Duquesne Light Company

Review: I had sent a payment to the electric company, I received a notice they were going to shut off the service and it would cost me an additional $200-$250 to have it turned on again. because the bills were being sent to the wrong address. The customer service rep changed the address and I asked if I sent another check in that day if it would stop the cancellation, she informed me yes so I sent another check $427. I received billing after that with the overpayment on the bill and they just kept reducing the account balance. I sold the home 1/28/16. I have called 4 times asking for my refund which is now about $275 I have been told 1-2 weeks and now was told 1-2 months. Its been 7 weeks and now they asked me where I would want the refund mailed to and I stated the same place the bills have been sent and they needed an address. I was threatened with penalties and additional charges because they had not recorded the correct billing address , yet they keep telling me they do not know when I will get a refund as there is nobody I can talk to in the refund department. The idea that after an account has been closed for almost 2 months and they can not reimburse me for the over payment that was a result of their billing errors and will not settle with me as a result of their threats when I have a great credit score and do not need them threatening me is totally wrong. I want my money back, they keep telling me on the phone I will receive a refund, someday.Desired Settlement: I want my refund, their practices are in question, how can they hold my money for no reason and threaten a client because of their own mistakes. If they can charge late fees and additional expenses then I should get them too.

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 have been a customer of Duquesne Light since August of 2015. I have had nothing but problems with this company.

When we first moved into our rental house, we were supposed to have electric set up. For whatever reason, something happened and we didn't even get it turned on until two weeks after we'd moved in. The bills are usually really high for what we typically use in a day, so we decided to try the budget plan. I just got the bill, and it is HIGHER on the BUDGET than our regular bill! Like THIRTY dollars higher!

This is the only company I've worked with where the budget is higher than the usual bill. But it doesn't surprise me since this seems to be how the company works!

My KwH have also seem to have gone up significantly with 'actual' readings; this 'budget' bill has at least 100 extra KwH tacked on when my previous bills have never really changed. Seems fishy to me.

Customer service, especially on chat, are seriously condescending, I've saved conversations where I ask simple questions and get snarky answers; it's ridiculous.

This is the first company I've ever had to write a Revdex.com about.Desired Settlement: I'd like the actual budget plan applied. Usually when one applies for a budget, it's not more expensive than the regualr amount charged.

Review: After Revdex.com assisted us in the fall with an issue regarding Duquesne Light giving us a hard time (what a nightmare!!!) with getting the electric transferred into our names for a house we purchased we recently received a letter from Duquesne Light stating an error on their part caused us to not be billed for several months and we received 4 separate bills with this letter and an apology. This would all be fine if these bills were not all estimates! Mistakes are humane nature but Duquesne Light wants close to $700 for electricity in a vacant house and has not done an actual meter reading to justify these bills and the meter is outside the residence and very easy to get to.Desired Settlement: We just want an actual meter reading and a fair bill which we will gladly pay. A phone call from a supervisor confirming this matter has been resolved would also be greatly appreciated. Optional outcome would be an audit of the company to determine why an individual has to resort to the Revdex.com to get electric in their name with no credit issue or other complication and to get an actual meter reading and fair bill.

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: I live alone in a five room house and for months have been receiving monthly bills in the $600 - $1000+. range. Since June 24, between doctors appointments and tests, I have put in no less than 12 hours of my time trying to reach them, in fact maybe closer to 20. I get no return calls, the automated message will repeat itself for hours, and at one point I finally got thru to an "answering service" that takes media calls only, so they refused to take a message from me. mY EMAIL TO THEM HAS GONE UNANSWERED ALSO. My daily blood pressure has increased since dealing with Duquesne Light over the past several months, and I have literally been brought to tears over billing issues that I was told last month were resolved, but are not. I tried to remove them from automatic payment at PNC, but PNC tells me I must do that through Duquesne Light ... BUT I CAN'T REACH DUQUESNE LIGHT. THEIR HOLD TIME HAS BEEN AT LEAST 1 HOUR AND 18 MINUTES, AND AS MUCH AS MORE THAN FOUR HOURS. ABSOLUTELY RIDICULOUS AND INEXCUSEABLE.Desired Settlement: I would not only like this matter to be resolved COMPLETELY AND FINALLY RESOLVED, but I sincerely believe I should be compensated for the TIME I have lost, which they can nver give me back. I sincerely believe some form of a credit should be made to my account. WITH THE MULTIPLE HEALTH ISSUES I HAVE, AND THE SURGERY AND MEDICAL TREATMENT I AM FACING, THERE IS NO WAY THEY CAN POSSIBLY COMPENSATE ME FOR THE ADDITIONAL STRESS THEY HAVE CAUSED.I APPRECIATE YOUR HELP!

Business

Response:

July 31, 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 the following information to provide to you with respect to the above referenced complaint. In response to this complaint, our records indicate that a Customer Care Supervisor reached out to customer on July 29, 2015 and explained what transpired on the previous bills and that appropriate action has been taken to correct the account. Customer stated she was satisfied.On August 3, 2015, I spoke with customer who stated she was waiting for her next bill to confirm that the issue is completely resolved. In conclusion, Duquesne Light Company has taken appropriate steps to correct customer’s account and we respectfully request that this complaint be dismissed. Sincerely,/s/ Marie [redacted]Marie [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 received a ten day shot off notice in the mail. I called Duquesne Light to go over the bill. The bill was still under my deceased father's name so in order for me to resolve this issue I had to put the bill in my name and they transfer the account balance to my name. I told the operator that I was going to make a payment of 260.00$ but the only bill statement I had was in my dad's name. She told me that would be ok that any payment received would transfer to my account . I got a statement in my name and I made another payment of 150.00 $ now my total payments of 410.00$ on September 22 2014 two weeks later they turned off my electricity witch I had paid. I called Duquesne Light and was asking about my payments witch she told me I only made one of 150.00$ then I asked about the 260.00 $ payment and asked to look in my father's account witch was in his account and they never transferred to my account. the operator transferred it to my account and that they would put back on my electric the next day and I would half to pay a 50.00 $ reconnection fee and it was my fault that I put the money in the wrong account. I asked to talk to here supervisor because they should have never shut my electricity off in the first place because I made the payments and why should I half to pay an extra 50.00$ to reconnect ? So I was in the dark last night and all my food went bad. the supervisor called me today September 23 2014 she was rude and not wanting to work with a paying customer for 23 years . She also told me it was all my fault that I put the money in my fathers account and that they would never had told me to do that. I think they should not make me pay for there mistake and all my food that is spoiled.Desired Settlement: Not to pay any reconnection fee credit on my account and pay for my spoiled food.

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: Upon moving to a new area outside of Pittsburgh, I had to switch my electric company as Duquesne Light was not offered at my forwarding address. For over a year, I was paying "budget" plan for Duquesne light invoices. However, upon receiving my last bill, I was billed for the "actual" amount. As I have had this service for over a year the budget plan did still apply. Unfortunately, I have been working out of town/country and cannot be reached via telephone so I have contacted Duquesne Light via e-mail and asked to be e-mailed back 4 times over the past 2 months to no avail. In not responding to any of my questions about the "high billing inquiry", Duquesne Light turned in this past invoice to a collection agency putting this on my credit score. It is not that I will not pay my bill, I am wanting a response before I do. If you do not respond on your end, I do not feel this is ethical to turn into a collection agency when I am trying to do what is right on my part to finalize and understand this final bill.Desired Settlement: I would like an explanation/response to my 4 e-mails to Duquesne Light on my final billing inquiry via e-mail. If Duquesne Light does not like to answer via e-mail they should not have that option on their website. This is very troubling and now disappointing that they would treat valued customers this way without even a resolution or respectful response.

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.

According to the Company’s records, electric service to the account in question ([redacted]) was cancelled by Mr. [redacted] in February of 2013. Mr. [redacted] was not on a budget plan but paid the budgeted amount that was set forth on his January 2013 bill after service had already been cancelled at the above referenced address. Mr. [redacted] was sent a final bill and as a customer is required to pay a final bill in full upon cancellation of service. Finally, the Company has tried to respond to the “high-bill” inquiry made by the customer, but has been unsuccessful.

In a good faith effort to try to resolve Mr. [redacted]’s questions, the Company again emailed Mr. [redacted] on July 12, 2013 and July 24, 2013, asking him to contact the Company by either email or phone to discuss his outstanding balance. No response has been received from Mr. [redacted] to date.

Upon cancellation of service and issuance of a final bill, a customer is required to pay the entire amount. Mr. [redacted] has not paid his final bill and has not responded to the Company’s attempts to contact him. The Company respectfully requests that this complaint be dismissed.

Sincerely,

[redacted]

Paralegal

Review: My wife and I recently purchased a second home next to hours and have tried unsuccessfully for two months to get the electric transferred into our name and the previous owners are still being billed. We even sent our application certified mail and have tried calling Duquesne Light several times and cannot get an actual human being or get transferred and given the run around.Desired Settlement: We just want contact from a human being. Transferring electric and asking to be billed should not be this hard and cause us extreme stress. This is the worst customer service I have ever experienced.

Business

Response:

Dear Mr. [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 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 ** T[redacted], Supervisor Regulatory Consumer Relations

Review: Hello, I am a new customer to duquesne light. I just moved and the lights were on when I arrived I attempted to put the service in my name when I call it required a 425.00 deposit the rep stated I could request CAP to waive the deposit because I stated I could not afford to pay this. I schedule an appointment Friday 08/16/2013 an 9am. I call and made Duquesne aware of my appontment. Behold when I arrive from work a shut off notice for Fridays date at 9 am due to I did not change the sevice into my name. I call Duquesne light yo make them aware that I do have appointment and at that time this will be in my name. I ask if the coud just change the time that the schedule shut off was due. The rep was not conpassinate to my needs as me was I satified with my call I stated no she stated well pay and it will not get shut off. I am highly upset it took a finacial hardship on me from moving and then I get this rude tratment. Duquesne light need to value there customers a little more if there was a differant company I could change to I would. This is the problem they know as the customer we have no choice but to take the abuse and and tollerance from this company.Desired Settlement: I would like Duquesne to move the shut off tim until Monday that way they will recieve notification from CAP my deposit is waived.

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] filed a complaint with the Revdex.com regarding the security deposit required to establish a new electric service account with the Company and he requested that electric service not be shut off until he had spoken to representatives of the Customer Assistance Program (CAP).

On August 16, 2013, the Company was able to confirm that Mr. [redacted] visited our CAP office and verified that he is eligible for this program. The service at the premise was never shut off and upon further review of this matter the Company has waived the required security deposit and established electric service in Mr. [redacted]’ name, effective August 1, 2013.

The Company believes this matter is settled and, therefore, respectfully requests that this complaint be dismissed.

Sincerely,

[redacted]

Paralegal

Review: During renovations needed to move into my home, I lost service. Called DL to let them know I had lost service, they sent a tech out and I was told that the main breaker in the outside meter box had been removed. The DL tech put a "boot" on my meter so that there could be no service restored without having the breaker replaced and inspected by the township. Property manager told me that an electrician working on an adjacent home had removed the breaker, and upon contacting this electrician, he confirmed he removed the breaker and had forgotten to put it back. He replaced it and paid for the required inspection.The new breaker was inspected, the inspection was faxed to DL, and my service was never restored. I called DL to find out why I did not have service and they sent another tech out who told me that the problem was not with the meter and the problem had to be the lines going from the meter to the home. My property manager had another electrician, at the expense of the owner, come and check the lines and he found no issue with the lines and said the problem had to be with the meter. Back and forth I went with DL who would not send out another tech to investigate, even after I had asked them several times if the boot on the meter had been removed. It was getting cold, and I was desperate to move into my home. I was forced to call a new electrician to come and help me. He ultimately found that the boot put in by DL had not been removed, causing the service interruption. He removed it, my power was back on immediately, and I was left with the bill for $150 for a service call. Had the DL techs simply opened the meter box and removed the boot device from inside, I could have avoided calling an electrician and paying him to do what DL was responsible for. DL should have been fully aware that the meter was booted because they put it there. I was informed via letter that DL does not feel they are liable for damages and I will not be reimbursed. Nothing but dissatisfaction since start of service.Desired Settlement: $150 reimbursement or credit on my account. It was Duquesne Light's responsibility to remove the boot on the meter and they refused to do so. I have never been late on a bill or missed a payment. I am a good customer and I should not have to pay for their mistake.

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]

Review: During a storm, a tree fell on and totaled my car, and took out the power lines to my home. As the tree removal service removed the tree, I picked up a rental car from [redacted]. After I returned home and the tree had been removed, Duquesne Light came to repair the power line. During this period of time, Duquesne Light hit my rental car: the damage occurred to my rental car when no other individuals, companies or vehicles were in the area. They did not leave a note on my car, or ring my doorbell, thus it was a hit-and-run. I've reported this to the police, and submitted a claim to Duquesne Light. Duquesne Light said they would respond to the claim within 7 days. Its been 4 weeks. I've left several messages and sent an email, and they have not responded.Desired Settlement: Duquesne Light will cover the cost of the repair to the rental car.

Business

Response:

August 31, 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, we have reviewed the customer’s complaint and communicated with the customer. Duquesne Light Company has investigated the customer’s damage claim and found that none of Duquesne Light Company vehicles damaged the customer’s rental car.Duquesne Light Company respectfully requests that this complaint be dismissed as our investigation did not find that any of its vehicles caused the damage to the customer’s rental car.Sincerely,/s/ Marie [redacted]Marie [redacted]SupervisorRegulatory Consumer Relations

Consumer

Response:

Review: I have been on a budget plan since I had first signed up with this company. Last month the company took me off the budget plan without my request. Now I am to pay the balance in full. I cannot afford to do this in one lump sum, which is why I had originally been on a budget plan. I have made several attempts to contact the company to rectify the situation and have been ignored. The phone number provided, when not ringing busy has a 3 hour hold time, and they have yet to give me a representative that I can speak with. I have also tried to email them about this issue. I have yet to hear a response back from them. I have tried to contact them as soon as I received my last bill and have been unable to do so. Soon it will be the bill due date and I have yet to speak to or even receive an automated response directed at my inquiry. This is extremely unprofessional and frustrating.Desired Settlement: I would like to be placed back on the budget plan as originally agreed upon. I understand and do not argue that my overall bill has increased during the summer months, and will decrease in the winter months due to air conditioning usage. I would prefer to pay the same amount throughout the year as originally agreed upon.

Business

Response:

August 4, 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 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,/s/ [redacted]Marie [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. However, they did not reach out to me until after I had finally gotten in contact with someone on my own.

Unable to contact a human being in this company. The nearest I got on 3 attempts was "please call back later".

Wake up PUC this is unacceptable

Review: Duquesne Light calls and leaves a message on my answering machine on a Saturday telling me that they will be coming around to put a new meter on my house. They leave a call back number if I have concerns. The offices are closed on the weekend so there is no way to voice your concerns. First thing Monday morning they come by when I am not at home and slap a “smart meter” on my house without my permission and put my house and my pet birds in danger. The “smart meter” they slapped on my house is a dangerous piece of equipment and they are well aware of the dangers and they just don’t care. “Smart meters” emit EMF radiation through the whole house 24/7, which I believe killed one of my parrots and is making me and my family sick. I get to live in fear now every day in my own house. Fear that the rest of my parrots are going to die and that I will end up with permanent heart problems or cancer from the radiation be pumped into my house. Unlike a cell phone, microwave oven or cable router you can’t turn off a “smart meter.” I have not been feeling well since they put that meter on my house. Buzzing in my ears, headaches, and heart racing issues, not to mention that I can’t sleep at night for fear that I will wake to flames. “Smart Meters” have caused thousands of fires across the country and the electric companies are covering that up. The electric companies blame it on the customers wiring and that is just a lie. 5,000 “smart meters” blew up in California because of a power surge when someone hit a pole. That would never have happened with the old analog meters. “Smart meters” are an inferior product made of cheap plastic parts and they will only last 5-7 years as opposed to the analog meter that lasts 20-30 years. This fact was revealed at a congressional hearing recently by a Senior Vice President at FirstEnergy Service Company. And “smart meters” are not UL approved. But yet Duquesne Light insists the “smart meters” are safe. “Smart meters” can also be hacked and my personal information can be compromised. Duquesne Light now has the ability to shut off my power any time they feel like it without my permission so that puts me, my family and pets in danger. Duquesne Light has in fact put us in danger just by putting this device on the side of my house. They don’t care that it is making us sick and they don’t care if it burns my house down. This is how Duquesne Light treats their customers.Desired Settlement: The resolution to this problem: I want the “smart meter” removed from my house and the old analog meter put back in its place. The analog meter was a safe and reliable piece of equipment and I as the homeowner should have the right to have a safe device on my home not an unsafe piece of equipment that is causing us harm.

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 investigated the matter. Duquesne Light Company recently began

upgrading customer meters as part of a required system upgrade. The customer requested that her recently installed

advanced meter be removed. However, a

Duquesne Light Company representative explained to the customer that the new

meter was installed as part of a directive from the Pennsylvania Public Utility

Commission and Act 129 which mandate the installation of advanced meters. Thus, the customer’s advanced meter cannot be

removed as it is required by the Pennsylvania Public Utility Commission.Duquesne Light Company respectfully requests that this

complaint be dismissed as the Company does not have the ability to remove the advanced

meter since it was a Commission ordered mandatory upgrade.Sincerely, Marie E. T[redacted] Supervisor Regulatory Consumer Relations

Review: My fiancée and I were scheduled to have electricity turned on on September 4th. At this date, we'd moved into our new house and it wasn't on. Fast forward to a WEEK later, and they tell me my ID wasn't visible on the fax. Well, they don't have a walk in office (wonder why) so I can't show it to them anyways. So I fax my info again. We contacted again on the 8th, and it was still dark. So, my information was emailed this time and accepted. We were on the phone with a representative on the 9th, who said that it was and it was GUARANTEED that our electric would be turned on on Thursday the 10th (today). Guess what? It's still NOT on! They also notified us that $50 would be added to the first bill to turn the power on! NEVER heard of this having been with PennPower. They should waive this for all the headache this has caused! We have contacted the company at least 5 times through phone calls and chats!

This is two weeks in a new place that we don't have any lights at all!

Their customer service keeps hanging up on us, and they continue to not deliver! I'm sure that if one of their people didn't have electric, they'd be right on that!

We need our power to live!Desired Settlement: We would like our power to be finally turned on after TWO weeks and have the fee to have th electric turned on waived for this major inconvenience. I mean, this is a major problem.

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 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 E. T[redacted]Marie E. T[redacted]SupervisorRegulatory Consumer Relations

Review: My sons are under the influence and one was sent home today due to a fever. When I got home,my electricity was shut off for 239 dollars without a notice. Instead we receive a bill that is due on the 6th of November. Now my house is cold. They charge 50 dollars to reconnect and 2 dollars to pay on the phone for a bill that is due tomorrow. I truly believe the company is selfish and is attempting to steal money from people. I believe they owe me for the turn on fee and I hope my children do not get sicker because we will not have heat tonight.Desired Settlement: The company will need to pay me back for the turn on charges and if my children got sicker and I have to go to the er tomorrow they should be responsible because they shut my service for 239 dollars bill that is due tomorrow November 6th. And I did not receive a notice from them.

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

Supervisor, Regulatory Consumer Relations

Review: Duquesne Light turned off my electric service on 7-7-15 even though I paid my bill. According to the company I was shut off because I didn't call in after the payment was made on 6-16-15. After 3 weeks of them having my payment they shut off my service unjustly because I didn't call in and inform them I paid. They then refused to turn my service back on until I paid a reconnect fee as well as a security deposit totaling $158.00. All for a non pay disconnect even though I did pay and they agree the payment is on my account. How can they get away with unjustly turning off someone's service then forcing them to pay fees to get it back on.Desired Settlement: I feel as though I should be refunded the $158 in fees.

Business

Response:

July 27, 2015Dear 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,/s/ Marie [redacted]Marie [redacted]SupervisorRegulatory Consumer Relations

Review: I bought a new home in October 2015 and moved out of my old home but decided to rent it out. Duquesne Light then decided to put this house on a new account. I was unable to access this account online and did not receive billing statements. It is now February and they sent a bill for Oct-Dec and Feb which totals around $800 and is due in March and is subject to a 1.25% late fee if not paid on time. My complaint is that I am handed a bill 4-5 months late and expected to pay it right away. That is not good business.Desired Settlement: I would like to not have to pay a late fee and to be able to make payments to pay this amount off.

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: We cannot afford the budget monthly amount of $505. We had a budget amount of $168 which was more feasible. I would like to continue paying $168.Desired Settlement: Please adjust the monthly payment to $168.

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]

Consumer

Response:

Duquesne light is considering this solved. I do not. They offered no help. Please keep pursuing them until some concrete resolution is presented to me. Something I can work within my senior citizen budget. Thank you. I hope to hear from you soon.

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 again to resolve this matter. Ms. [redacted] is now satisfied. Duquesne Light Company considers this matter resolved.Duquesne Light Company respectfully requests that this complaint be dismissed.Sincerely,Roxanne M[redacted]

Review: I made a mistake and transposed #'s when bill paying online. When I received a shut off notice I promptly paid the bill online and then started the investigation of where the missing money was. This all began August 4th. Duquesne Light has admitted "finding" the money. They have LIED and told me on at least 5 occasions beginning August 21 that the check (over $1,000) was "in the mail". Today I was told the check was being processed and would be mailed shortly. It is unfair that a public company hold all the power. If I owed them money this long penalty and interest would be applied. I want my money.Desired Settlement: I'd like my money in an expedited fashion including penalty and interest.

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

Consumer

Response:

I have spoken with Duquesne Light. They have offered a $25 credit to my utility complaint which will satisfy me and/or the complaint. However, in light of the numerous misstatements I have received regarding this matter until written proof of said credit is received, in my opinion, the matter is not resolved. I explained this in a telephone call to a Duquesne Light representative and they said they understood completely and agreed. As of this time no proof has been provided.

Regards,

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 additional information to provide to you with respect to the above referenced complaint.

The Company reached out to Ms. [redacted] on 9/22/14 about her complaint. Customer agreed that complaint would be settled when she was provided proof of our customer courtesy credit to her account. We then provided email to Ms. [redacted] on 9/22/14 attaching a copy of her most recent bill in addition to a statement of account showing the credit was applied to her account. In the email, Duquesne advised that the Revdex.com would be advised. The email was not returned although we will again send to customer.

Duquesne Light Company considers it closed. Therefore, the Company respectfully requests that this complaint be dismissed.

Sincerely,

Review: This formal complaint is in regard to Account # [redacted]On August 11, 2014, we received an electronic correspondence that a FINAL BILL was generated by Duquesne Light Company (DLCO) for our electric account. Unfortunately, we did not request a final bill or change in service. This prompted us to contact DLCO.During our phone conversation with customer service on August 11, we were advised that a mistake occurred on the utility company's side where a property with a similar address signed up for service which caused a final bill to be generated. DLCO provided us with a new account number (new account number is #[redacted]). This is the third new account number we have been assigned due to billing errors on DLCO's part, not to mention the fact that DLCO did absolutely no due diligence in verifying that we requested a final bill - they have no records of us calling in asking for it. So we can only assume improper account handling.Upon learning that a final bill was generated, the utility company erroneously interfered with our energy supplier contact with[redacted] and cancelled an energy rate upon which we entered into an agreement on back in May of 2014. Because a new account number was assigned to us, DLCO interfered with an existing energy contact for 6.59 cents per unit, which is significantly lower than what DLCO is charging today. While our electric supplier has been nice enough to restart our agreement at the price per energy unit we were paying previously, the change will not take effect until at least one billing cycle.Desired Settlement: We are respectfully requesting a respectable billing adjustment from DLCO towards our account to compensate for the higher rate we will incur due to their interference with a contact due to improper account handling. We also expect a written apology from DLCO for the extreme inconvenience we have been caused, an explanation as to why the issue happened, and what steps they will take to ensure they will not interfere with our account or contract going forward.

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 complainants about their 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

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.