Delmarva Power

I spoke to our Green Power Connection Team and confirmed that the solar contractor, Sungevity,  needs to provide an updated part I interconnection...

agreement. This particular solar contractor continues to fill out the application incorrectly and not the way DPL requires.  The contractor has been advised via email and phone to match the AC inverter rating with the system size they are installing and despite our numerous requests, they continue to ignore this step.  Once the completed application has been received DPL can move forward with the installation of the NEM meter and provide the permission to operate.

Contractor that did gas work for DPL has completed repairs.  Usually, repairs are done once the entire job is completed.

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. Ive already acknowledged I'm having a hard time paying my bill. I have fallen on financial hardship resulting from my father dying unexpectedly and my mother being gravely ill. I have done my absolute best to pay the bills despite my hardship. I still don't see how adding more money to my bill is supposed to help me!? Unfortunately, they're the only power company serving my area so me and others are being locked in a chokehold to pay more monies we can't afford. I just received my bill today, instead of the $400 bill I worry about paying its  $567.67. Now you tell me how's that was supposed to help me? I paid $400 and was told to pay another $400 in 2 days or they would add an additional deposit and spread it out in a 12 month arrangement. Again, impossible due to my financial hardship I wasn't able to come up with the monies in 2 days. This is there resolution to helping people in need? 
Regards,
[redacted]

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.

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.

The customer stated he experienced a power surge on August 12, 2016. He contacted Delmarva Power to file a claim that same day. During that phone conversation, the...

customer requested a supervisor visit him at his home. The call center representative advised that would not be possible.
 
The claim which was filed is still under investigation by our Claims Department. Once the issue has been decided upon, the customer will be contacted.

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.
We have not been contacted by the DPL Claims Department as the letter states.  In addition, The Security deposit has not been removed as requested.  Unfortunately, once the power is disconnected 10 hard working people will lose their jobs.  It shocks & saddens me that DPL/PECO chooses to conduct business in such a manor.  I have offered to bring the account current & keep it current minus the security deposit however, DPL/PECO would rather put 10 people out of work.  The bill was run up by a previous owner and we are made to suffer for it.I guess the message to small business is forget you, we'll take care of the big companies first.  And everyone wonders why more small business close each day than open.  Soon a handful of massive companies will run the entire country and small business will be erased from existence.  Thanks DPL for selling out to PECO, from everything I've read, they are one of the most hated companies in the US.  They certainly live up to it!
Regards,

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.
My account was never adjusted, nor was I contacted with a fixed statement. I just keep receiving statements with threats to turn off my electricity, with the same $1,200+ balance. 
Regards,

Ms. [redacted] can contact our Energy Advisor Team at [redacted] to further discuss her usage and conservation tips.

Per the DE Tariff, Delmarva Power can require a cash deposit for an existing customer until satisfactory credit is established. I have attached a copy of the tariff regulation as well as the two prior disconnection notices that Ms. [redacted] received prior to the deposit being assessed on...

the account.  Our records indicate that the account had only been paid in full by the due date once in the twelve months prior to the deposit being assessed on the account.  The service does not need to be physically disconnected in order for DPL to assess a security deposit on the account.  The disconnection notices states that there will be a reconnection fee charged if the service is physically disconnected.   It states that a deposit may be assessed or increased.  Based on the review of the payment history on the account, the deposit is warranted and will not be waived.  In the event Ms. [redacted] cannot pay the deposit in full she does have the option to request to pay it over three installments.

This is a MD customer.  I have reviewed Ms. [redacted]’s case file.  In March 2015 Ms. [redacted] paid a $490.00 security deposit.  That deposit was reviewed for possible refund and was credited back to her electric account on March 24, 2016 in accordance with COMAR 20.30.05.05...

Refund of Deposits.  The $490.00 credit satisfied Ms. [redacted]’s March electric charges of $231.93 leaving her with a credit balance of $258.07-.

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.The response from Delmarva Power we received today was inaccurate and incomplete. The report mischaracterizes the sequence of events and leaves out the most important piece: the fact that our second set of NINE months' bills (received by mail May 19, 2016) dating back to September 2015 say "actual" beside gas readings that had originally said "estimated", thus altering the total payment due for each month. This appears to attempt to justify the overcharges that began in March 2016. This new "actual" set of bills is IMPOSSIBLE since our home's malfunctioning meter had been replaced twice during that time period. HOW did Delmarva GO BACK in TIME and "read" a malfunctioning gas meter for NINE separate months that had already past and been paid in full? Furthermore, how did past bills (Sept 2015-March 2016) get recalculated and now somehow reflect later payments made this year in the balance. For example, the September 2015 bill now reflects an April 22, 2016 payment among other random dates. It does not, however, show our complete April 22, 2016 payment of $300; instead it shows less than $100 paid. We must look at October 2015 to find the rest of that payment. Delmarva owes us an explanation for these deceptive and fraudulent billing procedures.The report today skipped several key phone and email conversations we'd had. The report writer (name unknown) failed to even proofread this before submitting. This lack of attention to detail highlights the carelessness Delmarva uses to deal with customer service concerns.The dates mentioned in their response to Revdex.com are incomplete, as well. They did not mention repeated technician visits during the summer of 2015 when they replaced equipment. They also did not mention our call to them in early fall of 2015 asking about the drop in cost on our gas charges. We were told then that we'd been overcharged by estimated billing up to that point and we had a credit. They said our account was correct.The spreadsheet attached today was incorrect. It skipped the month of October 2014 entirely, for example. It included two entries for March 2016 and April 2016, as well. What message was this spreadsheet supposed to be conveying? It was not at all helpful; instead, it was another example of Delmarva's inept handling of this issue. How can they be trusted? None of their "readings" can be believed. At this point we are more confused than when we'd started this inquiry earlier this year. In closing, we do not have any documentation other than your Revdex.com email and attachment that shows Delmarva's position at this time. We do not know what they are planning to do to rectify this issue, and we do not have confidence in their business practices at this point. We have already been in touch with the Delaware Attorney General's office, the Philadelphia media and two private attorneys. We will not be satisfied until this is resolved completely and accurately. Hopefully, Delmarva will contact us and be transparent with their position so we can reach a reasonable compromise. If not, we see no other recourse and will pursue legal action.Regards,

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]

I spoke to our Gas Engineering Coordinator today and confirmed that the location that is in question is in the hands of the Contractor- Guardian Construction.  A written request has been directed to the contractor to have this addressed as a priority.  I have been advised that once onto...

their priority list, we should be able to have this location fully restored by middle or end of next week.  Our Coordinator has reached out to Ms. [redacted] and advised that our estimated time frame for completion of the property restoration is targeted for completion by the middle or end of next week.

Customer received a letter advising him we need access to the meter. The letter may have been sent in error as the meter readings are actual and the imu appears to working as well

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.
The company continues to reference Maryland COMAR 20.30.02.03 as being a requirement under law to make the customer, me, pay a deposit. However, the language of the article is clear it gives the utility discretion in this matter and allows Delmarva Power to remove the deposit from my account. The key word in the article is "may", which is defined by Merriam-Webster as "having the ability to."  The response received from Delmarva Power is clearly a company policy to disconnect high usage customers from their system or it simply the policies of a for-profit company to keep profit margins high. Either way I have included a segment of the law for your review: .03 Reestablishment of Credit.A. A utility may require an applicant for residential service who is a present or former residential customer of that utility to reestablish credit under Regulation .02 of this chapter at the time of the application if one of the following exists:   
Regards,

Ms. [redacted] owes a prior balance of
$2068.27 and has been aware of this balance for many years.  In 2007 the DE State Service Center assisted
her with the bill and paid $500.00 on the original balance of $2568.27.  Our records also show in...

September 2012 she
was advised again of the $2068.27 balance when she called Delmarva Power asking
about the balance owed.  Although she
been aware of the balance owed for many years, she has made no attempt to pay on
her outstanding balance.   This balance
represents regulated charges that were billed to her for services she used in
accordance with our Tariff.  As regulated
charges they are due and will not be forgiven; however, we will accept 50% of
the balance $1035 in order to grant new service and then offer her a 12 month
arrangement on the remaining $1033.27.

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.

deposit of $495 was assessed and waived as a one time courtesy on 11-16-15.  if account becomes delinquent again deposit will be reassessed.  Amount due as of Nov bill of $176.13 and must be paid by 12-16-15

I have completed a review of Ms. [redacted]'s account.  Attached, please find a billing statement which reflects the account was paid late eight times prior to the security deposit being assessed.  In addition, I have also enclosed the two disconnection notices sent prior to the deposit being...

assessed as well.  Based on the payment history of the account the deposit is warranted and would remain on the account.