Duquesne Light Company

Review: In 2011 I moved and had my last electric bill from Duquesne Light Co. turned over to [redacted]. ###-###-#### In February 2015 I noticed it on my credit report, called [redacted]. and tried to pay the bill. They referred me to Duquesne Light co. who was to be paid directly. I contacted Duquesne Light and paid the bill on 2/23/2015 in the amounts of 431.64 for the bill, and 2.50 fee, total 434.14 After 5 months I called [redacted] and they stated that Duquesne Light never notified them that the bill was paid. I tried repeatedly to call Duquesne Light, hours on hold, hang-ups, transfers, emails, and have yet to make contact with anyone who is willing to help me, let alone return my emails or phone calls. It is now SEVEN months later and this is hurting my credit!!!! It is the only collection I have!Desired Settlement: Please simply call [redacted] and notify that this bill was paid on 2/23/2015

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 investigated the matter. Duquesne Light Company did not report the delinquency on the customer’s account to the credit bureaus. As the customer stated that [redacted]. reported the delinquency to the credit bureaus, then the customer will need to resolve the matter with [redacted]. Duquesne Light Company cannot remove a delinquency from a customer’s credit report when it did not report the delinquency. Duquesne Light Company recommends that the customer contact [redacted]. to resolve this matter. The customer may also dispute the credit report with the credit bureaus.Duquesne Light Company respectfully requests that this complaint be dismissed as the Company cannot resolve a matter to which it is not a party.Sincerely,/s/ Marie * T[redacted]Marie * T[redacted], SupervisorRegulatory Consumer Relations

Review: The Duquesne Light company overcharged me for the electricity bill and did not refund the over payment. I would like to report their dishonesty on the matter and ask you to negotiate with the company to refund the over payment to me. We sold our former house ([redacted]. Our Duquesne Light account number was [redacted] on July 17, 2014. I called the company (###-###-####) on June 12th and told the customer service agent, [redacted], that we were moving out of the house on June 16th (I have proof of the move). I also told [redacted] that our closing date, as contracted with the buyers, would be July 17th.Then, [redacted] informed me that the company would send me the last bill to our new address after the closing date. When I received the last bill, I found that the company estimated our usage to be 300 kWh and charged us $69.63 for from June 26th to July 17th, the span of time after we had moved out. Our bill for the previous year had not been as high despite our having five family members living there for a whole month.I called the companys customer service again, and this time [redacted] took my call; she said that she would refund me the over-payment well before and at the very latest on September 10th. Because I had not received the refund, I called the company on September 9th and asked the customer service agent [redacted] when they would be sending me the check. She claimed that the meter reading was the actual reading, so the company would not refund me my refund. I explained to her that the house was vacant during the billing period and that the only time we stayed there was on July 16th and 17th for several hours, most of which the lights were off since we were sleeping. However, she went on to say that they would not be able to refund me my dues.Water authority charged me the estimated fee on the closing day, but refunded me the over-payment soon thereafter. However, Duquesne Light Company did not.Also, I believe it important to point out that the company replaced their meter in my house on June 12th 2014. Their bill said that the old meter from May 28th to June 12th (16 days) read a 192 kWh usage while the meter reading from June 12th to June 26th was 150 kWh, even though we had moved out of the house on June 16th. The usage, logically and realistically speaking, should have been much less. The company overcharged our family and most likely many others. Please disclose the companys dishonesty. Thank you.Desired Settlement: As I wrote above, I would like to refund the over-payment to me.I would like to ask you to disclose the company's dishonesty, if possible.Thank you.

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] Supervisor

Regulatory Consumer Relations

Review: My 18 year old brother has recieved a bill from Duquesne Light for just over $1,700 but has lived with his father his entire life up until 1 month ago when he moved in with my mother. We called Duquesne Light to discuss the issue that my brother has never rented or owned a property and we were wondering how an account was in his name. The employeed told me that my brothers father was the previous owner of the account in the amount of $1,800 and that in June 2011 my brother consented to open an account with Duquesne Light and assume responsibility of the debt. My brother was 16 years old in June 2011 and Duquesne Light does not provide utility service to anyone under 18 years of age. When I asked if they confirmed "my brothers" identity they said "yes we entered his social security number and did a credit check" I then asked did you ask to confirm his birthdate or any other information? The lady told me "sir that is not part of our policy, we ask for the social security number and as long as that number passes our credit check requirements then you will get service". I then asked the lady "so if I call with my 7 month old daughters social security number, you will give me service without checking the birthday to ensure that the birthday meets requirements". She said "no, we only check the credit score". I asked her if there was anyway we could get the account out of my brothers name and she said there was nothing they could do so I told her we would contact our attorney.Desired Settlement: We would just like the see the account and all resonsibility taken out of my brothers name.

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,

[redacted]

Mary Jane Hammer

Paralegal

Review: I left my apartment in Pittsburgh, By error or whatever Duquesne didnt turned the power off so I was billed $300. Went to collection and I paid the bill and it was received and acknowledged in April 2012. Unfortunately this is still in my credit as a bad debt. I am strongly complaining because first and foremost I called Duquesne and discussed with them that they will work to remove it off my report which they agreed before I made payment. Their action have affected me in many ways.My credit card cut my balance off; my interest escalated; my new apartment I am relocating asked me to pay extra security deposit citing the Duquesne issue on my credit. I have already contacted Duquesne but they want me to do everything. I have already contacted the bureaus to remove from my credit but is becoming a fight.Desired Settlement: Duquesne should refund half of the money back to me for their inefficiency and poor customer services. Their failure to honor their part of the bargain. I am asking the refund and a letter from them stating that I paid off completely so that I can fight the case myself. 16 Months is too long to tolerate. Why should an industry have too much power to fine customers interest for failing behind is time to be fair and institute fair business practices.

Business

Response:

In response to the above-referenced complaint, Duquesne Light Company provides the following response.

The following is a history of events based on our records. Mr. [redacted] was provided electric service at his apartment in Pittsburgh, PA. His service was canceled on September 19, 2011. The final balance on the account was $320.60 as of September 16, 2011 and this amount was due by October 12, 2011. A twenty dollar payment was made towards the outstanding balance in November of 2011 and no other payments were made. The Company assigned this debt to a collection agency for payment. The entire outstanding balance owed by Mr. [redacted] was paid in April of 2012. After payment was made, the Company notified the collection agency of the payment in full. The collection agency is responsible for notifying the credit reporting agencies of the payment of the debt. We confirmed with the collection agency that they notified the credit reporting agencies in June of 2012 of the payment of this debt. It should be noted that Duquesne Light Company does not control what the credit reporting agencies do or provide in an individual’s credit report. Thus, Duquesne Light made the proper notifications to the collection agency who in turn notified the credit reporting agencies of this matter.

Moreover, Mr. [redacted] did not provide a copy of his credit report with the complaint, and the Company does not know what it actually says. However, Mr. [redacted] did have an unpaid delinquent debt with the Company from October 12, 2011 to April of 2012, which was reported to the credit reporting agencies through our collection agency. We understand that the collection agencies will report to the credit reporting agencies that an outstanding debt is placed for collection, and the collection agency will send a report to the credit reporting agency stating that a debt, that was the subject to a collection action, has been paid in full. If Mr [redacted] disagrees or disputes what is on his credit report, then he needs to file a dispute with the credit reporting agencies, as Duquesne Light does not have any authority to mandate what is on a person’s credit report. The credit reporting agencies will investigate and get back to him.

Since the Company did not error on cancelation of service, correctly reported the delinquency and made all the proper notifications of payment in full with regards to the delinquency to the credit reporting agencies via the collection agency, the Company will not provide a refund to Mr. [redacted] and respectfully requests that this complaint be dismissed based on the above.

Sincerely,

[redacted]

Paralegal

Consumer

Response:

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.

The above is especially true with my experience with Duquesne Electric. They will invest in the best legal machinery to oppress their own poor clients just after they succeeded in ruining their lives after an end of a contractual agreement that doesn’t favor them. I would have accepted Ms. [redacted]’s statement had it been completely honest devoid of being economical with the truth but it is legally pathetic to read her asking for the dismissal of a very important case without even going thru every detail. I wonder if she have ever heard the statement “The Customer is Always Right?”.

First and foremost she stressed that I requested for my service to be canceled in September 2011. I agree with her because earlier I made my wife called and they ask us to call to finally cancel when we relocate. I believe she forgot to call on time. I am profound deaf and need the special equipment set for me to proceed with a phone call though I have a cellphone alright. I believe I left the apartment at the earliest part of August 2011, but alas someone had used the electricity at my expense and I am charged for my neglect which I did accepted full responsibility without any fanfare. Though Ms. [redacted] failed to provide a break-thur of my utility bill for the month of August to September.

In her own word she said “After payment was made the company notified the collection agency of the payment in full. The collection agency is responsible for notifying the credit reporting agencies of the payment of the debt”. It sounds like a blame shifting game. That was not the same thing we were told on the phone. Duquesne just PROMISED repeat PROMISED that they will remove it from my credit once I pay in full and that was a positive motivation to make me pay them ASAP but Duquesne happens to have made a very bad promise. They could have followed up or even sent me a copy of the notification to the credit bureau but alas there was none. You cannot assume that once you have told the collection agency this they will automatically remove it. [redacted] haven’t received any request for that so how come the issue is still there for the past over 15 months?

Instead of admitting to their guilt they keep shifting the goalpost by saying that they have no control of the credit bureau reporting. If they have no control how come they were able to place a lien on my credit? How come they made a promise they are going to have it removed when they know very well it’s a corporate lie.

Back to square one, Ms. [redacted] in her paragraph 2 stated that I did not provided a copy of my credit report and so they have no idea what it says. If you need that info its best you ask than just assume. How come she prayed for a case to be dismissed when she have no idea what the other party have at hand. That’s just a common sense estimation. It could have done her good if she placed a request for a copy from my side. I have included it as Exhibit 1.

Again stating that if I disagree its my responsibility to dispute that. I have already done that without success because I don’t have the power vested in the collection agency that placed the lien on me thru Duquesne’s authorization. Actually I have no business with the collection agency that’s why I am after Duquesne and not the agency that have no contractual dealing with me. Why should I spend extra time chasing the credit agencies when Duquesne has already broken its promise?

Actually the conclusion itself doesn’t make sense. Stating that the company did not error on cancelation of service… no where in my plea did I ever complain on the cancelation. I took full responsibility for the cancelation my issue is their failure to remove the lien on my credit as agreed had bought to me a whole set of untold hardship not limited to reduction of my credit limit, increase in my interest rate and being made to pay extra for security deposit for my next rental unit based on their TOTAL NEGLECT and breaking their OWN PROMISE prior to full payment.

As a basis for fair judgment I am providing an Exhibit 2 which is a bill I currently settled of which they provided me a complete roadmap to the credit bureau. I was copied to those thru fax something any fair minded business unit would have done to ensure fair reporting.

In the conclusion, I am asking Duquesne to fix the error on my credit, and make a refund of half the payment I made based on the above facts. They should also know that their business practice is unfair to their customers and can chose to improve their services or in future face a class action suit which got nothing to do with me.

Regards,

Review: I had submitted forms for the [redacted] rebate on high efficiency appliances back in Sept 2015. I have made numerous calls and have been given the run around now for almost 8 months on receiving the rebate. They even sent me and email on March 28 stating that it would be sent out in 7-10 business days. Now I called this morning and they said it was sent on March 24, 2016 but I never received it. They said they must refer me to the pre paid card dept and that fees may apply for a card replacement. I never received it and it was supposed to be for $48.00.

The phone number for [redacted] is ###-###-####

I hope you could please help me as I am very frustrated that this has been going on so long.Desired Settlement: I would like to receive the rebate amount of $48.00 that I applied for nearly 8 months ago

thank you

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,

Review: Had a small business, wanted to get on a budget payment plan. Called company, they suggested switching from commercial to residential which allows for a budget. NEVER spoke about rate changes. After new meter was installed, bill came in averaging over 30% increase. Called to ask for help concerning cost, was told residential would cost more money. Requested someone check new meter, claim meter was working fine. I requested being placed back on to commercial rates.. still waiting after several calls and several weeks. I began monitoring the values on the meter daily. They do NOT match at all the numbers displayed on their website regarding Kmh usage. My tracking showed HALF of numbers shown for my usage. Have ABSOLUTELY no bill other than whats online to show usage. Keep asking for help, continue to get bounced around between representatives making promises that aren't being honored.Desired Settlement: Need to be able to monitor actual usage and compare back to a bill. Need to move back to commercial account at minimum, since, I can get no QUALIFIED help from staff.. their numbers do not reflect actual meter. Need to review previous bills and discuss how 30% increase in charges makes sense when absolutely nothing was changed that would lead to higher usage.. Monitoring usage daily... will call PUC next..

Business

Response:

July 8, 2015VIA ELECTRONIC MAIL Re: Revdex.com Complaint of Paul [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.In response to this complaint, Duquesne Light Company has reviewed the customer’s complaint and communicated with the customer. Duquesne Light Company conducted a meter inspection and determined that our meter was functioning properly and accurately. Duquesne Light Company also verified that the property was properly classified a residence and that he was billed at the ppropriate tariff approved rate. A Duquesne Light Company representative spoke with the customer about his usage as displayed online, and he indicated that the usage shown online currently appears to be in line with his usage.In conclusion, as the customer was billed at the appropriate rate with an accurate meter and the customer agrees that the usage shown online is in line with his manual readings, the Company respectfully requests that this complaint be dismissed. Sincerely, /s/ [redacted]SupervisorRegulatory Consumer Relations

Consumer

Response:

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.

Regards,

Review: I have 50 accounts with Dq light and am generally very satisfied. However, I called for service last week and the rep was not helpful at all. After telling him that he got worse. He took all my info and but me on hold for 15 mins. I know intentionally. Came back online and told me a Problem with the system and I should call back tomorrow. I asked for the survey and they connected me with an unavailable line 30 mins down the tubes. Fine! Then the next am I started over and it was successful. So I thought! The next day the tech came and the breakers were not off so he left a dated note stated he couldn't establish service. Okay. So called today to tell them that I turned them off. They told me that I never called before and that I have to establish an account. The tech was there today so this makes no sense. But I gave my info anyway. This time she told me I need to do a credit check. I told them I have 50 accounts and haven't needed a check in 5 years. So the second time I established service in 48 hours I needed to run a credit check. I then asked for the survey and the connected me to an unavailable line once again. I complained directly to Dq light via email 48 hours ago and didn't even get a responseDesired Settlement: I really have no idea. Maybe an apology! A response, and or explanation.

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. 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

Review: I went online and set-up my account on automatic bill pay. I then received a 10 day shut off notice saying my payment had not been made and power would be shut off on Oct. 16th. I spoke to a representative and she told me that my account was not on auto pay and that I had to make a payment by October 16th to avoid shut-off. I told her that I was on auto pay, I got a confirmation that I was on auto pay but if it somehow wasn't correct I would go ahead and make the payment. I went online on the 14th and tried to schedule the payment for the 15th but it would not allow that date so the payment was set up for the 16th. I called Duquesne Light to let them know the payment was made, I did not get a confirmation number but I did print my receipt that the payment had been made. On October 16th my electric was shut off. I called and they said they had no record of my call to confirm payment and there was nothing I could do. They were unwilling to help me, they told me I didn't call in and that it was my fault. They asked me for the name of the person I talked to and I didn't have it so basically they told me since I didn't have a name, they could not confront the agent and there was nothing I could do. I spoke to 3 agents and a supervisor and they all told me it was my fault. My power was shut off October 16th sometime in the morning and it is now 24 hours later and they say they are not able to tell me when a technician will be out to restore it. They say it can be anytime until 7 pm tonight. I have children that were not able to go to school and I have 2 freezers and a refrigerator full of food that is spoiled not to mention a $50 fee for turning the power back on. These representatives were mean and unwilling to help me or give me any information. This issue was not my fault, I did everything I was supposed to do. I never should have had to make the manual payment had their computer system set my account up on auto pay like it said it did in the first place.Desired Settlement: I would like the $50 restoration fee refunded because this issue was not my fault and I would like reimbursed for the food that was spoiled in my 2 freezers and refrigerator.

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.

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

Consumer

Response:

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.

Review: I had Duquesne Light at my old apartment. I moved in September of 2012 at which time I contacted them as well as my gas company to disconnect my services. I have not been living there for 2 years and now I am about to move again and I need electricity again so I called Duquesne Light for service and they told me that because I hadn't called (which I know I did) they kept my electricity on for close to a whole year (July 2013) after I moved out and now I owe close to 1900$. When I asked them what my options were the representative kept telling me that the only thing that she could do is to send me out a copy of my final bill so that I could see the usage but I did not live there so there should not be any usage in my name.Desired Settlement: I want this to be reduced or forgiven since I have not lived in the apartment since 2012 and I have my lease to prove it.

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 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,

Review: I was sent a bill from Duquesne Light for $1,016.00 and not one Duquesne Light Representative have been out to read my meter. However, in November my bill was 0 dollars, and I have continued to pay my budget amount of $107.00 dollars every month which would give me credit of $321.00.Although, on March 4 2014, I paid Duquesne Light $115.00 dollars, and on April 3 2014, I paid Duquesne Light $156.50 dollars and I have the confirmation numbers for both those payments, if needed, however, neither one of those payments are credited to my bill.I have not once missed a payment on my Duquesne Light Bill and my usage is set low, but I have had a continual switching of my bill amount and payments with another Duquesne Light customer.I would appreciate any help with this situation that can be given and or another utility company referral.[redacted]Desired Settlement: WOULD LIKE TO HAVE MY BILL REFLECT MY PAYMENTS AND MY BILL LOWER FOR THE CORRECT AMOUNT OWED.[redacted]

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.

Ms. [redacted] is questioning the payments applied to her electric account and of Duquesne Light obtaining accurate meter readings.

In response, the Company secures actual meter readings obtained from our fixed network meaning that on a daily basis, the meter readings from the meter at [redacted] are electronically transmitted.

Ms. [redacted] is not on a permanent budget amount of $107 as the monthly budget amount fluctuates due to electric usage. Ms. [redacted]’ electric account was current with us when she provided us a payment of $107 on January 3, 2014. We received the next payment of $107 on February 3, 2014. The next two payments received were $115 on March 4, 2014 and $154 (minus the $2.50 processing fee) on April 3, 2014. These latter two payments were received and we have no record of them as not being received by us or of any payments being switched with another customer.

Ms. [redacted] was provided with her monthly bill on May 14, 2014 for a total amount of $1,016.75. This bill included the unpaid balance that remained on the account in the amount of $821.93 in addition to the current charges of $194.82.

Duquesne Light’s analysis of her electricity consumption did not indicate any abnormalities with respect to her usage. Due to the colder than normal weather this winter, Ms. [redacted]’ electric usage rose causing an increase compared to previous winter bills. In addition, Ms. [redacted] advised us she was using space heaters instead of gas to heat her home this winter, which would result in higher than normal usage.

On May 20, 2014, the Company established a payment agreement on the balance and Ms. [redacted] stated she was satisfied with the agreement provided on her outstanding balance.

In conclusion, the Company believes the account is being billed correctly and payments are being applied appropriately and respectfully request that this complaint be dismissed.

Sincerely,

Supervisor, Regulatory Consumer Relations

Consumer

Response:

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.

I am on a budget amount of $107.00 dollars amonth which is based on my income, since I am not presently working as a Surgical Technologist which is my current occupation, my payment was based on my monthy disability amount.

And my bill would be addressed to Ms [redacted], and not [redacted] which is not my biological name.

Review: I signed up for their power services to move into my apartment sent them all required info which they seem to of lost and now I am at risk for being kicked out of my home due to their negligence and now have to go through their poor system again. Previous electrical companies have been easy simple and able to do everything over the internet however they do not have a simple system and make it hard for anyone to even try using them.Desired Settlement: For them to help fix the issue and assume liability if kicked out of the house for not paying for electric that they need to help me setup. As well as fixing their system to be easier to use.

Business

Response:

July 29, 2015VIA ELECTRONIC MAILRE: 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 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]SupervisorRegulatory 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 complaint with Duquesne Light is with 2 things. One it is the lack of customer service that they say they have. When I call about a question or concern about my bill the wait time is always 20 min or longer. I had a wait time of over an hour before! Then when I finally voice my concern NO ONE can help me after I apparently WASTED MY time on the phone waiting. They are RUDE and inconsiderate. No compassion what so ever. Cold and careless. They need to hire some people with personality. And two the rates keep going up and up and up. I am 1 person taking care of a WHOLE HOUSE MYSELF and there is NO reason my bill should jump from $89 a month on the budget to $460 a month on a budget !!!!!!! NO REASON!!!!!!!!! and when I call I get...."Im sorry I cant help you" ARE YOU KIDDING!!!!!! My electric bill is not the only thing I have to pay a month. I should NOT be this high to begin with! I live by myself and Im at work 80% of the day! WHY IS IT SO MUCH !!!!!!!!!!! AND THEY GIVE NO HELP!!!!!!!!!!! I wish I had a choice of electric companies ! I would DEFINITELY switch with out a doubt!Desired Settlement: More importantly than the customer service. (Which should be number one, maybe they wouldnt have complaints like this and happier customers) I NEED my bill adjusted. I NEED help. I can not continue to pay what I am paying for my electric bill. It is outrageous. I wish I could go with out it, it would be one bill I would shut off completely 100%

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 ompany representative attempted to contact the customer on three separate occasions 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.

Review: I submitted an online application, 6 business days ago. Received notice that I would need to submit a hard copy of this application. I proceeded to do so, or at least thought I did 5 business days ago, with the note to please contact at the below phone number if there is an issue with this submission.

I waited 3 business days, called to confirm that this was accepted. Informed that this was in processing and not to worry.

Called on 4th business day, I was told that the original submission was not received. Surprisingly, I did not receive a phone call relating to my omission even though I had requested a phone call if any issue arose with the application submission.

I was also informed by the customer service contact, that a submission on that day would not count as a business day. Submitted correctly business day 6, after the initial electronic submission. The customer service contact on the phone, could not confirm whether the submission was received on that business day, and could not transfer me to a department that could confirm this application was received. Informed that they will call, when the application is received.

I am guessing this will follow the same pattern as the last time, were I call in a week and nothing will have occurred.Desired Settlement: Confirmation and back dating of the billing to my initial start date.

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.

Review: 3 concerns: 1) I'm currently on the CAP program, and I'm current, due 12/30, as today's bill states.2) received a termination notice same day, saying I haven't payed my bill and I'm due for shut off on or after 8:00am. However gives no indication of the termination date, my account number is listed wrong, my address has an extra "0" in front of the street address, and even when I call the automated system for my payment history it shows that I'm current, and not due until 12/30. 3) I come home at 5:00pm, get my mail, see the notice and then have absolutely nobody to call or resolve the issue. Duquesne light lists an emergency number, but that's just so she can contact the police or fire department? Wouldn't I just call 911 if that was the issue? Opposed on going through voice prompts for an emergency as such? Can't talk to a soul after 5:00pm! Rediculous! As that's normally when everybody gets in from work. Now I sit here on a Friday night, fearing that I won't have electric come tomorrow or Monday morning.Desired Settlement: O

Business

Response:

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

Review: I am writing on behalf of my 91 year old mother-in-law. On Nov 17, 2014 we enrolled her into [redacted] Energy as her electric supplier via the internet & have printed proof. Her latest light bill shows her supplier as [redacted]. I contacted [redacted] Energy and they stated that Duquesne Light rejected our enrollment due to her being locked into another ESP. No one else in the family signed her up for any other service. Further, Duquesne Light said to call [redacted] @ ###-###-#### concerning supplier questions & their response was that Duquesne Light switched the suppliers. This is ridiculous that these businesses are blaming each other.Desired Settlement: I would like Duquesne Light to lift the enrollment ban against [redacted] & allow my mother-in-law to choose her energy supplier as required by www.PAPowerSwitch.com.

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 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

Consumer

Response:

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.

Review: My fianc and I had our power shut off and customer service has been nothing short of rude, unprofessional, and spiteful. It's almost 85 degrees which would be a health issue in itself but I am 8 months pregnant and no one can offer us a glimpse of hope as to when we will be getting power back. They had no problem promptly charging us $260 but still not one customer service representative, nor their supervisors have been professional or courteous. They "threatened" to disconnect the calls on multiple occasions. I am shocked that this company acquires new business considering how it is summer, and they promised me 1-3 days and told my fianc 3-5 days which is a health hazard to myself and my baby, and an OUTRAGEOUSLY long time to have to suffer. I have never dealt with such an unprofessional company. We paid, and have received zero help or service.Desired Settlement: We just need our power turned on and to never have to deal with another person in that disgraceful company again.

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.

Review: In early August of 2013 I moved to my new apartment and asked Duquesne Light to transfer my electrical service. Because my last apartment was older and not energy efficient I had an outstanding balance when I moved. I continued to pay that bill, assuming that my usage at my new apartment was being added to the existing bill. The only bill I ever received at my new address was for the same account I've had for the past three years. Never did I receive notification of a new account. On October 5th I arrived home to find that my electric service had been shut off. I tried to call Duquesne Light to find out why, but they were closed and would not reopen for three days due to the weekend. I examined the shut off notice and discovered that not only had Duquesne Light created a new account for me, but they had added leading zeros to my address (which the postal service claimed would cause my mail to be undeliverable). When I called, the automated system said I now owed 430 dollars because I had an unpaid balance, security deposit of $70 and reconnect fee of $50. After a weekend with no electricity and having to throw away an entire refrigerator of groceries, I called Duquesne Light first thing Monday morning expecting a resolution. I was told that I would now have to pay 565 dollars (apparently there was a new bill, which I also never received) and that I would have to wait two more days for service to be reconnected. When I asked why I have to pay another security deposit on a new account the woman said it was the policy. Then she stated I never had to pay a security deposit, but charged me anywayWhen I explained that my address was listed incorrectly I was told it was the post office's responsibility to get the bill to me. I was also told the company made two attempts to call me, which they did not. Finally, after reluctantly paying Duquesne Light $565 to have my power restored the woman on the phone asked if I was satisfied. I replied that I wasn't and she laughed and hung up.Desired Settlement: I want to have the $70 security deposit, $50 reconnect fee and my groceries reimbursed.

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 complaint by Mr. [redacted] regarding his electric service at [redacted], the Company reached out to Mr. [redacted] and was able to settle this matter with him. The Company deems this matter closed. However, the Company reserves its rights to respond to all of the claims raised by Mr [redacted] in his complaint at a later date if this complaint does not get dismissed by your office.

Thus, based on the foregoing, Duquesne Light Company considers the matter closed and respectfully requests that this complaint be dismissed.

Sincerely,

[redacted]

Paralegal

Review: Greetings! I had an acct [redacted] with Duquesne light from 8/1/2014 to 8/5/2015. I have 2 complaints against them, do please help resolve them and get me back my refund. Thanks so much for your assistance.

1. As our account with them was not reflecting my first payment we ended up paying $2,307.65 in March 2015 to clear up my account . This was double of what we owed. I closed my account on 5th August 2015. I called them again 2 times to send me the outstanding balance of around $540. They said it will take around 6 weeks to process . But now it is more than 12 weeks since I closed my account and I am yet to receive my refund. Am wondering even if I call them again whether I will receive my credit unless you intervene. Thank you.

2. Also the bills for a few months for small 400 sq feet unit was extremely high for a few months. I just used area heater just for around 10 to 15 days and no more. I asked them to look into the causes of why my bill is so high but they just said , all is well and they cannot do anything about it. Below are my bill details.

Even if they are not solving issue 2 above, do please intervene and get me the credit balance with interest with interest due to me due to the inordinate delay in processing the balance due to me.

2014 Nov 7 $224.74

2014 Dec 7 $246.10

2015 Jan 7 $160.77

2015 Feb 5 $332.10

2015 Mar 8 $380.23

2015 Apr 7 $249.92

2015 May 6 $82.41

2015 Jun 7 $32.60

2015 July 8 $27.54Desired Settlement: I at least need the outstanding credit balance in my account with interest from the day I asked for closing it.

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 with respect

to the above referenced complaint. The Company reached out to complainant

about the 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, Marie T[redacted] Marie E. T[redacted], Supervisor Regulatory Consumer Relations

Review: This company is very very difficult to have business with. Tried to start new service for single family house at [redacted] for 18th day now. No result. On hold with 3rd representative for 40 min. now.Desired Settlement: They have to change they practice. I lost rent and want reimbursement.

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 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

Review: My service was shut off on 7/15/14 at 2:44 pm. It was not restored until 7/16/14 at 3:00 pm.That is over 24 hours. I called and paid my bill on 7/15/14 at 10:00 am on the 15th! The only bill I received stated that the amount due was NOT due until 7/21/14.Whatever, I could not get through to "report" the payment, it was shutoff. I made the payment EARLY!!!I am now cleaning out the refrigerator and freezer to remove all of the thawed and ruined groceries.It is not my fault that the customer service department did not answer my call on the only time that I was able to try and get through.Then to find out that the company will not perform a same day restoration, even though the payment was made on time!I would like to see this company change their policy on same day restorations, and speed up their internal posting of payments to avoid shut offs!Desired Settlement: $300.00 to cover the lost groceries.

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.

Mr. [redacted] states that he made his payment on 7/15/14 at 10:00 a.m. on the same morning his electric service was terminated and could not get through to report his payment. Mr. [redacted] also states that his bill was not due until 7/21/14.

In response, we acknowledge that Mr. [redacted] received a bill dated 6/27/14 for his entire account balance due 7/21/14. Mr. [redacted] is provided a monthly bill showing the current charges, payments applied, due date, and any unpaid balance that may remain. Although, prior to the 6/27/14 bill being sent, Mr. [redacted]’s account was already in the termination process for the delinquent portion of the account balance. The Company abides by PUC regulations regarding the notifications that are required prior to termination of service, and the Company followed regulations and provided notification required for the delinquent portion of the account balance.

Electric service was already scheduled for termination on 7/15/14 when Mr. [redacted] made his payment with a payment agency on 7/15/14 and we have no record that he attempted to contact us to verify the payment.

Finally, Mr. [redacted] requests that we change our policy on not restoring electric service the same day. In response, the Company abides by PUC regulations regarding restoration of service and followed regulation in restoring Mr. [redacted]’s electric service on 7/16/14, which was the next day.

In conclusion, the Company believes the account was properly handled and respectfully requests that this complaint be dismissed.

Sincerely,

Marie E. Tamilia

Supervisor