Delmarva Power

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.

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,

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.

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 complaint has not been addressed. I received a call where the supervisor gave me no resolution. She indicated that she had cancelled my budget billing. This goes directly against what I had asked to be done. I wanted budget billing for the convenience of it and to keep my bills at a consistent dollar amount yet she cancelled it. I told her I just wanted it corrected, not cancelled and she said it was too late, she had done it. I asked how they were able to correct the problem and she said they hadn't. I asked what had happened to cause the problem and she said she didn't know. I asked her to keep me in budget billing but correct the amount and she said she could not. Then she said if I wanted to, I could "try" again next month, she said it "might" work then.  I don't see how this is resolution in any way at all. She openly admitted that they don't know what happened and that the figures were indeed off by a factor that was almost double. This is a significant discrepancy and they seem to not even care about the fact that it happened. It seems to me if it happened when I enrolled myself online, why couldn't this be a systemic problem that is happening to other too? They should be much more concerned and they are not. When I asked how to be sure about re-enrolling she said to call and they would be able to provide all the information for me about how much it would be. This is false, I started this who journey by calling and instead the representative on the phone argued with me that the system is never wrong and that 460 was correct. I tried to explain to that rep how averages work and that the average cannot be higher than the highest value in the dataset but she couldn't figure it out. She put me on hold to calculate it. In the 5 minutes I was on hold I exported the info from online and crunched the numbers in excel so I could explain it. When she came back she said she said the math was too complicated and she would need a couple hours. She person who called me is wrong, the representatives cannot help. I explained the above to her and she said just ask to talk to a manager then. Last time I  called to do that they hung up on me...the next time they gave me an answering machine where I left a message but NEVER received a call back. They seen wholly uninterested in the fact that they nearly double charged me days before Christmas, they don't know why it happened and can't fix it. They offered no reimbursement for my troubles and openly did the exact opposite of what I asked. If there was another utility company to choose from I would but that's how they continue to get away with over charging and not fixing anything, because we have no other options. I find myself wholly dissatisfied with their service and find that their "resolution" doesn't fit the definition of that work in any way.
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.
 
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]

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]

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.

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.

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.

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.

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.

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.

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]

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,

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.

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

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

Our records indicate that there have been seven disconnection notices generated for Ms. [redacted]'s account within the past 12 months.  I have attached a copy of the most recent disconnection notice that states, in the event there is a deposit on file it may be increased.  Deposits are based...

on the usage at the property for the past 12 months.  When the system reviewed the usage and the deposit, the deposit was increased to be more in line with the usage history.  Ms. [redacted] was advised on October 11, 2016 that if the account was paid in full less the deposit increase of $395.00 that the $395.00 increase could be waived as a one time courtesy.  Ms. [redacted] advised that she was unable to pay the outstanding charges in full so the account was placed on a 12 month payment arrangement.

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]

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.