Delmarva Power

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.

I  have reviewed and compared Ms. [redacted]'s consumption from Jan - March, 2015,2014 & 2013. Customer averaged a total of 3518 in 2015, 3154 kwh, 2014 and 3836 in 2013. Customer's usage was lower in 2014.Customer, stated she has electric heat and our records indicate the same. Her meter...

readings were all actual with the exception of March 2014. While the metering equipment does not provide the breakdown of energy that is being consumed there are several things she may want to consider that may have caused an increase in her electric consumption. There are factors that may cause an increase such as weather conditions, new or faulty appliance or a change in the use appliances.  Sometimes there are issues with an appliance that customers are not aware of until their usage increase such as their heating/cooling system, well pumps, leaking pipes utilizing supplemental heating (electric baseboard or space heaters), etc. Customer's meter was changed to a Smart meter 2/2014. Ms Hirtzel states via her email, she had an electrician check her property and was advised that DPL's meter was not calibrated correctly.  I spoke with customer, advised in order for DPL to determine the accuracy of the meter, a meter test and change would need to be issued. I offered a meter change and test for her unit and she advised to schedule it anytime. Customer demanded a billing adjustment to credit her account based on the information from the electrician and her average usage the same time last year. Advised customer billing adjustments are only warranted if the meter accuracy is not within the standards set forth by the Maryland Public Service Commission. Customer was at the hospital with her son and was unable to discuss her account any further. I advised customer will follow up with her sometime next week.

I spoke with [redacted] customer calling about letter of credit after reviewing the letter I had the deposit waived and advised customer he has a credit of $160.00 that will be applied to his next bill.

Customer filed a complaint with the Delaware
Public Service Commission (DEPSC) on November 4 and was disconnected for
non-payment on 11/12 at 11:04 am in error prior to contact from DPL. The
service was reconnected at 1:33 pm the same day. 
DPL has responded to the complaint...

MR.
[redacted] filed with the Delaware Public Service Commission (DEPSC) on 11/12 and
our position remains the same. I called customer on 11/12 and left several messages to return my
call on the phone numbers he provided in his complaint.  Mr. [redacted]
returned my call later in the day and left a voice mail message to return his
call. I spoke with Mr. [redacted] on 11/13, customer has an initial deposit
of $620 is on hand from February 2012, I explained to customer that the additional
deposit  assessed on August 18 of $2800 is warranted due to the
delinquency of the account and cannot be waived. Customer's increased deposit amount is based on 2
months of the customer’s average bill of $1700 per month, which is how the
deposit is calculated.  The calculation and assessment of the deposit is
in accordance with DPL's tariff which is approved by our state regulator the
DEPSC.  The account has had 4 disconnect notices from June to October
2015.   Our records indicate that on July 1, [redacted] called in to Customer
Service regarding the disconnect notice received with a disconnect date of on
or after July 2. Customer was offered a 3 month payment arrangement with an
initial payment of $3377 by July 9 and installments of $1136 in addition to the
current bill to avoid any further collection activity to start with is next
bill. Customer accepted the offer and paid $3385.40 on July 8. Customer was
advised his next meter read for the new bill was on July 9. Customer's payment
arrangement had broken by August due to lack of payment.  DPL did not
receive another payment until September 21 for $5136.70.  Mr. [redacted] is
stated he was the new owner of the restaurant and stated the previous owners
did not pay.  DPL records indicate Mr [redacted] is listed as an Associate to
this account as far back as 2/2013.  If there is new ownership of the
restaurant, the new owner is required to request to activate a new account.
I advised Mr. [redacted] that DPL is willing accept a payment of
$4000 by 11/18 to avoid any further collection activity, the amount of $2800
will be applied to his outstanding deposit and $1200 will be applied to his
$4848.05 balance, then the remaining balance can be set on an extended 6 month
payment arrangement of $808  .  Mr. [redacted]
stated DPL must accept his terms or else he will be going to the media. 
 I advised Mr. [redacted], I would submit his claim for reimbursement
for his loss of business to our Claims Department for review.  The Claims department has opened a claim, an
adjuster will investigate his claim and contact customer.

I have reviewed [redacted]. [redacted]’s case file.  Ms. [redacted] had service in her name at [redacted] [redacted] until 8-31-15.  A final bill was issued showing a balance of $1,129.79.  In August 2015 [redacted] called for service at [redacted]...

[redacted] and service started for him on 8-28-15.  In Dec 2015 we discovered that [redacted] was living at [redacted] Dr with [redacted] and her outstanding balance was transferred.  At that time we accepted a payment of $200 and set up her remaining balance on a 12-month arrangement (bill + $51.44).  In Jan we made corrections to the [redacted]’s Sep through Dec 2015 bills and new updated bills were issued.  The [redacted]’s payment arrangement broke in Feb due to non-payment.  In Mar the [redacted]’s called wanting to include the updated Sep through Dec charges into the arrangement; however, this request was denied as the [redacted]’s have made no payment to the account since the $200 on 1-5-16.  Since the account opened in Aug 2015, the [redacted]’s have made a total of two payments:  $385 11-21-15 and $200 1-5-16.  The [redacted]’s now owe a balance of $2,071.88.  In regards to payment arrangements and to avoid disconnection of service, Delmarva Power is willing to accept an initial payment of $520 and then will extend a final 12-month arrangement on the remaining balance (bill + $129.25).

I have reviewed the customers account. DPL is obtaining actual readings for billing. Month       Reading      Days      kWh/Demand       Charges
January    ...

014552          39       1240 - 4.10           $220.56
February   015824          28       1272 - 4.3             $222.10
March       017088          30       1264 - 4.6             $221.58
April         017375         30        286 - 3.70             $166.25
May          017658         31        283 - 4.55            $ 178.52
I'm not sure when the customer was out of the Country, however; the consumption for the April and May billing
cycles is less than in previous months. He is on the Medium General Service rate. Regardless of the
kilowatt hours used the Customer Charge is $49.52, the Transmission Capacity Charge is approximately
$47.85 and the Standard Offer Service Charge fluctuates slightly and is approximately $27.47 per month.
Those charges alone are approximately $125.00 per month before the charges based on the
consumption are added. I can understand why the customer feels the billing was incorrect, however; the
based on the rate he is on the billing is correct.

We regret that Mrs. [redacted] is unsatisfied with Delmarva Power's position regarding the security deposit.  As previously explained, the deposit $775 deposit was assessed in Aug 2015 due to delinquency.  
 
Between Aug 2015 through July 2016, the [redacted]s carried a balance ranging from $3,000 to $5,000 every month.  Although Mrs. [redacted] has been on prior payment arrangements (the last one was cancelled after the required payment of $445.60 was not received by the due date of 8/2/16), carrying a balance month to month does not improve a customer payment rating.  In order to improve a payment rating, you must pay the full balance each month by the due date.  
The deposit is scheduled for review again in Jul 2017.  On 8/16/16 Ms. [redacted] paid the full account balance of $2,886.35 and paid the Sep bill in full and on time.  If she continues to pay the full amount due by the due date, the $775 deposit will be refunded to her in Jul 2017.

Customer has a current balance of $392.2. The assessment of a security deposits on the customer's account that does not currently have a 
line-height: 1em;">deposit on hand is part of DPL's tariff which is approved by the Delaware Public Service Commission Customer.  Customer was assessed a  $215 security deposit on 9/30/2015()which has been satisfied as of 3/2/2016) was due to the delinquency of her account    Due to her late payments, 5 disconnect notices were generated and mailed to the customer between 2/26/2016 and 12/29/2015. Customer's deposit is warranted and is not eligible to be waived.  Once customer has re-established a good or excellent payment history by paying his balance to zero and has paid his bill in full by the due date for 12 consecutive months, his deposit will be refunded.   
[redacted]

There was a request for service by another party at the customer's address to start 10/27/16. This resulted in a Final Bill being sent to the customer. There was no call concerning the Final Bill, and Delmarva Power would not question the new party moving in if they have the correct address, nor...

would Delmarva Power contact the prior party to confirm they are moving out. This resulted in the service being turned off on 11/1/16 at 8:42am. Once notified, Delmarva Power issued a reconnection order and service was reconnected 11/1/16 at 11:08pm. While the situation is unfortunate, Delmarva Power would not offer compensation for time spent without power as no usage was occurred during that time.

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

Delmarva Power has completed the appropraite meter installatino on May 27, 2015.  Permission to operate was communicated via electronic mail to the Solar Contractro and customer on June 2, 2015.  We extend our apologies for the delay in providing a timely meter...

installation and response to this matter.  Attached is a copy of the permission to operate for your records. Sincerely,[redacted]Customer Relations Lead AnalystRegulatory and Executive Customer Relations

Pretty upset considering my bill has tripled in the past two months. It went from $150 to $490 and I received today was $891. Ive kept up with my bills until this past month I owe $240 from the previous bill I cannot afford at the moment. I have my windows and doors wrapped in plastic to keep warm air in,appliances all but fridge unplugged, no lights are on during daylight hours, fireplace being used instead of the electric heat yet they claim I use 200 kw per day so I had them replace my meter... Three days after having it replaced it says we have only used 240 kw ( in three whole days which they said I used in one day each day daily)! So it was their faulty meter in which delmarva power refuses to adjust my bill considering I was not using the electric... Im pretty mad considering they want to charge me $1,331 for a two month period and I dont even make that much in an entire month and it was their issue not my usage.

My ordeal with delmarvapower has been a nightmare for the last few years they have been charging my delivery amount as much as my electric amount making my total bill double this is totally stealing. Delmarvapower is sm stealing outta of the pockets of thier customers shame on them can't we sue them???

I am writing this letter of complaint because I contacted the commissioners office this afternoon and was told that I need to write to Delmarva first to let them know that I have a complaint , first this is how my story starts I get a call from my husbands 89 year old grandmother saying some crazy person was banging on my front door I came home to make sure everything was ok there was a slip on my front door saying I needed to call the electric company to pay my bill or it was going to be shut off I came in the house and grandmother was very shook up I thought maybe she was exaggerating a little so I looked up the video of the front door and the service guy was seriously banging so hard on my door it was very disturbing as I'm trying to calm her down I'm trying to call the electric company to pay my bill for at least an hour finally they said they couldn't help me they were taking emergency calls only so I went to the bank and went to the grocery store to pay my bill there , I finally get home and they shut my electric off after I paid the bill and came home so I was on the phone again for over an hour waiting for someone to help me because they said they were only taking emergency calls because of the weather finally I said it was an emergency because I had no electricity and my phone was going to die because I've wasted hours on the phone trying to speak to someone the lady on the phone also said I would be charged a forty five dollar reconnection fee , my complaint to the electric company is you should not shut someone's power off on a day that you are taking emergency calls only that is ridiculous ! Thank you for listening to my complaint

As we enter the third day of no power, I finally see a bit of honesty on their "Outage Board" they have no idea when then getting to us as the lights of neighboring streets are on. The posted times that were the "most conservative" estimations of service being resumed have come and gone. What a joke! It's there to keep customer service calls down and has no basis in reality. This is what happens with a state regulated monopoly.

Review: They did not deliver gas services on the date that they said they would, potentially causing health problems to my young children.Desired Settlement: Immediate start of gas service for water and air heating.

Business

Response:

Delmarva Power went out to the property on 4/2/15 and verified that the gas service was on.

Review: I moved out of my apartment, located at [redacted], in December 2014. I left behind a security deposit balance of $249.49 with Delmarva Power. I received a notice in the mail informing me of this remaining amount. I called in January 2015 and was told I had to request the refund. At the time of this phone call I made the formal request for my refund to be dispersed. I was told that I should receive the check in the mail within 7-10 business days. In late February 2015 I still had not received the refund and made a follow up call. I was informed that the refund still had not been processed and that it would be looked into. Again, I was told to expect the check in 7-10 business days. In March 2015, I called back for a third time and was told again that the refund was still pending but there was no reason given. At this time I was told to call back in a few days. I called back and was told that the check was mailed on or about March 23rd. Toda is April 14 and I still have not received my refund. I spoke with a representative today that said he was just as confused as I am because according to their system the check had actually been released on March 20th. I was told I would receive a follow up phone call within 24-48 business hours, yet again. In the past 4 months I have not received any return calls that were promised and still do not have my refund.Desired Settlement: I would like my money returned to me as soon as possible. The $249.49 is money that belongs to me and should have been refunded when I originally requested it in January 2015.

Business

Response:

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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I had recieved a notice dated 10/02/2015 stating "the terms of the utility service protection program requires that you make monthly payments on your electric service account. our records indicate that we have not received the required monthly payment for the second consecutive month. these payments are in arrears now. non payment of the two consecutive bills can cause you to be removed from the program and result in your service being terminated.

failure to comply with this request within 10 business days will result in your account being removed from the US pee pee in your electric service will be subject to disconnection failure to comply with this request within 10 business days will result in your account being removed from the USPP and your electric service will be subject to disconnection if you have any questions regarding your account balance please contact our customer service representative between the hours of 7 a.m. and 7 p.m. at [redacted]."

I had called and listened to my billing information and it stated that $164. And change was due so I made a $170 payment and then called to see if anything else might have been due before the 10th day which would be 10/12/15. They told me that the letter SHOULD had been mailed months ago and I was already removed from the budget billing. I do not think this is fair and I think it is an error on their part.Now my electric is subject to be shut off because they dididn't send the letter a few months ago like they were supposed to.Desired Settlement: I want no compensation I just want back on the budget billing program since this was in their error. I do not think its fair that big companies like this try to walk all over the little people like they do.

Business

Response:

Our records indicate that Ms. [redacted] was set up on the EUSP budget on December 15, 2015. The balance on the account at that time was $1106.35. The budget start month was January 2015. The account was set for the budget amount of $211.00. The budget amount was then reduced to $164.00 as of February and the EUSP payments of $45.00 were applied to the budget amount each month. The only payments that were being applied to the account each month were the EUSP assistance payments of $45.00. The first customer payment made on the account was in July 2015. A notice was sent to Ms. [redacted] on October 2, 2015 advising that a payment of $1617.44 would be required in order to bring the EUSP budget current and to remain on the program. Ms. [redacted] contacted DPL on October 8, 2015 and was provided the option to make payment to remain on the EUSP budget or she could be removed and set up on a 12 month deferred payment arrangement. An initial payment was accepted and the balance was placed on a 12 month payment arrangement. This arrangement is currently in good standings.

Review: Over the past several months (since 11/7/14) I have received numerous bills/statements within the same month where the amount seems to increase without any explanation as to why. I've called and talked to several representatives with no resolve.

Example for the month of May: Statement received: 4/20/15 - 715.63 (due on 5/7/15); Statement received: 4/30/15 - 576.86 (due on 5/15/15); Statement received: 5/1/15 - 576.86 (due on 5/15/15); Statement received: 5/1/15 - 576.86 (due on 5/21/15); Statement received: 5/2/15 - 576.86 (due on 5/22/15); Statement received: 5/10/15 - 576.86 (due on 5/29/15); Statement received: 5/13/15 - 1095.80 (due on 6/1/15); Statement received: 5/16/15 - 1366.96 (due on 6/03/15); Statement received: 5/17/15 - 1366.96 (due on 6/05/15);

Current Online Statement indicates 1554.34 (due on 6/8)Desired Settlement: To ensure my bill is correct going forward

Business Response:

Current balance $1,524.70. DPL's records indicate Ms [redacted] spoke with a CSR in regards to her issue and was set on 12 month installment plane on 6/8. [redacted]

Review: We have been behind on our power bill. My wife has been out of work for a month and a half due to a difficult pregnancy and delivery. After our daughter was born, she was readmitted to the hospital a few days later and sent to [redacted] for evaluation. I have missed two weeks of work, and as a result of our hardship, we fell further behind on our electric bill. We have attempted to make partial payments when and where we can. My wife called a few days ago, but they refused to speak with her because her name was not on the account. Today, a man arrived at our home with a notice that our power would be disconnected if we did not call within the hour. When we called, we were informed that we must pay $370 or face disconnection and the associated fee to reconnect. We related our recent financial problems and were congratulated on the birth of our daughter but essentially informed that it wasn't their problem and there was nothing they could do for us. They storng-armed us into paying $370 (so that we now have to find another way to pay rent) and set us up on a payment plan for the remainder due. An hour after we hung up the phone, our power was disconnected. My wife called and was informed that they "forgot" to cancel the disconnect order and that it would be up to two hours to have it reconnected. When she informed them that we have a two-week-old newborn in the house, they asked if she had somewhere else she could go in the meantime. (She doesn't.) At that point, they apologized but once again said they could do nothing about it. After an hour of sitting in 90-degree heat (WITH a newborn), the power was turned back on.Desired Settlement: I am requesting a billing credit for the inconvenience. They are quick to charge extra fess where they see fit, but are unforgiving and unrelenting in their business practices. They should be held to the same standards they hold for their customers. Thankfully, my daughter did not overheat (though she was crying, cranky, and sweaty). It could have been a much worse situation. It is wrong and shameful to demand payment and then disconnect service despite having received the payment.

Business Response:

A final notice was sent to the customer on June 24, 2014 advising them service may be interrupted on or after July 9, 2014 for a past due balance. There were

three letters and three phone calls made to the customer this year advising them of a past due balance and returned checks. Our records show the customers

wife called to discuss payment arrangements on July 18, 2014 (nine days after the disconnect date). Unfortunately her name was not on the account at that time. Due

to privacy reason’s we are unable to discuss an account or establish payment arrangements with anyone other than the customer of record. On July 23rd the customer

of record and his wife called to discuss payment arrangements (Her name has been added to the account.). The order to disconnect service had been issued on

the account for that day. The customer made the payment needed to stop the disconnect and unfortunately the order was not cancelled. The service was

disconnected at 3:07 PM. The order to restore service was issued at 3:13 PM and was completed at 4:07 PM. We apologize for any inconvenience the customer may

have experienced. The service charge of $45.00 to restore the service has been removed from the account. Payments for service’s rendered are due to be paid in full by

the due date on the bill. If a customer is unable to pay the balance in full, payment arrangements are available in most cases. It is important customers

contact the Company to discuss payment options prior to the order being issued on the account.