Delmarva Power

Customers meter was exchange to NEM meter (solar) on 7/25 and has been giving permission to operate as of 7/27.  ACE apologizes for the Green Power Connection team not responding or returning their phone calls in a prompt manner. Unfortunately The Green Power Connection team has been short...

staffed and back logged. ACE has since increased the staff to accommodate the call volume to respond to our customers.  [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]
That is still to much for me to come up with because I have rent to pay also 700 is more comfortable for me to pay to have it restored once it's on I can keep the payments current and up to date I just need for u to help me restore it with the 700 thank you

I have reviewed Ms. [redacted]’s case file.  Ms. [redacted] moved into 885 Powder Way on 3/30/15.  She was assessed a security deposit of $325.00 at the time of the transfer due to an unsatisfactory payment rating on her prior account.  She was not informed of the deposit at the time of her...

service request because she applied online; however, the deposit printed on the first bill, which was issued on 4/30/15 (see attached).  Deposits are billed in accordance with our Tariff, which can be found via our website at http://www.delmarva.com/uploadedFiles/wwwdelmarvacom/Content/Page_Content/Tariff...⇄ Deposits are address specific and based on a two-month average bill.   Residential deposits are reviewed annually from the paid in full date, and is eligible for refund once a satisfactory payment history has been established, which is 12 consecutive on-time payments.  Deposits on delinquent accounts are also reviewed and can be increased if they no longer represent a two-month average.  In Ms. [redacted]’s case, the deposit was reviewed in Nov 2016 after the fifth disconnect notice in 12 months.  The $325.00 deposit was deemed insufficient and was increased by $115.00 to $440.00.  Ms. [redacted] currently owes a total balance $627.45.  Although we are unable to waive the $440.00 deposit, we can work with her on establishing a payment arrangement.

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:
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 will wait for Delmarva to REMOVE THE BALANCE. Furthermore, Delmarva needs to CONTACT Rickart Collection Systems and CANCEL THEIR COLLECTION CLAIM against me. Only then will I close this complaint.
Regards,
[redacted]

Current balance $1,524.70. DPL's records indicate Ms [redacted] spoke with a CSR in regards to her issue and was set on 12 month installment plane on 6/8.   [redacted]

I have reviewed Ms [redacted] account, customer has been backed bill to her requested 1-29-2016 move in date at 19 Courtyard Lane #6, Wilmington. The adjusted bills, has been mailed today May 3. Customer's bill balance  is $664.85. Ms [redacted] had a credit of $220.05 from her previous account at...

[redacted] [redacted]..  This credit balance was transferred today to the new location, $205 was applied to her deposit request and the balance of $15.05 credit was applied to her electric balance.  Customer currently has a balance of $444.48.  Unfortunately DPL can not waive her $205 deposit billed, due to the late payments on her previous account, however DPL can offer a 12 month deferred payment plan of $35.18 in addition to her current bill on the remaining balance.   I left a voice mail message for a return call.  [redacted]

Customer was assessed a $295 security deposit due to the delinquency of his account. Customer has a slow payment history and has established poor credit with DPL.  The deposit is not eligible until his account is brought to a zero balance.  Once the balance has been paid in full, he will...

need to pay the bill in full each month by  the due date for 12 consecutive months.  Dpl is willing to set Mr. [redacted] on a 3 month  installment plan of $98 in addition to his current bill.

In Nov 2016 Delmarva Power received a request from a customer to transfer service at [redacted] [redacted].  The customer then called back stating she wasn’t moving into this unit and service was transferred into the complex’s name, [redacted].  [redacted]...

[redacted]’s account was inactivated as of 12/6/16 and a final bill was issued to her.  Delmarva Power was unaware that Ms. [redacted] remained at this address until she contacted us on 1/10/17.  The proper corrections were made and the service was re-established in Ms. [redacted]’s name.  Ms. [redacted] was then billed for service from 12/7/16 through 2/25/17 totaling $444.52.  On 3/10/16 a payment of $126.61 was transferred from the complex’s account to Ms. [redacted], at the request of the complex—they confirmed Ms. [redacted] made that payment.  Although we regret the inconvenience this matter has caused, Ms. [redacted] is the responsible party for service at #103, and is also responsible for the energy charges regardless of who is at fault for the incorrect account change.  COMAR 20.50.04.05 (Adjustment of Bills) allows utilities to make billing corrections for up to three years.  We regret if Ms. [redacted] was misinformed that she would not have to pay for the energy she consumed, and we are willing to work with her on establishing a re-payment 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. 
Regards,
[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 would like to be contacted about this. The arrangement was not broken on my end I follow the steps I was told and when I would call delmarva the people would tell me that they have no record of an arrangement also that my accounts had remained active after months of asking them to cancel. I also asked three times to have a manager contact me and yet to have heard anything from them. I have only received a refund for one payment. Once again delmarva has dropped the ball on customer relations. I have a copy of all payments made to delmarva over the past 4 years. My number is [redacted] I have yet to speak to anyone at delmarva.

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.
 While the issue has been resolved, their statement that they told me I would need to send in documentation on the 2nd of November is false. I spoke with a representative who told me the issue would be resolved without further documentation being needed, only to call in on a later date with another rep telling me that they had no record of any such conversation happening. This is what has upset me more than the 2.5 months it's taken to get $100 transferred between two accounts both under my name, and while I no longer need remediation for that payment, I don't appreciate my utility company, the only choice I have for that matter if I want to use electricity in my apartment, trying to gaslight me into thinking they didn't lie to me for months and thinking they don't have to offer some kind of remediation as any other business would offer like a voucher or discount.
Regards,
[redacted]

I have called and left a voice mail message for Ms. [redacted].  The gas account started estimating consumption in May 2015 due to a loss of communication with the meter.  Several attempts were made to gain access to the meter to address the issue but due to timing and access availability...

DPL was unable to gain access to the meter to address the issue.  The gas account was first adjusted in May 2016 based on a reading supplied to DPL by Ms. [redacted].  The account was then adjusted again in June 2016 after the meter was exchanged.  After further review of both adjustments I have directed the account to our Billing Department to correct the prior adjustments.  The total estimated consumption initially billed was for 1202 CCF's.  The second adjustment processed in May which was based on the customer provided reading reduced this consumption to 1965 ccf's.  Upon the meter being exchanged, only a portion of the adjustment was completed and the usage was not properly distributed.  This partial adjusted reduced the total usage to 960 ccfs.  After completing my further review of the account, the last actual reading on the gas account was on 4/6/15 for 1065.  The reading obtained from the meter when it was removed on 6/13/16 was 1980.  This reading was confirmed when the meter was shipped to our meter shop for testing.  This confirms that a total of 915 cc's of gas were consumed at the property during that time period.  I have directed the account to our Billing Department and requested that the total usage of 915 ccf's be billed with 90% of the usage being distributed during the winter months and 5% of the usage being distributed during the summer months which was in line with prior history at the location.  I have included below the corrected readings and consumption that has been directed to Billing for the adjustment.  The new meter that was installed at the property was estimated for July.  An actual reading would need to be obtained from the meter in order for the full adjustment to be processed.  Our Billing Department will be reaching out to Ms. [redacted] directly to obtain access to obtain an actual reading and address any communication issues still existing with the newly installed gas meter. 
Please note that both adjustments completed on the account were related to the gas charges.  There have been no adjustments made to the electric service at this location.

Horrible customer service, hung up on twice, told I never sent or faxed documents that I had confirmation on, left on hold for long periods of time. The customer service reps have attitudes and do not care if you get resolution or not. It is a shame we have no other choice for service delivery. I spoke with someone named [redacted], no help what so ever!! Asked to speak with a manager, would not put me through. Must be nice to have a monopoly and not care about your customers at all!!

I called to speak with the customer. There was no answer. I left a message requesting a return call. The customer carries a balance from month to month on her account. Per DPL's tariff approved by the DE PSC the company will bill customers a deposit when the account is delinquent...

if there is no deposit or if the deposit is not enough to cover two times the average bill. Once the account has been paid in full and payments are made on time in full each month the deposit is refunded to the customer. Interest is paid on the deposit. The customer may contact me or the call center to establish payment arrangements on her balance if needed. Her balance is currently $598.92.

I called  customer on June 13,2016 left a voice mail message.   Customer moved to this address and she is upset we gave her another another account number and we are billing her for a deposit.  She said we put a deposit on the account without her knowledge.  She’s on a...

fixed amount every week which equals $300 a month.   We spoke with customer on 3/28/2016 when she moved to this address we advised her of a security deposit would be required for $385.00 and we set up a payment plan for 3 months to pay the deposit.  We spoke with customer again on 6/7/2016 and reset the payment plan and gave her 6 months to pay the deposit.

Customer was assessed a $295 security deposit due to the delinquency of his account. Customer has a slow payment history and has established poor credit with DPL.  The deposit is not eligible until his account is brought to a zero balance.  Once the balance has been paid in full, he...

will need to pay the bill in full each month by  the due date for 12 consecutive months.  Dpl is willing to set Mr. [redacted] on a 3 month  installment plan of $98 in addition to his current bill.

DPL's position remains the same and no additional adjustments are warranted on the account.

The additional depsoit of $175.00 billed to customer on 09/01/2015 was waived on 09/04/2015. She had excellent credit worthiness.

Calls were placed to the customer 2/28/14, 3/5/14 and
again 3/21/14. There was no answer....

Messages have been left requesting a return
call. The customers concern has been escalated and will be addressed
internally. As a regulated utility, customers are required to pay for the utility
service(s) they consume. DPL does not credit customers’ accounts due to any
poor service they feel they may have received.