Ohio Edison records show an actual reading of obtained June 16, and an actual reading of obtained July 15, 2016, which reflected consumption of 23,kWh Ohio Edison obtained additional actual readings August 30, 2016, September 16, and September 27, each showing advancementOhio Edison is investigating the increased consumption The meter was removed September 27, to be tested Ohio Edison received notification of a complaint filed with the Ohio Public Utilities Commission Once the investigation is complete, Ohio Edison will follwith the Ohio Public Utilities Commission
Ohio Edison records show an actual reading of obtained June 16, and an actual reading of obtained July 15, 2016, which reflected consumption of 23,kWh.? Ohio Edison obtained additional actual readings August 30, 2016, September 16, and September 27, each showing advancementOhio Edison is investigating the increased consumption.? The meter was removed September 27, to be tested.? Ohio Edison received notification of a complaint filed with the Ohio Public Utilities Commission.? ? Once the investigation is complete, Ohio Edison will follwith the Ohio Public Utilities Commission
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Due to late payment history during the past months, customer's security deposit is not eligible for a release The customer is also currently past due on the account in the amount of $ Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was promised a return of my deposit after monthsThere was no stipulation that I couldn't be late on a payment
Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ As information: The service at [redacted] has been in the name of the previous customer from 03/04/to 06/19/when another party contacted the company to submit an application for the serviceThe application was denied and there is a large balance due on the previous customer's account 09/30/15, [redacted] contacted the company to submit an application for service at [redacted] The company requested a copy of a lease, deed, mortgage to review to determine if the application will be approved 10/05/15, [redacted] contacted the company to submit an application for service at [redacted] The company requested a copy of a lease, deed, mortgage to review to determine if the application will be approved 10/22/15, Ms [redacted] contacted the company to advise that a lease was faxed into the locationThe lease shows Ms [redacted] as living at [redacted] The company is unable to verify the locationCompany requests copy of a deed, mortgage and title to prove ownershipMs [redacted] ended the call 10/22/15, Ms [redacted] contacted the company concerning the reconnection of serviceA second party who was not mentioned on the previous lease was also on the call and at first stated she was the owner at the locationThe second party than advised that her nephew owns the mobile home but had not transferred the title over to herThe company advised that verification is needed as to who is the person who is legally able to lease the location 10/26/15, company contacted Ms [redacted] concerning the application for serviceThe company advised that the information received is conflictingThe lease lists [redacted] as the landlord but deed provided was for [redacted] and lists a [redacted] as the ownerThe application for service is deniedThe company requests a copy of a valid lease to review to determine if the application will be approved The company's Prior to approving the application for service, the company requests a copy of a valid lease to reviewMultiple individuals have claimed ownership of the locationThe deed provided shows one person as the owner The company has not been provided a lease which shows the property ownerThe deed received also shows the property at Texas Ln and the company has no record of the address The address Ms [redacted] submitted an application for is [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Customer was issued a disconnect notice with her 6/11/bill in the amount of $for 6/25/ Payment was not received New bill issued 7/14/15, which included a reminder of the past due balance and disconnect notice Payment was not received, resulting in disconnection of service 8/3/ Total to reconnect was $749.13, which included reconnect fee New disconnect notice was included in current bill, issued 8/12/ Payment of $required by 8/26/to prevent disconnection Customer is not eligible for a payment plan because she is currently on a month payment plan, which was granted to customer after she defaulted on a prior payment plan Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) they are not being honest no disconnect was on the bill on 7-I can provide a copy of it and it does not have a disconnect on itI was informed that my service was being disconnect and they stuck me on a plan that I did not agreee to
? I am rejecting this response because:I have already stated my case and will not be paying any amount for any time that I did not live in the residence since I followed the company's protocol and it is not my fault if they didn't record when I called and spoke to a repThis company clearly lacks ethics and integrity in how they charged multiple people for one residence when I wasn't even living there
FirstEnergy is the parent company of Penelec When a customer signs up for service, we are required to offer them their option to choose an alternate supplier, as Penelec does not generate electricity The customer can decline this option, however, in this case, the customer chose to choose an alternate supplierThe supplier they are with is Green Mountain Energy In doing so, this results in company names appearing on the monthly charges Penelec for Distribution and Green Mountain Energy for GenerationIf the customer did not choose an alternate supplier, then Penelec would show for both the distribution and the generationGenerally speaking, the generation portion of the bill is about 60% of the total bill The Pennsylvania Public Utility Commission (PUC) is the governing body of PenelecEverything Penelec does is approved by themIn accordance with Chapter (2), the company may estimate usage every other monthThe company does attempt to read all meters as scheduled, however sometimes there are circumstances beyond our control e.gaccess, storm restoration, extreme weather conditions, work stoppage, emergencies etcThe customer has options on months when the bill is estimated The customer may provide readings by calling the Company or on the internet at [redacted] Estimates for residential customers are calculated using the prior year or the prior month, plus a weather correcting factor The customer has been set up on payment plans to assist in paying the past due balance Any additional payment plans would need to be granted by the PUC All credit and/or debit card payments are processed by a 3rd party and they charge a processing feeOnce the payment is made through them, the customer can contact Penelec back with the confirmation number to proceed with all other transactions The customer also has the option of paying at local payment agency and they also charge a processing fee The customer also has the option of mailing in a payment The customer can also pay using a bank routing and account number with Penelec and there is not a processing fee for that The customer chose to pay with a check over the phone on 03/21/ The electronic check was submitted to the bank on 03/21/ On 03/28/the company was notified that the check was not able to be processed due to insufficient fundsThe customer also submitted another payment on 04/05/ The electronic check was submitted to the bank on 04/05/On 04/12/the company was notified that the check was not able to be processed due to insufficient funds When an electronic check is made, it is processed the same day It there is insufficient funds, the company will attempt to cash again as long as the bank allows The time frame between these attempts varies The customer would need to contact their bank in regard to the payments being returned as insufficient funds if he feels this reason is incorrectThe bank would also be able to address the time frames and number of times a check can try to be cashed when returned for insufficient funds The customer does have to make good on the account and pay the account current to avoid termination As a matter of background, the customer also has an open case with the PUC and they will complete their own investigation
Initial Business Response / [redacted] (1000, 9, 2015/09/15) */ Previous ratepayer [redacted] was issued a termination notice 06/03/ [redacted] (boyfriend) took responsibility for service and [redacted] 's final bill in the amount of $was transferred to his account Two bills have issued at this location in [redacted] 's name Termination notice issued 08/06/in the amount of $term on/after 08/18/ 08/24/- [redacted] requested service placed into her name and was denied as [redacted] is still at this location with only one payment $on 03/13/with acceptance of an agreement 08/26/- [redacted] requested an extension on current termination notice as she was still in this location Extension denied due to payment history Restoral amount for [redacted] is $2,+ $reconnect fee = $2, Service will not be placed into [redacted] 's name to avoid payment for service since November when [redacted] and [redacted] moved into this location [redacted] was the previous customer at this location, had a termination notice and Mon Power allowed Mr [redacted] to take over service with her still living at the location Ms [redacted] continues to residing at this location and calling to keep service on for her and her two teenage sons Ms [redacted] will need to pay to be permitted to transfer back into her name ( [redacted] ) Service has been denied to Mrs [redacted] as she is attempting to assist her son and Ms [redacted] from paying for services rendered [redacted] will not be granted service at [redacted]
The Company issues a statement each month showing the past due amount, current amount due and total amount due In addition, if an account is due to be disconnected for non-payment, a notice is issued A termination notice issued 5-15-for with a termination date on or after 5-22- Payment was not received and the service was disconnected for non-payment 5-31-17; days after the original disconnect dateThe account was on a payment plan that was set up for the customer 2-10-to break the past due amount into installments when the customer was not able to make payment in full Attached is a copy of the notice mailed the customer and a copy of the installment plan letter mailed to the customer 2-13- Both letter advise the customer that not paying the bill in full could result in termination without personal contactThe requested restoral amount was received 6-5-and the Company restored the service the same day
The customer has been afforded an arrangement on the security deposit, which is applicable under the below regulations set by the NJ Board of Public Utilities.? ? Deposit regulations: ? Company's request for deposit is in compliance with NJAC 14:3-Deposits for service (d) and company tariff section (a) A utility may require a reasonable deposit as a condition of supplying service, in accordance with this section (d) A utility may require an existing customer to furnish a deposit or increase their existing deposit if the customer fails to pay a bill within days after the due date printed on the billThe deposit required shall be in an amount sufficient to secure the payment of future bills ? Guarantee of Payment: Where the credit of an Applicant for Service is impaired or not established, or where the credit of a Customer has become impaired, a money deposit or other guarantee satisfactory to the Company may be required as security for the payment of bills for Service before the Company will commence or continue Service.?
A bill was issued on 09/16/ The bill included past due balance of $ and current charges of $due on 10/06/16, for a total amount due of $ 10/04/- A termination notice was issued in the amount of $scheduled on or after 10/18/ Customer posted a payment of $to incorrect account on 10/22/ 10/24/@ 12:PM - The Company attempted to contact the Customer by phone A message was left 10/25/@ 05:PM - The Company attempted to contact the Customer by phone A message was left Service was terminated for nonpayment on 11/1/ Customer contacted the company on 11/1/after service was terminated and stated that she had made a payment The company reviewed the account and determined that a payment of $had posted to an old account of the customer's The Company transferred the amount of $and advised the customer that they would need to pay an amount of $to restore service The Customer was advised that bills that have been issued to the customer have the active account number The Customer was not satisfied and dispute rights were issued Customer requested to speak with a supervisor and a callback was placed The supervisor attempted to contact the customer on 11/1/and a message was left 11/1/- Customer's husband, contacted the company and spoke with a supervisor He was upset because his wife had made a payment on the account The Customer was advised that he has had service at this location since March with a new account number and payment was posted to the incorrect account It was determined this is not company error and the payment of $was needed for service to be restored The Customer began to curse and say racial slurs to the representative and the call was ended Dispute rights were issued The Customer's uncle contacted the company on 11/2/and paid the requested amount of $to restore service The order was printed and service was restored on 11/2/ The Customer has had service at the location since 3/15/ All bills have been mailed to the service address and the bills have included the customer's new account number, [redacted] The Customer should ensure that they are using their new account number when making any future payments Tell us why here
As a matter of background, the customer is on a payment plan for arrearages due to a high budget true up plus a past due balance The customer was already on a payment plan in order to pay back a back balance when the high true up occurred; on 4/19/2016, a company representative agreed to reset the payment plan to include the budget true up and an additional past due balance The terms of the payment plan are budget + $toward the arrears The customer also has an alternate electric generation supplier who's charges cannot be put on budget(the supplier's charges are billed per kWh).In regard to the company's budget program(known as the Equal Payment Plan or EPP); it is a program for residential customer designed to make monthly payment consistent throughout the entire year, leveling out seasonal highs and lowsThe EPP amounts are based on a month average bill and are reviewed every months; during the 12th month, the anniversary(true up) bill is issued The true up will be for the difference between what the customer has been charged during the previous months and the actual cost of the energy the customer used for that period If the customer receives a high true up bill, the company will offer a payment plan.On 6/29/2016, a security deposit warning letter was issued The letter explained a deposit would be billed to the account if payments continued to be received late.A deposit of $was charged to the account; the deposit appeared on the bill invoiced on 10/31/ A message appeared on the invoice explaining that as a result of unsatisfactory payment history , a security deposit has been billed the account The message also explains the customer could be eligible for payment options and refers the customer to the company.On 11/8/2016, the customer contacted the company to discuss the deposit The customer asked the company representative if a waiver or if a payment plan was available The customer was transferred to a Credit and Collections representative to discuss the deposit A Credit and Collections representative confirmed the deposit was charged due to unsatisfactory payment history and further explained the deposit would not be waived The customer was offered a payment plan; however, it appears the customer decline and requested a Supervisor It does not appear the customer stayed on the line for a transfer to a Supervisor to be completed ***The Company may require a security deposit according to regulation for the following reasons:Delinquent accountsIf two consecutive bills have not been paid in fullif three or more bill were not paid within five days of the due date in the preceding months.If the customer dos not comply with the terms of a payment agreement.Deposits are calculated equal to 1/of the customer's annual bill.The customer does not pay on time/in full and is consistently delinquent.The deposit request is valid.The deposit cannot be removed
08/18/- A termination notice was issued in the amount of $scheduled on or after 09/01/ 08/25/@ 12:PM - The Company attempted to contact the Customer by phone A message was leftThe Company attempted to reach the Customer again by phone on 08/26/@ 05:PMA message was left 09/01/- Customer's service was terminated for nonpayment A post termination notice was left at the property 09/01/- Customer contacted the Company regarding termination of serviceAll factors were considered All options were providedThe amount the Customer was quoted for restoral included past due balance of $and $reconnect fee for a total amount of $ Customer expressed the opinion that the billing is incorrect The Company advised that the residence is an all-electric location that uses electric heating The usage historically increases through the winter months Customer advised that she felt the account should have a credit of $ Company advised that the location was using the electric The usage has decreased recently Company mailed a billing statement to the Customer which detail the amounts billed and the amounts paid 09/02/– Customer made the requested payment and an order to restore the service was created 09/02/– service was restored Company The bill is correct as rendered The Customer’s residence uses electric heat Historically, this causes the usage to increase during the winter months The usage for the last months has decreased from the previous year by 10, kilowatt hours The balances were not paid in full and by the due date and a disconnect notice was issued Two attempts were made to contact the customer The Company had no contact from the Customer until service was disconnected Tell us why here
The coding which prevented a check payment on the account has been removed.? ? Ohio Edison attempted to contact the customer? 9/9/at the phone number provided, but was unsuccessful in reaching the customer.? ? The customer can? contact Ohio Edison to? process a check payment.?
Attached is a copy of the final bill from [redacted] ***, [redacted] dated November 19, Ms [redacted] had service at that location from August 2, to November 7, Service ended in her name when a new tenant applied for service.? Prior to that account, she had service at [redacted] ***, [redacted] from April 4, to June 7, and at [redacted] **, [redacted] from November 11, to March 30, I am attaching a copy of the final bills for those addresses as well since balances were transferred whenever she called to transfer service to a new address ? On February 1, a representative offered to mail a copy of the bills; however, the customer declined?
Our signage in stores and on our rebate application does indicate an ‘up to’ amount for the rebate and specifies that the highest incentive level is for most efficient units “Earn a rebate of up to $when you purchase a qualified energy-efficient refrigerator: $rebate for standard ENERGY STAR-certified models, $for CEE Tier models and $for CEE Tier models.” The customer’s rebate was paid in accordance to the model she purchasedThe customer did call into Honeywell (who is the vendor hired to implement this program) back in December and said Lowe’s told her it was a $rebateThe Honeywell employee did apologize for the inconvenience and offered to send her a check for the difference in rebate amountThe check was sent to the customer on 1/3/Honeywell also followed up with the Lowe’s appliance department staff to emphasize the importance of clear communication re: the varied rebate levels in regards to customer expectations Recordings of the calls showed the reps followed procedure and were pleasant on the call
As a courtesy, the company is willing to re-set the current payment plan to include the current balanceThe payment plan would include the budget(currently at $68.00) plus $toward the arrears/past due plus the outdoor area light charges As noted before: The budget amount is reviewed every three (3) months for the initial enrollment During the 12th month, the anniversary(true up) bill will be issuedThe customer is responsible for the current budget charge plus the difference in the actual usage The customer would be responsible for maintaining the payment plan in order to avoid disconnection activity The customer would need to contact customer service, immediately, at [redacted] to initiate the offer
Ohio Edison records show an actual reading of obtained June 16, and an actual reading of obtained July 15, 2016, which reflected consumption of 23,kWh Ohio Edison obtained additional actual readings August 30, 2016, September 16, and September 27, each showing advancementOhio Edison is investigating the increased consumption The meter was removed September 27, to be tested Ohio Edison received notification of a complaint filed with the Ohio Public Utilities Commission Once the investigation is complete, Ohio Edison will follwith the Ohio Public Utilities Commission
Ohio Edison records show an actual reading of obtained June 16, and an actual reading of obtained July 15, 2016, which reflected consumption of 23,kWh.? Ohio Edison obtained additional actual readings August 30, 2016, September 16, and September 27, each showing advancementOhio Edison is investigating the increased consumption.? The meter was removed September 27, to be tested.? Ohio Edison received notification of a complaint filed with the Ohio Public Utilities Commission.? ? Once the investigation is complete, Ohio Edison will follwith the Ohio Public Utilities Commission
I am rejecting this response because: How is that fair that I pay them 1,and then they want to back bill me how is that right, this isn't fair at all
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Due to late payment history during the past months, customer's security deposit is not eligible for a release The customer is also currently past due on the account in the amount of $ Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was promised a return of my deposit after monthsThere was no stipulation that I couldn't be late on a payment
Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ As information: The service at [redacted] has been in the name of the previous customer from 03/04/to 06/19/when another party contacted the company to submit an application for the serviceThe application was denied and there is a large balance due on the previous customer's account 09/30/15, [redacted] contacted the company to submit an application for service at [redacted] The company requested a copy of a lease, deed, mortgage to review to determine if the application will be approved 10/05/15, [redacted] contacted the company to submit an application for service at [redacted] The company requested a copy of a lease, deed, mortgage to review to determine if the application will be approved 10/22/15, Ms [redacted] contacted the company to advise that a lease was faxed into the locationThe lease shows Ms [redacted] as living at [redacted] The company is unable to verify the locationCompany requests copy of a deed, mortgage and title to prove ownershipMs [redacted] ended the call 10/22/15, Ms [redacted] contacted the company concerning the reconnection of serviceA second party who was not mentioned on the previous lease was also on the call and at first stated she was the owner at the locationThe second party than advised that her nephew owns the mobile home but had not transferred the title over to herThe company advised that verification is needed as to who is the person who is legally able to lease the location 10/26/15, company contacted Ms [redacted] concerning the application for serviceThe company advised that the information received is conflictingThe lease lists [redacted] as the landlord but deed provided was for [redacted] and lists a [redacted] as the ownerThe application for service is deniedThe company requests a copy of a valid lease to review to determine if the application will be approved The company's Prior to approving the application for service, the company requests a copy of a valid lease to reviewMultiple individuals have claimed ownership of the locationThe deed provided shows one person as the owner The company has not been provided a lease which shows the property ownerThe deed received also shows the property at Texas Ln and the company has no record of the address The address Ms [redacted] submitted an application for is [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Customer was issued a disconnect notice with her 6/11/bill in the amount of $for 6/25/ Payment was not received New bill issued 7/14/15, which included a reminder of the past due balance and disconnect notice Payment was not received, resulting in disconnection of service 8/3/ Total to reconnect was $749.13, which included reconnect fee New disconnect notice was included in current bill, issued 8/12/ Payment of $required by 8/26/to prevent disconnection Customer is not eligible for a payment plan because she is currently on a month payment plan, which was granted to customer after she defaulted on a prior payment plan Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) they are not being honest no disconnect was on the bill on 7-I can provide a copy of it and it does not have a disconnect on itI was informed that my service was being disconnect and they stuck me on a plan that I did not agreee to
? I am rejecting this response because:I have already stated my case and will not be paying any amount for any time that I did not live in the residence since I followed the company's protocol and it is not my fault if they didn't record when I called and spoke to a repThis company clearly lacks ethics and integrity in how they charged multiple people for one residence when I wasn't even living there
FirstEnergy is the parent company of Penelec When a customer signs up for service, we are required to offer them their option to choose an alternate supplier, as Penelec does not generate electricity The customer can decline this option, however, in this case, the customer chose to choose an alternate supplierThe supplier they are with is Green Mountain Energy In doing so, this results in company names appearing on the monthly charges Penelec for Distribution and Green Mountain Energy for GenerationIf the customer did not choose an alternate supplier, then Penelec would show for both the distribution and the generationGenerally speaking, the generation portion of the bill is about 60% of the total bill The Pennsylvania Public Utility Commission (PUC) is the governing body of PenelecEverything Penelec does is approved by themIn accordance with Chapter (2), the company may estimate usage every other monthThe company does attempt to read all meters as scheduled, however sometimes there are circumstances beyond our control e.gaccess, storm restoration, extreme weather conditions, work stoppage, emergencies etcThe customer has options on months when the bill is estimated The customer may provide readings by calling the Company or on the internet at [redacted] Estimates for residential customers are calculated using the prior year or the prior month, plus a weather correcting factor The customer has been set up on payment plans to assist in paying the past due balance Any additional payment plans would need to be granted by the PUC All credit and/or debit card payments are processed by a 3rd party and they charge a processing feeOnce the payment is made through them, the customer can contact Penelec back with the confirmation number to proceed with all other transactions The customer also has the option of paying at local payment agency and they also charge a processing fee The customer also has the option of mailing in a payment The customer can also pay using a bank routing and account number with Penelec and there is not a processing fee for that The customer chose to pay with a check over the phone on 03/21/ The electronic check was submitted to the bank on 03/21/ On 03/28/the company was notified that the check was not able to be processed due to insufficient fundsThe customer also submitted another payment on 04/05/ The electronic check was submitted to the bank on 04/05/On 04/12/the company was notified that the check was not able to be processed due to insufficient funds When an electronic check is made, it is processed the same day It there is insufficient funds, the company will attempt to cash again as long as the bank allows The time frame between these attempts varies The customer would need to contact their bank in regard to the payments being returned as insufficient funds if he feels this reason is incorrectThe bank would also be able to address the time frames and number of times a check can try to be cashed when returned for insufficient funds The customer does have to make good on the account and pay the account current to avoid termination As a matter of background, the customer also has an open case with the PUC and they will complete their own investigation
Initial Business Response / [redacted] (1000, 9, 2015/09/15) */ Previous ratepayer [redacted] was issued a termination notice 06/03/ [redacted] (boyfriend) took responsibility for service and [redacted] 's final bill in the amount of $was transferred to his account Two bills have issued at this location in [redacted] 's name Termination notice issued 08/06/in the amount of $term on/after 08/18/ 08/24/- [redacted] requested service placed into her name and was denied as [redacted] is still at this location with only one payment $on 03/13/with acceptance of an agreement 08/26/- [redacted] requested an extension on current termination notice as she was still in this location Extension denied due to payment history Restoral amount for [redacted] is $2,+ $reconnect fee = $2, Service will not be placed into [redacted] 's name to avoid payment for service since November when [redacted] and [redacted] moved into this location [redacted] was the previous customer at this location, had a termination notice and Mon Power allowed Mr [redacted] to take over service with her still living at the location Ms [redacted] continues to residing at this location and calling to keep service on for her and her two teenage sons Ms [redacted] will need to pay to be permitted to transfer back into her name ( [redacted] ) Service has been denied to Mrs [redacted] as she is attempting to assist her son and Ms [redacted] from paying for services rendered [redacted] will not be granted service at [redacted]
The Company issues a statement each month showing the past due amount, current amount due and total amount due In addition, if an account is due to be disconnected for non-payment, a notice is issued A termination notice issued 5-15-for with a termination date on or after 5-22- Payment was not received and the service was disconnected for non-payment 5-31-17; days after the original disconnect dateThe account was on a payment plan that was set up for the customer 2-10-to break the past due amount into installments when the customer was not able to make payment in full Attached is a copy of the notice mailed the customer and a copy of the installment plan letter mailed to the customer 2-13- Both letter advise the customer that not paying the bill in full could result in termination without personal contactThe requested restoral amount was received 6-5-and the Company restored the service the same day
The customer has been afforded an arrangement on the security deposit, which is applicable under the below regulations set by the NJ Board of Public Utilities.? ? Deposit regulations: ? Company's request for deposit is in compliance with NJAC 14:3-Deposits for service (d) and company tariff section (a) A utility may require a reasonable deposit as a condition of supplying service, in accordance with this section (d) A utility may require an existing customer to furnish a deposit or increase their existing deposit if the customer fails to pay a bill within days after the due date printed on the billThe deposit required shall be in an amount sufficient to secure the payment of future bills ? Guarantee of Payment: Where the credit of an Applicant for Service is impaired or not established, or where the credit of a Customer has become impaired, a money deposit or other guarantee satisfactory to the Company may be required as security for the payment of bills for Service before the Company will commence or continue Service.?
A bill was issued on 09/16/ The bill included past due balance of $ and current charges of $due on 10/06/16, for a total amount due of $ 10/04/- A termination notice was issued in the amount of $scheduled on or after 10/18/ Customer posted a payment of $to incorrect account on 10/22/ 10/24/@ 12:PM - The Company attempted to contact the Customer by phone A message was left 10/25/@ 05:PM - The Company attempted to contact the Customer by phone A message was left Service was terminated for nonpayment on 11/1/ Customer contacted the company on 11/1/after service was terminated and stated that she had made a payment The company reviewed the account and determined that a payment of $had posted to an old account of the customer's The Company transferred the amount of $and advised the customer that they would need to pay an amount of $to restore service The Customer was advised that bills that have been issued to the customer have the active account number The Customer was not satisfied and dispute rights were issued Customer requested to speak with a supervisor and a callback was placed The supervisor attempted to contact the customer on 11/1/and a message was left 11/1/- Customer's husband, contacted the company and spoke with a supervisor He was upset because his wife had made a payment on the account The Customer was advised that he has had service at this location since March with a new account number and payment was posted to the incorrect account It was determined this is not company error and the payment of $was needed for service to be restored The Customer began to curse and say racial slurs to the representative and the call was ended Dispute rights were issued The Customer's uncle contacted the company on 11/2/and paid the requested amount of $to restore service The order was printed and service was restored on 11/2/ The Customer has had service at the location since 3/15/ All bills have been mailed to the service address and the bills have included the customer's new account number, [redacted] The Customer should ensure that they are using their new account number when making any future payments Tell us why here
As a matter of background, the customer is on a payment plan for arrearages due to a high budget true up plus a past due balance The customer was already on a payment plan in order to pay back a back balance when the high true up occurred; on 4/19/2016, a company representative agreed to reset the payment plan to include the budget true up and an additional past due balance The terms of the payment plan are budget + $toward the arrears The customer also has an alternate electric generation supplier who's charges cannot be put on budget(the supplier's charges are billed per kWh).In regard to the company's budget program(known as the Equal Payment Plan or EPP); it is a program for residential customer designed to make monthly payment consistent throughout the entire year, leveling out seasonal highs and lowsThe EPP amounts are based on a month average bill and are reviewed every months; during the 12th month, the anniversary(true up) bill is issued The true up will be for the difference between what the customer has been charged during the previous months and the actual cost of the energy the customer used for that period If the customer receives a high true up bill, the company will offer a payment plan.On 6/29/2016, a security deposit warning letter was issued The letter explained a deposit would be billed to the account if payments continued to be received late.A deposit of $was charged to the account; the deposit appeared on the bill invoiced on 10/31/ A message appeared on the invoice explaining that as a result of unsatisfactory payment history , a security deposit has been billed the account The message also explains the customer could be eligible for payment options and refers the customer to the company.On 11/8/2016, the customer contacted the company to discuss the deposit The customer asked the company representative if a waiver or if a payment plan was available The customer was transferred to a Credit and Collections representative to discuss the deposit A Credit and Collections representative confirmed the deposit was charged due to unsatisfactory payment history and further explained the deposit would not be waived The customer was offered a payment plan; however, it appears the customer decline and requested a Supervisor It does not appear the customer stayed on the line for a transfer to a Supervisor to be completed ***The Company may require a security deposit according to regulation for the following reasons:Delinquent accountsIf two consecutive bills have not been paid in fullif three or more bill were not paid within five days of the due date in the preceding months.If the customer dos not comply with the terms of a payment agreement.Deposits are calculated equal to 1/of the customer's annual bill.The customer does not pay on time/in full and is consistently delinquent.The deposit request is valid.The deposit cannot be removed
08/18/- A termination notice was issued in the amount of $scheduled on or after 09/01/ 08/25/@ 12:PM - The Company attempted to contact the Customer by phone A message was leftThe Company attempted to reach the Customer again by phone on 08/26/@ 05:PMA message was left 09/01/- Customer's service was terminated for nonpayment A post termination notice was left at the property 09/01/- Customer contacted the Company regarding termination of serviceAll factors were considered All options were providedThe amount the Customer was quoted for restoral included past due balance of $and $reconnect fee for a total amount of $ Customer expressed the opinion that the billing is incorrect The Company advised that the residence is an all-electric location that uses electric heating The usage historically increases through the winter months Customer advised that she felt the account should have a credit of $ Company advised that the location was using the electric The usage has decreased recently Company mailed a billing statement to the Customer which detail the amounts billed and the amounts paid 09/02/– Customer made the requested payment and an order to restore the service was created 09/02/– service was restored Company The bill is correct as rendered The Customer’s residence uses electric heat Historically, this causes the usage to increase during the winter months The usage for the last months has decreased from the previous year by 10, kilowatt hours The balances were not paid in full and by the due date and a disconnect notice was issued Two attempts were made to contact the customer The Company had no contact from the Customer until service was disconnected Tell us why here
The coding which prevented a check payment on the account has been removed.? ? Ohio Edison attempted to contact the customer? 9/9/at the phone number provided, but was unsuccessful in reaching the customer.? ? The customer can? contact Ohio Edison to? process a check payment.?
Attached is a copy of the final bill from [redacted] ***, [redacted] dated November 19, Ms [redacted] had service at that location from August 2, to November 7, Service ended in her name when a new tenant applied for service.? Prior to that account, she had service at [redacted] ***, [redacted] from April 4, to June 7, and at [redacted] **, [redacted] from November 11, to March 30, I am attaching a copy of the final bills for those addresses as well since balances were transferred whenever she called to transfer service to a new address ? On February 1, a representative offered to mail a copy of the bills; however, the customer declined?
I am rejecting this response because: I stand by my original response
Our signage in stores and on our rebate application does indicate an ‘up to’ amount for the rebate and specifies that the highest incentive level is for most efficient units “Earn a rebate of up to $when you purchase a qualified energy-efficient refrigerator: $rebate for standard ENERGY STAR-certified models, $for CEE Tier models and $for CEE Tier models.” The customer’s rebate was paid in accordance to the model she purchasedThe customer did call into Honeywell (who is the vendor hired to implement this program) back in December and said Lowe’s told her it was a $rebateThe Honeywell employee did apologize for the inconvenience and offered to send her a check for the difference in rebate amountThe check was sent to the customer on 1/3/Honeywell also followed up with the Lowe’s appliance department staff to emphasize the importance of clear communication re: the varied rebate levels in regards to customer expectations Recordings of the calls showed the reps followed procedure and were pleasant on the call
As a courtesy, the company is willing to re-set the current payment plan to include the current balanceThe payment plan would include the budget(currently at $68.00) plus $toward the arrears/past due plus the outdoor area light charges As noted before: The budget amount is reviewed every three (3) months for the initial enrollment During the 12th month, the anniversary(true up) bill will be issuedThe customer is responsible for the current budget charge plus the difference in the actual usage The customer would be responsible for maintaining the payment plan in order to avoid disconnection activity The customer would need to contact customer service, immediately, at [redacted] to initiate the offer
Confirmed install scheduled for 5/11, and billing will be adjusted accordingly.?