Duquesne Light Company

Review: After my first complaint with Duquesne Light, a costumer relationship manager called to offer a $25 credit on my first bill as their apology. I accepted it. But my first bill came without any of that credit.Desired Settlement: Hope my $25 credit can be correctly applied to my first bill. And since my first bill is less than $25, I hope they can apply any balance of the credit to my next 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.

Consumer

Response:

Last time the customer representative called me and assured that the $25 credit has been applied to my account, and that's why I accepted their solution. But obviously they did not apply the credit at all! The bill they now send me does not anywhere apply the $25 credit. Duquesne Light did not really do what they had promised.

Review: I recently moved from a location that I had utilized the budget plan for payment. When I moved It was required to pay off my 344$ balanc** I paid this balance using a credit card on the duquesne App on 9-29-15. I paid with this method using my credit card becuase I did not have that cash availabl** On 10-9-15 Duquense Light debted 344 from my checking account. I called Duquesne Light on 10-9 to inquire about getting a refund becuase I have now paid 649.32 to Duquesne Light for the month.

The respresentative said I had two options, in which I elected to recieve a refund check in the mail for 344$. The representative said it would take a week. I recieved a bill in the mail on 10-22 and Duquense still had my money in the account. I called duquesne light today, and asked to speak with a supervisor after being told my check would now take 6-8 weeks to reciev**

The supervisor stated it was "not Duquesne Lights" fault that they had taken the money out of my account. the supervisor stated repeatedly it was not Duquesne Lights fault and would not allow me to speak. I would understand if I paid a day before my auto payment however it was more than a week. I now have to pay an overdraft fee from the day it was taken out, the first billing person NEVER submitted my info for a refund. Please listen to the call because it states all calls are recorded and listen to how I was treated.Desired Settlement: I would like my money refunded ASAP and the fee for the payment I made online using the DUQ light app refunded. You have caused me late payments on other bills and an overdraft fee becuase of you taking the large sum of 344$ out of my account.

Business

Response:

Duquesne

Light Company is a utility that is regulated by and subject to the jurisdiction

of the Pennsylvania Public Utility Commission. However, I have 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] Regulatory Consumer Relations

Review: In August 2015 I moved from my residence in which I rented. I was left with astronomical balance even though I made EVERY payment on time. I set up a payment plan of $100 a month. I paid that every month on time until my husbands unemployment in December. I then gave birth to my son inwhich I also now have cut in income because of maternity leave. I have called to try and set up where my payments could restart in March 2016. I was told this is not okay. I understand policy. I have 3 kids. I am going to pay my current electric bill and etc before I pay anything else. I was trying to make things right and this company has no compassion for customers.Desired Settlement: I would like to set up a payment of $100 in March and the remaining balance in April.

Review: I scheduled a payment on my account 11/13/15, the website said there was an error and to try again later. I assumed that it hadn't went through, so I got back online 11/15/15 and tried to schedule it again. On 11/18/15 I noticed that I had been charged twice, meaning the first scheduled payment had went through unbeknownst to me. I should have called and checked, but I assumed the error message meant it hadn't. What happened after that, is I called the same day and explained to a representative what happened. I was told since it already processed that I would need to wait for a refund, but they strongly recommended I just leave the overcharge and let it apply to my next bill. I knew my next bill wouldn't be as high, and given the holidays I wanted the money back ASAP. I was told it may take 3 weeks. On 11/27/15 I emailed to check on the status, a Mary replied and I was told it may take 6-8 weeks. I called and talked to someone named Ed on 12/7/15,he said he couldn't tell me when it would be reissued, but that they only sent checks out every 2&4 Wednesdays of the month. He said there was no way I could expedite it, and that it could take 30 days. I emailed back on 12/9/15 and was told by a Warren that it should be sent out by the end of the month. I emailed back on 12/26/15 and heard back 12/28/15 and someone (no name attached) told me that my refund was processed and that if I haven't received it by now, I should receive it by the end of the month. It is now 1/4/16 and I have not received by refund. To say I have been inconvenienced it an understatement. I have been waiting on this refund for 48 days now. It took them less than a week to process my payment to them.Desired Settlement: I would appreciate my money to be returned to me. This length of time for a refund is incomprehensible, the company needs to reevulate it's entire process.

Review: In October 2015, I received a reading that was more than doubled my normal billing cycle. I reached out to Duquesne Light in December when I noticed my bill was back to normal requesting them to investigate this issue. They try to say Sept billing being low reading was issue for high Oct. reading. However, I have recently found out that numerous neighbors had the same thing happen to them in the months of Oct and Nov. I believe my bill should not have more than tripled. Historical information shows my bill consistently under $100 each month. In addition, my home is a new construction build that was energy efficient certified. There is no reason my bill should have more than tripled for one month. I believe I have a bill error from reading process failure.Desired Settlement: I am requesting thorough investigation into my bill along with a data download of usage. I want an expert to come out and check my meter to ensure no faulty equipment. I am requesting that my bill be adjusted accordingly. Therefore, my bill should not be more than $170 for the one month if it combined Sept with October.

Business

Response:

Please provide a 2 week extension while we investigate this claim. Which alleges that the new construction has tapped into her power line.

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 explained the difference between actual and estimated meter reads to the customer. Duquesne Light Company is also investigating the portion of the customer’s complaint related to neighboring construction. Duquesne Light Company respectfully requests that this complaint be dismissed.

Review: I filed for bankruptcy in July 2014. Duquesne Light said that they sent me a letter, stating I had to make a security deposit for my account. I did nto receive any letter.Last week, I had an issue with a payment I sent in, and was told that I now have a new account number. I didn't know that. Why didn't the person tell me that I had a security deposit due? Today, I come home to a note and no electricity. I am very upset. My account is current, has been, and why on earth did they shut it off???I call and am told that I have to pay this deposit. I tell them that I didn't know that, they say a letter was sent. I say I didn't receive a letter. I don't think it is fair that I have to pay a reconnection fee. I did nothing wrong. I feel this is because I filed bankruptcy. I am a pariah. I am not a low-life I have worked at the same job for 16 years. I work a second job to make ends meet. But I went through a horrible divorce, and I hit rock bottom. I am not a bad person, but there is no empathy or help for someone who DOES pay their bill, only those who cannot.Desired Settlement: I would like my $50 back for the reconnection fee. If I had known that there was a deposit, I would have paid. I paid the gas company. I am sorry, I never filed bankruptcy before and I do not know the ins and outs.

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: On September 2014 I bought an old house on the address specified on my personal information. October 2014 I had a licensed electrician change the residence' old fuse breaker box and meter. First week of January 2015 Duquesne Light, for some reason I have no knowledge of, and without notification, changed this relatively new meter. In the mean time the reading they made following this change was, by far, incorrect. My average monthly consumption of energy is roughly between 450-550 KWh. New meter incorrect billing indicated I was consuming roughly 12,000 KWh. Outrageous! After many calls and a couple of billing cycles, they finally corrected the readings, and this is no longer an issue. Now they have the meter readings right, but the billing is wrong.

Since September 2014 I made two payments, September and October 2014 billing cycles. Then, I decided to sign up for automatic bill drafting. It was not, probably, until February 2015 I noticed about the incorrect meter readings. I call Duquense Light costumer service, and asked them to correct the issue with the readings, and still they never mentioned payments haven't been made against my account with Duquesne Light since the last payment I made on November 2014. Up this point I decided to make no payments until the make the appropriate corrections.

First week of April I receive a billing statement with no corrections on both, meter readings and billing. Because payments haven't been made against my Duquesne Light account since December 2014 I decided to make a payment for what I owed up until March 2015. And March bill was $169.45, I made a payment for $169.00 to encourage Duquense Light to step up and fix this issue, and to avoid service interruptions. This payment should have covered for billing cycles from November 2014 to February 2015 according to the bill statement the sent me on March 2015.

On a futile attempt to fix the billing issue, Duquesne Light billing department decided to erase all charges back until January when the incorrect readings were made, and charge again with corrections made, which is the right thing to do, one would think. So they sent me a bill charging me for billing cycles January, February and March totally disregarding I had payed November 2014 to February 2015 billing cycles on first week of April. I called costumer service and asked to speak with a manager, two weeks later I'm still waiting for them to call back.

Today, May 5, I received a bill for $454.74. According to the billing history I obtained from Duquesne Light web page, not only I'm still being charged twice for the months of January an February, but there's also to charges on April's billing cycle I have no clue what they're about. One is for $124 and the other for $169.00.Desired Settlement: I should not be paying for 89 days(January through March) after meter reading corrections. I payed billing cycles November 2014 to February 2015, therefore I should only be charged for the month of march after meter reading corrections. I need to know what are these two charges of $129 and $169 on the bill I received today May 5 2015.

Business

Response:

May 15, 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 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,[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: If I could zero stars to Duquesne Light I would.I scheduled to have my account cancelled, because I was moving out of the area (INTO ANOTHER STATE). When I first signed up for Duquesne Light my mother put her name on the account because I was only 17. The day I turned 18 I called to have the account transferred into my name. They told me the account was in my name. For over a YEAR I was the one paying the bill on the account. Every check they cashed was in MY NAME. Not my mothers. So when I received the email for the final bill on the account I went to log-in on Duequense website, and it showed I didn't have an account opened! So I call and they tell me they migrated the account and the account number has changed. Well great, so do whatever you have to do to allow me to pay my bill.Well here I am 3 weeks after my initial phone call (and I've made over 10 calls since) to pay my bill! I am trying to pay my bill online but Duquense won't take it! They won't do anything on the account because I am not the account holder! HAHA. Hilarious. This company will only send the bill to the address that had service, not to where I live now. Well too bad that address is 5 hours away from where I live now! The customer service lady told me I should drive to the address then! What an it.So here I am trying to pay my $250 electric bill to Duquesne Light and they won't give me anyway to pay it online. Whatever, I guess they would rather not get paid for their service.Desired Settlement: I want my last bill to either be dropped completely for the company wasting my time or for them to let me pay the bill!

Business

Response:

Re: Revdex.com Complaint of [redacted] (ID No. [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. The Company reached out to complainant about his dispute and the parties were able to resolve the matter.Because this matter has been resolved to the satisfaction of the parties, Duquesne Light Company considers it closed. Therefore, the Company respectfully requests that this complaint be dismissed.Sincerely,/s/ [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: Duquesne light sent a bill every month of $12.95 for the past 6 months. I recently received a bill stating I owed about $804 for electricity usage for the past 6 months as they experienced a problem in their billing. They stated they wanted this amount paid in full by February 8, 2016. I called Duquesne Light and informed them that I could not pay this as I am currently working as a truck driver and have only worked a total 6 days since December 24, 2015.Desired Settlement: As I understand nothing is perfect, I would be willing to pay $300 worth of the $804 they are stating I owe for electricity usage that wasn't billed.

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: A payment was made on the account on October 22, 2015 yet Duquesne Light Company terminated service on November 3, 2015. When told about their mistake, DLC said service would be restored, but wasn't until the next day.Desired Settlement: Credit to account.

Business

Response:

Duquesne

Light Company is a utility that is regulated by and subject to the jurisdiction

of the Pennsylvania Public Utility Commission. However, I have the following information to provide to you with respect

to the above referenced complaint.In response

to this complaint, Duquesne Light Company has reviewed the customer’s complaint

and has attempted to communicate with the customer. A Duquesne Light Company representative was

unable to reach the customer at the phone number provided and left a message

for the customer. The customer has not called

the Duquesne Light representative to resolve the complaint.Duquesne

Light Company respectfully requests that this complaint be dismissed as the

customer has not returned the Company’s communication attempts.Sincerely, Marie T[redacted], Supervisor Regulatory Consumer Relations

Review: I have received terrible customer service from Duquesne Light. Not only are the reps discourteous, but they do not care to help and are practicing unfair credit reporting. I have been calling and trying to set up a payment arrangement with them on an account since I moved, but don't get anyone to call me back. Wednesday I talked to someone and her supervisor was supposed to be calling me back, but I never got that call. I came home Monday to a letter from a collections company for the balance. I have obviously made many attempts to set up an arrangement, and the rep made no mention that it would be going to collections soon. This has now effected my credit score, which is understandably a big problem for me. They have already claimed that a supervisor called me back multiple times, and they did not. I would be happy to provide billing statement details for my phone that show each call in and out, and would prove dates and times I've called and haven't received any returned calls. I think that Duquesne Light should take a look at the service they are giving. I don't think it's fair to speak to someone who is trying to set up an arrangement, tell them they will get a call back, but then submit them to a collections agency without their knowledge.Desired Settlement: I would like the debt pulled back from the collections company, and I would like to speak to the supervisor who was supposed to call me back to set up the payment arrangement.

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 Ms. [redacted] regarding her electric service at [redacted], the Company reached out to Ms. [redacted] and was able to reach a mutually satisfactory resolution to the issues raised in her complaint to the Revdex.com. Since the company was able to resolve this matter with her it deems it closed. However, the Company reserves its rights to respond to all of the claims raised by Ms. [redacted] in her 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: In 2013 Duquesne Light began a project to update their system within my townhome community. They stopped the project shortly after beginning it. They started the project again late summer/early fall 2014. Residents were mailed letters saying updates regarding outages would be posted online, as well as providing a number to call to check the status. The website has NEVER been updated. In fact, if you go to Duquesne Light, [redacted], my development, is not even listed as an area where they are doing upgrades. My fiance was scheduled to work from home one day, and Duquesne Light turned the power off. He had to rush to leave to go somewhere where he could connect to WiFi to do his job. I called Duquesne Light, and was told it was a scheduled outage that day. He was also scheduled to work from home the following day, so I asked if there was an outage scheduled for that day as well, so he could make alternate plans, and I was told there was no outage planned. Sure enough, the next morning, the power was off. I called Duquesne Light and spoke with a supervisor, [redacted]. She looked into the matter and called me back, saying that days outage was not scheduled. In the meantime, my fiance called the update hotline, and the recording said it had been planned. On a Monday, the hotline number did not indicate there would be an outage on Tuesday. I put a whole meal in the crockpot Tuesday morning, only to come home to find it raw, costing me $10 in groceries. My neighbor confirmed that she, too, had called the hotline and there was no indication of an outage scheduled. Now, tomorrow is Veteran's Day, with many people being off of work, and I was just told there will be another outage. I have emailed Duquesne Light about the issues with them not updating the system and not knowing what is going on when I call, and they have failed to respond.Desired Settlement: I would like a credit on my bill for the groceries that were lost the day they turned the power off without updating the telephone system. In addition, I would like them to actually post on their website, as they said they would do, when the outages will occur. Also, I would like the telephone system to be updated timely.

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,

/s/ [redacted]

[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.

Review: I am a customer of Duquesne for over 2 years. I am receiving incorrect bill since the past 4 months. And even after multiple complaints and phone calls to the Utility company they have not corrected my bill. Every time I get a promise that the bill will be fixed in the next billing cycle. On top of that they have been sending collection notices threatening me with service cancellation.

This is complete harassment of a customer by Duquesne Light causing me a lot of grief and trouble.Desired Settlement: they should correct my bill and they should not charge me anything for the last 4 months when they produced incorrect bills and harassed me and my family

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 tried to transfer service into my name after a tenant moved out of my property. My tenant had called to stop service a few weeks prior and it was taken out of his name, but service was never shut off by Duquesne Light. I was told I HAD to take responsibility and pay for the service that had been used since my tenant had the electric taken out of his name even though it was Duquesne Light's fault for not coming out and terminating service as my tenant requested. I then asked for a supervisor to call me back and discuss the situation, I was told that I would receive a call within 24 hours and never received any call.Desired Settlement: I would like to be refunded for the amount of useage in between when my tenant called to stop service and I called to start service.

Business

Response:

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

Supervisor

Regulatory Consumer Relations