Planner? has been working with electrician very closely,? however the request requires or so man hours to perform work requiredpoles to be set, spans of wire,? underground work.? InspectionsetcRegional Manager? has advised contacts? of possible timeline, we? are looking at? completion as soon as possible alsoRequired work is extensiveCustomer has impression calling Revdex.com will expedite, which is not correctWork will be done in timely manner according to safety,? available resources, and inspections.? On ? 9/the customer was asked to put down gravel so our trucks could have access to this remote siteAppox 10/stakes were installed by JCPL and when we returned they were removedCompany asked for mutual cooperation and will work with customer and electrician to expedite safe completion of work required.?
On 03/18/2015, the customer was granted a company payment plan to pay budget billing plus $to pay off a past due bill At that time, the budget billing was $54.00; however, customer's budget amount is based on a month average bill that is reviewed during the 3rd, 6th and 9th month and adjusted(based on usage) as needed An adjustment in customer's monthly amount could be the result of a change in customer's usage or a change in the ratesOnce a year, the customer will receive an anniversary bill This bill will be for the difference between what the customer has paid during the previous months and the actual cost of the energy the customer used for that period The customer is responsible for the current budget charge plus the difference in the actual usage In addition to the budget plus $payment plan The customer is charged a fee for outdoor area lighting The customer has not maintained the payment plan - payments have not been made on time or in full [redacted] Due to non-payment on bills on 4/21/a residential termination notice was issued listing an amount of $and a disconnect date of 5/5/ On 4/26/2016, the customer contacted the company in regard to the termination notice The customer was advised to pay the amount of $to catch up the payment plan and to prevent termination The customer claimed an inability to pay A temporary stay of termination was granted until 05/06/ The customer did request to speak to a Supervisor; however, the customer disconnected the call before a Supervisor was available to take the call [redacted] The customer must satisfy the past due balance and maintain the monthly bills(budget plus $payment plan and outdoor lighting fee) in order to maintain service
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Revdex.com case # [redacted] - [redacted] Shared metering request opened 3/16/for property at [redacted] Customer contacted by meter department a number of times and letter issued regarding scheduling an appointment for proof of shared metering or for the customer to provide proof that he no longer owns property Customer failed to respond to Company therefore service for this property was placed in his name as of last actual meter reading and tenant's balance of $was transferred to the customer new account [redacted] Written utility report issued to the customer on 3/29/advising that due to his failure to comply with the Company's requests to investigate the service at this property was placed in his name, Copy attached On 09/11/customer said no shared metering at property Representative created shared metering notification and left message with the owner [redacted] III to contact meter department to schedule appointment Customer was given until 10/1/to schedule appointment and written utility report issued 09/17/Company representative left a message with meter service telephone to call back to schedule appoint for verification of shared metering 09/20/- customer called and said the shared metering issue at [redacted] does not existRepresentative sent request to meter service department to scheduled appointment with customer He stated that we took his tenant's word for the shared metering at the property but we are now saying that we have to investigate before removing the codingI advised that the service was placed in his name due his non compliance to the Company numerous requests Customer said that the prior tenant, Kara Ramey, called and stated that her uncle was running an extension cord and no shared metering existedAdvised customer shared metering needs to be investigated A hold was placed on his account pending the shared metering appointment and investigation 09/24/- Meter service representative called the customer and left a message regarding shared metering investigation Advised he has until 10/1/to comply with Company's request otherwise the service will remain in his name and coded to reflect shared metering Shared metering representative noted customer was called on 9/11, 9/17, 9/and 9/20/regarding shared metering appointment needed And called by meter services on 09/& 09/24/and owner has not responded According to Company records the customer finally scheduled an appointment for shared metering at [redacted] on 12/19/ Meter representative states no foreign load/shared metering found at this time Meter [redacted] only serves [redacted] Written utility report was issued to the customer on 12/31/advising of this however also advising the customer that due to his failure to comply with the Company's numerous requests he is still responsible for all consumption charges from 3/2/to 12/31/for total of $ Copy of UR included On 1/7/2014, the customer called regarding being held responsible for charges at [redacted] , [redacted] dating back to March of when this service went into his nameI explained that due to the customer not complying with our requests to investigate the report of shared metering at this property he was held responsible for the chargesHe stated that he was never notified that there was an issue at [redacted] , [redacted] Representative advised of numerous contacts via telephone and written utility reports issued Customer did not respond and still insisted that he was not aware of the shared metering issue at this property The customer was provided with all I information in order to file a complaint with the PUC According to the Company's records the account [redacted] was in the customer's name from 3/2/to 4/1/ Final account balance owing from this property was $ Company's procedure regarding final account unpaid balances is to transfer all customer unpaid final account balances to like accounts in the customer's name Company records indicated on 6/29/the above addressed balance of $was transferred to the customer's active account at [redacted] Copy of account statement shows balance transfer Company's final position is that the customer is responsible for the final outstanding balance of $from [redacted] , [redacted]
The Customer was sent a deposit warning letter on 06/01/17.? ? The letter explained a deposit would be billed to the account if payments continued to be received late.? ? The Customer did not make timely payments following the letter and was billed a deposit of $on 08/02/17.9/25/- The customer contacted the company regarding the deposit assessed to the account.? The company representative reviewed the account, billing and payment history and confirmed payments have not been received in full/on time.? On the same day, the customer spoke with a Supervisor, the Supervisor confirmed the deposit request was valid and set up the deposit on a payment plan.? The Company is following regulations reading the assessment of the security deposit.? The deposit? request is valid.? Although the customer? makes? payments, they are not always on time or in? full.? The deposit is on a payment plan.? Payments apply based on the company's? payment settlement guidelines.? ?
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ As a matter of Customer had been on an agreement to pay budget $($Penelec + $Energy Plus) + $Customer got behind on agreement and a termination notice had been issued Customer called 9/16/about a termination notice and a new agreement was negotiated for budget $($Penelec + $Energy Plus) + $Customer reported a higher income than previously which resulted in the increase of agreement amount Documentation does not indicate customer questioned the bill amounts and/or estimatesIt appears the contacts from customer were to the credit department, not customer service As part of the Company's billing process, we read the meter every other monthIf customer wishes to have all actual readings, he is invited to submit his own reading during the months the bill is scheduled to be estimated When a customer's meter is estimated, the usage will adjust out with the next actual meter readingIf a meter is under estimated, it would cause the next actual bill to be higherIf the meter is over estimated, the next actual bill would be lower Customer should contact customer service at [redacted] to go through a high bill inquiry or to discuss the estimation process
Complaint Summary: The customer submitted a complaint because they were denied a rebate for a heat pump that was submitted for the Potomac Edison EmPOWER Maryland HVAC Program 8/30/?" The customer called program call center in to inquire about the rebate application for an HVAC rebate.? The customer was told they could submit the request using the available “online” process.? The customer was not working with an approved program participating contractor that was familiar with program processes and requirements 8/30/?" The customer submitted the rebate request using the “online” application process 9/1/?" The rebate was declined because the equipment installed did not meet the program requirements.? During the application process the program equipment eligibility requirements are displayed.? The minimum efficiency requirements are a SEER rating of equal to or greater than 16, and an EER rating of greater than 13, and the HSPF rating must be equal to or greater than The attached file shows the product rating of the customers equipment.? The SEER, EER, and HSPF ratings do not meet the program requirements ? 9/1/?" A rebate declined email communication was sent to customer 9/1/?" The customer called the program call center and it was explained that the unit installed did not meet program requirementsThe EER rating is for the customers unit and needs to be greater than or equal to (The Invoice and AHRI certificate is attached.) ? ? The EER rating was reviewed first and that is what was listed in the notes for the applicationThe unit was declined as an “ineligible unit” 9/18/?" The customer called back and stated that the website did not show a decline reason and wanted to make certain that all requirements were met.? The customer wanted to check if all requirements were met and would call back and possibly resubmit the application 9/26/?" The customer called the program call center and provided the equipment model numbersThe unit did not qualify based on program requirements 10/9/?" The customer called the program call center and it was communicated again that the unit did not qualify based on program requirements.? A rebate processing supervisor placed a return call to the customer and was not able to reach the customer ? Resolution: The equipment installed by the customers contractor does not meet program requirementsThe contractor is not a participating contractor.? An HVAC Program Manager reached out and communicated the program requirements to the contractor for future reference
Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ Mr [redacted] had service in his name at [redacted] 9/8/- 6/17/Ohio Edison records do not reflect a request made my Mr [redacted] to cancel serviceService was disconnected for non-payment 6/17/Final bill was mailed 6/22/The only contact from Mr [redacted] on the account was 9/11/14, at which time he contacted Ohio Edison to confirm the service at [redacted] , as well as 214, and [redacted] were connected and in his nameThe final account balance was $1,029.23, which was transferred to Mr***'s account at [redacted] In addition, Mr [redacted] had service in his name at [redacted] 9/3/- 5/4/Ohio Edison records do not reflect a request made my Mr [redacted] to cancel serviceService was taken out of his name, after his tenant contacted Ohio Edison and applied for service in their nameFinal bill was mailed 5/29/The only contact from Mr [redacted] on this account was also 9/11/The final account balance was $51.68, which was transferred to Mr***'s account at [redacted] The amount due on Mr***'s account at [redacted] is $1040.87, which is past dueThe 9/3/billing statement included a disconnect notice in the amount of $1,due 9/17/Payment of $was received, reducing disconnect balance to $Payment of $required to guarantee service or customer can contacted Ohio Edison for payment arrangements
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Company records reflect the customer supplied a reading of on 12/7/via the Company's website which was automatically added to the customers meter reading records The next meter reading was scheduled for 1/4/and to be an actual meter reading however the meter reader was unable to obtain a reading of the meter and the current bill was estimated based on the customer's supplied meter reading from 12/7/ On 1/6/2016, the customer contacted the Company regarding her current bill for $1,from 11/25/to 12/28/based on an estimated meter reading of 29, Representative reviewed the Company records and advised the customer the current bill was estimated due to a no access issue "no clear path to meter" The representative asked if the customer could obtain a reading of the meter and the customer declined and said the meter reading was over estimated The representative reversed and rebilled the bill in question based on last month's daily consumption of kwh however it appears she encountered a problem regarding the rebilling and advised the customer that she could just pay what she felt she owed for this time period Customer declined that offer The representative discussed the rebilling with her supervisor and was advised to release the account for rebilling and she advised the customer she would be receiving a new bill with a new due date Representative offered all aspects of a billing investigation including a CBA, meter test, energy saving brochures however the customer indicated she was satisfied with the rebilling of her account According to the Company records the rebilling resulted in a larger bill which appears to be caused by a meter wrap issue Rebill was based on reading of 18, 1/8/- Upon review of this customer's account and the incorrect rebilling that was completed I created a check read order to obtain a reading of the customer's meter and also contacted the customer accounting department regarding the rebilling of this customer's account and suggested that the customer's account be rebilled based on prior month usage if meter services is unable to obtain a reading of the meter due to the above addressed access issue 1/11/- Received response from customer accounting representative the customer's read provided was corrected which caused the large bill and advised the new invoice will process once the supplier charges are received 1/12/2016, customer's account was rebilled from 10/27/to 12/28/(bills) for $and $which resulted in a credit balance on the customer's account of $110.56, see attached billing statement As stated above, the customer's account has been corrected on 1/12/and she currently has a credit balance on her account The company does apologize for any inconvenience that the estimated bill and incorrect rebilling caused the customer however the original estimated bill was based on the customer's reading that was provided via the Company's website on 12/7/when the Company was unable to obtain an actual meter reading due to the access issue Request dismissal Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) the only thing I do not eccept is that for the past years I have been at this home there has never been a problem with someone reading my meter!!!! nothing is in front of my metter and you can see my meter from the streetThe reading that I gave online I called West Penn power and spoke to someone and asked them to disregard my reading fbecause I felt that I did not know how to read the meter and I felt it was not correctIt NEVER stated on my bill that there was no clear path to my meter!!! I am very disapointed that I have had to contact the PUC and Revdex.com on this matterhow many poeople to they do this to? If I was on automadtic bill bay I would have NO MONEY in my account!!! and yes they offerd for me to read my meter, but that is NOT my job! like I said my meter is NOT ubstructed in any way EVER!! and also they NEVER have let me speak with a superviserThe first thing TALISHA said to me was "if you cant pay your bill we can put you on a payment plan"thats not helping anyone when my bill was $when it really should have only been $and she chose not to help me and fix their mistake untill I contacted the PUC and the Revdex.com!!!
Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Ms [redacted] was assessed a deposit in the amount of $due to late payment history during the past monthsThe deposit is based on 130% projected usage, based on customer's consumption The account is not eligible for a waiver of the deposit In regards to the November payment of $110, Ms [redacted] faxed proof of payment to Ohio Edison (OE) 11/13/ OE investigated and determined customer had noted the wrong account number on the check The payment of $was located and credited to her account 11/13/ The payment was reflected as a miscellaneous credit on her 11/20/billing A copy of the bill is attached In regards to customer's consumption, Ms [redacted] has received both estimated and actual readingsDuring the past months, Ms [redacted] was issued (6) actual readings and (6) estimated readings Ms [redacted] 's requested her meter be tested OH exchanged the meter 12/29/and sent to the test lab The meter was tested 1/4/and tested at 99.79% Ms [redacted] was previously enrolled in Ohio's PIPP Plus program, however was removed for failure to recertify Total account balance is $1, Customer is currently on payment plan of current bill plus $ The amount due at this time is $1,461.28, which is past due Customer has pending disconnect notice in the amount of $that was due by 1/6/ OE will not change names on the account to avoid payment
Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ The account is coded to refund the amount of $The refund payment is scheduled to go out/be issued on 11/5/
Initial Business Response / [redacted] (1000, 5, 2016/05/19) */ 05/04/- customer contacted the company concerning a payment in the amount of $submitted on 04/28/ The company advised that the payment was returned on 05/02/ Customer questioned why the funds did not come out of the account instantly? Company advised that it can take one to three days for the funds to come out of the customer's account Customer was advised that a payment of $would need to be made in cash or credit card to remove the threat of disconnection Customer requested additional time to make the payment Company advised that additional time is not available Customer was advised that due to returned payments, the option to pay by check online will not be available The customer ended the call The payment of $posted to the account on 06/06/clearing the returned payment The company does request payments from the customer be made with cash or credit/debit card A waiver for the returned payment fee is not available
A summary of the events that took place on November 2, 2017: Company records show a report of no lights at 4:PM Ohio Edison had a fuse outage with an animal contact at pole 52- Estimated restoration time was set at 8:PM All customers were restored at 8:PM Line Manager tried to contact this customer on Friday, December 1, and Monday, December by phone and also stopped at his residence Customer did not return calls and was not at home or did not answer the door
The debt is from [redacted] in the same name as on this inquiryI sent an email with all information needed to pursue this sold debtThe debtor is Orion Portfolio LLc [redacted] ***JCPL does not hold this debt at this time, and it is past the statute of limitations for collectionsI attempted to leave a voice message on the phone provided but the person said wrong number
There is not a company record that the customer was advised to pay us.? The customer paid $each month to the company instead of the collection agency in the following months: (March, April, May, June, July, august, September, October and November) and in (January, February, March, April and May).? Customer was advised 03/02/that a payment arrangement was not available since account was finalEach time the customer makes a payment to the company instead of the collection agency the money has to be withdrawn from the agency to apply the payment and then resent back to the agency.? Depending on when the customer contacts the agency, it will show the account as closed due to this.? The customer should contact the collection agency to make all paymentsThe only time a payment should be made to our company is if the customer is opening a new account with usAs of 07/22/the balance was sent back to the collection agency againThe customer should contact them and see if they offer a payment arrangement and make all future payments to the collection agency
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ On 7/29/2015, the customer called to place service into her nameHer request was processed and the account was placed into her name as of 5/13/per her requestShe was advised that she can call for payment arrangements, if needed, once she receives her bill On 8/12/2015, the customer called because she felt she was being double billedShe was advised that the account was placed into her name as of 5/13/per her request On 9/14/2015, the customer emailed the CompanyShe said we first transferred service into her name before she moved into her apartment on 5/12/She said she was given an account number and a confirmation numberShe then said three months into the summer, she noticed she has not received a bill yetShe called and was advised that her account number and confirmation number did not existService was then placed into her name as of 5/13/She said that the Company has been charging her landlord and has been taking the payments out of their account automaticallyTo settle this, she paid the landlordThe following week she received a bill for the amount of money that her landlord already paidThe customer is upset that she has been receiving late feesShe feels this is not late, as the landlord has already paid thisThe Company responded by advising the customer that she called us in July to place service into her name as of 5/13/This request was processed and the account was billed in her name from 5/13/forwardAny bills charged to the landlord during this time period were reversed and any payments made by the landlord for this time period were refunded to themShe is responsible for the billed usage from 5/13/forward, as she requested to be billed like thisThe late fee of $was applied to the account, as the Company did not receive the payment that was due on 8/14/ On 9/16/2015, the customer emailed the Company stating the bill was paid by the landlordShe said we sent the bill to two different places, and feels we double billed herThe Company responded by advising the customer to speak with her landlord about this regarding compensation On 10/18/2015, the customer paid $via check on our website On 10/24/2015, the payment of $was returned by the customer's bank due to "account not found"A return check letter was sent to the customer On 10/26/2015, the customer emailed the Company regarding the $paymentThe Company responded by advising the customer that the payment was returned by the bank due to "account not found"The customer was advised to contact her bank to verify her routing number and bank account numberThe amount due is $131.55, which includes the unpaid amount of $ Company Company records do not show that the customer called prior to 7/29/to request service be placed into her nameOn 7/29/2015, Company placed service into the customer's name as of 5/13/2015, per her requestBy back-dating the modate to 5/13/2015, this reversed any bills that were charged to the landlord as of 5/13/and any payments made by the landlord for these bills were refunded to themThe customer received bills from 5/13/forward and is responsible to pay the Company these billsThe customer should speak with her landlord regarding reimbursement if she paid the Company and also the landlord for the usage from 5/13/forwardThe customer received late fees due to not paying the bills on timeThe Company has reversed the late fees totaling $ The amount of $was for the bill from 8/25/to 9/24/The customer made a payment for $via an online check on the Company's website, but it was returned by the bank due to "account not found", making this amount still dueThe customer has since made the payment and currently has a zero balance
Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ 10-21- A review of company records indicates [redacted] contacted the company 8-9-and placed the electric service in his name at [redacted] in Morgantown, WV No other contact was received from the customer until 1-16-when he contacted the company to cancel the service in his name Mr [redacted] advised the company he did not realize the account was in his name and he refused to provide a forwarding address He was advised if the landlord contacted the company and took responsibility for the date he moved out, corrections could be processed The service was cancelled in Mr [redacted] 's name as of 1-16-and the bill is due as rendered for
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ On July 16, 2015, Ms[redacted] contacted Potomac Edison on to discuss bill for kWh in the amount of $for service from 06/16/to 07/14/ Potomac Edison representative obtained information for Customer Billing Analysis; however was not able to support the increased usage as typical day bill cycle usage is kWh to kWh or $to $consumption amount Company actual read obtained 07/14/at and customer provided read 07/16/at Customer read showed an additional kWh consumed in days Second call on 07/16/with Ms[redacted] she requested a meter test, company representative placed her on hold to review the account Company representative returned to the customer and no one was on the line Third call on 07/16/with Ms[redacted] company representative attempted to explain previous month was under estimated and July actual read corrected that under estimation Ms[redacted] requested a check reading be obtained by company, order issued and check read obtained 07/17/at Company check reading showed an additional kWh consumed in day On 07/28/Ms[redacted] contacted company to advise electrician found increase in usage was caused by a sequencer going bad in air conditioning unit Ms[redacted] requested a discount in the bill due to faulty equipment in her home Company representative explained usage is correct that was consumed in the home and ineligible for a discount She requested to be transferred to a supervisor; however failed to remain on the line until one became available On 07/31/Ms[redacted] contacted company again requesting a credit on the account due to the high bill caused by faulty household equipment Company representative offered a payment agreement She again requested a supervisor and was advised that escalating the call would not change the denial for a discount Call was transferred; however she failed to remain on the line again until one became available On 07/31/Ms[redacted] contacted company again requesting a credit on the account for billing period of 06/16/to 07/14/due to the high bill caused by faulty household equipment Company representative requested an analyst to review the request and would return a call once the information was received Information was provided back to representative and an outbound call was made to Ms[redacted] on 08/26/ She was advised Potomac Edison would not issue a credit due to faulty equipment in the home Potomac Edison is responsible for the meter equipment and meter readings The utilities responsibility ends with the meter The customer is responsible for the efficient operation and maintenance of all household appliances and equipment Usage comparison for the last months See statement of account attached for review August to August used kWh in days or kWh per day average August to August used kWh in days or kWh per day average A meter test has been requested on meter [redacted] and results will be sent to Ms[redacted] under separate mailing Customer service will be reviewed by Contact Center management to determine if additional coaching/training is required for those that Ms[redacted] had conversations during the month of July and August Late fee was waived on 08/18/
Initial Business Response / [redacted] (1000, 5, 2016/03/22) */ According to Accurint a program that provides information that allow quick and easy access to personal people search records [redacted] was an occupant at [redacted] and benefited by the service to this locationThe restoral amount will need to be paid before service will be restored to this locationCherry ( [redacted] ) Groves has been provided the amount required for restoration the same day that the service was turned off for nonpayment of services rendered
Ms [redacted] requested service at [redacted] **? as of 03/07/2017.? No payments have been received since obtaining service.? A review of Company records reveals the following: 07/25/- A termination notice was issued in the amount of $scheduled on or after 08/08/ 08/01/@ 10:AM - The Company attempted to contact the Customer by phone.? There was no answer 08/02/@ 05:PM - The Company attempted to contact the Customer by phone.? There was no answer 08/14/- Customer's service was terminated for nonpayment.? A post termination notice was left at the property 08/14/- [redacted] contacted the Company regarding termination of serviceAll factors were considered.? All options were providedThe Customer was determined eligible for lower restoral termsThe Customer was offered 1/24th termsThe amount the Customer was quoted for restoral included past due balance of $and $reconnect fee for a total amount of $61.14.? ? The Customer was satisfiedThe Customer offered and paid the requested amount.? An order to reconnect service within 24-hours was created 08/14/- [redacted] contacted the Company regarding restoral timeframe and requested a Supervisor.? Customer requested same day reconnect and was advised service would be restored within 24-hours.? Customer declined medical certificate option.? Customer declined PA PUC contact information.? 08/15/- [redacted] contacted the Company regarding restoral timeframe.? Customer advised that children needs breathing machine and was provided medical certificate options again.? Customer was not willing to call the doctor for that.? Customer wanted specific time when service would be restored.? Representative advised was not able to provide exact time but would be on by 08/17/17.? Customer began cursing.? Dispute rights were issued to the customer 08/15/?" Service was restored at 12:05pm
Planner? has been working with electrician very closely,? however the request requires or so man hours to perform work requiredpoles to be set, spans of wire,? underground work.? InspectionsetcRegional Manager? has advised contacts? of possible timeline, we? are looking at? completion as soon as possible alsoRequired work is extensiveCustomer has impression calling Revdex.com will expedite, which is not correctWork will be done in timely manner according to safety,? available resources, and inspections.? On ? 9/the customer was asked to put down gravel so our trucks could have access to this remote siteAppox 10/stakes were installed by JCPL and when we returned they were removedCompany asked for mutual cooperation and will work with customer and electrician to expedite safe completion of work required.?
On 03/18/2015, the customer was granted a company payment plan to pay budget billing plus $to pay off a past due bill At that time, the budget billing was $54.00; however, customer's budget amount is based on a month average bill that is reviewed during the 3rd, 6th and 9th month and adjusted(based on usage) as needed An adjustment in customer's monthly amount could be the result of a change in customer's usage or a change in the ratesOnce a year, the customer will receive an anniversary bill This bill will be for the difference between what the customer has paid during the previous months and the actual cost of the energy the customer used for that period The customer is responsible for the current budget charge plus the difference in the actual usage In addition to the budget plus $payment plan The customer is charged a fee for outdoor area lighting The customer has not maintained the payment plan - payments have not been made on time or in full [redacted] Due to non-payment on bills on 4/21/a residential termination notice was issued listing an amount of $and a disconnect date of 5/5/ On 4/26/2016, the customer contacted the company in regard to the termination notice The customer was advised to pay the amount of $to catch up the payment plan and to prevent termination The customer claimed an inability to pay A temporary stay of termination was granted until 05/06/ The customer did request to speak to a Supervisor; however, the customer disconnected the call before a Supervisor was available to take the call [redacted] The customer must satisfy the past due balance and maintain the monthly bills(budget plus $payment plan and outdoor lighting fee) in order to maintain service
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Revdex.com case # [redacted] - [redacted] Shared metering request opened 3/16/for property at [redacted] Customer contacted by meter department a number of times and letter issued regarding scheduling an appointment for proof of shared metering or for the customer to provide proof that he no longer owns property Customer failed to respond to Company therefore service for this property was placed in his name as of last actual meter reading and tenant's balance of $was transferred to the customer new account [redacted] Written utility report issued to the customer on 3/29/advising that due to his failure to comply with the Company's requests to investigate the service at this property was placed in his name, Copy attached On 09/11/customer said no shared metering at property Representative created shared metering notification and left message with the owner [redacted] III to contact meter department to schedule appointment Customer was given until 10/1/to schedule appointment and written utility report issued 09/17/Company representative left a message with meter service telephone to call back to schedule appoint for verification of shared metering 09/20/- customer called and said the shared metering issue at [redacted] does not existRepresentative sent request to meter service department to scheduled appointment with customer He stated that we took his tenant's word for the shared metering at the property but we are now saying that we have to investigate before removing the codingI advised that the service was placed in his name due his non compliance to the Company numerous requests Customer said that the prior tenant, Kara Ramey, called and stated that her uncle was running an extension cord and no shared metering existedAdvised customer shared metering needs to be investigated A hold was placed on his account pending the shared metering appointment and investigation 09/24/- Meter service representative called the customer and left a message regarding shared metering investigation Advised he has until 10/1/to comply with Company's request otherwise the service will remain in his name and coded to reflect shared metering Shared metering representative noted customer was called on 9/11, 9/17, 9/and 9/20/regarding shared metering appointment needed And called by meter services on 09/& 09/24/and owner has not responded According to Company records the customer finally scheduled an appointment for shared metering at [redacted] on 12/19/ Meter representative states no foreign load/shared metering found at this time Meter [redacted] only serves [redacted] Written utility report was issued to the customer on 12/31/advising of this however also advising the customer that due to his failure to comply with the Company's numerous requests he is still responsible for all consumption charges from 3/2/to 12/31/for total of $ Copy of UR included On 1/7/2014, the customer called regarding being held responsible for charges at [redacted] , [redacted] dating back to March of when this service went into his nameI explained that due to the customer not complying with our requests to investigate the report of shared metering at this property he was held responsible for the chargesHe stated that he was never notified that there was an issue at [redacted] , [redacted] Representative advised of numerous contacts via telephone and written utility reports issued Customer did not respond and still insisted that he was not aware of the shared metering issue at this property The customer was provided with all I information in order to file a complaint with the PUC According to the Company's records the account [redacted] was in the customer's name from 3/2/to 4/1/ Final account balance owing from this property was $ Company's procedure regarding final account unpaid balances is to transfer all customer unpaid final account balances to like accounts in the customer's name Company records indicated on 6/29/the above addressed balance of $was transferred to the customer's active account at [redacted] Copy of account statement shows balance transfer Company's final position is that the customer is responsible for the final outstanding balance of $from [redacted] , [redacted]
The Customer was sent a deposit warning letter on 06/01/17.? ? The letter explained a deposit would be billed to the account if payments continued to be received late.? ? The Customer did not make timely payments following the letter and was billed a deposit of $on 08/02/17.9/25/- The customer contacted the company regarding the deposit assessed to the account.? The company representative reviewed the account, billing and payment history and confirmed payments have not been received in full/on time.? On the same day, the customer spoke with a Supervisor, the Supervisor confirmed the deposit request was valid and set up the deposit on a payment plan.? The Company is following regulations reading the assessment of the security deposit.? The deposit? request is valid.? Although the customer? makes? payments, they are not always on time or in? full.? The deposit is on a payment plan.? Payments apply based on the company's? payment settlement guidelines.? ?
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ As a matter of Customer had been on an agreement to pay budget $($Penelec + $Energy Plus) + $Customer got behind on agreement and a termination notice had been issued Customer called 9/16/about a termination notice and a new agreement was negotiated for budget $($Penelec + $Energy Plus) + $Customer reported a higher income than previously which resulted in the increase of agreement amount Documentation does not indicate customer questioned the bill amounts and/or estimatesIt appears the contacts from customer were to the credit department, not customer service As part of the Company's billing process, we read the meter every other monthIf customer wishes to have all actual readings, he is invited to submit his own reading during the months the bill is scheduled to be estimated When a customer's meter is estimated, the usage will adjust out with the next actual meter readingIf a meter is under estimated, it would cause the next actual bill to be higherIf the meter is over estimated, the next actual bill would be lower Customer should contact customer service at [redacted] to go through a high bill inquiry or to discuss the estimation process
Complaint Summary: The customer submitted a complaint because they were denied a rebate for a heat pump that was submitted for the Potomac Edison EmPOWER Maryland HVAC Program 8/30/?" The customer called program call center in to inquire about the rebate application for an HVAC rebate.? The customer was told they could submit the request using the available “online” process.? The customer was not working with an approved program participating contractor that was familiar with program processes and requirements 8/30/?" The customer submitted the rebate request using the “online” application process 9/1/?" The rebate was declined because the equipment installed did not meet the program requirements.? During the application process the program equipment eligibility requirements are displayed.? The minimum efficiency requirements are a SEER rating of equal to or greater than 16, and an EER rating of greater than 13, and the HSPF rating must be equal to or greater than The attached file shows the product rating of the customers equipment.? The SEER, EER, and HSPF ratings do not meet the program requirements ? 9/1/?" A rebate declined email communication was sent to customer 9/1/?" The customer called the program call center and it was explained that the unit installed did not meet program requirementsThe EER rating is for the customers unit and needs to be greater than or equal to (The Invoice and AHRI certificate is attached.) ? ? The EER rating was reviewed first and that is what was listed in the notes for the applicationThe unit was declined as an “ineligible unit” 9/18/?" The customer called back and stated that the website did not show a decline reason and wanted to make certain that all requirements were met.? The customer wanted to check if all requirements were met and would call back and possibly resubmit the application 9/26/?" The customer called the program call center and provided the equipment model numbersThe unit did not qualify based on program requirements 10/9/?" The customer called the program call center and it was communicated again that the unit did not qualify based on program requirements.? A rebate processing supervisor placed a return call to the customer and was not able to reach the customer ? Resolution: The equipment installed by the customers contractor does not meet program requirementsThe contractor is not a participating contractor.? An HVAC Program Manager reached out and communicated the program requirements to the contractor for future reference
Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ Mr [redacted] had service in his name at [redacted] 9/8/- 6/17/Ohio Edison records do not reflect a request made my Mr [redacted] to cancel serviceService was disconnected for non-payment 6/17/Final bill was mailed 6/22/The only contact from Mr [redacted] on the account was 9/11/14, at which time he contacted Ohio Edison to confirm the service at [redacted] , as well as 214, and [redacted] were connected and in his nameThe final account balance was $1,029.23, which was transferred to Mr***'s account at [redacted] In addition, Mr [redacted] had service in his name at [redacted] 9/3/- 5/4/Ohio Edison records do not reflect a request made my Mr [redacted] to cancel serviceService was taken out of his name, after his tenant contacted Ohio Edison and applied for service in their nameFinal bill was mailed 5/29/The only contact from Mr [redacted] on this account was also 9/11/The final account balance was $51.68, which was transferred to Mr***'s account at [redacted] The amount due on Mr***'s account at [redacted] is $1040.87, which is past dueThe 9/3/billing statement included a disconnect notice in the amount of $1,due 9/17/Payment of $was received, reducing disconnect balance to $Payment of $required to guarantee service or customer can contacted Ohio Edison for payment arrangements
Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Company records reflect the customer supplied a reading of on 12/7/via the Company's website which was automatically added to the customers meter reading records The next meter reading was scheduled for 1/4/and to be an actual meter reading however the meter reader was unable to obtain a reading of the meter and the current bill was estimated based on the customer's supplied meter reading from 12/7/ On 1/6/2016, the customer contacted the Company regarding her current bill for $1,from 11/25/to 12/28/based on an estimated meter reading of 29, Representative reviewed the Company records and advised the customer the current bill was estimated due to a no access issue "no clear path to meter" The representative asked if the customer could obtain a reading of the meter and the customer declined and said the meter reading was over estimated The representative reversed and rebilled the bill in question based on last month's daily consumption of kwh however it appears she encountered a problem regarding the rebilling and advised the customer that she could just pay what she felt she owed for this time period Customer declined that offer The representative discussed the rebilling with her supervisor and was advised to release the account for rebilling and she advised the customer she would be receiving a new bill with a new due date Representative offered all aspects of a billing investigation including a CBA, meter test, energy saving brochures however the customer indicated she was satisfied with the rebilling of her account According to the Company records the rebilling resulted in a larger bill which appears to be caused by a meter wrap issue Rebill was based on reading of 18, 1/8/- Upon review of this customer's account and the incorrect rebilling that was completed I created a check read order to obtain a reading of the customer's meter and also contacted the customer accounting department regarding the rebilling of this customer's account and suggested that the customer's account be rebilled based on prior month usage if meter services is unable to obtain a reading of the meter due to the above addressed access issue 1/11/- Received response from customer accounting representative the customer's read provided was corrected which caused the large bill and advised the new invoice will process once the supplier charges are received 1/12/2016, customer's account was rebilled from 10/27/to 12/28/(bills) for $and $which resulted in a credit balance on the customer's account of $110.56, see attached billing statement As stated above, the customer's account has been corrected on 1/12/and she currently has a credit balance on her account The company does apologize for any inconvenience that the estimated bill and incorrect rebilling caused the customer however the original estimated bill was based on the customer's reading that was provided via the Company's website on 12/7/when the Company was unable to obtain an actual meter reading due to the access issue Request dismissal Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) the only thing I do not eccept is that for the past years I have been at this home there has never been a problem with someone reading my meter!!!! nothing is in front of my metter and you can see my meter from the streetThe reading that I gave online I called West Penn power and spoke to someone and asked them to disregard my reading fbecause I felt that I did not know how to read the meter and I felt it was not correctIt NEVER stated on my bill that there was no clear path to my meter!!! I am very disapointed that I have had to contact the PUC and Revdex.com on this matterhow many poeople to they do this to? If I was on automadtic bill bay I would have NO MONEY in my account!!! and yes they offerd for me to read my meter, but that is NOT my job! like I said my meter is NOT ubstructed in any way EVER!! and also they NEVER have let me speak with a superviserThe first thing TALISHA said to me was "if you cant pay your bill we can put you on a payment plan"thats not helping anyone when my bill was $when it really should have only been $and she chose not to help me and fix their mistake untill I contacted the PUC and the Revdex.com!!!
Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Ms [redacted] was assessed a deposit in the amount of $due to late payment history during the past monthsThe deposit is based on 130% projected usage, based on customer's consumption The account is not eligible for a waiver of the deposit In regards to the November payment of $110, Ms [redacted] faxed proof of payment to Ohio Edison (OE) 11/13/ OE investigated and determined customer had noted the wrong account number on the check The payment of $was located and credited to her account 11/13/ The payment was reflected as a miscellaneous credit on her 11/20/billing A copy of the bill is attached In regards to customer's consumption, Ms [redacted] has received both estimated and actual readingsDuring the past months, Ms [redacted] was issued (6) actual readings and (6) estimated readings Ms [redacted] 's requested her meter be tested OH exchanged the meter 12/29/and sent to the test lab The meter was tested 1/4/and tested at 99.79% Ms [redacted] was previously enrolled in Ohio's PIPP Plus program, however was removed for failure to recertify Total account balance is $1, Customer is currently on payment plan of current bill plus $ The amount due at this time is $1,461.28, which is past due Customer has pending disconnect notice in the amount of $that was due by 1/6/ OE will not change names on the account to avoid payment
Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ The account is coded to refund the amount of $The refund payment is scheduled to go out/be issued on 11/5/
Initial Business Response / [redacted] (1000, 5, 2016/05/19) */ 05/04/- customer contacted the company concerning a payment in the amount of $submitted on 04/28/ The company advised that the payment was returned on 05/02/ Customer questioned why the funds did not come out of the account instantly? Company advised that it can take one to three days for the funds to come out of the customer's account Customer was advised that a payment of $would need to be made in cash or credit card to remove the threat of disconnection Customer requested additional time to make the payment Company advised that additional time is not available Customer was advised that due to returned payments, the option to pay by check online will not be available The customer ended the call The payment of $posted to the account on 06/06/clearing the returned payment The company does request payments from the customer be made with cash or credit/debit card A waiver for the returned payment fee is not available
A summary of the events that took place on November 2, 2017: Company records show a report of no lights at 4:PM Ohio Edison had a fuse outage with an animal contact at pole 52- Estimated restoration time was set at 8:PM All customers were restored at 8:PM Line Manager tried to contact this customer on Friday, December 1, and Monday, December by phone and also stopped at his residence Customer did not return calls and was not at home or did not answer the door
The debt is from [redacted] in the same name as on this inquiryI sent an email with all information needed to pursue this sold debtThe debtor is Orion Portfolio LLc [redacted] ***JCPL does not hold this debt at this time, and it is past the statute of limitations for collectionsI attempted to leave a voice message on the phone provided but the person said wrong number
There is not a company record that the customer was advised to pay us.? The customer paid $each month to the company instead of the collection agency in the following months: (March, April, May, June, July, august, September, October and November) and in (January, February, March, April and May).? Customer was advised 03/02/that a payment arrangement was not available since account was finalEach time the customer makes a payment to the company instead of the collection agency the money has to be withdrawn from the agency to apply the payment and then resent back to the agency.? Depending on when the customer contacts the agency, it will show the account as closed due to this.? The customer should contact the collection agency to make all paymentsThe only time a payment should be made to our company is if the customer is opening a new account with usAs of 07/22/the balance was sent back to the collection agency againThe customer should contact them and see if they offer a payment arrangement and make all future payments to the collection agency
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ On 7/29/2015, the customer called to place service into her nameHer request was processed and the account was placed into her name as of 5/13/per her requestShe was advised that she can call for payment arrangements, if needed, once she receives her bill On 8/12/2015, the customer called because she felt she was being double billedShe was advised that the account was placed into her name as of 5/13/per her request On 9/14/2015, the customer emailed the CompanyShe said we first transferred service into her name before she moved into her apartment on 5/12/She said she was given an account number and a confirmation numberShe then said three months into the summer, she noticed she has not received a bill yetShe called and was advised that her account number and confirmation number did not existService was then placed into her name as of 5/13/She said that the Company has been charging her landlord and has been taking the payments out of their account automaticallyTo settle this, she paid the landlordThe following week she received a bill for the amount of money that her landlord already paidThe customer is upset that she has been receiving late feesShe feels this is not late, as the landlord has already paid thisThe Company responded by advising the customer that she called us in July to place service into her name as of 5/13/This request was processed and the account was billed in her name from 5/13/forwardAny bills charged to the landlord during this time period were reversed and any payments made by the landlord for this time period were refunded to themShe is responsible for the billed usage from 5/13/forward, as she requested to be billed like thisThe late fee of $was applied to the account, as the Company did not receive the payment that was due on 8/14/ On 9/16/2015, the customer emailed the Company stating the bill was paid by the landlordShe said we sent the bill to two different places, and feels we double billed herThe Company responded by advising the customer to speak with her landlord about this regarding compensation On 10/18/2015, the customer paid $via check on our website On 10/24/2015, the payment of $was returned by the customer's bank due to "account not found"A return check letter was sent to the customer On 10/26/2015, the customer emailed the Company regarding the $paymentThe Company responded by advising the customer that the payment was returned by the bank due to "account not found"The customer was advised to contact her bank to verify her routing number and bank account numberThe amount due is $131.55, which includes the unpaid amount of $ Company Company records do not show that the customer called prior to 7/29/to request service be placed into her nameOn 7/29/2015, Company placed service into the customer's name as of 5/13/2015, per her requestBy back-dating the modate to 5/13/2015, this reversed any bills that were charged to the landlord as of 5/13/and any payments made by the landlord for these bills were refunded to themThe customer received bills from 5/13/forward and is responsible to pay the Company these billsThe customer should speak with her landlord regarding reimbursement if she paid the Company and also the landlord for the usage from 5/13/forwardThe customer received late fees due to not paying the bills on timeThe Company has reversed the late fees totaling $ The amount of $was for the bill from 8/25/to 9/24/The customer made a payment for $via an online check on the Company's website, but it was returned by the bank due to "account not found", making this amount still dueThe customer has since made the payment and currently has a zero balance
Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ 10-21- A review of company records indicates [redacted] contacted the company 8-9-and placed the electric service in his name at [redacted] in Morgantown, WV No other contact was received from the customer until 1-16-when he contacted the company to cancel the service in his name Mr [redacted] advised the company he did not realize the account was in his name and he refused to provide a forwarding address He was advised if the landlord contacted the company and took responsibility for the date he moved out, corrections could be processed The service was cancelled in Mr [redacted] 's name as of 1-16-and the bill is due as rendered for
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ On July 16, 2015, Ms[redacted] contacted Potomac Edison on to discuss bill for kWh in the amount of $for service from 06/16/to 07/14/ Potomac Edison representative obtained information for Customer Billing Analysis; however was not able to support the increased usage as typical day bill cycle usage is kWh to kWh or $to $consumption amount Company actual read obtained 07/14/at and customer provided read 07/16/at Customer read showed an additional kWh consumed in days Second call on 07/16/with Ms[redacted] she requested a meter test, company representative placed her on hold to review the account Company representative returned to the customer and no one was on the line Third call on 07/16/with Ms[redacted] company representative attempted to explain previous month was under estimated and July actual read corrected that under estimation Ms[redacted] requested a check reading be obtained by company, order issued and check read obtained 07/17/at Company check reading showed an additional kWh consumed in day On 07/28/Ms[redacted] contacted company to advise electrician found increase in usage was caused by a sequencer going bad in air conditioning unit Ms[redacted] requested a discount in the bill due to faulty equipment in her home Company representative explained usage is correct that was consumed in the home and ineligible for a discount She requested to be transferred to a supervisor; however failed to remain on the line until one became available On 07/31/Ms[redacted] contacted company again requesting a credit on the account due to the high bill caused by faulty household equipment Company representative offered a payment agreement She again requested a supervisor and was advised that escalating the call would not change the denial for a discount Call was transferred; however she failed to remain on the line again until one became available On 07/31/Ms[redacted] contacted company again requesting a credit on the account for billing period of 06/16/to 07/14/due to the high bill caused by faulty household equipment Company representative requested an analyst to review the request and would return a call once the information was received Information was provided back to representative and an outbound call was made to Ms[redacted] on 08/26/ She was advised Potomac Edison would not issue a credit due to faulty equipment in the home Potomac Edison is responsible for the meter equipment and meter readings The utilities responsibility ends with the meter The customer is responsible for the efficient operation and maintenance of all household appliances and equipment Usage comparison for the last months See statement of account attached for review August to August used kWh in days or kWh per day average August to August used kWh in days or kWh per day average A meter test has been requested on meter [redacted] and results will be sent to Ms[redacted] under separate mailing Customer service will be reviewed by Contact Center management to determine if additional coaching/training is required for those that Ms[redacted] had conversations during the month of July and August Late fee was waived on 08/18/
Initial Business Response / [redacted] (1000, 5, 2016/03/22) */ According to Accurint a program that provides information that allow quick and easy access to personal people search records [redacted] was an occupant at [redacted] and benefited by the service to this locationThe restoral amount will need to be paid before service will be restored to this locationCherry ( [redacted] ) Groves has been provided the amount required for restoration the same day that the service was turned off for nonpayment of services rendered
Ms [redacted] requested service at [redacted] **? as of 03/07/2017.? No payments have been received since obtaining service.? A review of Company records reveals the following: 07/25/- A termination notice was issued in the amount of $scheduled on or after 08/08/ 08/01/@ 10:AM - The Company attempted to contact the Customer by phone.? There was no answer 08/02/@ 05:PM - The Company attempted to contact the Customer by phone.? There was no answer 08/14/- Customer's service was terminated for nonpayment.? A post termination notice was left at the property 08/14/- [redacted] contacted the Company regarding termination of serviceAll factors were considered.? All options were providedThe Customer was determined eligible for lower restoral termsThe Customer was offered 1/24th termsThe amount the Customer was quoted for restoral included past due balance of $and $reconnect fee for a total amount of $61.14.? ? The Customer was satisfiedThe Customer offered and paid the requested amount.? An order to reconnect service within 24-hours was created 08/14/- [redacted] contacted the Company regarding restoral timeframe and requested a Supervisor.? Customer requested same day reconnect and was advised service would be restored within 24-hours.? Customer declined medical certificate option.? Customer declined PA PUC contact information.? 08/15/- [redacted] contacted the Company regarding restoral timeframe.? Customer advised that children needs breathing machine and was provided medical certificate options again.? Customer was not willing to call the doctor for that.? Customer wanted specific time when service would be restored.? Representative advised was not able to provide exact time but would be on by 08/17/17.? Customer began cursing.? Dispute rights were issued to the customer 08/15/?" Service was restored at 12:05pm
? I am rejecting this response because: