Delmarva Power

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

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

I have completed a review of the accountThe total outstanding balance on the account is currently $Of this amount, $is the outstanding security deposit that was assessed on the account on February 4, The deposit was assessed on the account due to delinquency There have been three prior disconnection notices generated on the account prior to the deposit being assessed (5/25/15, 12/9/15, and 2/4/16)The last time the account was paid in full by the due date was in February The waiver of the deposit is not warrantedMr [redacted] has been set up on a month payment arrangement for the deposit amount of $(installments of $155.00)

Our office first received this inquiry on October 14, 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On August 19, 2014, [redacted] contacted our Customer Service Department and advised that two payments had been withdrawn from his account He advised that he did not authorize a payment of $only one payment of $ He was advised at that time to provide a copy of his bank statement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 $payment was made to Delmarva Power from his online banking website [redacted] was advised the same on August 20, Per his request a refund adjustment in the amount of $was processed on August 21, Our records indicate that the check was mailed to [redacted] on August 25, The internal investigation found no internal errors made on behalf of Delmarva Power so no additional credit adjustments will be made to the account [redacted]

I was unsuccessful in contacting [redacted] [redacted] I left a voice mail message on 8/and today [redacted] has an outstanding balance of $Customer’s service was activated in April, at [redacted] [redacted] *** [redacted] [redacted] was billed a deposit of $100, which she paid in full on May 9, On March 27, her deposit of $was applied to her account[redacted] had a previous account at [redacted] *** where she was billed a deposit of $in July 2007, which she paid in full in September, The deposit was applied to her account on October 1, [redacted]

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

Customer [redacted] had estimated readings at the property from September 2015 to August 2016 when service ended. At time service ended, the actual meter reading was taken and customer billed up to that reading. While estimates during service were lower than the actual usage, customer would still... be responsible for paying for the electricity used. Delmarva Power would not be able to remove charges.

The final refund amount of was sent to the customer via overnight delivery as of I spoke to Mr [redacted] today who confirmed check was received

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below My account was never adjusted, nor was I contacted with a fixed statementI just keep receiving statements with threats to turn off my electricity, with the same $1,200+ balance Regards,

This is a MD customer The deposit was assessed in accordance with COMAR Reestablishment of Credit Mr [redacted] has been late times in the past months After the second disconnect notice in a month period was issued a deposit of $was assessed on 1-29- The deposit is based on an average bill multiplied by two Regrettably, we are unable to waive the deposit due to his payment history; however, we can certainly work with him on setting up a payment arrangement The balance due at this time is $ Mr [redacted] can pay the remaining deposit balance of $and then we can split the remaining $balance into installments of the bill plus $ Mr [redacted] can make the payment and set the arrangements by calling our Customer Care Office at [redacted]

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

I have completed a review of the account. The total outstanding balance on the account is currently $848.41. Of this amount, $is the outstanding security deposit that was assessed on the account on February 4, 2016. The deposit was assessed on the account due to
delinquency. There have been three prior disconnection notices generated on the account prior to the deposit being assessed (5/25/15, 12/9/15, and 2/4/16). The last time the account was paid in full by the due date was in February 2015. The waiver of the deposit is not warranted. Mr*** has been set up on a month payment arrangement for the deposit amount of $(installments of $155.00)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you for your help. This is all I wanted. It seems fair
Regards,

A storm moved through DPL's service territory on June 23, 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 safetyThey 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I asked several representatives if they could pull up the conversations that I had with them on the dates they indicated and they still haven't done thatI am positive that I was clearly told that my account was up to date and that I didn't owe anythingI had to actually make another payment arrangement just to try and pay my bill and not get servicec shut offIn the month of March I was never told that I was still on a payment arrangementI had a zero balance dueOne of the supervisors that I spoke to told me that there were some discrepancies in my accountFirst I was put on a six month payment plan and on the same day ten months.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We have tried contacting Delmarva power
several times since this incident, after the complaint with you we received a voice mail from ms*** asking for us to call backWe left a message and have yet to hear back from anyoneThen in January we get a shut off notice for February if we do not cone up with the full amount of $We tried speaking to a supervisor on monday January 23, we were told that the supervisor was unavailable and that we can leave a voice mail, we told customer service we wouldn't want to do that due to the fact we have been waiting on someone to call us back about new agreement and no one has called us back, so we asked if we could be transferred to ms *** phone and left another messageAre issue as of right now is since we moved in 3/to 11/we were paying $25-$dollars a month w some bills stating no payment due and with those bills we called Delmarva power just to make sure it is correct and we were reassured several times that it wasWhen this letter and packet of reissued bills came we were shockedWhen I called the first time I was told that they could not make an exception and that they could give us an arrangement of months to psy balance w now tacked on to a bill that is quadruple than what we are used to, making a payment of $a monthWe tried to see how we could do this and when we knew that we would not be able to do it we called before the first payment arrangement was done and explained to customer service rep and a supervisor that was very rude and did not care what are situation was and said they could not extend the agreement to the maximum of months and that if we could not pay it that we should get assistant from the state, and that is when I contacted better business BauerWe received your email from the company stating that they tried to reach out by leaving a voicemail on the new agreement, which we didn't receive, we got a voicemail asking for me to call back in which I did, and that is why I am rejecting the claim from company. We were under the impression that we would get a phone call back explaining the new agreement and when it would start, instead we get a turn off notice and still no phone callOnce again I am not aguring the fact we owe, but it was the company negligence that we did no have the correct bills in the first placeWe can even afford the months agreement cause it only took off $dollars off the first agreementI feel like the company is not taking responsibility of their mistake and because no one responded back to us we are being threatened to have electric turned offI don't want to get a lawyer but at this point I feel *** I am going to have toI want to try to come up with a resolution that both sides will agree to and make an exception to our situation due to the fact it was their neglect to do their job right so this would not happened in the first placeAgain we are willing to own up to paying the debt but we can't afford $dollars more on bill and have a time limitWe are trying to budget in $now that someone wants to do their job right nowAs of right now we can afford at the most $60, to go towards balance of which Delmarva power mistakeAnd I am willing to put money down on balance when income tax conesI hope we can come to some kind of agreement or I will have to get a lawyer and I'm sure the papers and news would like to known why Delmarva power took a year to figure out that someone was not doing their job customers willing to pay but trying to come up with a agreement and now threatening to turn off electric due to companies negligence

I spoke with the customer on several different occasionsHer property and a neighbors both had the same address in our Customer Information SystemWhen she called for new service both premises were placed in her nameThe addresses in our system have been corrected and the
billing will be removed from her accountAll payments she made on the incorrect account will be refunded or transferred to her correct accountv

This issue is between *** *** *** *** *** 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

Our records indicate that Ms*** started service at *** *** *** ** *** *** ** as of September 11, 2014. The account was assessed a move in security deposit of $at that time. Ms*** paid the $security deposit in full on October 10, 2014.Per the
Delaware tariff, Delmarva Power can assess a security deposit to any new or existing customer until satisfactory credit is establishedThe deposit is calculated as two months of the estimated average annual electric and or natural gas bill. The deposit at move in was based on the prior usage at the location from the past months.The account was assessed two disconnection notices and our billing system completed an automatic review of the security deposit on file. Due to an increase in usage the security deposit was increased to $350.00. The $deposit that was initially assessed on the account was applied towards the total deposit of $leaving $of the deposit outstanding.
I have attached a copy of Ms***'s usage history for your records

I have reviewed Ms *** account, customer has been backed bill to her requested 1-29-move in date at Courtyard Lane #6, WilmingtonThe adjusted bills, has been mailed today May Customer's bill balance is $Ms *** had a credit of $from her previous account at *** *
*** *** ** *** *** ** This credit balance was transferred today to the new location, $was applied to her deposit request and the balance of $credit was applied to her electric balance Customer currently has a balance of $ Unfortunately DPL can not waive her $deposit billed, due to the late payments on her previous account, however DPL can offer a month deferred payment plan of $in addition to her current bill on the remaining balance I left a voice mail message for a return call. *** ***