Delmarva Power

The January billing period was extended to a 42 day period due to an internal billing system change and therefore that bill may appear to be higher than prior history bills. The meter was exchanged on February 13, 2015.  The attached statements have been emailed to Ms. [redacted] to help her...

better understand the recorded energy usage.

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.

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

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.

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.

Our records indicate Mr. [redacted]'s refund check was reissued on 4/21 and cashed on 4/24. I called customer to confirm, left a voice mail message for a return call. [redacted]

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.

Delmarva Power generated refund check on 12/21/16 for 276.10 and mailed to mailing address provided by customer. I left two voice messages to confirm whether customer has received the refund check as of yet to determine whether the payment of the check would need to be stopped and another mailed. I...

have not received a returned phone call at this time.

Current balance $919.51. [redacted] was assessed a deposit of $525 due to the delinquency of his account. The deposit assessed is in accordance with MDPSC COMAR 20.30.02.03 - Re-establishment of credit. Due to Mr [redacted] delinquency 3 disconnect notices were generated on 08/26/2015,...

12/17/5/2015 & 01/22/2016. The deposit is assessed if the customer receives 2 or more disconnect notices within 12 months. Mr [redacted] has been offered a 3 month installment to pay the deposit of $141.33 in addition to his current bill on 01/29/2016 to start with his current bill due 3/8/2016 March bill.   The deposit is warranted and is not eligible to be waived.  Once the customer pays his bill down to a zero balance and pays his bill in full by the due date each month for 12 consecutive months his deposit will be refunded.

Delmarva Power credit department had sent 2 separate refund checks to customer, and the first check was mistakenly not removed from balance as not cashed. Delmarva Power has recalled the amount back from Rickart Collections and removed the balance from the account. The account now has a zero balance.

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.
This is a lie. I told Delmarva Power my correct address in June. When I called July 7th, the rep told me that they had my correct address on file ([redacted] 08046) but they made a mistake and mailed it to the previous address by mistake. They told me that they would have to cancel the old check and send it to the correct address. When I called on August 22, the rep told me that they mailed my check out to the correct address ([redacted]). The rep on August 22 as well as the rep on July 7th BOTH read out to me my correct address without me having to give it to them. The correct address has been on file since June so they are completely lying! The rep on August 22 told me that it should take 3-4 weeks to get to my home in New Jersey. I called on Sept 13th and they told me it was AGAIN sent to the wrong address. The supervisor [redacted] told me that they're cancelling the old check and expediting the new check. I STILL have not received it. So they are ALL lying. If I don't receive my check by Monday Sept 26, I'm taking Delmarva Power to small claims court. I already filled out the small claims court form and have the name of the officer ([redacted]) that would be served papers. They should NOT be treating customers like this and they shouldn't be blatantly LYING to the Revdex.com. I don't care if the check comes on the 27th; if its not here by Monday the 26th, I'm SUING!
[redacted]

A request has been sent to our credit department to trace how many refund checks were sent and cashed. If confirmation is received only one refund check cashed, balance will be removed.

Customer [redacted] had estimated readings at the property from September 2015 to August 2016 when service ended. At time service ended, the actual meter reading was taken and customer billed up to that reading. While estimates during service were lower than the actual usage, customer would still...

be responsible for paying for the electricity used. Delmarva Power would not be able to remove charges.

Below is the information received from our contractor Comverge advised that they I spoke with Mr. [redacted]'s ([redacted]) girlfriend and she stated this complaint was filed a long time ago, and that all is well no problems. She also mentioned the DCU...

device was removed.

Customer has a Current balance of $3426.89. I spoke with Ms [redacted] advised DPL will lower the previously required amount of 1665 to $1000 to transfer service to premise #8000692090 then set on an 18 month payment arrangement of $108+cb (with $465 deposit being applied to final bill). Customer...

states applied for Energy Assistance, she advised them the required amount of $1665 was needed advised if receives then will set on 12 month payment arrangement of $108+cb.  Customer was billed a $465 deposit 3/25/2015 which was based on the previous consumption history at her property.  Customer was enrolled into Budget Billing which is also based on the previous consumption history. Customer's actual consumption doubled the previous history.  Ms [redacted] just recently applied for Energy Assistance, DPL has not received any commitments or payment from the agency.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11441878, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 
 I received 1 bill from Delmarva on  May 31.    It does not address the issue that goes back all the way to March of 2015 although I was paying the bills with only estimated readings until the end of 2015. That is when I stopped paying because I couldn't get any answers to the past bills. After trying to understand the bill just received, I am just as confused as ever. I faxed 9 notebook size papers with multiple meter readings & paper with production readings from solar company from the day it was turned on. Readings on past Delmarva bills & production readings -when compared to each other-doesn't seem to compute.   There was no credit given with the recent bill, but the bill was increased plus a late fee added. I can not accept that the complaint has been resolved.                                                                                                                                                                                                                                                                               Sincerely,

I called [redacted] left message on her answering machine..  A deposit is required due to her payment history on her old account.

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.
Although this issue dates back one year to September of 2014, to date Delmarva has not yet offered any payment to me.  There is absolutely no progress on my complaint.  I attempted to resolve this issue amicably with Delmarva Power from September of 2014 through to January/February of 2015, when Delmarva stopped returning my phone calls.  As a result, I filed a complaint with the Revdex.com.  As a result of my Revdex.com complaint, earlier today [redacted] of Delmarva called me.  This was my first contact from Delmarva since the January/February time frame.  During the phone call Delmarva indicated that Delmarva had yet again lost some of the paperwork for my case (one of the issues that was part of my initial complaint).  Specifically, Delmarva lost the name of the contractor that installed my HVAC unit.  This information had previously been supplied to Delmarva on numerous occasions and Delmarva had in fact previously been in direct contact with the contractor on a regular basis for several months.  Nevertheless, Delmarva insinuated that it did not issue my rebate payment because Delmarva's current files no longer include the name of the Delmarva approved contractor that performed my HVAC install.  To the contrary, I yet again provided Delmarva with the name and phone number for the Delmarva approved contractor that performed the HVAC install.  Having realized it made another error in my case, Delmarva then immediately called the approved contractor and attempted to blame him for all of Delmarva's errors.  During this conversation Delmarva made numerous arguments, but the fact remains that all of my dealings on this issue were directly with Delmarva before involvement of the contractor.  Delmarva informed me directly that my HVAC unit qualified for a rebate.  As a result, I complied with all of Delmarva's numerous and time consuming requirements to obtain the rebate, but Delmarva has not yet issued payment to me.  There is no progress on my complaint.

sans-serif;">This matter was not resolved previously as the transfer request was never completed as stated.  I was unable to provide a response to the current resolution as the complaint is showing as closed. Please be advised that I have left a voice mail message for Ms. [redacted] today and sent a follow up email advising of the corrected resolution: Please accept this email as follow up to the voice mail message I left for you this afternoon.  I have completed a review of your account.  Our records indicate that you had an outstanding balance of $106.52 for account number 50002654353.  There was a credit balance of $129.55 that was still showing on account number 50002069594 that was placed in your name in error.  I have transferred the credit of $129.55 to your active account today, thus leaving a credit balance on your active account in the amount of $23.03.  In addition, I have also reversed the $65.00 deposit from the account.  This will bring the total credit on the account to $88.03.   I spoke to the Supervisor in our Credit Department today and he advised that he would be processing the request for a refund check for the total amount of $88.03 on Monday, January 4, 2016 once the deposit reversal is posted.  I was advised that you should receive the refund check of $88.03 on or before, Friday, January 8, 2016. Should you require any additional assistance on this matter, please contact me directly at [redacted]

A review of Ms. [redacted] account has been conducted. An adjustment has been made on her account removing all charges billed to her.