Delmarva Power

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: 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: Hi,my name is [redacted].I just recently moved back to De. I was using someone's mailing address up until march, at that time I decided to rent a room from the person who's address I was using.That person moved out in April and I was trying to find out if I had a bill in my name thru delmarva power, at that time delmarva told me that I didn't have a bill and that I would be able to get assistance.The person who I was renting the room from moved out in May or june.The landlord didn't bring the lease until july, if I never had service why should I be responsible for someone else's bill.The landlord even called delmarva and en formed the. That the other person moved out.I am at my wits end I can't afford to move anywhere else and delmarva is telling me as long as I'm at this address I will never be able to get service.what can I do? I have giving them everything they asked for.the lease proof of my past address, and then they told me after they got that that I had to get the lease notarized because it could have been fake, even though they talked to the landlord on numerous occasions.I can be reached at [redacted]. Thank youDesired Settlement: To be able to get lights on in my name through delmarva.

Business Response:

DPL previously had this complaint from the DE PSC. Account documentation shows [redacted] called DPL on April 3, 2014 requesting service at [redacted].. She said she moved into the location on 04/01/14. When I spoke with her 07/22/14 she said she called on 04/03 to see if she had an outstanding balance prior to requesting new service and that she did not know where she was moving to at that time. She said the reason the account at [redacted]. was documented was because she called using the previous tenants phone. I have had the opportunity to listen to the taped conversation between [redacted] and a Call Center Representative and confirmed [redacted] did say she moved to 1512 W 4th on 04/01. The customer provided documentation to show proof of her previous address. She provided a W2 which had the address of [redacted] (the same address she is now requesting service.) It appears she advised the Governor's Office and/or the DE PSC that she did not know the previous tenant, however; she told me she used the address as her mailing address and called from the previous tenants phone. The information she is providing is inconsistent and contradictory. The service was disconnected at the location for non payment 07/15/14. [redacted] began calling again on 07/18 requesting service stating she is a new tenant as of 06/01/14. There is a large balance at the location that needs to be addressed. DPL believes that [redacted] has been there all along and that the previous tenant may still be residing at the location. It appears they are trying to switch names on the account to avoid payment. Service will not be granted to [redacted] at this time.

Review: I received the below bill from Delmarva Power:

Bill Summary ending 1/24/2015

Remaining balance ($411.45)

Total current charges $527.41

Amount Due 2/17/2015 $375.72

The amount in parenthesis is the amount they owe us; I had paid 411.45 in advance of the bill, using the daily usage meter on their website. The total charge they list of 527.41 is a shock, based on those daily readings. I would still pay the difference between 527 and 411 without asking for clarification. But where is Delmarva getting the 375 amount? However, even more of a surprise was Delmarva's response when I called. The rep. explained that our total charges were 787.17 and NOT 527.41, as indicated on the bill. The bill is a mistake but the total amount due is not? Please, clarify the following: 1) Where is the 787.17 charge coming from? 2) Why is it at variance from both the daily usage charges on my account for both electric and gas? Why is it at variance from 527.41? 3) Where is the 527 coming from when the daily total readings indicated a likely charge of 411?Desired Settlement: An explanation of what went wrong with the electronic meter readings, and a very clear statement of what I owe. An investigation of possible over-billing for as much of past usage as possible.

Business

Response:

Attached, please find an Excel statement that includes three tabs. The first tab reflects the accounts recievable statement for the electric and gas account. The second tab reflects that electric usage and per day average. The third tab reflects the gas usage and per day average. Based on the per day average and average temperatures the usage is in line with previous history at the location. There is currently a credit of $25.00 on the account.

Consumer

Response:

Review: I received my Delmarva Power bill on August 2015 and open it up and the bill was $935.40 and called to find out why it was so high. I spoke with the Supervisor Mr. [redacted]. He explained that we were a high risk, because our bill has been late a couples times in the past 3 months. I said to him it's never been shut off no matter how high it has got. He said he was charging us a $505.00 deposit that is almost 3 times our bill. He said pay the past due and the current bill and he would waived the $505.00 I asked could I just get the due date changed, he never ask me about changing the due date on the bill. We didn't move and never been cut off in the 20 years we have had this bill. The Electric never, never been cut off. Why I has to pay deposit fee. The bill has been getting paid.Desired Settlement: I don't Delmarva Power should be able to charge any body a deposit fee because they been late on the bill. The Electric never been cut off and the bill needs to be a lot lower. I just think this needs to be look into.

Business Response:

Ms [redacted] was assessed a deposit of $505 with her September bill due the delinquency of her account in accordance with DPL's tariff that is approved by the Delaware PSC. Customer's deposit was waived on 9/9 as a one time only courtesy. Customer must continue to pay her bill in full each month and on time or the deposit will be assessed again and will not be waive. the deposit is determined by 2 months of the customers monthly averaged usage. [redacted]

Consumer Response:

Review: Delmarva Power has not refunded my outstanding balance due after the service was cancelled. Repeated attempts were made via phone to CSR and via email. As of this date the refund chaeck has not been received.Desired Settlement: Send refund check immediately.

Business Response:

Deposit refund check for $140.91 was mailed out 5/2/14 to final bill address of [redacted] and was returned to DPL for insufficient address. On 5/13 we left a message for [redacted] advising him the refund check was returned and to please call us. on 6/3 he called and we corrected the mailing address [redacted] and the check was remailed. [redacted] hasn't contact DPL since that time.

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.

Check was received on June 5, 2014.

Review: Put $190 deposit down for service, should have been returned after a year. They sent a check for $56. Called was told that was a mistake the $56 was for over payments that were made thru out the year. Always paid a little extra each month. But was also told that because of being a couple days late two times I would not get the deposit back. I still paid each bill every month and sometimes still a little extra. They can't tell me when I would get my money. Called all the numbers. I have been hung up on. Put on hold for long time until phone hung up. I want an answer and my money.Desired Settlement: Refund

Business Response:

A further review of the account and payment history has been completed. The deposit of $190.00 has been released and the refund request has been issued.

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 Have been using a small heater in my room for the past 4 months I use it every night at the same time for the past 4 months and my Electricity bill has been $90 every month for the past 4 months. For this month my electricity bill was $170! When I called and explained this to someone in the billing department they said that the small heater was the problem because its trying to heat all the house! Which is stupid because the heater is in my room with the door closed and blankets under the door also it automatically shuts off when the room is warm. She said I would save money of I turn on my house heating system! Yeah sure! I Haven't use my house heating system in years! because Delmarva will charge me $400 of Electricity a month if I use it so I don't know what she is talking about?Desired Settlement: I want a bill adjustment because I KNOW that the bill is wrong! and I'm being over charged

Business Response:

A 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.

terrible company- I have questions about possible overbilling and they wont even address the issue. Also not happy about being charged $75/month extra for refusing to take the smart meter. This is corporate tyranny as I now have to pay twice for a basic service ( reading the meter). I cant switch as Delmarva has a monopoly on the Eastern shore.

Review: I been over charge also I left to mex for a month when I received a bill 175 dollars and I wasn't even their and my breaker off how the XXXX electric is used if breaker is off they say contact my electrician I say what the xxxx has to do is the meter is belong to demalva electric is obvious they want to rip me offDesired Settlement: Find out if I'm been rob or overcharged

Business Response:

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.

I moved and therefore canceled service on March 3rd. When I canceled they advised me that my security deposit would be mailed to my new address. I called three times in the last few months requesting my deposit. They always gave me a different story but pretty much said they will "submit a request". I also emailed the business to which they responded requesting more information. I provided them the information and informed them that I planned to follow through on getting my deposit back even if it meant taking them to court....they never responded.

Today I finally received my security deposit. Had I not been persistent in getting it back I don't believe I ever would have seen my money. It makes me wonder how many people have lost their 400 dollar security deposit because they never "asked for it back.

Bottom line, it should not take three and a half months to return a security deposit. Nor should customers have to call and request their deposit back.

Review: Delmarva installed a smart meter inside my home in [redacted] 19th 2015. Prior to that my readings had been estimated since moving into the home June 2014. Even after to new meter had been installed they are still charging me estimated amounts. I have tried to resolve the issue since early July. During the first conversation with a customer service rep, I self reported the gas number reading directly from the meter, she then stated she would send that information on and have the billing team look into the entire issue. never saw a correction on my bill. I then spoke with a manager Ms. [redacted], who could find no record of my previous call, she then looked at my account and confirmed they are receiving my actual gas reading however the billing system is still estimating. She then stated she was forwarding the information to the billing department to investigate and would call me back Wednesday the following week. She never called and I still see no credits on my bill. I spoke with a manager named [redacted] on Friday 8/14 who stated it shouldn't take long for the billing department to fix the issue and he should hear something by Wednesday 8/19. never received a call from hi and actually had to call him to inquire about the bill. I ddi reach him and he had no update... he stated he would try to escalate the issue with a billing department manager. Delmarva is overcharging me and has yet to explain why and provide evidence tha they are working to fix the issue.Desired Settlement: Credits and adjustments for the gas amount I did not actually use and proper gas reporting by their system so my bills are correct each month going forward. I also want verification of what the old gas meter reading was before it was removed form my home

Business Response:

Customer's current balance $141.29 and his billing has been corrected based on the customers read on 8/7 and reread on 9/28. A request to activate customers smart meter to obtain wireless readings has been issued as of today. We are currently physically reading the meter and it appears we are not getting access to the gas meter for a reading. [redacted]

Review: Hello. Since July of 2013, I am trying to resolve an issue with Delmarva Power in regards to a street light being out. The subject street light is located in my front yard.We are residing in a townhouse community, at the end of the street, close to a small wooded area. Every morning, I leave home at 6:15 am with a 16 monthold child, and its` so dark, that I barely see a foot in front of me. Delmarva Power, however, has a little understanding for that.I submitted my first claim online in the middle of July of 2013. It was stated that it may take 30 days to repair the light.30 days passed. I called customer service department in August. I was told that a repair crew came out and determined that electricity is not being supplied to our street light,and engineering department will come out within a week and repair it. On 09/16/2013, after nearly three weeks passed after this conversation, I called Delmarva back.And, I was shocked. The customer service representative informed me that my claim was closed, and the street light was fixed. It was never fixed..! TheStreet light is still out. So, on 09/16/2013, customer service representative submitted a second claim for me. My wife and I called Delmarva several time since then.We are unable to get a clear understanding of the issue and the reason why our street light has not been repaired yet. The customer service representatives keep us on extended holds, refuse us conversations with managers, and say that they , referring to a repair crew, need help. It is unclear what HELP they need after so many repair crews have already came out since July(so customer service reps say).I fear that some major and costly repair work will be required to repair this street light, and Delmarva Power will try to delay it as much as they can.It is simply dangerous to park the car and come outside during night time. Please help us to resolve this issue!Desired Settlement: Delmarva Power needs to repair the street light that has been out for months.

Business Response:

We have this street light working now. The problem was that the street light fault was under a large tree and permanent repairs were going to have this tree removed which may have caused additinoal problems. We made customer contact and they are very happy with the temporary repairs we made. DPL will continue to work to have the light relocated away from the tree and add and additional light for safety. So, the light is working, the customer is happy and understands that we will be making future and permanent repairs.

Review: The address [redacted] Street had been vacant for about 3 years, I called Delmarva to have my electric gas shut off, and they did so, at least I thought they did. The house was on the market to be sold and we had a buyer! However, I had problems with how my deed/title was written, and I had more paperwork to complete before putting it on the market again. I returned to live there August 1, 2014, because the house remained vacant so long, I called to have the gas and electric turned on again, and they did, I got my first bill in the mail, it was over $500. dollars. I called a customer service rep she told me that Delmarva never shut off my gas for 3 years, I would think that if a customer called and requested that services be shut off common sense would include gas along with electric they come on the same bill. The customer serves rep suggested a payment plan of$200.00 a month! I have not even used $200.00 worth of gas or electric since I returned in August. I feel like I am being held accountable for gas that I asked to be shut off 3 years ago, they had my forwarding address and never bother to contact me, they also sent me a check for $1.00 as a refund for being overpaid when I moved. This error was not my fault and I don't think it's at all fair that Delmarva should charge me for their oversight. Why is it so difficult to find a person with some authority to talk this problem over with?Desired Settlement: I would like to be billed from the time I had my gas/electric turned on in August 2014, anything before that date should not be my responsibility. I am on a fixed income, anything other than what I can afford is considered an overage. Thank You

Business Response:

I have reviewed customers account. Our records indicate previous customer requested the electric and gas disconnected. Gas meter is in the basement and there was no access to the meter. A voice mail message was left 1/7/2013 for Ms [redacted] for a return call to gain access to turn off the gas and a 5 day card was mailed to customer to request for access to the meter because she is the owner of the property. On 1/11/2013 Ms [redacted] spoke with a customer service representative to advise the property was not sold to the previous customer. Customer stated she had received the card requesting access. Ms [redacted] requested the disconnect order be cancelled. Customer was to check with realtor to confirm if service needed to stay on pending settlement. Customer did not call back until 8/2014 requested service transferred into her name as of 8/2014 and was backed billed gas charges from 1/2013. Customer is responsible for the gas usage, she never provided access to the meter. Her current balance is $1,243.25, she has had 2 broken payment arrangements within the past 12 months. DPL is willing to make payment arrangement with a payment of $610 the set on a 12 month installment plan in addition to her current bill each month. DPL has only received $200 since the service was transferred into her name 8/2014.

Review: Delmarva Power was to review and approve an Interconnect Application after insulation of solar array, which was installed in early May 2015. The final building application was approved June 2, 2015. After waiting several weeks of waiting for approval to operate and the installation of a new meter, I have reached out to Delmarva Power via telephone. Their recording stated that the normal return call window of 48 hours had been extended due to high call volume. After waiting one wee, I contacted them again and did not hear back again. I then reached out to them via email through the email address given in correspondence with the Interconnect Application. Once again,no response. Between myself and my wife, we contacted Delmarva Power's customer service phone line 3 more times and emailed two more times. We still have not heard back. It has been over 2 months since the installation of the array and over 5 weeks since the final engineering inspection of the system, and we are not able to use it. Delmarva Power will not respond to phone calls, emails, and messages. We have asked for any information on a timeline of when to expect follow through from them, and they will not give us any information. It is unacceptable that this company has failed to reply to any of our phone calls or emails regarding this information. The longer this goes on, the longer we have a solar array that is not able to be used. As a consumer who has no other option in energy suppliers, our hands are tied. We basically don't know what else to do.Desired Settlement: Contact and timeline for completion of project (installation of meter)

Business Response:

Customers meter was exchange to NEM meter (solar) on 7/25 and has been giving permission to operate as of 7/27. ACE apologizes for the Green Power Connection team not responding or returning their phone calls in a prompt manner. Unfortunately The Green Power Connection team has been short staffed and back logged. ACE has since increased the staff to accommodate the call volume to respond to our customers. [redacted]

Review: For months my bill has not been corrected after making several contacts with the company about issues with my meter. They inform me that they will have someone look into this and I feel like they know I need electric and do nothing about the problem. No one has addressed the issue and when you call customer service they treat you like your trying to get away without paying and are very disrespectful and rude. My bill has always been consistent until early fall of 2014 and have been increasingly worse I went from paying $150-$175 to $350-$550 with no reason. I am energy conscious and try to conserve as much as I can that is why I bought a pellet stove for the winter. I need some answers and I'm tired of reaching out to customer service they have not been any help to the situation. They only make matters worse for me.Desired Settlement: First, I want a human with a heart to call me. Second, I want someone to look at my billing history and see that my bill use to be consistent and help determine what is different. Lastly, I would like to have someone replace the meter its apparent that it may be stating more kilowatts an hour then what I'm producing.

Business Response:

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.

Review: On 1/22/2015, I had a phone conversation with two of your customer service representatives about a bill that I have continued to receive for a home that is no longer occupied by me. On July 26, 2013, I moved out of my former marital residence and my ex-spouse assumed exclusive possession. Around that same time, she and I both called Delmarva Power to request that the account be placed solely in her name. According to your customer service representatives, there is no record of this account change. Since they could not find record of this, they requested that I send proof that I have not resided in the house since 7/26/2013. On 1/26/2015, I faxed the proof that was requested.

After not hearing back from Delmarva regarding the proof that was sent, I called them. On 2/10/2015, I called to confirm that my name and contact information had been removed from the account and that no additional balance is owed under my name. They confirmed this to be true, but would not provide a written confirmation when one was requested. I gave this no further thought until 4/1/2015 when I received a call that my application for new service was denied because of a balance owed on a previous residence.

So, I placed another call on 4/2/2015 explaining that there had been an error, my name was removed from this account and my ex-spouse is responsible for the balance. The representative told me that instead of removing my name from the account, it seems that they removed the actual service address (the former marital residence) from the account, and added my current address to the account (which is my parent's house); in fact, the account in question doesn't even show any link to the home that actually received the service.

Clearly, this is not a solution. My parent's house should not be associated with this account, nor should I. My name should have been removed from the account when I returned the documentation that they requested. I should not owe any balance to Delmarva for a residence that I did not reside in, especially after providing proof that I did not reside there and my ex-spouse did.Desired Settlement: Remove my name and contact information from this account and remove any association of that balance with my social security number. The co-applicant listed on the account is responsible for those charges.

Business Response:

Our records indicate that Ms. [redacted] and Ms. [redacted] previously had service in their names at [redacted] was listed as the primary account holder. The service at this location ended on December 10, 2014 when the service was disconnected for non-payment. The total outstanding balance from this account is $629.34. Our records also indicate that Ms. [redacted] requested that the mailing address for these bills be updated to 3[redacted] on November 6, 2013 but she did not request the service to be disconnected or taken out of her name. The notations on the account reflect that [redacted] called in and made a payment on the account on February 10, 2014 and set up payment arrangements on the account. Ms. [redacted] would be required to pay the outstanding balance of $629.34 prior to having service placed in her name at a new location.

Consumer Response:

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.?After speaking with two representatives of Delmarva Power on 1/22/2015, I was told that my name would be removed from this account for a home that I have not occupied for years if I could provide proof of non-residence. On 1/26/2015 I faxed several documents of proof. After not receiving confirmation from Delmarva, which was requested, I called on 2/10/2015 to confirm that my name was removed from the account and I owed no further balance. Delmarva’s representative confirmed that they received the fax, I was no longer listed on the account and that I owed no balance.As the attached documents show, on 7/26/2013, [redacted] assumed exclusive possession of the house located at [redacted] The proof that Delmarva requested, and I faxed, is the following: 1) Petition for Specific Performance filed with the Family Court of the State of Delaware. Specifically, please see numbers 3-5 on said document. 2) My driver’s license, indicating a new address as of the renewal date, which was 12/31/2013.Since I have fulfilled my obligation to show proof of non-residence at [redacted] – as Delmarva Power requested – I askthat Delmarva fulfill their end of the agreement and remove my name from this account and all debts owed as a result of this residence that I do not reside in.

Kind Regards,

Business Response:

This issue is between [redacted] Delmarva Power is holding each party equally responsibily as both parties were associated with the bill. Delmarva Power's position remains the same and the balance is still owed and will not be removed.

Review: I recently moved from Massachusetts to Delaware in June and applied for electricity in my DE residence over the phone. Upon applying, I was never told that there would be a deposit of $640 required. I only needed to confirm the address and service start date. I received absolutely no communication, electronic or otherwise, to suggest that any type of deposit was due, and then suddenly received a bill stating that we had an outstanding balance of $640. When I questioned the deposit, Delmarva noted that they would drop the deposit requirement if we could prove that we were in good standing with our previous electric supplier. They refused to accept a payment history submitted directly from our previous supplier which stated that we paid all bills on time and had an "outstanding credit history." They requested instead that we have a letter of credit sent. We made this request and our previous supplier confirmed that the letter of credit was mailed to the same location where they had sent the payment history, however Delmarva has told us that it was not received. In the meantime, we have paid all of our power bills, with the exception of the deposit amount, on time. At this point, Delmarva is threatening to cut off our power entirely next week. This is not enough time to have another letter of credit requested, processed, and mailed by our previous supplier since the original has mysteriously gone missing at Delmarva's office. We are now forced to pay out this large amount of $640 to avoid having our family go without electricity. Delmarva has put us into a very difficult situation financially and their overall customer service response to our situation has been absolutely pitiful. Our previous power supplier has been more helpful and they are under no obligation to do so because we are no longer their customer.Desired Settlement: I would like for Delmarva to ultimately drop the deposit requirement and we will work with them to provide whatever proof is necessary that we were in good standing with our past supplier. We will continue to pay our monthly usage bills on time, as we have been, but we want the deposit of $640 back as this large of an amount puts our family in a financially insecure position.

Business Response:

The documentation submitted by Ms. [redacted] has been located and reviewed. The deposit of $640.00 has been refunded back on the account.

Review: When my account was set up > 3 months ago, there was an error with the address of the service. I was billed for service for another apartment. I paid the bill and called to correct the address expecting the credit to be transferred to the new account. > 2 months and 4-5 calls later, I still have not received a refund.Desired Settlement: I would like a refund.

Business Response:

I spoke with Ms. [redacted], advised $129.55 credit was transferred to her active account. Customer stated that should like to have it refunded. I requested to have $129.55 refunded and sent to customer. [redacted]

Review: On 7/10/15 I contacted Delmarva Power customer service in regards to an error I made after receiving my most recent statement. I made a payment of $177.00 on 6/29/15 to my previous address of [redacted] Account # [redacted].

The payment was intended to my current address of [redacted] Account # [redacted].

I was told by customer service that a request was put in to have the funds moved over and they were waving the late fee of $2.64 and told to pay the current charges of $213.65 due 7/27/15.

I contacted customer service again today to make my normal payment and was told that the fund were not moved over and also the late fee was not adjusted. I was told by the agent that she could not give me a time frame of when this would be done. In 12 years of service with your company I’ve never had any issue or poor service even over the phone. If I can have someone please review both account and provide an update of when the funds would be moved over. I would also ask for the late fee to be adjusted.Desired Settlement: Payment of $177.00 moved from account [redacted]

Business Response:

I have completed a review of this account. The payment of $177.00 was transferred to the correct account on August 10, 2015 and the late payment fee of $2.64 was removed.