed with anyone other than the customer of record or an associate customer. Should someone other than the customer of record wish to be able to call for information or discuss options for payment their name may added to the acount. A review of the account shows three payment arrangements have been established on the account. The dates the payment arrangements were established are 09/15/15, 12/29/15 and 4/28/16. Our records indicate the customer of record called on 4/28/16 to establish the payment arrangment. Unfortunately, there is no documentation confirming the customer of record was the party that made the arrangements in 2015. This will be investigated and coaching will be provided if needed.

I have spoken with the customer several times.   I advised of total account balance 6922.45.  Service was disconnected on 8/17/16.  We have received four payments on the account during the past two years, and the customer has broken several payment arrangements over the past 12...

months.  The minimum amount that we can accept to restore service is 4872.00.  At that time, we can establish another payment plan for the remaining balance because of the history of broken payment plans, another payment plan cannot be established before this payment is made.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11187630,...

and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have reviewed Ms. [redacted]’s case file referenced above. Ms. [redacted] was billed a deposit of $525, October, 2015 due to the delinquency of her account. Our records indicate Ms. [redacted] spoke with a CSR on October 27, who waived the deposit as a onetime only deposit waiver.  Customer was...

delinquent again in November and December, which generated another disconnect notice and assessed another deposit of $513 due to the delinquency of her account. The assessment of a security deposit is in compliance with the MD Public Service Commission, COMAR 20.30.02.02, Ms. [redacted] has had 3 disconnect notices generated between July and December. Prior to DPl’s new billing system, this process was done manually, with our new billing system if a customer receives 2 or more disconnect notices within a 12 month period, they will be assessed a security deposit if there is no deposit on the account.  If the customer has a deposit on the account and their consumption history is higher than it was when they were initially billed a deposit the deposit will be increased and an additional amount will be assessed due the increase in the consumption. Ms. [redacted]’s, security deposit has been set on a 3 month installment plan of $170.67 per month in addition to the current bill on January 18, 2016.  The deposit will be refunded to the customer, once the she has paid her balance down to zero and makes 12 consecutive on time payments each month by paying the balance due in full by the due date. I left a message today with a gentleman for Ms. [redacted] to return my call to my direct phone#. [redacted]

A security deposit of $235 was assessed on Ms. [redacted] account on March 15. Security Deposits are based on a customer's credit payment history. Our records currently reflects that Ms. [redacted] has an excellent payment history at this time. As long as she maintains an excellent payment history...

going forward, no new security deposits will be assessed. Customer currently has a credit balance of $172.59 on account.Tell us why here...

Our records indicate that Ms. [redacted] currently has an outstanding balance of $4,585.24.  Of this amount,  $474.44 of the balance was transferred to the current account for services previously rendered to Ms. [redacted] at 113 Elliott Street in Newark, DE.  Service at that...

location ended as of February 6, 2014 and the ending balance of $474.44 was transferred to her current account at [redacted].  Attached, please find the Equifax report that confirms that Ms. [redacted] was reported as residing at both addresses listed above.  All other charges were incurred from services rendered at [redacted] from February 19, 2014 to present.  There have been six prior broken payment arrangements on the account.  A minimum payment of $2,292.50 would need to be paid in order to avoid the service from being disconnected and to set the remaining balance on a 6 month payment arrangement.  The account has been noted to reflect the same.

I spoke with Mr [redacted] to confirm that he received his refund check that was mailed on 12/18/2015, customer statesd everything had vbeen resolved with our Customer Service Rep - [redacted] on 12/17 and he has received his refund check. Cusatomer stated he was satisfied with the great...

customer service he received.

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.Hello, I have reviewed the statements of the business owner Delmarva Power. I too have a copy of the letter which was sent to the tenant however, this is what bought all things into question. I phoned them on or about May 13, 2015 and spoke with Representatives [redacted] who stated the conversation was being recorded. She proceeds to take the account number [redacted] off the letter for the tenant, Moneira Hawkins and she gave me my information from this account number. Again, I inquired why does the letter in the tenant's name give both she and I access to the same account. Her statement was, IT WAS AN OVER SIGHT ON THEIR ( Delmarva Power) PART.This lead me to further investigate the billing process which I did that lead me  to see this as an error. I take responsibility in the letter where they state I should have disconnected the service. However, no longer being a long term customer I assumed that once another customer occupy the resident it automatically would cease. Besides, I phoned them to to give them the tenant's lease agreement to correct the matter. Moreover, looking back over all the bills mailed out to me from the company I have been given several account number: October thru November 2014 the account number was [redacted] December thru March account number was [redacted]. During the phone conversation with another Rep. Mr. [redacted] on about May 10, 2015. He proceeds to give me another account number [redacted]. He conveys, this account is associated with the property and not the owners of the estate. Such confusion had erupted from each representative and Supervisor Sharonda which was not empathetic at all to resolve the matter.My only request is that a company of this prestige would own up to their mistakes. When a company proceeds to tell you that all your calls are being recorded for Quality Insurance Purposes. This should allow them to review all statements to affirm which party has stated incorrect information whether customer or employee.  Finally, I want to thank the Revdex.com for help the consumers without bias arguments.
Regards,

The total balance on the account is currently $842.48.  The account was assessed a security deposit of $600.00 on 12/30/15 due to delinquency.  Attached, please find the billing history reflecting the account was delinquent and not paid in full by the due date multiple times. ...

I have also attached copies of the disconnection notices sent on the account as well.  Per the DE Tariff, Delmarva Power can assess any new or existing customer a security deposit until satisfactory payment rating has been achieved.  Once the account is paid in full and is paid in full and by the due date for 12 consecutive months the deposit will be refunded.

Customer was assessed a deposit of $530 due to the delinquency of her account. A deposit is generated if a customer has received 2 disconnect notices due to late payments. Customer has received 5 late notices within the past 12 months, therefore the deposit is warranted.  Customer is not...

eligible to have her deposit waived or refunded at this time.  The deposit will be refunded once she has reestablished good or excellent credit by paying her balance to zero and pays her bill  in full by the due date for 12 consecutive months. Customer currently has a zero balance.

I have reviewed Ms. [redacted]’s case file referenced above. Ms. [redacted] was billed a deposit of
size="2">$525, October, 2015 due to the delinquency of her account. Our records indicate Ms. [redacted] spoke with a CSR on October 27, who waived the deposit as a onetime only deposit waiver.  Customer was delinquent again in November and December, which generated another disconnect notice and assessed another deposit of $513 due to the delinquency of her account. The assessment of a security deposit is in compliance with the MD Public Service Commission, COMAR 20.30.02.02, Ms. [redacted] has had 3 disconnect notices generated between July and December. Prior to DPl’s new billing system, this process was done manually, with our new billing system if a customer receives 2 or more disconnect notices within a 12 month period, they will be assessed a security deposit if there is no deposit on the account.  If the customer has a deposit on the account and their consumption history is higher than it was when they were initially billed a deposit the deposit will be increased and an additional amount will be assessed due the increase in the consumption. Ms. [redacted]’s, security deposit has been set on a 3 month installment plan of $170.67 per month in addition to the current bill on January 18, 2016.  The deposit will be refunded to the customer, once the she has paid her balance down to zero and makes 12 consecutive on time payments each month by paying the balance due in full by the due date. I left a message today with a gentleman for Ms. [redacted] to return my call to my direct phone#. [redacted]

The customer had service in his name at [redacted] Ct and requested his wife be added to the account November 9, 2015. Company records show his wife had called prior to his calling for service at [redacted] Ct. in July 2015. His wife was denied service due to a high outstanding balance at a previous...

location. The balance, over $2,000.00, was transferred to the [redacted] Ct. account under both husband and wife's name. Immediately after the balance was transferred to their active account the customer began calling to say his wife no longer resided with him. When requesting new service, March 4, 2016 at March Rd, DPL customer service verified with the apartment complex that both husband and wife were on the lease and moving to the new location. The Company requires payment of outstanding balance's for service used prior to granting service at a new location. It appears these customers are attempting to switch names on the account to avoid paying an outstanding balance.

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 want formal written apology from the company for the way they handle this matter because this is the most ridiculous thing I have seen. I am being punished for their system issue when I paid my bill every month as instructed and did my duties as a consumer they didn't do their duties as a company. The resolution they offer is ridiculous I feel they should eat part of this because its their fault as they continue to admit but punish me for it. I will continue to escalate this issue all the way up until I feel I have received a reasonable solution. It took me contacting the Revdex.com for the call to be pull and all he stated was she mention 277 but she never informed she was setting me up on a payment plan or did I ever agree to that but once again the consumer is being punished.
Regards,

I reviewed the four calls from March: 3-9-16                   Mrs. [redacted] called our Customer Care Office stating she is on a deferred payment arrangement and is unable to pay it.  The DPL representative advised her $433.48 was the total balance due and $210.61 is the amount due on the arrangement.  3-10-16                 Mrs. [redacted] called stating she could pay the $210.61 today.  She made the $210.61 payment online while on the phone with the representative and provided the confirmation number to the representative.  3-11-16                 Mrs. [redacted] called stating she is on a deferred payment arrangement and asked the amount due.  The representative advised her $223.24 is the total balance due and there was a pending agency “pledge” of $200.00.  The representative advised that once the agency pledge is received it will reflect on her bill and confirmed the electric and gas charges on her Feb 2016 bill.  3-24-16                 Mrs. [redacted] called asking about amount due and the agency payment.  The representative advised the agency payment has not been received and that if the agency payment is received before the 4-7- due date of the March arrangement then she would not have to pay March arrangement of $171.58.  Mrs. [redacted] asked if the representative knew when the $200.00 agency payment would post and she was advised that usually it takes up to 60 days for us to receive the funds. Mrs. [redacted] was never told her total balance was $0.  The $200 agency payment was received and posted to her account on 3-31 and she did not make the $171.58 arrangement payment for the March Bill.  Between the agency payment and the Exelon Rate Credits, Mrs. [redacted]’s April bill reflected an arrangement amount due of $3.34 by 5-10.  I have attached her Mar through Jul bill copies.  Her bills from Mar through May reflects the deferred payment arrangement but pages 2 and 4 also list the balances due for the electric and gas services under “Total to pay account in full”. Her total balance is currently $469.90 and she owes $177.16 for the Jul payment arrangement by 8-9-16 [redacted]

Revdex.com:
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,

spoke to Mr. [redacted] and advised, a reread on 11/23 confirmed customers November's reading was over read by 1000 kwh , advised his  revised bill has been sent as of 11/29. Applied SLG credit [redacted]