Delmarva Power

Review: I paid this company a 200.00 dollar deposit, I only received a credit for 100.00 and no explanation of where my other 100.00 went. Then I receive multiple nasty collection notices about a 99.84 balance and now a 10.00 fee to make the charge 109.84 now relfecting negative on my credit report! This company took 100.00 that should have been applied to the last bill and provided no explanation of where this money went. Desired settlement: there should be no remaining balance! The last bill was less than the deposit and I never would have had the fee if this matter was processed correctly I want proof that this matter has been cleared from my credit report and the balance waived immediately!

Business

response:

I was unsuccessful in contacting [redacted] I left a voice mail message on 8/18 and today. [redacted] has an outstanding balance of $109.54. Customer’s service was activated in april, 2011 at [redacted] was billed a deposit of $100, which she paid in full on may 9, 2011. On march 27, 2013

her deposit of $100 was applied to her account. [redacted] had a previous account at [redacted] where she was billed a deposit of $190 in july 2007, which she paid in full in september, 2007. The deposit was applied to her account on october 1, 2008.

Review: Delmarva Power is billing me $360.97 for this past month. I own a townhouse and I have central air and heating. I work 7:30am to 6pm wed thru Saturday at my job and 11pm to 7am on my Saturday night job. I am not home very much during my days off and use very little electricity. They are absolutely ripping me off. When they had someone come install a Delmarva Thermostat, I was told that I would receive a form in the mail so I could set my own password on the thermostat. This was back in November and have yet to receive that form. I believe that they or someone else may be tampering with the thermostat. I have contacted them twice previously and they have yet to do anything, I refuse to pay this bill. My normal electric bills in the winter are normally between $100 to $170 dollars.Desired Settlement: They need to fix my billing as well as sending me the form to be able to set my own password so it can not be tampered with.

Business Response:

Mr. [redacted]'s information has been forwarded to the contractor that installs the the thermostats for DPL's Energy Wise Program, someone will be reaching out to him to provide the information he needs regarding the operation of his thermostat, as well as his inquiry about the additional energy increase he is believes occurred. [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.

Delmarva Power [redacted]! they are making their customers install the so called smart meter but yet they do not tell their customers that they will cause cancer & also every month since I moved to this home my elc. bill has been $400.00 to $800.00 a month & it is only 2 living in a 1405 sq. foot home & when I lived in a 1900 sq. foot home with 2 living in the home with Chop tank my bill was never over $150.00 a month ! Delmarva Power is screwing people! I hate this company & I do not understand WHY we are NOT allowed to change to Chop tank !

Review: February 6, 2015 - I concluded I had recieved 2 separate bills, within 2 days of one another, with 2 distinct account numbers and 2 distinct meters numbers to the same address.

Previous to January 20th, I had paid $102.66 to account 5501 4957 397 which, although in my name and mailed to me, isn't mine.

February 6, 2015, I contacted Delmarva and spoke with [redacted] Although she was incredibly professional she was unable to resolve my concern. She insisted 2 meters were on my home even though I told her this wasn't the case. She stated further this monetary discrepancy would be resolved February 12, 2015.

February 11, 2015 - I called Customer Service who stated my issue is still in Billing and have no idea when it will be resolved. Although she assured me my account would occur no late fee she could be of no further assistance.

February 12, 2015 - I called Customer Service for an update. He stated my issue is still in Billing and have no idea when it will be resolved. I asked to speak to a supervisor to gain some timeline or expectation that the $102.66 would be transfered and I would receive an itemized list of the activity on [redacted]. After much discussion [redacted] finally stated, the account is frozen and it will be a week to ten days in addition to the 6 days I've already been waiting.Desired Settlement: Refund $102.66 from the account in error [redacted] to my account [redacted] .

Provide an itemized report of my account [redacted].

Explain the $150 deposit charged to [redacted]

Business Response:

I spoke with the customer on several different occasions. Her property and a neighbors both had the same address in our Customer Information System. When she called for new service both premises were placed in her name. The addresses in our system have been corrected and the billing will be removed from her account. All payments she made on the incorrect account will be refunded or transferred to her correct account. v

Review: I started my service on 1/8/15. When I called to transfer the service into my name, I was told I'd have to pay a deposit of $365 and it would be split into three payments over my first three bills. When my first bill came, the deposit was showing as $730 (exactly twice as much and no breakdown over three bills). When I called to ask why it was showing as $730, I was told "that's just what your deposit is, we don't have record of you being told $365." I spoke to multiple supervisors who were less than helpful and barely empathetic. My account was sent to the billing department "for review" more times than I can count and the correction to my deposit was rejected every time. I was given numerous stories about why $730 was correct and I was told that no matter how many times they requested the billing department to look at it, nothing would be done.

I started tweeting about my dissatisfaction and was contacted by the regulatory and executive complaints department on 3/31/15. I was told by [redacted] that she would waive my entire deposit because of how much of a nightmare this whole ordeal had been. I appreciated that and she sent me a "Corrected Bill" on 4/1/15. I paid my bill on time (as I have been doing every month to date) and I thought things were fine. Then I start getting notifications in May that I had a bill available. I received 9 notifications that I had a billing statement available for May, each of them with a different amount due ranging from a credit of almost $15 to an amount due of close to $200.

When I called about the multiple bills, I was told that the credit of $14.41 was correct and that was because they were reconciling everything on my account to correct my billing. It comes as no surprise to me that when I received my June bill, there is somehow another deposit outstanding of $160. To say I'm beyond frustrated is an understatement. I tried calling and emailing [redacted] who did not return my phone calls or emails for weeks. I was told by the customer service department that once my problem goes to regulatory and executive reporting, they can no longer help me. I am now stuck waiting to hear back from [redacted] and waiting for the website to be updated.Desired Settlement: I expect my billing to be corrected and I'd like an audit done on my account to make sure I have not paid anything more than I am supposed to have paid. I expect a phone call and, quite frankly, I deserve a written apology. This has been, literally, the worst experience I've had with any company.

Business Response:

Attached, please find the letter and statements sent to Ms. [redacted]. The account was initially assessed two deposits in error. Both deposits were waived in full. As a result of the correction to the deposit the bills were all reversed and rebilled thus causing duplicate invoices. I have provided Ms. [redacted] with an accounts receivable statement and a usage history statement of her account to assist her in better understanding her account and balance.

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.

I hate delmarva power! Not only is their customer service the worst, so are their policies. I hate calling there, everyone is miserable, and if you ask for a manager - just forget it. They are never "available" and they never call you back. Rest assured, if your late, they will call and bug you everyday! But guess what, its automated, can't even talk to a person then! They suck. We should not have to deal with these [removed]. I have been their customer for 7 years, moved within the state, made me pay a freaking security deposit, kept it for a full 12 months. It came time to return it, guess what, I was late by a couple of days and they are keeping the deposit for another 12 months! Ridiculous. It is so unfair that we have to deal with them - we should be able to have a choice.

Review: We own an unocuppied, center (surrounded) 2 bedroom condo in Ocean City, MD at the address listed. Our winter bills when all electric except for the refigerator and heat set at 52 degrees is normally $30-50. For the month of January we were billed $288. I traveled 3 hours to the condo to assertain that all electricity was off except for the mentioned items. I not only confirmed that the items were off, but I turned off the breakers to everything except for the heat and refrigerator. I emailed Delmarva and called numerous times. Most calls resulted in the customer service rep finally calling back only to either disconnect me or pretend that they could not hear me. I returned to the condo on Sunday, March 15th and turned off the breaker for the heat. I have received a bill for $231. Delmarva finally got back to me. They say they will send a technician, but he will not knock on the door or call me to let me know that he is at the property. I must sit outside by the meter for four hours freezing my bum off and hope that I catch his attention before he drives off. There is obviously a problem, but I can not get anyone to address it. The size of the bills are comparable to our condo in the summer, occupied by 6 people with the A/C set to 72 degrees! This is not a one time issue. Years ago when the new condo unit beside us was being built, we had similar bills for months! As soon as the 12 condo units were completed, our bills went back to normal. We paid for those 12 unit to be built! Now there is a 6 unit condo building across the street which usually has all electric turned off for the winter. That building just sold in December. A total gut renovation is occuring. Once again, I believe a mistake has been made and I am paying for their construction electricity. I have checked with all other units in our building and no one has any bill NEAR what we receive. That includes that condo unit which is occupied for half the month. Please help me get this issue fixed. I can not afford to pay 6 or 7 times what my normal bill is. The address is [redacted]

Thank you for any and all assistance.

Desired Settlement: I desire to have a correct bill for January and for February and going forward! I wish to have refunded all monies paid in excess of actually usage. I wish to have a new meter installed if it is faulty. If the meter is faulty, then the bills for January and February should be closely estimated to reflect proper usage. This could be done by comparing [redacted] electricity usage. We should be within the middle range of those 2 units. It is painfully obvious that an error has occured. A timely and accurate correction with all refund made promptly is desired.

Thank you.

Business Response:

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.

Review: Upon starting services with Delmarva I was informed I would have to pay a deposit in order to have my services started. I asked how was that possible seeing as though I never had to pay a deposit in Philadelphia & they are in affiliation with one another. The only information the representative told me about the deposit was that it would be released back to my account after a year. I called their company after having services with them for over a year & was then informed that my deposit would only be released after 12 months of consecutive on time full payments. But was never informed by any of the other reps when I called inquiring about the deposit being broken down into smaller amounts and also about changing a payment due date to work with pay schedule. Was informed they weren't able to change due date. But the deposit was broken down into smaller amounts.Desired Settlement: At this point I felt as if I was misled by the company after never being disclosed said policy in reference to the deposit and at this point I just want my deposit reversed back to my account.

Business

Response:

Ms. [redacted] applied for service with Delmarva Power ("Delmarva") in Sep 2013--she was a new customer and did not have prior service with Delmarva. Deposits are assessed to all new customers or existing customers with unsatisfactory payment ratings. Ms. [redacted] did not have prior service with Delmarva and was billed a $110.00 deposit, which was based on a two-month average bill for that address at that time. She paid the deposit in full in Nov 2013. In accordance with our Tariff's Rules and Regulations, residential deposits are based on a two-month average bill for each specific property and are refunded after 12-months if a satisfactory payment rating has been established. Unfortunately, Ms. [redacted]'s payment rating did not warrant a refund of her deposit; as of Nov 2014 she was late paying 11 out of 12 months, so the deposit remained on her account.

Review: for the month of February I received a gas and electric bill for the amount of $295.11. by error I paid it twice which amount to $590.22. I called the office about the error that I had paid the bill twice. they told me that they would credit it back by sending me a check. they did not do that, what they did was applied it to my March bill which I did not give them permission to do. I still have a credit of $45.58,which they said that they had mailed it out to me on March 26, 2015. I still have not received my check.Desired Settlement: I would like them to mail me my credit amount by check.

Business Response:

The refund check in the amount of $45.58 was processed on 4/8/15 and cashed on 4/13/15.

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: My Delmarva account number is [redacted]. This all started with a notification from my apartment complex, [redacted] Apartments that it was brought to their attention that some of the residents were being billed incorrectly for their electricity. They asked us to check our bills and if our account stated residential service then we were one of the customers being billed incorrectly as it should state residential heat. The apartment complex provided me with a letter for Delmarva to turn in requesting the change and a refund for over payment. Originally contacted Delmarva Power on 6/5/15 at 3:03pm. I let them know that [redacted] Apartments had contacted me and all residents that many are being billed incorrectly and to check our bills. If it states residential services we are being billed at a different rate than we should. We have heat pumps and should be billed against residential heat.

I also let Delmarva Power know that I have a letter from my complex that confirms how I should be billed and it should be fixed and I should be reimbursed. I was told at the time that they put an investigation on the account and to call back on Wednesday 6/10/15.

I called back on Wednesday, 6/10/15 at 12:46pm. I was told that the information was given to them on Monday, June 8th. That was not true. I have my records on my cell phone when I called in my phone log. I was then told to call back because it would take 5 working days. I asked for a supervisor and he [redacted] stated that I called on Monday and I had to wait 7-10 working days. Again I stated that I had called on Friday, 6/5/15 and was told to call back on Wednesday. He stated to call back the next week because nothing shows that I called and was submitted until Monday, June 8th. Again I stated that it was not true. When asked why I called on Friday 6/5/15 at 3:03pm and nothing was submitted until Monday, he had no answer but to call back again. I stated I would call back on Friday 6/12/15. He stated fine. Called Delmarva back and talked to Linda who transferred me to Mr. [redacted] at7:20am. I repeated the entire situation again to him. He asked me about the letter. I told him I have been happy to submit it as I have offered a few times. He asked me to go into the walk in center and drop off a copy.

He asked me again the date I called in. I told him that I have my cell phone records on when I called and it was on 6/5/15 at 3:03pm. He stated that nothing was logged until Monday 6/8. I told him I don't know why because my cell phone records have all my logs and I did not make any call on Monday 6/8.

Mr. [redacted] stated that he would not provide me with any date on this resolution. I told him that I will call back on Wednesday 6/17/15 and if there is again no information that I would file a complaint with the Revdex.com since they are knowingly over charging me and will not change it or even consider a refund of my money. On Tuesday, June 16th I went to the customer care center as requested to drop off a copy of the letter from my apartment complex. I was told at the time that they will resubmit my request again to billing but that there would be no guarantee that the billing would change nor any refunds change so I could continue to be billed at the higher winter rates. It was also disclosed to me that others from the complex had also come in as well. Delmarva could also not give me a time frame on this review. The only thing that was stated was that it could take weeks. I let them know at the time I would be filing a complaint with the Revdex.com.

Desired Settlement: I would like my bill correct and any over charge refunded. That seems like it is the fair thing to do since I was over charged.

Business Response:

I have completed a review of the account. The rate change was completed as of the July 2015 billing. I have completed the adjustment for June 2015 billing and have applied to credit differnce of $2.87 as a Good Customer Relations Credit which will appear on the next months bill.

Consumer Response:

Review: My electricity bill seems too high to me when comparing to others so I called and emailed Delmarva Power for inspection of the meter and make corrections if necessary. However, Delmarva Power refused to send out their staff to check the meter. Below is my basic usage information. Currently I live alone in a one-bed room condo in Paladin Club of Wilmington. All utility is electricity. I do not have many appliances and only do cooking 2 to 3 times a week. And I usually do 1 laundry once a week. Normally I will not be at home during day time and I put the heat down to 51 degree. During the night, I will put the heat around 67 degree. However, my last bill was $149.50 and it was not the coldest time yet. I asked around and thought my bill was high compared to others. For examples, one neighbor here lives in a 2-bed room condo and she cooks every day. She also used higher heat and more appliances than me, but her last bill was around $120. And another neighbor with a smaller condo has a bill around $80. One of my friend owns a town home within 3 miles from me. While he has 5 people living in the home and keeps heating around 72 degree all the time, his total bill (electricity & gas) amounts to $160. As such, I think a reasonable bill amount should be $100-$110 during this winter time. So I reached out to Delmarva Power and asked them to check meters. However, my request was declined. The representatives told me that it's not comparable to other's usage. Also, they said the they read the meter remotely & directly, so their readings are correct. My argument is, even I cannot exactly compare my bill to others, I still can use others' bill as reference. It's common sense, especially when I compare my bill with my friend with 5 people at a much bigger town home. Beyond, even their readings on the meter is correct, it's likely their meter itself might has problem or not accurate. However, they refuse to send anybody to check out the meter. My account number with Delmarva Power is [redacted]

Desired Settlement: Send out personnel to check the meters for me. If there is problem with the meters or the meters itself is not accurate, then refund me the extra money I have already paid and change the meter. If the meter works properly, then I will pay the bill as shown in the statement. However, I do need a inspection report as a proof that Delmarva Power do send out staff onsite and examine the meter.

Business Response:

[redacted] usage has increased as the result of her electric heating and colder temperatures. As the temperatures decreased this winter [redacted] usage increased, which is expected and normal for electric heating customers. Delmarva Power bills customers based on the amount of energy that registers on the meter and not what other customers consume. The meter service [redacted] home was recently installed at this location in Feb 2013 and is a smart meter. Through smart meter technology we can break down her energy usage to the day. I have attached a statement detailing her daily energy usage for the past three bills and the daily average temperature. As you can see from reviewing this statement, [redacted] highest usage days coincide with the coldest temperatures. Again, this is expected and normal for heating customers. I hope this information has been helpful. If you have any questions please let me know.

Consumer Response:

Review: They have billed me and extra $300 for returned checks and I think it's unfair as a working, single mother to be asked to pay an extra $300 to my bill when I'm having trouble paying bills on the wages I'm paid

Business Response:

[redacted] account was assessed a $300.00 security deposit as a result of two checks presented to Delmarva Power being returned for insufficient funds. The deposit is calculated as twice the average monthly bill. The $300.00 deposit was incorporated into a deferred payment plan along with the account arrears. The deferred payment plan requires a monthly installment of $55.00 in addition to the monthly bill.

Notice of a security deposit being assessed was shared with [redacted] on the August 28, 2013 notice mailed. The action taken is in accordance and conformance with the Terms and Conditions of Service as outlined in the Company's tariff, which is approved by the Delaware and Maryland Pulblis Service Commissions.

If you should have any additonal questions or concerns please feel free to contact me directly regarding this matter.

[redacted] Senior Analyst

Regulatory & Executive Customer Relations

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.

Delmarva Power has been withholding my security deposit for 2 months. After at least 10 phone calls there is still no answer. Every rep has a different story and no one can tell me where my deposit is or why they haven't sent it after 3 different representatives claimed to have sent it already.

Review: Approximately a week and a half ago someone from Delmarva power came to my door stating they needed my approval to do maintenance outside my home. I said this was OK. The next day Delmarva power came and put something on my outside AC unit. During our entire conversation the previous day the man who came to my door did not say anything about a device being attached to my AC unit. I rent this unit however I pay the bill. Since this device was put on my AC unit my air conditioner has not been functioning and it has been hot in my house. I told my landlord and he told me to contact Delmarva Power and have them remove it...He then called Delmarva and the energy wise program and told them it was our decision if we wanted this device and if not then remove it...I called Delmarva and was transferred to the 3rd party Energy Wise team. I spoke to a nasty representative named [redacted] who told me no they would not remove it and it's not hurting anything. I asked to speak to her supervisor and she said no. I again asked and she hung up on me. Even though my landlord is in no way associated with the account he was able to call them and have it removed. I am upset because the tactics that they used at my door were very deceiving and did not mention anything being placed on our brand new central air unit. Since this was installed my air conditioner has been running 24 hours a day because it will not cool down. previous to this device being installed my AC worked great. Now my bill is going to be outrageous. My landlord was nice enough to call but Delmarva but they can not have someone out here to remove this device for an additional 7 days, that's another entire week my air will run non stop thus raising my electric bill to an outrageous amount.Desired Settlement: due to this not being our issue, this is clearly a delmarva and energy wise issue which is causing my bill to be raised exponentially I would like a partial bill credit for the time period this issue has taken place.

Business Response:

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

Review: On Tuesday August 19, 2014 at 0822 I was viewing my online bank statement with [redacted] Union which is whom I bank with. I noticed in the statement that on 08/15/2014, Delmarva made an ACH Withdrawal transaction for $100. I then noticed on 08/18/2014 that Delmarva made a second ACH Withdrawal for $106.72. The amount of $106.72 was originally scheduled to be processed by Delmarva which is what I [redacted] authorized Delmarva to process online on 08/15/2014. I do not know why I Delmarva made a Withdrawal for $100.

After viewing my online statement with [redacted] Union, I called a Delmarva billing representative and she was trying to explain to me that maybe I have an Auto Pay which I explained to her I do not have that set up at all. She then told me that this matter needs to be sent over to the "Research Department" and that I need to fax over my statement and that this matter will take 2 weeks to resolve. I then asked to speak with a Supervisor since I tried to explain to the Representative that I need this money placed back in my account since I rely on this money as well my other funds to pay other bills. I spoke with a Supervisor and I was able to email her my bank statement and she also explained to me about the "Research Department". I then asked her to have this matter expedited since its very early in the morning and to try to get this matter resolved the same day and have Delmarva overnight me a $100 Check. She told me that this was not possible.

All I know for a fact is that this is certainly not the customer [redacted] who is at fault but certainly Delmarva's. One thing about me is that I am very responsible with managing my funds and I know exactly what needs to be taken out of my bank account and what stays in my account. I also work for the airlines as a Flight Attendant and I travel very often and for me to have to even go through this kind of mess is ridiculous.

[redacted] is the Supervisor I spoke with and also I emailed her my bank statement. Her email is [redacted]

Desired Settlement: First I would need for an Senior Management Personnel to contact me directly on my cell at [redacted] to discuss this whole matter. Second I am seeking a $100 credit on top of my $100 refund check on my next bill for next month for this entire inconvenience.

Business Response:

Our office first received this inquiry on October 14, 2014. An investigation into [redacted]'s concerns have been conducted. Please accept this as Delmarva Power's response to his concerns.

On August 19, 2014, [redacted] contacted our Customer Service Department and advised that two payments had been withdrawn from his account. He advised that he did not authorize a payment of $100.00 only one payment of $106.72. He was advised at that time to provide a copy of his bank statement and that a review of his account would be conducted.

The investigation revealed that the $100.00 payment was made to Delmarva Power from his online banking website. [redacted] was advised the same on August 20, 2014. Per his request a refund adjustment in the amount of $100.00 was processed on August 21, 2014. Our records indicate that the check was mailed to [redacted] on August 25, 2014.

The internal investigation found no internal errors made on behalf of Delmarva Power so no additional credit adjustments will be made to the account.

Review: My bill went up to over $700 and no one called me. I asked if I could put a certain amount allowed that way they could shut my service off and they told me no. They will allow you to rack up your electric bill with no cap to their ceiling. I called today around 550 EST to pay the remaining $300 left of the bill. When I called I waited 20 minutes on hold. When [redacted] the representative answered the phone I asked him if I could be credited monetarily for the in inconvienence. His response to me was "well I could give you an application "... When I asked what he meant by that he casually stated that it was to come help the by applying for a job there. Really?! This is Delmarva customer service?

When I asked to pay the large bill, [redacted] put me back on hold. When he returned he stated I'm unable to process a payment for you due to our system being down. No other avenue or anything further to help assist the situation, just can't do it? I asked to speak to his manager. I was transferred to a so called manager who clearly seemed uninterested in my complaint. His system miraculously worked just fine. I understand DELMARVA may be the only game in town for delaware, but to tell me you'll give me an application if I thought the hold time was too long?!? This is extremely poor and disgusting service. What can I do besides complain since they power all of delaware and I need electric? Please listen to the recorded call of [redacted] as he clearly doesn't want to work for Delmarva. I'll be sending the complaint as far as I can because the level of satisfaction is too low for business standards.Desired Settlement: I want [redacted] to either find another job, or get better training handling customers. I'd like a credit to my account worthy of the disgrace I feel as a long customer with Delmarva and I want better service when I call

Business Response:

Calls were placed to the customer 2/28/14, 3/5/14 and again 3/21/14. There was no answer. Messages have been left requesting a return call. The customers concern has been escalated and will be addressed internally. As a regulated utility, customers are required to pay for the utility service(s) they consume. DPL does not credit customers & accounts due to any poor service they feel they may have received.

Review: Delmarva power requires a $150 security deposit at the start of your service. I cancelled my service 6 months later, at my residence [redacted], once I moved, I have never been late on any of my payments and was due a security deposit back. I requested that my security deposit get mailed to my forwarding address which I never received. Delmarva power had made sure to collect money out of my security deposit to make up for my last month bill but they never mailed me the rest of the $127 owed to me. I have called a total of 3 times since the check was supposed to get mailed out and they only claim to "create a request" and each time I call back they state that the request went through but unacknowledged by the billing team and that they would create a request again. It has been exactly 3 months, after I cancelled service that they held onto my security deposit and refuse to acknowledge or call me back regarding the matter. They are not abiding by their own contract which entitles me to get my security deposit back.Desired Settlement: I would like my Security deposit mailed to me as I have requested 3 times to my forwarding address. It is on the account as I have spoken to 3 different representatives who know the issue but have done nothing to resolve it.

Business Response:

deposit refund of $122.45 was mailed out to [redacted] to [redacted] on 6/16/14; however, the check was returned by the post office. ACE mailed the original check again to the same address on 8/15/14. We regret the delay in mailing the check again and apologize for any inconvenience this causes [redacted].

Business Response:

deposit refund of $122.45 was mailed out to [redacted] to [redacted] on 6/16/14; however, the check was returned by the post office. ACE mailed the original check again to the same address on 8/15/14. We regret the delay in mailing the check again and apologize for any inconvenience this causes [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: Delmarva Power (DP) applies unethical collection practices on a regular basis and takes advantage of applying higher service charges on the customers' bills.

For example, on my electric bill in November of 2013, Delmarva Power billed me for 32 days that brought my total use of energy to 506 kWh.

DP has different distribution charge based on the elenergy usage. The higher rate charge applies when the distribution charges reaches 500 kWh.

If DP would apply a consistency in its billing practices and billed its customers on a regular 30 day period, I would not have to pay higher rate in November and previous months when

my energy usage was close to 500 kWh.

I have checked all my bills for the last half year and I noticed the same billing fraud that Delmarva Power applies in its business practice.

Any time my energy usage gets close to 500 kWh, they charge me for 32 days and apply higher service rate.

If my energy usage is too low or far above 500 kWh, DP bills me for 29 days or 30 days.

I was overcharged by Delmarva Power in November, August, and May of 2013.Desired Settlement: This deceptive billing practice by Delmarva Power must be investigated since it is the largest energy provider in the local market. Likely many customers are taken advange by Delmarva Power and this deceptive billing practice must be stopped, and the customers must be protected from the future overcharges.

Business Response:

Delmarva Power "DPL" or the "Company" is a regulated utility and those regulations are set forth by the Delaware Public Service Commission. Attached are the Company's Tariff pages applicable to meter reading and the residential rate.

In addition, attached please find a copy of [redacted] usage history, this will share that the number of days in each billing does vary and is not a consistent 30 days cycle. I hope that this response is helpful to [redacted] to understand DPL's billing cycle and rate by which she is billed.

Sincerely,

Business Response:

DPL is in receipt of [redacted] additional correspondence to your office. This further reply will help to provide a better understanding of the rates/line items which appear on the monthly bill.

There are two parts to the bill due to deregulation of the electric industry and they are Distirbution and Supply. The Tariff page previously provided details the "base rate" for [redacted] account classificiation. Attached is a stimulation of the rates which she was billed for November 2013. This is being provided merely as an example. The Distribution portiong of the bill includes additional charges or line items which do not appear on the monthly bill and these additional charges are approvided by the Delaware PSC. Those highlighted in yellow are the charges that make up the Distribution Charges that appaer on her monthly bill.

Please be aware this rate classification saw an change that became effective as of 10/22/2013 and the billing period is for 29 days (10/09/2013 to 11/7/2013). Therefore, 12 days is billed on the previously approved rate. Another factor to be considered is the number of days in a billing cycle. A billing cycle will be prorated based on the number of days under or above a typcial 30 day cycle. The rates that which customers are billed are reviewed and approved by the Delaware Public Service Commission and this would include the Company's billing practices.

Should Ms. Fillipone have any additional questions or concerns regarding rate(s), she may contact Customer Service at [redacted]

Review: After several years and many, many calls to the company, I am consistently having the same issue regarding billing and the so called budget billing program that I am forced to join every year. Each year, Delmarva Power double bills me monthly and calls it a required budget billing. As of today, I was billed 350.00 and when I reviewed my actually usage and then called to verify the usage, it was 162.53, But I was being charged the 350.00. The same happened in January of this year, December 2013, my usage was $261 but I was billed 350. and in November 2013 as well.I have yet to get a clear answer on why this occurs and they feel its justifiable. I as a consumer have not issue paying for what I am using but to be billed double my usage and then told I am delinquet if I don't pay the additional monies. Not to mention the instant taking for the Energy Assistance provided to me, as I am disabled.

This is horrendous and I believe unethical because I received Energy Assistance from Catholic Charities and Delmarva Power immediately deducted those funds from my account and started the billing x 2, as I mentioned above. I would like to file a complaintDesired Settlement: I will be happy to receive my actual usage and will pay those charges but I will not pay for any of the additional charges based on the double billing policy, that Delmarva is calling a budget billing program. Its twice what I have actually used.

Business Response:

Our office has received [redacted] inquiry filed with your office. I have conducted a thorough reveiw of the matter and provide you with this response.

As a recipient of Maryland Energy Assistance Program (MEAP) benefits, [redacted] is required to be enrolled on budget bill (equal payment plan). A budget is calculated based on the estimated cost of average utility usage minus annual MEAP benefit.

[redacted] received a $660.00 MEAP grant on October 29, 2013. This grant was applied to her account and reduced her balance to $554.70. The average monthly bill for [redacted] is $304.00 per month. With the $554.70 being incorporated into the budget this has increased the monthly budget installment to $350.00. While a customer is on a budget there are months their actual usage will be less than the budget installment and others times when the usage is greater than the budget installment.

If [redacted], wishes to be removed from this program she wouild need to put her request in writing to DPL and understand that by doing so, she understands that the $660.00 grant she received may be returned to the State of Maryland.

If she should have any additional questions or concerns she may contact DPL Customer Service at [redacted].

Terrible customer service. Was given faulty information multiple times when starting a service and was penalized for doing what they asked us to. Has been one of the most frustrating experiences.