Duquesne Light Company

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility CommissionHowever, I have researched this matter and have the following information to provide to you with respect to the above referenced complaint The Company reached out to complainant about his complaint and the parties were able to resolve the matter.Because this matter has been resolved to the satisfaction of the parties, Duquesne Light Company considers it closed Therefore, the Company respectfully requests that this complaint be dismissed.Sincerely,/s/ [redacted] SupervisorRegulatory Consumer Relations

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 supposed to be on automatic EFT, I set it up online, I received a confirmationAs I said in my original complaint that when I was contacted by a representative about the termination notice, I was taken by surprise because I thought the payment had been taken out, that is when I told the representative that I would make the payment online, which I did and the online payment center would not schedule it for the right dayI did call Duquesne Light on this matter whether they are saying they have record of it or not I am telling you that I talked to one of their representatives because their online system does not work properly as I have proven on two occasionsThey then turned my power off, I called and was treated very poorly by their representatives, they did not turn it on until the following afternoonI was without power for almost hoursThey did nothing to try to help resolve this matterThey just treated me like someone who just doesn't pay the billI was told over and over that I wasn't telling the truth about calling into their company when I did, they kept asking for a nameI didn't write down a name and that is irrelevantI am not just going to let my power be turned offI did what I was supposed to do, especially since I was the one who was inconvenienced by their errorI lost everything in two refrigerators and freezers because of their unwillingness to help me and I am not paying the $fee that they charge to restore the power as it was not my faultI will be changing my supplier and I want my original request to be reimbursed for my loss due to their negligence in this case

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission However, I have the following information to provide to you with respect to the above referenced complaint The Company reached out to Ms [redacted] about her complaint and the parties were able to resolve the matter.Because this matter has been resolved to the satisfaction of the parties, Duquesne Light Company considers it closed Therefore, the Company respectfully requests that this complaint be dismissed.Sincerely, [redacted] Regulatory Consumer Relations

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission However, I have the following information to provide to you with respect to the above referenced complaint To address complainant’s dispute, we acknowledge that Mr [redacted] has numerous accounts in his name with us As information, we recently revised our Company procedures for when an applicant applies for service by telephone In order to properly identify the caller and to detect identity theft, a credit check is performed and the applicant is advised of requirements, if any, to establish electric service in his or her nameWhen Mr [redacted] initially called us to apply for electric service in his name, our customer service representative failed to adhere to Company procedure When we visited the property where electric service was requested, the main breaker was not off (This is a requirement prior to turning electric service on.) When Mr [redacted] contacted us to advise us that the breaker is now off, he was then appropriately placed through the application service tool in order for us to properly identify him and create his new account Please know that at the time Mr [redacted] contacted us, Duquesne Light recently installed a new Customer Care and Billing system on November 28, As with many new systems, we experienceda few technical problems resulting in Mr [redacted] being unable to connect to our customer survey This situation has since been rectified In conclusion, we apologize to Mr [redacted] for his recent experience with us Please know that this situation is being reviewed for training purposes in order to better serve all our customers going forward We have attempted to speak with complainant to personally apologize and provide an explanation, but were unable to reach him We respectfully request that this complaint be dismissedSincerely,/s/ [redacted] Supervisor, Regulatory Consumer Relations

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission. However, I have the following information to provide to you with respect to the above referenced complaint. The Company reached out to complainant about
her dispute and the parties were able to resolve the matter. Because this matter has been resolved to the satisfaction of the parties, Duquesne Light Company considers it closed. Therefore, the Company respectfully requests that this complaint be dismissed.Sincerely,SupervisorRegulatoryConsumer Relations

Re: Revdex.com Complaint of *** *** (ID No. ***Dear Ms. ***Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission. However, I have the following information to provide to you with respect
to the above referenced complaint. The Company reached out to complainant about his dispute and the parties were able to resolve the matter.Because this matter has been resolved to the satisfaction of the parties, Duquesne Light Company considers it closed. Therefore, the Company respectfully requests that this complaint be dismissed.Sincerely,/s/ *** ** *** ** ***SupervisorRegulatory Consumer Relations

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

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility CommissionHowever, I have the following information to provide to you with respect to the above referenced complaintThe Company reached out to Ms
*** about her complaint and the parties were able to resolve the matter
Because this matter has been resolved to the satisfaction of the parties, Duquesne Light Company considers it closedTherefore, the Company respectfully requests that this complaint be dismissed
Sincerely,
/s/ *** ** ***
*** ** ***, Supervisor
Regulatory Consumer Relations

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
The company was still unable to explain the system(s) they have in place to notify customers of planned outagesIn addition, the company was unable to explain why I was given several different answers, and why the outage information was not updated online, nor on the telephone system they have in placeI feel as if I am fighting a losing battle in that regard
Regards,
*** ***

I run a small business in which I have many accounts with DL. Today, an unnamed associate was so rude to me I hung up before I became too angry. She seemed so bothered by my very simple question. While she tried to tell me how to register, I told her that I did not see the same page and she was rude when I said well I don't see the same page. Her job is to help me not tell me that I'm doing something wrong. I didn't know what I was doing wrong, which is why I called! I called on 1/2/19 at exactly 12:20pm.

Dlc is charging me and my elderky husband and he is in renal failure an amputee retired on medicare..770.00 a month our total income is 3000.00 a month we are being charged almost 13.7 per kilowatt ? We never agreed to the terms of the supplier aggreement and 1 yr ago complained that this was incorrect we have been fighti g off and on through out the year now I am hopeless we can never afford tbis.what do we do?

Today 8-28-18 approximately 9:15 to 9:25, I was treated in a very unprofessional way by a rep named Randall I asked several times to speak a manager or to be given the puc number which he ignored me, he kept stating if there isn't nothing else, then he stated are you satisfied with the call I stated no because I have been with this company well over 15yrs and the info you are providing me today they have done in the past has the rules changed he stated no then few sentences later he stated yes a year ago they changed I stated can I again speak with or have puc number to verify he stated at this time I cant give it to you and it will take 24 hr for superivor to call you back I said ok can you please give them my info to call me back and again can I have puc number he stated if there is nothing else and are you satisfied with call I stated No, he stated well you can call this number he said it quickly, I stated I'm sorry can you repeat that he stated the half the number I said Sir I didn't have a pen can you repeat the number he stated I did twice I stated I didn't have anything to write with can you repeat the number he said I did and have a nice day and hung up..I called back and got another rep asked if customers are allowed to be given the PUC number she stated yes it is 1800-692-7380 I said thanks can you also have a supervisor give me a call at and gave her my number she stated I sure will I said Thanks she stated Thank you have a good day at this time I'm waiting for a supervisor to call me back it 9:55 am 8-28-18..

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission. However, I have researched this matter and have the following information.
Our records indicate that we began the termination process for the delinquent account...

on October 2, 2014 when we provided customer a ten-day termination notice. This notice advised that electric service was scheduled for termination on or after October 14, 2014. We then contacted customer by telephone on October 10, 2014 where we verbally advised of the delinquent amount due and
scheduled termination date.
On October 14, 2014, an on-line payment for the delinquent amount was scheduled to the account for October 16, 2014. This payment was not verified with the Company and electric service was terminated on October 16, 2014.
In response to the dispute, customers are advised (in their contacts with us and on our termination notices) that if their account is in the termination process, that all payments must to be verified with the Company to stop the collection action. 
This account is not active on auto payment but instead an on-line payment was scheduled on the date the electricity was originally programmed for termination.  When making an on-line payment, the website advises users to allow two business days for processing.
Our investigation found that the Company was not contacted at any time during the severance process to verify this payment in order to stop the termination of electric service.  Electric service was properly terminated on October 16, 2014 and in accordance with Pennsylvania Code 56.191, the Company can restore electric service within three days after payment is rendered. The electric service was restored in one day.
In conclusion, the Company believes the account was properly terminated and respectfully requests that this complaint be dismissed.
Sincerely,
/s/ [redacted]
Supervisor, Regulatory Consumer Relations

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission. However, I have researched this matter and have the following information to provide to you with respect to the above referenced complaint.  The Company...

reached out to complainant about his complaint and the parties were able to resolve the matter.Because this matter has been resolved to the satisfaction of the parties, Duquesne Light Company considers it closed.  Therefore, the Company respectfully requests that this complaint be dismissed.Sincerely,/s/ [redacted]SupervisorRegulatory Consumer Relations

July 29, 2015RE: Revdex.com Complaint of  [redacted] (ID of [redacted])Dear Ms. [redacted]:Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission.  However, I have the following information to provide to you with...

respect to the above referenced complaint.In response to this complaint, Duquesne Light Company has reviewed the customer’s complaint and attempted to communicate with the customer to review this matter.  Duquesne Light Company has not received a return phone call from the customer.  The customer was properly provided with a ten day and also a seventy-two hour notice of impending termination of service.  If the customer would like to file a claim for lost groceries, Duquesne Light Company directs the customer to contact its Claims Department at ###-###-####.In conclusion, Duquesne Light Company respects that requests that the customer submit a claim though the Claims Department.  Duquesne Light Company respectfully requests that this complaint be dismissed as the customer has not returned the Company’s communication attempt.Sincerely,/s/ Marie [redacted]Marie [redacted]SupervisorRegulatory Consumer Relations

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission. However, I have researched this matter and have the following information. Our records indicate that we began the termination process for the delinquent account on...

October 15, 2014 when we provided customer a ten-day termination notice. This notice advised that electric service was scheduled for termination on or after October 27, 2014. We attempted telephone contact with customer on October 23, 2014 at 1:53 p.m. and October 27, 2014 at 7:52 p.m.  Complainant failed to respond and electric service was terminated on November 5, 2014.  The customer contacted us on November 5, 2014, paid the delinquent amount in addition to a reconnection fee, and electric service was restored.  To address customer’s dispute, we acknowledge that the complainant was issued his normal monthly bill with a due date of November 6, 2014.  This monthly bill provided the current and past due charges, although collection action for the ‘past due’ charges began on October 15, 2014 when we provided customer a ten-day termination notice.  The customer failed to respond to our notifications or pay the delinquent portion of the account and as a result, electric service was terminated.The customer verified the November 5, 2014 payment with a third party vendor where a service fee was charged.  Duquesne Light does not control fees assessed by this vendor.  The customer was provided his medical rights in accordance with Pennsylvania Code, Chapter 56 and the reconnection fee is in accordance with our Company Tariff.In conclusion, the Company believes the account was properly terminated, the reconnection fee was justified, and respectfully requests that this complaint be dismissed. Sincerely,/s/ [redacted]
Supervisor, Regulatory Consumer Relations

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 supposed to be on automatic EFT, I set it up online, I received a confirmation. As I said in my original complaint that when I was contacted by a representative about the termination notice, I was taken by surprise because I thought the payment had been taken out, that is when I told the representative that I would make the payment online, which I did and the online payment center would not schedule it for the right day. I did call Duquesne Light on this matter whether they are saying they have record of it or not I am telling you that I talked to one of their representatives because their online system does not work properly as I have proven on two occasions. They then turned my power off, I called and was treated very poorly by their representatives, they did not turn it on until the following afternoon. I was without power for almost 48 hours. They did nothing to try to help resolve this matter. They just treated me like someone who just doesn't pay the bill. I was told over and over that I wasn't telling the truth about calling into their company when I did, they kept asking for a name. I didn't write down a name and that is irrelevant. I am not just going to let my power be turned off. I did what I was supposed to do, especially since I was the one who was inconvenienced by their error. I lost everything in two refrigerators and freezers because of their unwillingness to help me and I am not paying the $50 fee that they charge to restore the power as it was not my fault. I will be changing my supplier and I want my original request to be reimbursed for my loss due to their negligence in this case.

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission.  However, I have the following information to provide to you with respect to the above referenced complaint.  To address complainant’s dispute, we...

acknowledge that Mr. [redacted] has numerous accounts in his name with us.  As information, we recently revised our Company procedures for when an applicant applies for service by telephone.  In order to properly identify the caller and to detect identity theft, a credit check is performed and the applicant is advised of requirements, if any, to establish electric service in his or her name. When Mr. [redacted] initially called us to apply for electric service in his name, our customer service representative failed to adhere to Company procedure.  When we visited the property where electric service was requested, the main breaker was not off.  (This is a requirement prior to turning electric service on.)  When Mr. [redacted] contacted us to advise us that the breaker is now off, he was then appropriately placed through the application service tool in order for us to properly identify him and create his new account.  Please know that at the time Mr. [redacted] contacted us, Duquesne Light recently installed a new Customer Care and Billing system on November 28, 2014.  As with many new systems, we experienceda few technical problems resulting in Mr. [redacted] being unable to connect to our customer survey.  This situation has since been rectified.  In conclusion, we apologize to Mr. [redacted] for his recent experience with us.  Please know that this situation is being reviewed for training purposes in order to better serve all our customers going forward.  We have attempted to speak with complainant to personally apologize and provide an explanation, but were unable to reach him.  We respectfully request that this complaint be dismissed. Sincerely,/s/ [redacted]Supervisor, Regulatory Consumer Relations

Thanks to the actions taken by the Revdex.com and the Pennsylvania Public Utility Commission, Duquesne Light Company finally addressed our concerns.  My mother-in-law appreciates the service provided by Revdex.com of Western Pennsylvania and we both salute your office for a job well done! 
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]

Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania Public Utility Commission.  However, I have the following information to provide to you with respect to the above referenced complaint.  The Company reached out to Ms. [redacted]...

about her complaint and the parties were able to resolve the matter.Because this matter has been resolved to the satisfaction of the parties, Duquesne Light Company considers it closed.  Therefore, the Company respectfully requests that this complaint be dismissed.Sincerely,[redacted]
[redacted]Regulatory Consumer Relations