Delmarva Power

Review: Delmarva power has established an account under my social security number, and refuses to find the actual account holder after being told 5 years ago that the account does not belong to me. Delmarva is attempting to fine me a $220.00 deposit, which 3 of their representatives let me know was for the delinquency on said account that does not belong to me. I have let them know numerous times that this is a security event, and that I as an account holder am not responsible to find the person who set up the account to have them change over to their name. I have spent hours on the phone with their customer service department and managers to no avail.Desired Settlement: I would like Delmarva power to locate the true account number, and remove all negative history they store on my social security. I also would like the 220 deposit waived considering it is derived from history to an account which I do not own.

Business Response:

Mr. [redacted]'s father with the same name [redacted] account was set up with son's SS# in error. The accounts have been corrected and the deposit for Mr. [redacted]'s was waived on 7/31/2015. .

Review: On February 23rd, 2015, I made a payment to Delmarva Power in the amount of $270.00; however, my bill was only $255.44. Around March, 2nd, I checked my account online, and the Billed Amount Due by 3/23 indicated $304.15. This did not make sense since I had paid more than needed for my last month's bill, and my bills had not been that high previously. When I went to check for my detailed bill, there was not one available. The last bill received was 2/2/2015 indicating $255.44 was due. At the same time this occurred, Delmarva Power had charged my bank account two times for the $270.00, taking out $540.00. When I called Delmarva, they said they could not help because it was their billing system's problem, and my bank had to call them to dispute the charges. I even requested we three way my bank in; however, the agent said she could only give me two minutes of her time. This was highly frustrating and unprofessional since I was charged twice. So, I had to call my bank and open a dispute with Delmarva.

Because Delmarva incorrectly charged me twice, a deferred arrangement I had with a balance of about $108.00 was added back to my bill, which totaled $304.15. I did not know this because there was no bill to show this! I called on March 13, 2015 and spoke to [redacted]. She told me Delmarva was having an issue with bills not being sent, but my bill should only reflect about $211, and I would see that updated within the next week. She corrected my deferred arrangement and said my bill would be corrected. I checked a week later, no bill correction. Called Delmarva several times, but the wait times were always more than two hours.

On 4/2/2015, I received another bill in the amount of $365.99. This time there was an actual bill to look at, but again, I was confused because the charges didn't add up properly, and I could not tell what was going on in my bill. I spoke to [redacted], and she said [redacted] (whom I spoke with before) did not set up my deferred arrangement correctly after Delmarva charged me twice, a payment was due when she set it up, but she did not clearly state what was happening. So, now, I have an extremely high bill, and I have to add up four numbers on 4 different pages, which were not clearly labeled due to an error on Delmarva's behalf which began 2/23.

I am HIGHLY frustrated with Delmarva's lack of customer service, and I wish the state of Delaware would not allow this horrible company to have a monopoly on the electric/gas utility. I have been trying to get my bill corrected and explained clearly since 2/23, and I am left with nothing.Desired Settlement: I will pay what I owe, but I feel I am paying more than what is owed due to Delmarva's poor customer service and billing system. I should not have to go through hoops and be this frustrated due to their negligence.

Business Response:

Attached please find the letter and statement provided to Ms. [redacted] with a true account of her balance.

Review: I have left numerous messages to get service switched over to my solar panels that are now on my roof for 3 months. No one calls me back or the solar company back. Meanwhile I have to pay them for service. I don't know what the problem is. I have been approved and cleared by the inspectors and now waiting for the electric company for 3 months is abuse of power. I am writing to the Revdex.com because I don't know what else to do instead of going to the office itself of the electric company. Not that would help, they would just ignore me there too. I mean at least call me back but I don't even get that. I am forced to just sit and wait till they feel like it. Well really enough is enough. We are not your clowns here. Do not ignore us delmarva power! Desired Settlement: switch my power over already! and call back your customers!

Business Response:

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

Review: Delmarva's call center (ph# [redacted] choose option 1 and then option 3 to speak with supervisor [redacted]) informed me in Sept. 2014 that if I upgraded my air conditioning unit then my upcoming HVAC install would qualify for a $500 rebate per the program at https://homeenergysavings.delmarva.com/hvac-efficiency-program. I asked and Delmarava replied that the upgraded unit qualified for the rebate because it met the minimum requirement of 16 SEER and 13 EER. Based on this, I ordered the more expensive upgraded HVAC unit. I also paid my contractor an extra $100 to comply with Delmarva's paperwork and requirements for the program. Following from which, my upgraded HVAC unit was actually installed as scheduled on Oct. 3, 2014 in accordance with the rebate program. From September 2014 through to December 2014 Delmarva required vast amounts of re-submissions of paperwork and failed to process my $500 rebate. Late in December 2014 I was informed that [redacted] (last name redacted) at Delmarva had received all required paperwork in October 2014, but had inexplicably required it to be resubmitted at least six different times. This resulted in numerous phone calls on the issue on a weekly basis for months and much work on my end. Finally, in very late December 2014 Delmarva informed me that it made a mistake in September 2014 at the very beginning of the process when it told me that the HVAC unit qualified for a rebate. Admitting its mistake, Delmarva indicated during a phone call that it would need to better train its staff in the future so as not to inform customers that HVAC units qualify for rebates, when they might not. Despite Delmarva's mistake, however, and after months of working with Delmarva and over 15 hours spent on Delmarva paperwork and phone calls, Delmarva stated it would not rebate the $500. Supervisor [redacted] indicated in January 2015 that she would continue to discuss this issue with her supervisors to try to issue the refund, but I never received a call or a refund.Desired Settlement: I request payment of $1,000, to include: (1) the $500 rebate never received, (2) the extra amount actually spent on the more expensive upgraded HVAC system only because Delmarva informed that the upgrade qualified for a rebate, (3) the $100 I actually paid to my contractor to comply with Delmarva's numerous paperwork requirements, and (4) if that does not already exceed $1,000 (which I am sure it does), then damages for Delmarva's error which continues to cost me money, time, and effort.

Business Response:

spoke with Mr. [redacted]--we are looking into his rebate issue and will follow up with him directly.

Consumer Response:

Review: During natural gas being put in through our neighborhood my side walk was damaged by delmarva machine. They also went and tried to cover up the cracks that they damage with new concrete.Desired Settlement: Just get my sode walk fixes and natural gas line dug up to my house

Business Response:

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

Review: I have a electric bill which is 14 yrs old I requested for the service to be turned off when I moved back in 2000. however they never came and cut it off the bill got up to $2046 dollars and then they sent it to the collection agency when I reached out to the collection agency they said Delmarva power brought it back this has been haunting me because I can not get my own place due to this issue I really need a break I have been staying with family for this reason. I need some type of settlement or something I do you expect for me to pay off that kind of money at once before I can get service this is so unfair im paying for there mistake or just not caring about the customer please help me I have been on my own since I was 21 years old im not on any type of assistance I just work hard I really need something done about this bill and why would Delmarva power buy the account back before I can pay the settlementDesired Settlement: forgie the bill

Business Response:

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.

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 making payments on my electric bill every month and trying to catch up from the higher summer electric usage. When I called to make my payment in November, the recording said I was being charged an additional $445 deposit on top of the balance I owed. Now, I was only ONE MONTH behind on my bill and obviously making efforts to get this caught up each and every month. How is it legal or ethical to spring an additional $445 bill onto my account without notifying me in advance or without cause? I already paid a deposit of $150 when I started service 3 years ago. When I called customer service and inquired about this, I was basically told that this amount will need to be paid or I will be shut off. No help whatsoever and no compassion. It apparently does not even matter that I was consistently making payments and had a pretty low balance due. The worst part is Delmarva's lack of willing to work with me and poor customer service. It's not as if I can use another electric company, so why is it even prudent to charge such a ridiculously high deposit when you were already holding $150 of my previous deposit? This has caused unimaginable hardship on my family and at the worst time of the year.Desired Settlement: I would like the new deposit of $445 taken off of my bill so that I have a chance to get my bill paid in full.

Business Response:

I have reviewed Ms [redacted]'s electric account. Customer was billed a security deposit of $150 7/2013 and DPL received the payment in full 9/2013. A security deposit is refunded to the customer once they have established Good/Excellent credit by paying their bill in full and on time by the due date. DPL has been holding Ms. [redacted]'s deposit since 2013 because she has not established Good/Excellent credit due to the delinquency of her account. An increase of $145 was assessed to Ms. [redacted]'s account (total deposit of $295) with her December Bill due to the delinquency of her account and customer has also received 2 disconnect notices within 12 months. The increase of the deposit is due to the increase in the customers consumption since the previous deposit was billed. Customer was not billed an additional deposit of $295, if there is an existing deposit on the account the deposit will show that it was refunded and applied to the account and a new deposit is billed for the total new deposit amount. The deposit is warranted and is not eligible to be waived. The deposit can be refunded after customer has zero balance and the bill is paid in full by the due date for 12 consecutive months.

Review: I was billed $497 for a deposit fee without prior notice or agreement of terms I contacted and asked to have this deposit removed and the c/s agent told me it couldn't be and although I had no notification of such a charge it would be added to my next months bill and if the full amount along with my regular bill wasn't paid I would have additional fees associatedDesired Settlement: removal of a deposit I never agreed to have billed and fees billed due to unfair billing

Business Response:

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

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 a customer to Delmarva Power for over 10 years & I currently carry two accounts. I called June 9, 2015 to set up service at my new residence. During the call I was advised I would need to pay a security deposit of $375, I was shocked by this because I am currently paying for services. I was advised this was due to some missed payments I had in 2014. I explained that my wallet was stolen at that time & I had issues setting up auto pay with my new card, you can see I made payments every other month as I was expecting auto pay to work. In 2014 I contacted Delmarva Power customer service several times due to my online issues. Customer service advised me they setup my auto pay, however it did not work as expected. I called several time after I realized auto pay wasn't working each time Delmarva Power telling me everything is ok with my auto pay setup. Given I have used auto pay for as long as I can remember Delmarva Power and my bills were never anything I gave a 2nd thought about as it was taken care of monthly. So every other month I missed a payment expecting auto pay to work. This went on for 6months, before I was able to get this corrected. On June 9th, the customer service rep advised she would waive the security deposit because she understood my troubles & could see the previous notes. I was however billed the $375, surprisingly enough & Delmarva Power is now refusing to honor the original conversation. I have now had to make 2 phone calls each of which I was advised the rep could not assist and they could only file a complaint. However I can't speak with the team that handles complaints nor do they let customers know of the results. This seems very one sided and unfair to customers. I cant wait until a new energy company begins issuing services in DE and I am surprised in a world of multiple choices for everything Delmarva Power somehow has a monopoly of the energy market. This also seems unfair and allows for Delmarva power to do whatever they please. This is a major disadvantage to customers and seems completely illegal.Desired Settlement: I want to have the $375 security deposit waived, my initial security deposit payment of $125 refunded with interest & the next 3 months of service waived due to my inconveniences over the past year with poor customer service, less than adequate help & understanding of someones hardship. If I was a continually poor customer I can understand this punishment but I am not. If the complaint department would go back in history they would confirm this was an isolated incident & my issue was due to inadequate assistance from Delmarva Power.

Business Response:

The security deposit of $375.00 was waived on 7/18/2015 after it was confirmed by a Customer Service Supervisor that the late payments were a result of a problem with the account enrollment of autopay.

Review: My husband and I acquired service a year ago and was required to submit a $480.00 deposit for one year.

We have been on time with payments all year except for Memorial Day weekend when payment did not go out from bank on time.

They offer a budget program if you can't pay your bill but don't return deposits. They don't offer interest.

They are keeping my deposit hostage. This is unfair to customers that have been good faithful customers.

I talked to a supervisor who was to pass me on to her superior some how I was disconnected.

Delmarva is a monopoly of which they use to keep your money.

Now Delmarva wants to keep deposit until July 2016 this is unacceptable.

Delmarva needs to return my deposit as promised.
Desired Settlement: Refund of $480.00 deposit

Business Response:

I have reviewed Ms. [redacted]'s account and have sent a request to refund her deposit of $480. I called customer and left a voice mail message to call me back at my direct phone [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 have been attempting to get a misposted payment corrected, with no success. My payment of $250.93 posted to my son's account in error on 5/1/15 [redacted], when it should have posted to my account [redacted]. I have submitted numerous tickets with Delmarva Customer Service to have the payment applied to the correct account, and absolutely no action has been taken. I'm being told that they're overwhelmed and will get to it when they can, but in the meantime, I should payment the amount past due to avoid issues with my credit/or getting my power turned off. I mean seriously, they must be kidding. In addition, my third party Gas Energy Service is threatening to terminate my serivce due to non payment of the amount that Delmarve is supposed to pass to them. I want this resolved asap.
Desired Settlement: Correct the mispost immediately.

Business Response:

Ms. [redacted] has two accounts in her name [redacted]. A payment of $250.93 posted to [redacted]. The $250.93 payment was transferred to [redacted] on 6-29-15.

Review: On 5/1/14, I called Delmarva Power and spoke with [redacted] to disconnect my service. After disconnecting my service, I asked about the deposit that I paid upon service initializiation. I was told, "The deposit is applied to your last bill. Any extra, we will send you a check within 5-10 business days." Around 5/15/14, I received my final bill, which showed a credit of ($86.62). On 5/19/14, I called Delmarva Power to ask about my credit check. I spoke with [redacted] who informed me that I should receive the check within 5-10 business days from my final bill. On 5/22/14, I called Delmarva Power to once again check the status of my credit check. I spoke with [redacted] who informed me that there was no record of a credit check requested. She told me that she would send an email to the correct department. On 5/30/14, I called Delmarva Power again to check the status of my check. I spoke with [redacted] who informed me that the only notation he had was that an email was sent requesting my check be sent out. He could not offer any other information or help. I asked to speak with a supervisor, at which point I was told they were all busy. He took my name and number abd said a supervisor would get in touch with me. I have not heard anything back from Delmarva Power.Desired Settlement: I would like the money that Delmarva Power owes me, $86.62, to be paid to me immediately. I would also request that whatever fee/penalty that Delmarva Power charges it customers for a late payment also be applied to my credit. They have well surpassed the 5-10 business days that I was told my check would be received and I fell they are responsible for the same fees/penalties that they would charge a customer who is late with their payment.

Business Response:

I was unsuccessful in contacting [redacted], on 6/3 I left a detailed voice mail message to advise that his refund adjustment was complete as of June 2 and his check for $86.62 was mailed to him on 6/3. I left my telephone number for a return call if he has any more questions or concerns.

Review: In September of 2013, I started a business with a partner called [redacted]. We rented a shop in Darlington, Maryland. I called Delmarva to turn the power on in the shop because the rental agreement did not cover utilities. Because [redacted] was a business, Delmarva required a sizable refundable deposit. The account was created with my name and my social security number, not the business EIN. The Delmarva bill came every month to the shop in Darlington in my name first and then [redacted] listed on the line underneath. The monthly bill, along with the deposit, was paid from my wife's personal account because [redacted] unfortunately never became profitable. As of January 2014, the company no longer exists. When I called to end service and obtain my refund of the deposit, Delmarva asked where to send the refund check. They issued a check to my home address, but in the name of [redacted] only, and did not list my name on it as it had on the monthly bills. Every time I've called to ask for the check to be issued in my name, I'm told it can only be issued to [redacted]. Delmarva now wants a copy of the dissolution paperwork for [redacted]. Apparently they are willing to issue the refund to my partner, who never paid a bill, the attorney whose name is on the paperwork to start the company, or the paralegal who is listed as the contact on the paperwork, neither of which ever paid the bill or had anything to do with the company outside of filing the initial paperwork. They refuse to put my name on the refund check even though I am on the articles of organization, I opened the account with my name and my social security number, and my wife paid the bills. I'm hoping you can help resolve this situation.Desired Settlement: I want the $397.60 refund check of the deposit re-issued in my name or my wife's name.

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 to pay a $200 security deposit because I had never had utilities in my name. I tried to pursue alternate options, but was not permitted. So I paid the deposit, which I was told I would receive after 12 consecutive on-time payments. While on vacation in June 2015, I had a technical difficulty and wasn't able to pay my bill, but immediately paid it the following week when I realized what happened. I wasn't charged any late fees so I thought everything was fine. The late payment would have been my 12th payment so I was expecting my security deposit back. When I didn't receive it and there was nothing on my account about it, I called Delmarva in the end of June to ask about it. The supervisor said that even though I had one late payment, they would still authorize the return of my security deposit. I thanked them and waited for weeks for the check, which didn't come. I had to call at least 7 or 8 times since then to try to get my deposit returned to me. I repeatedly asked that I receive a check for the $200 and NOT have it credited to my account, however, when they finally released the security deposit, it was credited to my account, giving me about $150 credit. I called again and told them that it wasn't what I had asked for and given permission for them to do. No one seemed very concerned about my issue. Last week, 11/5/15, I spoke with a customer service representative who said that my check had been processed and would be released to the mail and then my account would be updated. I asked to leave a message so that someone could call me back, as I was about to get on the train and couldn't talk. Instead of getting an answering machine, a supervisor answered and told me he would call me back the next day (11/6/15) which he did not do. Finally, today I checked my account again to find that I still have a credit of $96! They released about $50 and kept the rest! I had to call again and speak to a supervisor again who explained why that had happened and said she would request that the full amount of my credit be released as soon as possible. She also said she would call me back when she hears back from the credit department. I am livid about the situation. I have spent hours of time trying to sort this out and the customer service has been awful, both from regular associates and from supervisors. I am particularly upset that they took my deposit and applied it to my account after my repeated requests for them to send me a check. To be honest, I feel as though they've stolen $50 from me by crediting my account and I wonder about the legality of their applying my security deposit to my account even though I explicitly did not give them permission for that. I have no faith at all that this process will proceed in a timely manner and so I am filing this complaint today.Desired Settlement: I am livid about the situation with Delmarva. Quite frankly, I believe the company should refund me the full $200 security deposit and simply absorb the $50 cost of the bill it was applied to because of the atrocious customer service and the stress that they've put me through. Their customer service representatives and supervisors have lied to me repeatedly and have not followed through with what they've said they are going to do. The amount of time I have spent trying to resolve this problem is absolutely worth $50, if not more than that.

Business Response:

A thorough review of the customer’s account shows the $200.00 deposit was paid in full on 09-02-14. The deposit is eligible for refund after twelve consecutive payments from the time the deposit is paid in full. The deposit of $200.00 plus $.19 interest was applied to the customer’s account showing on her October bill, billing from 09-15-15 through 10-14-15. The normal procedure is to transfer the deposit to the customer’s account unless otherwise requested. Account documentation shows the customer did request a refund rather than the credit on her account, on more than one occasion. Unfortunately, the refund was not processed and for this we apologize. The full deposit amount of $200.00 was applied to her account and paid the bills for October, $42.64, November, $60.88. The two bills totaled $103.52 which left a credit balance of $96.65. A refund check for the $96.65 was processed on her account 11-18. Her current account balance is $76.19 due 1-4-16. Although we apologized for any negative customer service the customer feels she received, as a regulated utility we bill customers for the service they used and are unable to provide her with a credit or an additional refund of $50.00.

Consumer Response:

Review: I have solar power. For months my delmarva bill has been less than $19.00 (no electical usage, just access) . My most recent bill was almost $110.00. I have tried to contact delmarva via email and telephone. I was referred to their green power department. On 7/27/15 at about 5: 15 pm, I missed a call from a [redacted] . I have called back that number mornings, middays and afternoons. All I get is a message stating how important the call is and directed to leave a message. In fact, during one call at about 4: 00 pm, I was told that I had called after business hours, which ended at 5: 00 pm. No one has returned my calls since, and as indicated, no one picks-up the phone. Even the regular delmarva customer service personnel cannot get through to the green power personnel. I recognize that more power is used for ac during the summer months, but a 500% increase is unacceptable. Delmarva power encourages solar power, but is unable to respond to their customers. I have tried to get through to their higher-ups, including [redacted] . [redacted] , the chairman of the board, president and ceo of [redacted] , inc. And I encounter the same frustration. I wonder if anyone is responsible or accountable. Desired settlement: I want a poc and a direct telephone number who can handle my complaint. I should also add that a customer service rep who tried to address my complaint on 7/30 stated that she would follow-up with me after 3: 00 pm on 7/31. She did not.

Business response:

8/17/15 spoke with mr [redacted] - - apologized for him not being able to get through or a call back from gpc and assured him it is being addressed. Discussed jul bill - - usage is higher than june but that is normal. Explained how solar generations works and that when solar is generating energy the meter runs backward vs when no generation is occurring meter runs forward.. Also explained that his carry over excess generation credits carried over into june's bill was higher than what carried over to july. That and the normal increased usage is why jul is higher. However, jul 2015 usage is still about 40% less than 2014 so his solar is definitely working. Customer understands now and is ok.

Horrible customer service, hung up on twice, told I never sent or faxed documents that I had confirmation on, left on hold for long periods of time. The customer service reps have attitudes and do not care if you get resolution or not. It is a shame we have no other choice for service delivery. I spoke with someone named [redacted], no help what so ever! Asked to speak with a manager, would not put me through. Must be nice to have a monopoly and not care about your customers at all!

Review: I moved into a residence on July 14th. Delmarav came to light the pilot light for my gas on July 15th. They came & stated they couldn't do it because they had to change the meter and it would be done the following week on Wednesday, 7-22-15. I called them Wednesday to see why they haven't been to my house yet and the guy told me they wouldn't be able to come until Monday or Tuesday. I don't know what that means. That's not a definite answer and I can't cook or take a hot shower and clean anything due to the fact I have no hot water. They're all acting so nonchalant about it and I'm very upset. I haven't had gas for 9 days. I have nowhere else to stay & I have a daughter.Desired Settlement: I want them at my house ASAP/Immediately to replace my meter so I can live in my house.

Business

Response:

I spoke with the customer and she said everything had been rectified. She currently has gas service. The delay was due to the gas service being previously disconnected in the street and a crew was needed to connect.

Review: I phoned Delmarva Power to address a bill on 7/13/2015 and 7/23/2015. I gave them an account number which arrived from my current renter's welcome letter. Which was my account number. The rep explain the detail from the account number given to her on 7/13/2015. She stated it was my account. I inquired why is it on the tenants welcom letter. The rep replys it was an oversight on the company's behalf.I phone them on 7/23/2015 to resolve the matter along with the final balance. The new rep tells me it's an account that's attached to the property but not the owner. Then, I inquired to speak with a supervisor to try to get clarification regarding my account being on another person's welcome letter. The supervisor states it was my account that began on Dec 18, 2014 thru Dec 28, 2014 but it was closed out. I inquired how was the account closed when my tenant didn't take ownership until March 12, 3015. Nonetheless the company and I could not resolve the issue due to the supervisor stating she was sticki.g to the facts. Thus disregarding what had taken place through our discusion. Delmarva Power violated my privacy regarding the account. They tried to explain, that I have two current account numbers due to a new system. They are not willing to apologize for their failure to protect my rights. Nor will they make any adjustments towards my final bill after my noting their mistake. The representative and supervisor are sticking to the company policy implemented with disregard to my complaint from the prior rep which divulged the account information on 7/13/2015. However, they will not acknowledge their violation against me. I phoned the Utility Commissioner Office. Nonetheless, I believe I may not receive retribution nor vindication.Desired Settlement: Bill adjustment, written apology and a penalty by the Utility Commissioner if such violations continue.

Business Response:

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.

Consumer Response:

Review: I lost power on the 23 of June and 24th of June. Power came around 11:30 am on the 24th. It was a very bad experience with Delmarva. EVERY PHONE LINE TO DP was BUSY r -- and not with a normal busy signal. I called a lot of times. I work from home so I had to cancel a lot of business related matters. Once they asnwered the said they are evaluating crews. Where are your "evaluating" crews? We can see the power lines down across the road, how much "evaluating" does that require to figure out? Why can't you answer people over the phone?

I am very frustrated with the service.Desired Settlement: Issue a $150 credit on next bill

Business Response:

A storm moved through DPL's service territory on June 23, 2015. It was a very large event affecting thousands of customers. When DPL experiences an event of this magnitude crews are sent to analyze the trouble and check for safety. They are not necessarily able to repair all types of problems. Repairs begin with the areas that will restore the largest amount of customers initially as many times smaller outage areas are also part of a larger outage. The customer may contact customer service and file a claim, however; DPL is not responsible for losses due to acts of nature.

Review: Delmarva requested a letter of credit from our previous Utility company. This letter was faxed to them on 1/20/2015. Called Delmarva on March 30th and talked to [redacted] who said not to pay the 200 deposit on my Feb. Bill and she would send the paper work back to billing to correct the deposit issue. Today I called Delmarva again because the deposit amount is still on my bill. I was told the letter of credit was declined because it did not say that any bills were past due. The letter is from Puerto Rico Electric Company where my home is located. The letter states in English "Mrs. [redacted] Light paid her bills on time monthly she has a excellent credit." [redacted] is listed on the Delmarva account along with my name.

Now Delmarva wants the letter to say no late or past due payments. I guess they cannot read the letter of credit. On the phone for one hour waiting on them to answer, poor service.Desired Settlement: Remove the deposit requirement from my bill, please.

Business Response:

The security deposit has been removed from the account. All payments previously applied to the security deposit have been applied to the electric charges. There is currently a zero balance on this account now.

Consumer Response: