Delmarva Power

Attached please find the letter and statement provided to Ms. [redacted] with a true account of her balance.

Attached is customer's bill mailed 11/16, which indicates the credit on the account.

10pt;">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.

 Called Delmarva on Saturday and they say the deposit issue has not been resolved, they requested a new letter of credit be sent with additional information. How can they respond to Revdex.com that the issue has been resolved and tell us a different story. Not good customer relations on their part with no one knowing whats going on.

I apologize for the typo in my prior response--the address is [redacted].  However, DPL's position remains the same.  As previously stated, a phone number search has been conducted on two occasions and there are no calls from Ms. [redacted] to DPL.  Additionally, customer's must confirm basic information, such as name, account number, address, or social security number when calling DPL.

Mr. [redacted]'s account #[redacted].  Account# from old billing system #[redacted] 
I have reviewed Ms. [redacted]'s account, DPL's records indicate customers personal account information had not been compromised.  The letter is clearly addressed to her tenant with the...

tenants new account #, and there is no personal information of Ms. [redacted]'s, included in the letter.   Ms. [redacted] has spoken to several CSR's and a supervisor who have advised the same.  Our records indicate customer's tenant called in on 3/12 to have the service transferred into her name, which was completed.  Ms [redacted] service continued in her name until 3/11.  Mr. [redacted] called in 5/12 & Mrs [redacted] called in on 7/13 and advised that new tenant's lease started 12/29/2014 and sent in a copy of the lease.  The [redacted]'s bills were adjusted back to 12/29/2014 for the final bill and tenant was back billed to 12/29/2014 as the start date 7/2015.  All of Ms [redacted]'s bills were sent to her final billing address [redacted] / ROCK HILL SC 29732-7551.  It is the customer of records (Ms. [redacted]) responsibility to request to disconnect service to stop the billing.  The [redacted]'s never requested a disconnect, but called in on 2/10/2015 to confirm new tenant had called in for service, she was advised there had been no request from the new tenant., and due to the delinquency of her account Ms [redacted] was offered a payment arrangement. DPL received an online  application for service for the new tenant on 2/23, service was not transferred due to the new customer's outstanding balance at their previous address.  In accordance with DPL's tariff approved by the PSC it is the customer of records responsibility to request to have the service disconnected to stop the billing, as a courtesy Ms. [redacted]'s account was back billed to the actual move date based on the lease provided.  There is no other adjustments warranted on the account. Attached is a copy of the new tenants Welcome Letter.

Security deposits are calculated based on an average bill
times two and in accordance with our tariff, which I have attached.  Mrs. [redacted]’s existing deposit was $150.00;
however, it was no longer sufficient to meet the two month average
requirement.  As a result,...

on 8-11-15 the
deposit was increased by an additional $345.00 to $495.00.  Our system automatically reviews for deposit
assessment or increase after the second disconnect notice in a rolling 12 month
period.  Mrs. [redacted] has received four
disconnect notices in the past 12 months. 
The notices from July and August are what prompted the deposit review.  Notices are mailed and not sent via
email.  It is Mrs. [redacted]’s
responsibility to contact Delmarva for payment arrangements when she is unable
to pay the full amount due.    On 10-8-15 the third disconnect was mailed with a disconnect date of on or after 10-23-15.   Mrs. [redacted] did not respond to the notice and a a service person made made the door knock on 10-30-15.  Again. if Mrs. [redacted] is unable to pay the full balance each month she should contact our Customer Care Office at 800-375-7117 to discuss payment options.

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.

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]

[redacted]s balance s of her 2/18/14 payment date totaled
$1,790.43 ($1,564.22-electric balance & $226.21-deposit balance).  This amount is reflected on page two of her January
2014 bill (see attached).  The $1,564.22
figure represented her electric charges...

only and did not account for the
outstanding deposit.  I have attached a
statement detailing her payments and charges ad a copy of her January 2014 bill.

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.?After speaking with two representatives of Delmarva Power on 1/22/2015, I was told that my name would be removed from this account for a home that I have not occupied for years if I could provide proof of non-residence.  On 1/26/2015 I faxed several documents of proof.  After not receiving confirmation from Delmarva, which was requested, I called on 2/10/2015 to confirm that my name was removed from the account and I owed no further balance.  Delmarva’s representative confirmed that they received the fax, I was no longer listed on the account and that I owed no balance.As the attached documents show, on 7/26/2013, [redacted] assumed exclusive possession of the house located at [redacted]  [redacted]  The proof that Delmarva requested, and I faxed, is the following: 1) Petition for Specific Performance filed with the Family Court of the State of Delaware.  Specifically, please see numbers 3-5 on said document. 2) My driver’s license, indicating a new address as of the renewal date, which was 12/31/2013.Since I have fulfilled my obligation to show proof of non-residence at [redacted] – as Delmarva Power requested – I askthat Delmarva fulfill their end of the agreement and remove my name from this account and all debts owed as a result of this residence that I do not reside in.
Kind Regards,

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]
**  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] [redacted]
  [redacted]
  [redacted]
  [redacted] [redacted]
  [redacted]
  [redacted]
  [redacted]

Customer has a current balance of $701.35 which includes a $52.20 outstanding deposit. $8.99 late payment charge and $621.03 previous balance. Customer was assessed a deposit of $460 in October 2015 due to his delinquent account.  DPL received a payment of $230 on 11/5, $7.80 was...

applied to his deposit balance of $460, which left a deposit balance due of $452.20. Customer paid $400 on 12/8, which has been been applied to his $452.20 deposit balance. There has been no other payments received since 12/8.  [redacted]

Our records indicate that Ms. [redacted] and Ms. [redacted] previously had service in their names at [redacted] was listed as the primary account holder.  The service at this location ended on December 10, 2014 when the...

service was disconnected for non-payment.  The total outstanding balance from this account is $629.34.  Our records also indicate that Ms. [redacted] requested that the mailing address for these bills be updated to 3[redacted]  on November 6, 2013 but she did not request the service to be disconnected or taken out of her name.  The notations on the account reflect that [redacted] called in and made a payment on the account on February 10, 2014 and set up payment arrangements on the account. 
Ms. [redacted] would be required to pay the outstanding balance of $629.34 prior to having service placed in her name at a new location.

I spoke with the customer. He went on line to establish budget billing and the budget calculated at $460.00 per month. Per manual calculation the budget should have been $258.00 per month. Unfortunately, I am unable to...

tell him exactly what caused the error in the automated system. The information will be forwarded to the proper area for review. The budget has been cancelled and currently he has a balance of $101.01. I advised him he is able to set up a budget in future if he would like to try the budget again. The customer is unsatisfied, however; the issue will have to be investigated. There is no detailed information on the error at this time.

DPL's position remains the same.  Mr. [redacted] is incorrect in regards to when Ms. [redacted]'s name was added to the account.  Ms. [redacted] was a co-account holder on the account since it started in Nov 2013.  I have attached the first bill that was issued listing both Mr. [redacted] and Ms. [redacted].  Also, DPL does not report active accounts to the credit bureau; therefore, this account has not impacted his credit score.  Mr. [redacted] can be removed from the account if the charges from [redacted] #1 are paid current.  At this time that would require a payment of $528.03.  We can then establish service solely in Ms [redacted]'s name.

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.
 
Its unacceptable how I am resposible for that huge bill when I to called for my balance and was repeatedly told I had a zero balance. This is not how a business should run. I've never had this kind of issue before. Regards,
[redacted]

Our office was contacted by Mr. [redacted] on 10/2/17.  He advised that he was making payments on the account under the account number that was initially issued to the Construction Company when service was first started at this location.  He requested to have the payments that he made towards...

the incorrect account number applied to his account.  Mr. [redacted] was advised at that time that he would need to contact the complex.  The complex contacted Delmarva Power on 11/2/17 and verified that Mr. [redacted] had moved into the property on 6/1/2017 and the two payments of $54.14 that were paid on the account were not made by the complex.  A request was sent to have the payments transferred.  On 11/16/17 Mr. [redacted] called for a status update on the payment transfer and was advised that he needed to provide his bank statements to support that he made the two payments of $54.14.  The requested documentation was provided by Mr. [redacted] and the payments totaling $108.28 have been applied to his account.

Customer has a current balance of $392.2. The assessment of a security deposits on the customer's account that does not currently have a deposit on hand is part of DPL's tariff which is approved by the Delaware Public Service Commission Customer.  Customer was assessed a  $215...

security deposit on 9/30/2015()which has been satisfied as of 3/2/2016) was due to the delinquency of her account    Due to her late payments, 5 disconnect notices were generated and mailed to the customer between 2/26/2016 and 12/29/2015. Customer's deposit is warranted and is not eligible to be waived.  Once customer has re-established a good or excellent payment history by paying his balance to zero and has paid his bill in full by the due date for 12 consecutive months, his deposit will be refunded.   [redacted]

This customer was affected by a billing issue that affected the Peak Energy Savings Credit showing on their bill. Our billing department had to manually review several bills before being released to the customer. Delmarva understands the delay can affect our customer's ability to...

pay, and can offer payment plans if there is a need. We apologize for the delay, but upon review the customer's bills are now available. I have contacted the customer at the given phone number and left a voice message with my personal contact information.

A $460 security deposit was assessed to Ms. [redacted]’s account as of her December 2015 bill.  The deposit was assessed due to delinquency and in accordance with our Tariff, which is approved by the DE Public Service Commission (see attachment).  At that time she had been late 12 times in...

the prior 12 months.  Deposits are assessed to any new or existing customer that has established a less than satisfactory payment history.  Residential deposits are based on a two-month average bill and are eligible for refund 12 months from the time they are paid in full if a satisfactory payment history has been established.  Satisfactory payment history is defined as 12 consecutive on-time payments of the full monthly balance.  Although we understands Ms. [redacted]’s concerns, deposits are necessary to ensure payment of final bills and to protect our rate payers by keep Delmarva Power’s noncollectable balances low.