Delmarva Power

9-13-16  I have reviewed Ms. [redacted]’s complaint filing and account.  Ms. [redacted] activated service at 303 Sandburg Place in May 2016.  Our records show that she and Keith Sykes spoke with several representatives in August regarding the...

billing.  On August 29th a supervisor call back was made and a message was left.  On August 30th Keith Sykes spoke with a supervisor about the charges, readings and balance. The usage Ms. [redacted] has been billed is accurate and based off of actual meter readings.  Ms. [redacted]’s daily usage is provided to her on each bill and can also be viewed through her online MyAccount.  I have attached a statement detailing the daily kilowatt-hour graph for her July and August bills, and her current daily usage up through the midnight read on 9/12/16.  If Ms. [redacted] reviews this data she can see what days she has used the most energy.  Her energy usage in July significantly decreased between 7/7/16 through 7/15/16.  In addition, starting as of 8/16/16 her usage has remained consistently lower, which would indicate a change in appliance use, such as air conditioning.  This data supports Ms. [redacted]’s statement that she turned off her air conditioning, which was probably on 8/16/16.  As a result, her August usage was almost 500 kWhs less than July even though temperatures during the August bill period were warmer.  Ms. [redacted] is currently averaging 19 kWhs per/day, which is significantly lower when compared to 61 kWhs in August and 75 kWhs in July.  If she continues using this same amount of energy her September bill will be under 700 kWhs.  
[redacted]

The customer consistently carried a balance from month to month on her account causing the account to be delinquent. DPL has always been able to bill customers a deposit or increase a deposit if a customer is delinquent per DPL tariff approved by the DE PSC. The customers account is...

currently paid up to date. If payments are made on time in full each month the deposit will be refunded after 12 consecutive payments.

Per Company records the customers refund was processed in two separate checks. A check for $248.38 was processed on 1-13-16 and a check for $19.57 was processed on 1-18-16. When the customer called and informed the Company...

she not received the refund check(s) a stop/void payment was made on the checks and they were reissued. Unfortunately, she did not receive both checks the second time. The third refund check for $248.38 was sent internally to our credit department and the check was sent in overnight mail on March 10, 2016. We apologize for any inconvenience the customer may have experienced.

The customer has a balance of $1,247.02. She had one broken installment plan on her account this year. On May 26th she was offered another installment plan with an initial payment of $470.00. She spoke with Customer Service again on June 6th and was advised the same, $470.00 was needed to stop a...

disconnect for non-payment.  On June 7th she called to report an agency appointment the same day.  Since the appointment was for the same day and the order to disconnect service was not on the account for June 7th a hold was not needed. Atlantic City Electric Company’s Credit Department will place a hold on a customer’s account with a confirmed agency appointment until the day of the appointment. If payment  and /or commitment in the amount needed, in this case $470.00, is made an installment plan is established and if an order to disconnect has been issued it will be cancelled. If payment and/or commitment is not made the Company will continue with collection activity up to an including a disconnect of service. Having an agency appointment does not cancel a disconnect for non payment nor does it change the amount needed. On June 13th the customer made a payment of $500.00 and a 12 month installment plan for her to pay $106.18 a month in addition to her bill was established.

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,

Attempted to contact  [redacted] several times at [redacted] no answer.   Total  account balance $2887.67.  According to ACE's records,  customer  has been enrolled in 4 installment plans within the past twelve (12) months which have defaulted due to...

insufficient payment.   On June 2, 2017, a Final Notice of Service Termination was issued requesting the past due balance of $1902.24  to prevent the interruption of service on or after June 17, 2017.   Service was disconnected 6/21/2017. The minimum amount I can accept would be $1425.00 to restore service.   The remaining balance can be placed on a 6 month payment arrangement to pay approx. $244.00 in addition to the monthly

As of 09/21/17 the customer had a balance of $758.46. A
final notice was mailed to her on 09/23/17 for the past due amount of $678.46. Due
to the customer having had four installment plans in 12 months that cancelled, she
was advised a payment of $379.00 was needed to stop the disconnect of...

service establish
another installment plan. On 10/10/17 she paid $380.00, she paid $300.00 initially
and the remaining $80.00 later in the day. When the customer made the second
payment for $80.00 and called to establish the installment plan the plan was set
up using the $80.00 as the initial payment not $380.00 making the installment
plan $135.00 for four months with a final payment of $138.46 for a total of
$678.46. Once the payment of $300.00 posted to the account the payments needed
to pay the account in full was reduced to three months instead of six months.  A payment $135.00 is due with the October bill,
$135.00 due with the November bill and the final payment due with the December
bill would be $108.46, totaling $378.46. The customer is entitled to a six
month arrangement so she may call the call center to reset the arrangement to
be paid over the six months. That would reduce the monthly installments to approximately
$63.00 per month in addition to her current bill.

I feel that they are punishing us.  So that means if we are one day late within that 12 month period they have the right to keep our $255.00.   I feel Delmarva Power is treating their customers unfairly.  They know there is no other power company out there for us to use so they can bully us and take our money.  We pay every month.  Sometimes it might be a day or so late but it is paid monthly.   Since they put these demands on us we have not had a chose but to pay on time because we were told one day late or we would be without power.   No compassion for what people are going through.   I do not except their complaint offer.  I want our money refunded 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.

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 originally submitted this complaint on 4/12 in ref to Delmarva Power.  Sent all the documents to the company and verified with the respondent that he received them. On 4/27 I accepted his response that we would evaluate and send check including bank charge.   I have emailed him several times and I stillhave not received my check.Do I have to open up another complaint or what procedure do I need to go through.... This has been going on since end of Nov.  and it is not right. Please advise...Thank you.

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 asked the Delmarva agent to make sure my final balance is billed to my account on file (I have used that bank account to pay the electric bills for 3 years, and that still has not changed!). Also my phone number has never changed. Delmarva Power had a payment option that I authorized to be used, they had my phone number, they had my email address. There is no excuse for not being able to reach me, and send my balance to collections, and ruin my perfect credit history over $270. It is just laziness of whoever did not even care to investigate and look into the matter. You could reach me by phone any time. Such poor customer service, and the consequences to me are catastrophic.
Regards,
[redacted]

As previously explained, the deposit appeared on her Apr 2015 bill and Ms. [redacted] did not contact us about the deposit until Feb 2017 when the deposit was increased from $325.00 to $440.00.  There is no regulation requiring prior notification of a deposit assessment or increase.  We regret that Ms. [redacted] is not satisfied; however, the deposit billed was and is valid and will not be waived.

Customer was billed 385.00 deposit when account was started in April 2016. There have been no new deposits added. The customer spoke to a call center representative on 8.1.16 who accurately advised of the balance remaining on the deposit and set up an installment plan on the account balance. The...

payment made on 8.1.16 satisfied the deposit in full. Voice message left for customer to call back if any additional questions.

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]

I too have had a similar experience as many others over dp@l just deciding to add a $400 deposit because of a few late payments. To me it should not be legal. I have not had my electric cut off in over ten years and have been a customer since 1997. I kept paying and paying and it wasn't going down. I paid over a $1000 dollars in december. Taking from my kids Christmas. I called to see why and they told me about this deposit. How are people to come ahead or catch up when a business that has customers for years and takes advantage of them

Better Business...

Bureau:
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.

Good afternoon, Thank you for taking my call today. I am requesting my complaint for Delmarva power be reopened. I received a call from a collection agency this morning stating I have been sent to collections for the 70.38 balance that was removed in June 2016. Please let me know if you need additional information from me.  Thank you,[redacted]

Our office was contacted by the Delaware Public Service Commission in regard to this matter as well.  Below is the information provided to their office in response to this matter:I spoke to Ms. [redacted] directly yesterday afternoon.  She currently has an outstanding balance of $2,037.57 and...

there have been four prior broken payment arrangements within the past 12 months.  It is first noted that Ms. [redacted] began questioning her high usage on May 11, 2016 when her service was last disconnected for non-payment.  She was advised at that time of the amount needed to restore her service and based on the review of her usage history her billing concerns were most likely due to electric heating. On May 12, 2016, Ms. [redacted] contacted DPL again in regards to her billing concerns and requested to have her meter tested.  She was advised at that time to conduct a breaker test at the home first.  On May 18, 2016 she spoke to a Supervisor at DPL who again reviewed her account and usage and advised that the increase in the usage was consistent with electric heating.  A service order was issued to check the meter and to obtain a physical reading from the meter.   The order was completed on May 21, 2016 that confirmed the prior readings used to base the usage were correct. Ms. [redacted] contacted DPL again on June 22, 2016 and was advised that the prior service order requested was completed and confirmed the usage was correct.  Upon Ms. [redacted] contacting DPL again on June 27, 2016 a request was sent to our Energy Engineers to schedule a field visit to Ms. [redacted]’ home. The Engineer called and left voice mail messages on June 28, 2016 and again on June 30, 2016.  Our Engineer was able to speak to Ms. [redacted] directly on July 5, 2016 and the field visit was scheduled and completed on July 6, 2016.  The Engineer that completed the field visit advised that Ms. [redacted] insisting that they barely used the heat this winter. Based on our AMI data, it shows that the heat was indeed used. There are period of time where the meter shows a constant 6kW draw for weeks at a time. From the looks of the usage, it looks like an heating element was on. Customer told the engineer that the compressor for the heat pump is broken. When our engineer turned on the heat, the compressor did not kick in. The AUX came on almost right away. The home was drawing around 10kW. She was advised that we believe that the heating element in the air handler was either shorting out, or the customer was using the oven to heat the home. She was advised that the high usage trends were in line with temperatures over the winter time and it does not happen in the summer. The customer at that time requested to have the meter tested. A request was made on July 7, 2016 to have the meter exchanged and tested.  No payment arrangements were set up on the account and normal collection activity resumed on the account resulting in the service being disconnected for nonpayment on July 12, 2016. I spoke to Ms. [redacted] yesterday and advised that DPL has attempted to address her usage concerns and provided suggestions as to what we believed to be causing the high bills during the winter billing periods.  Ms. [redacted] advised that she had an electrician come out to the home and they found no electrical issues at the home.  I explained to her that she was advised multiple times that DPL believes that the issue is with her heater and she would need to contact a heating contractor to address the issues with her heater.   I advised that the meter will still be exchanged and tested and can be witnessed by the Delaware Public Service upon her request.  She advised that she does want to have the PSC there to witness the testing.  I advised that I would reach out to our meter shop and a representative from the PSC to accommodate her request.  I advised that a minimum payment of $1,018.00 (50% of the total balance) would be required in order to restore the service and to place the remaining balance on a 12 month payment arrangement.  I advised , in the event the meter test found the meter was not properly functioning the account would be directed to our billing department for adjustment and the payment arrangement could be amended at that time.

"Courier New"; font-size: 10pt; mso-bidi-font-size: 11.5pt; mso-fareast-font-family: "Courier New";">          A
review of the customer’s electric account shows she is being billed based on
actual readings each month. Her September bill, billing period from August 26th
through September 25th, was $95.52, she used 658 kWh. The October
bill was $91.09, billing period from September 25th through October
24th, 579 kWh was used. As we entered the season when temperatures
drop the consumption registering on the meter increased. Her bill for November
was $169.16, 1195 kWh and December was $150.02, 1057 kWh.  DPL bills customers based on what registers on
the meter servicing her property. We are unable to bill customers based on what
they feel they have used.   It is recommended customers sign up for “My
Account” on DPL’s website.  On “My Account”
customers can obtain detailed energy use information such as what
days of the week and times of day they use the most energy. This can help customers
identify changes that can be made to increase their energy efficiency. No
adjustment is warranted on her account.

Mr. [redacted] previously had service with Delmarva Power at 816 Village Circle #A in Newark, Delaware under account number [redacted].  When service ended at that location on September 1, 2016 there was an outstanding balance of $876.47 left on the account.  Mr. [redacted] then requested...

service at [redacted], Maryland.  Service was granted in his name at the new location and the outstanding balance of $876.47 from his prior account was transferred to his current account and placed on a 13 month payment arrangement.  The payment arrangement cancelled due to the terms of the agreement were not maintained.  Mr. [redacted] then contacted DPL and advised that he had been making payments using his old account number.  The payments were applied to the old account and had previously showed as a credit.  Prior to the request being completed to have the payments applied to his current account the system automatically refunded the credit balance from his payments that were made on his DPL Delaware account as a result of the newly implemented billing enhancement.   No debits or credits can be automatically transferred from a DPL Delaware account to a DPL Maryland account.  As a result the overpayments made to the DPL - DE account were refunded to Mr. [redacted].   I have attached a statement of both account to reflect all charges, payments and refunds processed on the accounts.Tell us why here...

[redacted] usage has increased as the result of her electric heating and colder temperatures.  As the temperatures decreased this winter [redacted] usage increased, which is expected and normal for electric heating customers.  Delmarva Power bills customers based on the amount of energy that...

registers on the meter and not what other customers consume.  The meter servic[redacted] home was recently installed at this location in Feb 2013 and is a smart meter.  Through smart meter technology we can break down her energy usage to the day.  I have attached a statement detailing her daily energy usage for the past three bills and the daily average temperature.  As you can see from reviewing this statement, [redacted] highest usage days coincide with the coldest temperatures.  Again, this is expected and normal for heating customers.  I hope this information has been helpful.  If you have any questions please let me know.

The final refund amount of 151.36 was sent to the customer via overnight delivery as of 1.9.16. I spoke to Mr. [redacted] today who confirmed check was received.