Delmarva Power

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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...

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.

Customers are billed once a month. If they have an outstanding balance a customer may be required to make an initial payment to establish an installment plan on their delinquent balance. If a bill generates shortly after the initial payment and the establishment of an...

installment plan the due date may fall within the same month. Bills have a due date of 21 days after the invoice has generated. Our records show a payment arrangement was established on the customers utility balance on 07/09. Records show that arrangement was cancelled on 08/14 due to representative error. Another arrangement was established on 08- 14 on both the utility and deposit account. The September bill generated September 1st and should have been due on September 22nd. The bill was mailed late extending the due date until October 5th. The September payment posted October 6th. The next meter reading was October 1st and the bill generated October 6th and giving a due date of October 26th. We have not received a payment for the October bill. v

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.

The previous increase of the deposit took place on 10/14/15. This made the total deposit on file 360.00. Another review of the account took place on 11/23/16, and the deposit was increased by another 210.00. This increase was in error, as the usage did not justify the amount of the increase....

Delmarva Power has waived the deposit increase of 210.00, leaving the deposit on file at 360.00, which is a 2 month average of usage at the property. The deposit will be refunded once the customer achieves an excellent payment rating with Delmarva Power, which requires payment of the bill on time and in full for 12 consecutive months.

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.In August my services were not turned off for 10days it was turns off for a couple of hours so how did that cause another account to be issued.  Her response to the commission. Is totally different from what she is writing to Revdex.com she stated I requested service when I never requested service only to know my balance. Yet again she seems to rely on the fact billing notices which has charged us deposits for new accounts, that we didn'  ask for and then they merge accounts so not only are we be9ng charge deposits for services we already have . Then merging the accounts together that' not fair. I am tired of Mrs. [redacted] continuing to review a piece of paper and stating they are right instead of reviewing all 3 accounts and going line by line to try and understand what I am saying as a customer. She has continuously cut and paste the same email after I have given her documents after documents regarding the discrepancy she has never answered those statement. The advocates have send me everything she has written and it clearly shows a bias. She also stated my husband and I try to commit fraud? When we gave our exact name and our social security  numbers.  This a just numerous bias things that were said about us. She has no empathy nor does she care. Her company cut off our services after receiving a medical certification that is suppose to last 120 day. So I am rejecting this!  She should  answer the question from my original email I sent to her on November 6,2017 detailing the discrepancies I had. She has yet to comment or answer any of these questions. When will she decide to respond to that!   it has charged us

I have reviewed customers account, our records indicate customers $84.16 credit was transferred to their new account on 10/14/2015 and the account currently has a credit of $24.24.  Customer spoke with Customer Service on 10/28 and was advised the same.  DPL apologizes for the delay. [redacted]...

[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. 
Check was received on June 5, 2014.

Customer [redacted] originally had his bills being mailed to the service location address, which was incorrect. Delmarva Power corrected the mailing address in October yet the account continued to not be paid in a timely fashion. There were two returned payments and no proof was given that this...

was a fraud situation so the account remained Cash Only. Payment arrangements were broken and the service was disconnected in May. Delmarva Power would require payment in full to reconnect service. While the account started with an incorrect mailing address, the customer had ample opportunity to comply with payment arrangements subsequently granted but failed to make necessary payments. During the course of investigating the customer's current complaint, it was discovered the prior account holder at this property, Alison Howton, is currently living at the property. This would mean the full balance under [redacted] as well as the balance under Alison Howton would be required in full before service is reconnected. I left a voice message for the customer on 7/25 with my contact information.

Left voicemail message for Mr. [redacted].  Final disconnection notice was sent on April 20 advising of the past due amount of $271.22 on account and advising that his service was subject to termination on or after May 5.  Due to late payment, services were disconnected on...

5/10.  Payment of $221.22 was made on 5/10 and services were restored.  As a one-time courtesy, Delmarva Power will waive the $30 reconnect fee.

Please see attachments. I was unable to reach the customer. I never had a response to my email 2-2-16

I reviewed Ms [redacted]'s account, due to a defect in our billing system customer received adjusted billing from June to Dec Bill, as Ms [redacted] stated she received the adjusted bills that did not show her payments.  The bill mailed on 1/27 showed all payments that were credited...

to her account. This matter has been resolved, customers current bill was sent 2/25 with her current charges of $145.68 balance due.  I called customer to apologize for any inconvenience she may have experienced, left a voice mail for a return call to my direct # if she has any concerns regarding this issue.[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]

According to Delmarva Claims Dept, claim has been closed and reimbursement has taken place at this time.

Our office first received this inquiry on October 14, 2014.  An investigation into [redacted]'s concerns have been conducted.  Please accept this as Delmarva Power's response to his concerns.
 
On August 19, 2014, [redacted] contacted our Customer Service Department...

and advised that two payments had been withdrawn from his account.  He advised that he did not authorize a payment of $100.00 only one payment of $106.72.  He was advised at that time to provide a copy of his bank statement and that a review of his account would be conducted. 
 
The investigation revealed that the $100.00 payment was made to Delmarva Power from his online banking website.  [redacted] was advised the same on August 20, 2014.  Per his request a refund adjustment in the amount of $100.00 was processed on August 21, 2014.  Our records indicate that the check was mailed to [redacted] on August 25, 2014. 
 
The internal investigation found no internal errors made on behalf of Delmarva Power so no additional credit adjustments will be made to the account. 
 
[redacted]

I have completed a review of the account. The total outstanding balance on the account is currently $848.41. Of this amount, $465.00 is the outstanding security deposit thatwas assessed on the account on February 4, 2016. The deposit was assessed on the account due to delinquency. There have been...

three prior disconnection notices generatedon the account prior to the deposit being assessed (5/25/15, 12/9/15, and 2/4/16). The last time the account was paid in full by the due date was in February 2015. Thewaiver of the deposit is not warranted. Mr. [redacted] has been set up on a 3 month payment arrangement for the deposit amount of $465.00 (3 installments of $155.00).

Deposit of $510.00 was assessed to due delinquency.  Mr. [redacted] has made 12 late payments in the past 12 months.  After two disconnect notices in a 12-month period our system automatically assesses a deposit based on a two-month average bill in accordance with our Tariff's Rules and...

Regulations, which can be found on our website.  Notice of a possible deposit assessment is also printed on the disconnect notices.  The $510.00 deposit was waived as a one-time courtesy; however, any further late payments can result in a future deposit assessment, which will not be waived.

I have emailed Ms. [redacted] accounts receivable statements for her prior service at [redacted], Mr. [redacted]'s prior service at [redacted], along with the joint accounts for [redacted].  Due to the service being disconnected a new account was created for the 1[redacted] which is why there are two statements for the same location under different account numbers.  I have confirmed with Ms. [redacted] that the total balance on the account is currently
$4,493.53.  The account is currently on an active 37
month payment arrangement.  The terms of the agreement require 36 monthly
installment payments of $109.54 plus the current monthly electric and gas
usage, and one final installment payment of $137.26 plus the monthly electric
and gas usage charges. I advised if she has any further questions or concerns or record of any payments not listed on the attached statements that she can contact me directly and I will be happy to assist her further at that time.

I spoke to Ms. [redacted] and advised that I have waived the $565.00 as she should have been advised on 1/11 when she called in to report the payment that the account would need to be set up on a payment arrangement to avoid future collection activity.  Had that been done, the account would have...

never generated the disconnection notice which in turn generated the security deposit.  I advised that I would waive the security deposit of $565.00 reducing the total balance to $489.42.  I advised her to pay $249.59 (the current gas and electric charges) on or before 4/11 (current due date of bill) then the remaining balance of $239.83 would be split in two installments.