Duquesne Light Company

Re:  Revdex.com Complaint of [redacted] (ID [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.  As information, low-income delinquent account customers can be eligible for energy assistance when providing a copy of their termination notice to certain assistance agencies.  In response to this dispute, our records confirm that Mr. [redacted] was current on his payment arrangement with us and his account was not delinquent.  Unfortunately, when another customer requested a copy of their termination notice, our Customer Care Representative erroneously sent Mr. [redacted] a termination on December 11, 2014. On December 15, 2014, we spoke to Mr. [redacted], explained the error and apologized.  We also attempted to provide energy assistance information to him, but he declined.  In conclusion, the Company apologizes to Mr. [redacted] for the human error that resulted in him receiving a termination notice.  Please know that this situation is being reviewed for training purposes in order to better serve all our customers going forward.  We respectfully request 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 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 has attempted to communicate with the customer.  A Duquesne Light Company representative was
unable to reach the customer at the phone number provided and left a message
for the customer.  The customer has not called
the Duquesne Light representative to resolve the complaint.Duquesne
Light Company respectfully requests that this complaint be dismissed as the
customer has not returned the Company’s communication attempts.Sincerely, Marie T[redacted], Supervisor Regulatory Consumer Relations

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]

Review: We repeatedly lose power in my neighborhood in the afternoons. This is not related to weather, as it happens even on bright sunny days. This happens at least 2x a month. It has happened twice in the last 3 days. We are being charged for electricity every month and we are not getting what we pay for. Not only that, but we incur expenses related to this loss of power. Dinners in the midst of being prepared have to be thrown out and we have to go out to dinner. I work from home, so I have to go to a coffee shop and make a purchase just to be able to complete my day.Desired Settlement: I would like to see our bill reflect these interruptions in service.

Business

Response:

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 has communicated with the customer. A Duquesne Light Company representative contacted the customer to resolve this matter. Duquesne Light Company is investigating the portion of the customer’s complaint related to power outages.Duquesne Light Company respectfully requests that this complaint be dismissed while the company investigates the source of the power outage. We will notify the customer once our investigation is complete.Sincerely,Roxanne M[redacted]

Review: Duquesne Light did not meet their Service Level Agreement in relation to turning on my utilities. Their SLA is 3 days, and they took 5 days to properly address my request.

I paid my utility bill in full on Wednesday, June 22, 2016, before the company turned off my utilities. They turned off my utilities as they confirmed that I did not report payment. At 8:03 AM on Thursday, June 23, 2016, I paid the necessary fees to turn on my power immediately, and I was quoted that they were going to be turned on no later than Friday, June 24, 2016. Even though I understand that this was only a quote, the paperwork given specifically states that their SLA is 3 days after proper payment. My power was not turned on Saturday or Sunday, June 25 and 26th, and I called multiple times to an automated machine. I called the company again and received a live customer service agent at 8:03 AM on Monday, June 27, 2016. They informed me that someone made a human error when trying to restore power on June 24, 2016. They promised that they would restore power on Monday, June 27, 2016, which is 2 days past the SLA that was agreed upon.Desired Settlement: I am requesting a full refund/billing adjustment as I paid for services that were not met by the supplier. I am also asking for the company to review their internal processes and make sure that this does not happen to another cutomer again. I understand human errors happen, and I do not blame anyone in customer service for not meeting the company's SLA. I also do not want any penalties on the agent who made a mistake.

I do believe that the company can improve by changing their business processes. The company should review and invest into their IT systems to provide to-the-second updates on payments made to dispatchers. This will allow dispatchers to make the appropriate decisions and eliminate the process of reporting payment ahead of time. Also, the company should invest in actually providing non-automated customer service outside of business hours in the case of an emergency or to correct an error and meet an SLA such as in the case described above.

Business

Response:

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 has communicated with the customer. A Duquesne Light Company representative contacted the customer to resolve this matter. Duquesne Light Company considers this matter resolved.Duquesne Light Company respectfully requests that this complaint be dismissed.Sincerely,Roxanne Morris

Review: my mother died resently and I have been trying to have the eft from her checking account stopped and the bill sent to me, the executrix of the estate, directly.

I have called them on numerous occasions. They are very difficult to speak to a person. When I finally did they told me to fax the short certificate. I did this and asked them to call me once received. I faced this on July 27th. No one ever called me. They mailed a bill that said they took this months payment from her checking account again and mailed the bill to her address. I called again, while difficult and spoke to someone who said they could not process this as my mom is not on the account, which is funny because they are taking the payment from her checking account. The bill has been addresses to my father who died 27 years ago. I asked that a supervisor call me and they have not.Desired Settlement: I want them to stop taken their payment from my dead mothers account and send the bill to me directly for payment from the estate account.

Business

Response:

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 has communicated with the customer. A Duquesne Light Company representative contacted the customer to resolve this matter. Duquesne Light Company considers this matter resolved.Duquesne Light Company respectfully requests that this complaint be dismissed.Sincerely,Roxanne Morris

Review: I live in a town house with two separate electric bills. I also have good credit (above national average). I was required to pay a security deposit when my roommates where not and they do not have any credit. At first I was asked to pay $65, I complained and they ran a check again and they said $41 so I paid. I called back and they said I was supposed to pay $65 and the lady said she had no idea why the previous lady accepted $41. They told me to call TransUnion to find out why I was declined. So I did. TransUnion said everything on my account was good and in fact my credit score was higher than I thought (though they couldn't tell me exactly because it costs $9.99). I continued to ask why I had to pay a security deposit and TransUnion said they do not know I had to ask the creditor. I repeatedly told them I just talked to them and that they told me to call them. She responded that the company was probably lying and to call back. So I did and I told them my roommate didn't pay a security despite but I did and I had better credit and she said there is nothing she can do and cannot refund me.Desired Settlement: I would like to either find out what on my credit that made me have to pay a deposit or be refunded the deposit.

Business

Response:

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 has communicated with the customer. A Duquesne Light Company representative contacted the customer to resolve this matter. Duquesne Light Company considers this matter resolved.Duquesne Light Company respectfully requests that this complaint be dismissed.Sincerely,Roxanne Morris

Review: I HAVE BEEN TRYING FOR MONTHS TO RESLOVE THE PROBLEM OF HAVING A NEW ELEC METER INSTALLED I RECEIVED A NOTICE IN MARCH THAT A NEW DIGITAL METER WOULD BE INSTALLED THIS HAS NEVER HAPPENED AND MY ELECTRIC BILL HAS BEEN EXTREMELY HIGH EVEN THOUGH I WAS IN HOSPITAL FOR 5 WEEKS WITH NOTHING ON EXCEPT MY REFRIG.ALSO I GOT A NOTICE IN MARCH THAT A $420..00 PAYMENT FROM LIHEAP AND THIS HAS NOT BEEN APPLIED TO MY ACCOUNT.AS I AM ON SSD AND ONLY RECEIVE $983.00 A MONTH AND 256.00 IN FOOD STAMPS AND HAVE A 9 YEAR OLD LIVING IN THE HOUSEHOLD.,THENJ TO TOP IT OFF MY CAP CREDITS ARE USE UP ALREADY.Desired Settlement: APPLY $420.00 FROM LIHEAP TO BILL I NEED HELP CHANGE METER CHECK MY ELECTRIC USAGE SOMETHING IS WRONG ED JOHNSON 412 242-5803 #1024640000

Business

Response:

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 has communicated with the customer. A Duquesne Light Company representative contacted the customer to resolve this matter. Duquesne Light Company considers this matter resolved.Duquesne Light Company respectfully requests that this complaint be dismissed.Sincerely,Roxanne M[redacted]

Review: Duquesne light failed to give me a correct bill for the first few months I lived at my residence. I tried to reason with them and came up with a solution of paying so $116 a month until their past due bill was resolved. Over the past few months, I have called in twice to make a payment and they would tell me no payment was due however the next month I would call to pay the bill and would have to pay around $220. I believe this is absurd as the only reason we are in this predicament is because they didn't bill me appropriately in the first place.Desired Settlement: I have paid them as I was supposed to to correct their billing issue. I do not feel that it is fair that I keep getting penalized because they can't figure out how to correctly bill me. I think the account should go down to 0 and that I pay only for the electric I use from here on out.

Business

Response:

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.As information, Mr. [redacted] also filed a complaint with the Pennsylvania Public Utility Commission (“PUC”) on July 18, 2016. That complaint is still pending with the PUC and cannot be resolved through the Revdex.com process. In response to this complaint with the Revdex.com, Duquesne Light Company has reviewed the customer’s complaint and has communicated with the customer to resolve this matter. However, the customer declined that resolution. In conclusion, Duquesne Light Company respectfully requests that this complaint be dismissed. Sincerely,[redacted]

Review: On 6/14 I scheduled a check payment to Duquesne Light to be drafted on 6/21 for $600 to pay a power bill in full. I contacted the company and they informed me that the check payment may not post in time to prevent interruption in service.

I then made a payment on 6/16 for the amount of $600 via debit card to satisfy the account. I contacted a representative that day and told them I want the check payment that was scheduled canceled in the system, as I had just satisfied the account via debit. The representative told me I had to cancel my scheduled check payment using the billing system available to me online. I told her I would, then I asked her if she would follow up on the account to verify that the scheduled payment had indeed canceled. I wanted to be certain that the check payment would not go through. The representative told me that she would do so.

On the morning of 6/21, the payment drafted without my authorization. My account was overdrawn. I had to contact my financial institution and have them reverse the payment. Then, I had to place a stop payment order on the account, so that they don't make my account overdrawn a second time. These two actions cost me $35.00 each.

On top of this, they changed their customer billing system, so the system that I used to schedule and subsequently cancel the transaction is no longer in place. I am highly upset at this situation. This company took my money, promised me they would not draft my account a 2nd time unnecessarily, then did so anyway, costing me $70.00 in fees. This is an egregious violation.Desired Settlement: I want $70.00 applied to my account. I also want any fees from a returned payment to their company stopped. Nothing else is acceptable.

Business

Response:

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 has communicated with the customer. A Duquesne Light Company representative contacted the customer to resolve this matter. Duquesne Light Company considers this matter resolved.Duquesne Light Company respectfully requests that this complaint be dismissed.Sincerely,Roxanne M[redacted]

Review: I received a bill in June that shows a %500 increase in electric usage. This is impossible. When I contacted Duquesne Light they tell me that my old meter was broken and I am now experiencing actual usage. I received a new meter...a smart meter in November. From November until May, I saw no significant increase in usage and then in June this large spike. Should I not have seen a spike from November until May as the new meter was installed during that time. ? Also, in order to get this new meter checked, I have to pay a $20 fee? They tell me I can have the meter checked for this fee but they feel there is nothing wrong with my meter. In my opinion this meter has malfunctioned in June and has nothing to do with my usage. As it stands, I have to pay the bill and pay to have the meter checked. I would also like to add that I have lived here for a little over 8 years. I had a new meter put on shortly after I moved here. During this entire time my bill has never had this much usage . there is no logical explanation for usage to have increased. Same AC unit, etc....except new energy efficient windows!Desired Settlement: They need to replace replace this meter...free of charge. In addition, they need to adjust my bill to reflect my usage that coincides with 8 years worth of bills that reflect that this usuage is incorrect.

Business

Response:

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 has communicated with the customer. A Duquesne Light Company representative contacted the customer to resolve this matter. Duquesne Light Company considers this matter resolved.Duquesne Light Company respectfully requests that this complaint be dismissed.Sincerely,Roxanne M[redacted]

Review: 8/19/2016

On August 16t 2016 I received a cell voice message from a Lady named Rose of Duquesne Light saying she was calling me back regarding the issue of my high Duquesne light bill. I had talked to Rose the week before and Rose had given me options in which one was putting me on a budget bill. Rose told me she was going on vacation and would follow up our conversation when she returned. Being a caregiver to a 92 year old Alzheimers mother I was unable to call Rose back right away. On August 18 Rose left another cell voice message saying she put me on the budget bill which would be $70.00 a month. Before that Rose had sent me brochures on how to save my light bill. Today Friday, August 19 I called Rose back to tell her I did not give permission for her to put me on a budget. I spoke to a lady named Jodi instead and told Jodi to take me off of the budget because I did not give Rose the permission to put me on the budget. The lady name Jodi told me I could call back to get off of the budget. I told Jodi that's why I was calling to take me off of the budget and to get me a manager because I did not give anyone permission to put me on a budget. Jodi never got me the manager and I am writing because I did not give anyone permission to change my account. Thank you.Desired Settlement: That the customer service people be polite and get a manager when asked to do so. Not to change customers account until they get permission and customer service people should have ID recognition instead of first names. The customer has to give their last four digits of their Social Security, name address telephone number yet Duquesne Light customer service people are secretive and rude! I will have to say Rose was not rude but did not get my permission to change my account.

Business

Response:

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 has attempted to communicate with the customer. A Duquesne Light Company representative was unable to reach the customer at the phone number provided and left a message for the customer. The customer has not called the Duquesne Light representative to resolve the complaint.Duquesne Light Company respectfully requests that this complaint be dismissed as the customer has not returned the Company’s communication attempts.Sincerely,Roxanne Morris

I recently acquired service through Duquesne Light company for my apartment in Pittsburgh. Upon activation I signed up for autopay with my checking account...Fast forward 4 months later, I received a bill for $419.00 explained as backup charges because of false reading. Please note, my apartment is 840 sq ft. and doesn't take that much energy to heat or cool, as it is in a new development. There has been no resolution from Duquesne on this.

Review: After receiving a 3000.00 bill with a termination notice, in May 2013, I contacted Duquesne Light to see if I could arrange a payment plan. My husband and I just started working again after a layoff period of about 4 months, I tried to explain that we were working but I didn't have access to the minimum of 1402.58 they "required" to stop termination, I could pay some per month but just didn't have it, "sorry,nothing but the total amount, or medical excuse from a doctor will stop the termination". After a call to the PUC, who was NO help to me since I'm on the CAP program, or any other assistance program, they were all closed or out of funds for the year, I decided to look into how my bill got so out of hand. After looking at all past bills since moving to my property, I noticed that my total kwh for the month of 10/2012 into 11/2012 had jumped from 1116 kwh to 3252 kwh, and after that had stayed between 1900+ kwh to over 2700 kwh+ per month until the rate change unknown to me that changed the rate from 9.89 cents to 6.60 cents per kwh, that suddenly changed my useage back down to 1,020 kwh in May then magically down to 852 kwh in June! When calling to get explinations I get told I don't know what type of heat I have even though I installed it myself, or that that department doesn't handle "those" types of calls, or better yet I have to send in $20.00 for someone to come out and find out/ test my meter to make sure it's properly working! Why should I have to pay more to the company that I'm pretty sure already has been ripping me off for close to a year, or be told I don't know what I'm talking about when I personally installed the ventless GAS heater, just because their reps aren't familiar with other types of heating. In the end I still have nothing but frustration, No answer/ explination, NOTHING. Their not even willing to try to hear my issue, rather they are happier telling me "Well ma'am, you are using electricity". That was never even the dispute, Totally worthless/pointless call to CS.!Desired Settlement: I would like someone to make sure someone isn't stealing or linking another account to mine and I'm the one having to pay for it, afterall Duquesne Light leaked my ENTIRE families personal info last year, babies and all. I want an explination as to how my useage had such a drastic jump in a month when no new electronics were even added to my house, then useage stayed high, until rate dropped the useage went down, but window a/c was installed? Lastly I want refunded/ credited the amount overpaid

Business

Response:

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.

Ms. [redacted] filed a complaint with the Revdex.com and is questioning the amount of usage that is associated with her account. She also states in her complaint that she wants to make sue that “someone isn’t stealing or linking another account to [hers]…”

In response, the customer called the Company about high usage and was told that she needed to pay a $20 up front fee in order to have Duquesne Light investigate her concerns. The Company requires this fee of all customers who make similar requests and Duquesne Light cannot respond to a high bill concern without an investigation. Ms. [redacted] refused to pay this amount and, therefore, the Company has no basis to believe that Ms. [redacted] isn’t being charged appropriately.

Since Ms. [redacted] declined to pay the $20 upfront fee to have the Company investigate her claims and because the Company has no basis to believe that her bills are incorrect, the Company respectfully requests that this complaint be dismissed.

Sincerely,

[redacted]

Paralegal

Review: I'm having a difficult time with getting Duquesne Light to correct an issue with my utility bill. I'm also having an issue with them supplying me with an accurate bill for the months in question. I've called so many times just to be put on hold, redirected and promised a call back but I never get a call back. Miscalculations of my Duquesne light bill all started in November of 2014, when Duquesne light switched over to a new billing system, However, I didn't notice the issue until February when my bill began being double the amount it normally is. I noticed that the increase in my monthly bill wasn't due to increased usage.My current usage for a month, wasn't parallel with the amount that DL was billing me for a month. By looking at my monthly bills and also my account statement I found that this had been happening for 4 months. I contacted Duquesne light and they informed me that there was indeed a mistake with my billing and they would investigate the issue and call me back.No one called me back so I called DL again and explained the entire issue all over again. After placing me on hold for almost 30 minutes, the representative came back and informed me that she found the issue and stated that when Duquesne light switched over to a new billing system back in November, that it accidentally miscalculated some of the DL customers bills who had previously been on a payment arrangement. She informed me that my bill wasn't accurate and that it was being displayed as lot higher than normal because they had mistakenly been charging me an additional $146(which was the amount I used to pay back when I was on a payment plan).She informed me at that time that she will fix the issue. When my next bill came out, I saw they hadn't corrected the issue and I was again charged an extra $146 on top of my regular monthly charges. A representative told me that this same billing issue has been happening to a lot of other customers as well every since DL switched to a new billing system.Desired Settlement: I want an accurate bill that reflects accurate usage and accurate billing charges.I want an adjustment for the months that my bill was charged an additional $146. I want a explanation of charges to be accurately displayed on my online DL account statement. I want my bill and my account statement to both accurately display my account information. I want a direct phone call from DL informing me when this issue has been resolved and an explanation of why they took so long to resolve this issue.

Business

Response:

June 4, 2015VIA ELECTRONIC MAILMs. [redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: 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 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 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]SupervisorRegulatory Consumer Relations

Consumer

Response:

Duquesne Light agreed to give me a $200 credit as well as correct my account statement and allow my account information to be viewable when I go to their website.I haven't been able to view my account information. I'm unable to see fi they actually issues me the $200 credit that they promised, I'm still unable to see my account statement or current bill when I log on to my Duquesne light account. pare of the agreement we reached included fixing my account information and having it available when I need to look at my account. Now when I go to log on, there is no information about my account available at all. This is contrary to what Duquesne light and I had agreed upon. Duquesne light assured me that my account information would be fixed and made available for me to view and They didn't follow through with this promise. Regards,

Business

Response:

July 2, 2015VIA ELECTRONIC MAILMs. [redacted]Revdex.com of Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15220RE: 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’s records confirm that on June 5, 2015, Ms. [redacted] received the credit to her account. Duquesne Light did not confirm that customer information would be immediately accessible. At this time, certain customer account information is not obtainable for viewing on our Company website.On July 2, 2015, Ms. [redacted] was provided a statement of account that includes the previous credit and advised that until her data is shown online, that she is welcome to contact our Customer Care Department who can provide her with any requested information. We respectfully request that this complaint be dismissed.Sincerely,[redacted]SupervisorRegulatory Consumer Relations

Consumer

Response:

Its a inconvenience to me that I have to call duquesne light when I want access to my bill.I want an accurate bill mailed to me on a monthly basis, like normal businesses do.I want my account statement to reflect accurate information. This is not how a business is supposed to be ran.As the customer, I should be able to access my bill and account statement anytime I want. I shouldn't have to call Duquesne Light and be on hold for 30 minutes waiting for them to tell me what my bill is every month. I would like to see my bill physically every month, to know what I've been charged.this issue has been going on since November of 2014 and I have yet to be given a date as to when my bills will begin be available for viewing. this whole issue has been going on for too long and it's very frustrating that I can't know automatically what my bill is every month.my bill was already messed up in the past , that's why I need to physically view my bill every month to be sure Duquesne Light is not overcharging me like they were in the past.ar I should not have to call and verbally hear Duquesne Light tell me the amount of my bill, I need to actually see a detailed bill every single month like a normal customer.Regards,

Review: The company offers a rebate for new HVAC that you have installed. We recently had a new furnace and air conditioner installed back in April, 2014. Our contractor told us of this rebate and gave us the information to find the form and the proper documentation in order to apply. He also stated to us that our products were eligible for this rebate. I completed the form and provided all of the documentation they required and mailed all of it within the 180 day time frame. The company stated that prepaid cards would be mailed within 60 days of the postmark and that a prepaid card for each product would be mailed separately. We have two prepaid cards that were to be provided to us for this rebate. 1. In the amount of $62.00 for the furnace and 2. In the amount of $190.00 for the 2 ton cooling capacity for the air conditioner. We received a few days ago, the one prepaid card for $62.00 for the furnace. I called the company regarding the rebate and they said that our air conditioner did not qualify. I asked why and they said it was not on their list. I checked their rebate site for all of the terms and conditions and lists of the products. The air conditioning was the only one that had nothing listed as far as what products were eligible. So I reviewed the terms and conditions of the HVAC and they never state in those conditions what qualifies and doesn't qualify. I also have a copy of those specific terms and conditions as well as copies of the lists for everything but the air conditioner.Desired Settlement: I want to have the rest of my rebate. I want the other prepaid card in the amount of $190.00 mailed to me as they stated in their own terms and conditions.

Business

Response:

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 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,

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 am a transitioning Veteran to civilian. Unfortunately, I found it difficult to find a job. I have finally found a decent paying career path. My power was shut off due to $25.00 over due amount. I called to deactivate my power 3 days later (payday). I paid $202.00 around 12:45pm on Friday to restore power, after all if there 'expenses'. Here it is Saturday, 5:47pm and my lights have yet to be turned on, after I was told they would be between 8:00am-10:00amDesired Settlement: A one month budget credit amount if $59.00

Business

Response:

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 Mr. [redacted] 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]

[redacted], Supervisor

Regulatory Consumer Relations

Review: I signed up for electronic check payment. I received a postal letter a week later that they "could not locate my account". That would be fine, but then they charged me $20, like I had bounced a check. I called to ask them to remove this charge because 1) Why is not locating my account definitely my fault? It could be their computer system or any number of issues 2) Even if I had had a key mistroke, that is an innocent mistake. People don't get charged $20 when they enter their credit card information wrong, the card is simply declined. The customer service rep argued with me, but finally said she would e-mail her supervisor (on 1/19), but that I would just have to call again to find out the answer. I called again on 1/23, and still no answer either way about the charge. I asked that the supervisor call me with an answer. Today, it is 1/25, and I still have not heard anything.Desired Settlement: 1) I would like my $20 refunded and 2) I would like to know why they could not locate my account and how we can remedy this. As it stands now, I am too nervous to sign up for electronic check payment again because they may charge yet another $20 for whatever reason and then have to argue about the $20 charge yet again. But I don't want to have to submit a payment directly from my checking account each month either.

Business

Response:

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

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 husband and I were behind on our electric bill. So, my husband called Duquesne Light to attempt to set up payment arrangements. We were told that we would be put on some sort of payment plan and to disregard the bill that we currently had. A few week later, today (6/25/15) I came home to find a shut off notice (notifying us that they had already shut it off today) on our front door. This is the first notice of ANY type that we have recieved from Duquesne Light about this matter. At no point did we recive any notice either in writing or on the phone about this before today. Of course when I got home it was after 5pm when their business office convienently closes. I borrowed the money from a family member and paid the balance IN FULL online at 6:30pm. My husband called their emergency number earlier in the evening and was told by the gentleman that answered that they had no information on our account indicating that it was even shut off. He told my husband that he would look into it and call him back. That converstaion happened at around 5:30pm. When no one had called back in an hour, my husband called back. He then spoke to "Paris" at DLCO that stated that she had no record of the phone converstation that my husband just had with the other gentleman. She also told us that she couldn't tell us where a technician was and that she would not send anyone out to turn service back on. She was rude and hung up on him when he asked to speak to a supervisor. He called back and then spoke to Kelly who also hung up on him. Finally he spoke with "Becky" who told him that if we had a medical emergency that was certified by a doctor that she could send someone to turn it on, but that she couldnt do anything even though we had paid them in full and had a confirmation number to prove that, she hung up on him when he wanted to speak to a supervisor as well. I have 3 young children who I had to uproot from our house and take to my mother's house to sleep on the floor tonight because it is so dark in our house that I don't feel they would be safe staying there. Also, I have a refrigerator full of groceries that I just purchased today that are now melting and turning bad because they wouldnt turn the power back on. I wasn't asking them to turn on the power without a payment, I paid the balance plus security deposit and reconnection fee in full. Had they sent me ANY sort of notice that they were going to disregard the payment plan already in place adn turn it off, I would have attempted to borrow the money at that time as to not incur the addtional fees (security and reconnection= 167.00+50.00). I also would not have lost the money for the groceries I just bought. Unfortunately I was never given that opportunity.Desired Settlement: I would like reimbursement for the additional fees that I was charged as well as compensation for my lost groceries.

Business

Response:

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

Review: I've had issues with a false high bill since August 2015. I've called Duquesne Light every month since speaking to several Reps and also supervisors. I've been told countless times that the bill will be corrected and they see where the error is. Every month when I get the bill nothing has been changed or updated. The bill accounts for 5 months and is around 400 dollars more than it should b** On one of the bills they canceled my July bill however I already paid for July and still have the confirmation from my bank account that it was paid. They are trying to add July into August - December bill. I want to be compensated for the countless hours over the past months that I've been on hold and on the phone with Duquesne Light. There is no sense of urgency and I've been getting the run around and empty promises that I'll be contacted back to no avail . If I could spot the issue and calculate my bill with ease then I don't know why supervisors and even someone above the supervisors can't help with the issu** I would like to finally after months to get a corrected bill and compensated for the time I've spent dealing with an issue that has been out of my control .Desired Settlement: I feel Duquesne Light should give me a corrected bill of what I actually owe and also compensate me for the hours spent on hold, on the phone , and online dealing with the issue .

Business

Response:

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. Our Duquesne Light Company representative attempted to contact the customer at the phone number provided, and the representative left a voicemail asking for customer to return the call. Duquesne Light Company respectfully requests that this complaint be dismissed as the customer has not returned the Company’s communication attempt. Sincerely, /s/ Marie ** T[redacted] Marie ** T[redacted] Supervisor Regulatory Consumer Relations