The Company did not receive prior notification of the customer's request to stop service.? Customer called on 2/27/and spoke to a Supervisor who reviewed our records and could not locate a call requesting service end.? Service was ended 2/28/18.? Bill is accurate and payable
The customer filed a PUC Complaint [redacted] on 5/15/regarding disconnection of service.? BCS [redacted] was closed/dismissed on 5/16/citing D as the customer's prior BCS complaint [redacted] was not satisfied and the PUC (BCS) was unable to set this customer up on another payment agreement.? ? Service remains off at this customer's property and the customer has an outstanding balance owing of $3299.98.? Company records indicate on 6/2/the Company received a? Formal complaint from this customer - [redacted] ? which is being handled by our Legal department.? ? ? ? ?
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 propertyCustomer 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 propertyRepresentative created shared metering notification and left message with the owner [redacted] III to contact meter department to schedule appointmentCustomer 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 customerHe 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 requestsCustomer 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 investigatedA 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 investigationAdvised 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 neededAnd 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 timeMeter [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 issuedCustomer did not respond and still insisted that he was not aware of the shared metering issue at this propertyThe 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]
? I am rejecting this response because: I never received the "phone messages" prior to termination of powerAt NO point did my husband use ANY racial slursOn 11/1/2016, when the supervisor called, I didn't answer because I was on hold with another MemployeeI tried to return the message left and was put back into the queMy biggest issue is that they admit that they give customers new account numbers every time that service is transferred to another residenceThat is ludicrousIf my balance followed me to my new address, then why in the world would I think that my account number changed?? If this is their practice, then they need to make customers aware? The fact that they were able to see that a payment was made via their website site in the amount agreed upon, they should have been more than willing to help meInstead, they told me it was my fault, refused to help me at all unless I paid $I? made a phone call and agreed to a payment arrangement and I followed through with my end of the dealThey acted as though I? completely neglected my responsibility and treated me like crap.? Where are their customer service values?? I made numerous phone calls on 11/1/and spoke to numerous members of M, including several supervisors.? I feel that they should be held responsible for their response to this situation? I missed work because of this incident
03/24/17, customer contacted the company concerning recertification into the PIPP program Company advised that no payment is due to recertify for the program The customer would need to verify income and have the agency send over the reverification for the program 03/29/17, customer contacted the company to advise that the state of Ohio has a lock on the account due to an audit The reverification for PIPP cannot be sent over Company advised that the account cannot be enrolled in PIPP until the reverification is received 06/21/17, PIPP reverification received from the agency PIPP default of $is due prior to reverification into the program 08/30/17, customer contacted the company concerning a disconnect notice Customer was advised a payment of $would be needed to stop the disconnection of service A payment of $is needed to recertify for the PIPP program Customer advised that $will be submitted 08/30/ The remaining $for the PIPP recertification will be paid on 09/03/ Company The customer was removed from PIPP due to no being current with PIPP payments on 01/12/ Customer was advised in March that no payment was needed to recertify but the income will need to be verified and a re-enrollment will need to be received by the company An enrollment was not received until 06/21/ When the enrollment was received, payments were needed prior to recertification The customer will need to contact the agency with a dispute about their process Currently, a payment of $ would now be needed to recertify for the program As bills issue and come due, the amount needed will change
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have spoken to a representative in regards to the poor customer service I have received.? It was stated to me that the representatives will be coachedTherefore I hope future customers will have an easier time retrieving their deposit.? Regards, [redacted]
The customer has not contacted the company to discuss a bill for $- Please advise the customer to contact the companyThe customer is on a bi monthly meter reading scheduled with some exceptions - per guidelines -? If a utility bills on a monthly basis, it may estimate usage of service every other billing month, so long as the utility provides a ratepayer with the opportunity to read the meter and report the quantity of usage in lieu of the estimated billThe customer does have options to estimated billsThe customer may provide readings via our automated system at [redacted] or the internet at [redacted] ( [redacted] ).? In addition,? the company does attempt to read all meters as scheduled, however sometimes there are circumstances beyond our control e.gaccess, storm restoration, extreme weather conditions, emergencies etcThe customer does have options to estimated billsThe customer may provide readings via our automated system at [redacted] or the internet at [redacted] ( [redacted] ).? The meter reading are considered accurate.? The customer has opened several PUC cases; most recently on 10/19/- this case was dismissed on 12/9/2016.The customer is? also on? budget billing -? The Equal Payment Plan (EPP) - The EPP is designed to make Residential Customer's monthly payments consistent throughout an entire year, leveling out seasonal highs and lows.The monthly payment amounts are based on previous invoiced history at the premise.The EPP amounts are reviewed every three (3) months Once 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.? A LIHEAP Cash Credit of $was received on 10/27/2016The customer is on PCAP, which provides low-income residential customer's of Met-Ed, Penelec & Penn Power with the following:•? Monthly credits to assist them with lowering their energy costs.•? One time opportunity is given at the time of their initial enrollment into PCAP, to eliminate their past due balance through monthly debt reduction in recognition of in full consumption bill paymentsThe monthly PCAP credit is determined by the customer total gross (before taxes) of all household income, main source of heating for the home, and annual energy burden (previous months of usage from the Premise).Based on the findings of the WARM Program audit the following was provided to the customer:•? A cu ft top mount energy efficient refrigerator•? wall mounted thermostats to better and more accurately control his electric baseboard heaters•? Smart Power Strip to automate the shutdown of peripherals associated with computer and entertainment equipment•? LED light bulbs (Mr [redacted] had already installed CFLs in the majority of his eligible home light fixtures)•? LED Nightlights•? Compact Fluorescent Light bulb (CFL)
I am rejecting this response because: The person whom is writing these responses is just writing and writing the same stuff to make themselves look productive Is Penelec trying to make a statement or something to that effect of a customer not agreeing with your Company and filing a complaint with the BCS? Also, I believe that the BCS numbers should not be listed on this document because they can be researched and my information be revealed I feel that the customer service level at Penelec is at all time low As you can see and read the responses from the Company in regards calling a customer rude, trying to throw it back in a customer's face of trying to file a complaint with a Government agency, additionally not being able to provide the very statements that are produced on a billing statement My initial resolution was asked for a supervisor to contact me in regards to the customer service issues that I am explaining to the Revdex.com
Initial Business Response / [redacted] (1000, 14, 2015/12/09) */ ***Document Attached [redacted] Ms [redacted] filed a BCS PAR on 9/3/and I responded with the following information Company records show Ms [redacted] has electric service in her name at [redacted] , [redacted] from 8/9/up to 3/23/and was issued a final bill on 3/24/for the total account balance of $due 4/14/2014, a copy of final bill has been attached The most current information the Company has is that the final outstanding balance at this property has been reduced to $ Background information regarding Ms [redacted] 's final account 12/2/- Tessa C [redacted] calling in to get service in her name when the representative required a security deposit of $the applicant advised she did not want to proceed with the application and service remained in the name of [redacted] 3/13/2014, a customer service representative rebilled Ms [redacted] 's account from 10/9/to 3/11/due to prior estimated bills based on an actual meter reading obtained which resulted in a balance owing of $ On 3/14/a general rebill letter was issued to Ms [redacted] advising of the rebilling of her account, copy attached On 3/17/2014, [redacted] called West Penn and said she lives at the property and took over service but left the account in the prior tenant's nameRepresentative advised MsK [redacted] that we would need to speak to the account holder to discuss bill On 3/20/2014, [redacted] called the Company regarding her daughter [redacted] account and advised she moved out in September and [redacted] has been living here since, Advised occupant was supposed to have service put in their name, but did notThe representative advised according to our records her daughter did not call to request move out therefore she would be responsible for outstanding bill at this propertyAdvised [redacted] can complete move out effective 3/31/after we post day occupancy notice for occupant of propertyCustomer was satisfied Service was removed from Ms [redacted] 's name effective 3/31/and occupancy notice posted at property On 8/27/2015, [redacted] , grandmother of [redacted] called regarding final account [redacted] The representative reviewed the final account information and advised there was a total of payments made from 9/23/to 3/4/on his account totaling $Advised the account was rebilled on 3/13/from 10/9/to 3/11/due to prior estimated bills based on an actual meter reading obtained which resulted in a balance owing of $Then the final bill was issued on 3/24/resulting in a total account balance of $Customer satisfied 8/27/2015, Later the same day, Company records reflect contact with [redacted] who called for outside collection agency telephone number to make payments which was providedCustomer was satisfied On 9/2/2015, [redacted] , Ms***'s grandmother called the Company and said her granddaughter had moved out of the prior property [redacted] , [redacted] in December but the person that moved in never put service in their nameThe representative reviewed the Company records and advised that her granddaughter never called to have service taken out of her name when she moved so unfortunately she would be responsible for the balance at the property up to 3/24/ Please note - The Company records indicate [redacted] called to establish service at [redacted] , [redacted] effective 2/12/ It is the Company's final position that Ms [redacted] is responsible for the balance of the account at [redacted] ., [redacted] up to 3/23/as she never called to request move out until her mother [redacted] had called to advise of the situation at this propertyThe mother told the Company she moved in September however the grandmother advised she moved December According to the Company records the current final bill at this property is currently $which indicates that Ms [redacted] has been making payments to the collection agency, Penn Credit Corp
Initial Business Response / [redacted] (1000, 7, 2016/02/23) */ Not a non-pay disconnect situationDisconnect notices are provided to customers when there is a pending disconnect for non-payment of serviceNot applicable in this case Initially it appeared to be tampering, due to meter damage and unbilled usage In review, a Supervisor determined that the damage more than likely happened prior to turn on for Mr [redacted] Only charging unmeter/unbilled usage With the damage, meter was not registering usage for almost months On 09/18/15, Mr [redacted] contacted to begin service on 9/22/ On 10/5/15, customer contacted the company to report partial lights and was advised to contact an electrician to check issue On 10/9/15, customer stated electrician made repairs; however, meter was not spinning at that timeCustomer was advised to contact the company after getting first bill and if no usage/meter was not working, it would be replacedThere was not a follow up call from the customer Unbilled usage for service from 10/5/to 2/10/(days) Residential calculation is days x kwhs a day = kwhs to be billed At each = $for unbilled usage since 10/5/ Customer is not being charged the $tamper feeA Supervisor determined that the damage more than likely happened prior to turn on Mr [redacted] However, Mr [redacted] is responsible for unmetered/unbilled usage since the 09/22/turn on request ***Service is on at this address/meter Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I am greatful that the Illuminating Company waived the tampering fee and restored service, I still feel that their estimated useage for the period in question is ludicrousAttached is my documentation showing that for the period prior to the electrical issues I used KWH, and after the meter issue was resolved I used KWHBased on these useage figures, there is no way I used 25KWH PER DAYAs such, I would like the Illuminating Company to adjust the so-called "estimated" billing to better reflect my historical power useage Final Business Response / [redacted] (4000, 11, 2016/03/07) */ The revenue protection calculator determines the amount of kwh to charge a customerWith unmetered service, the charge is automatically kwh per dayThese charges are explained in the TariffPage of 24, Section D: Fraudulent Practice, Tampering and Theft of ServiceIn the event of fraudulent practice, tampering, or theft of service by the customer, consumer or other person, the Company will comply with the provisions of Chapter 4901:1-20-of the Ohio Administrative Code entitled, Fraudulent Practice, Tampering, and Theft of Service." In these instances, the Company will assess a charge in the amount provided for in the Company's Tariff No75, Miscellaneous Charges, on file with the Public Utilities Commission Furthermore, the account is documented that the customer was not held responsible for tampering charges; however, was advised that he will be billed for usage On 03/02/16, a Supervisor contacted and spoke to [redacted] and explained that there will need to be at least one more actual meter reading on the meter to determine if an adjustment can be made, in the meantime a thirty collection hold was placed on the account
Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ The company has no record that the customer was doubled billed $34.98, as statedThe customer also has not contacted the company to dispute/discuss Customer is enrolled with an Alternate Supplier, Constellation Energy Services, Inc On the 01/26/billing, customer was charged/billed $company current charge and $Constellation Energy Services current charge, totaling $69.46, due 02/09/ Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never enrolled with Alternate Supplier, Constellation Energy Services, Incand demand a refund for the $ Final Business Response / [redacted] (4000, 9, 2016/02/03) */ Customer has been enrolled with Constellation Energy Services, Inc., since 08/21/A letter was also issued to the customer advising receipt of Constellation Energy Services enrollmentIf the customer is disputing charges from the supplier, the customer must contact Constellation Energy Services, IncThe company cannot speak on behalf of the supplier or their charges Final Consumer Response / [redacted] (2000, 11, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 receivedNew bill issued 7/14/15, which included a reminder of the past due balance and disconnect noticePayment 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
Service at [redacted] was under the name of [redacted] from 05/05/to 08/10/ Bills and termination notices were mailed to the service address, company received no returned mailCompany made numerous phone attempts when termination notices issued, but phone number invalid Service was disconnected for nonpayment on 08/10/ Final balance was $ The final bill was not paidOn 09/17/the balance was transferred to the customers active account 04/03/customer contacted the companyThe company reviewed the customer income and household information (income level 3)The customer was given a month agreement on the total account balance to pay monthly budget ($238) + $a month The company already provided longer agreement terms for the customerTypically an income level customer would be given up to months on an agreement, the company provided an agreement for monthsTell us why here
Initial Business Response / [redacted] (1000, 5, 2016/04/12) */ Company records reflect Mr [redacted] called CEI 1/19/and advised he would have ex-wife call to have service put in her name at [redacted] He did not request service to be canceled, therefore service remained on and billed in his name The service taken out of his effective 3/4/when a new person contacted CEI and applied for service at [redacted] The final account balance of $was transferred from [redacted] to his current address? CEI has no record of receiving a letter requesting service be canceled until 3/4/16, at which time there was already a pending order to cancel his service Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent two different letters notifying them to cancel my account and change over to the new ownerFirst letter written Defb 24, second letter written march They made no response to my lettersI have copies attached The first rep I spoke with at the ill cosaid she had a record of my letters Final Business Response / [redacted] (4000, 9, 2016/04/19) */ CEI stands by our original responseCEI has no record of receiving a letter in February requesting service be canceledThe first request CEI received was the letter received 3/4/16, at which time there was already a pending order to cancel his service
Initial Business Response / [redacted] (1000, 5, 2016/02/12) */ Contact Name and Title: Patricia S [redacted] Contact Phone: [redacted] Contact Email: [redacted] The customer enrolled with FirstEnergy Solutions, via the Northeast Ohio Public Energy Council (NOPEC), Community Savings ProgramThe offer was for 6% off of The Cleveland Electric Illuminating Company (CEI), price to compare (PTC), through the January, meter readThe offer included a $ETF On July 26, Opt- Out Letters were mailed to all eligible customersShould the customer wish not to enroll they were to return to the Opt-Out Letter by August 16, Having not received the customer's opt out letter power flow started on December 27, Attached please find a copy of the Opt-Out Letter, and the Terms and Conditions of the agreementAs a one-time courtesy FES, will waive the $ETF
Initial Business Response / [redacted] (1000, 5, 2016/05/26) */ Customer was assessed a deposit due to late payment history; the customer has not made full payment or payment arrangements for any given bill containing a previous balance for regulated service provided by that utility company The amount of $was determined based on 130% of the estimated annual average monthly bill for the customer's tariffed service for the ensuing twelve months A warning notice that a security deposit may be requested if payments continued to be paid after the due date was on the bill dated 04/22/under the section titled Messages, Important Notice Customer has the option of providing a guarantor in lieu of the deposit Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have paid every Bill in full for the month the bill was assessedThis is not what you do to customersI could understand if I did not pay my bill at all, but I do pay my bill If this business has done this to me how many other people do they do it too?? If something was going to be on my account they should have contacted me another wayI would have handled it sooner You can see the Payment history I have paid every bill for the month owed in full Final Business Response / [redacted] (4000, 9, 2016/06/03) */ Ohio Edison stands by our previous response Final Consumer Response / [redacted] (4200, 11, 2016/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have shown all the bills being paid, I have Paid every month in fullThey know I am the only one working, I have had PIPP on my account before and have had no problemsI have done this for years that I have had this company They are saying I have to pay this, I keep paying how I have been because it is how my checks are and I am a single mother, so I am paying them 255$ just becauseThey tell me once the 13th month comes up I receive it back IF every payment is on timeSO I am out that money This is terrible practiceI should not have to pay for this " security deposit" if I am paying my bill, late or not they are getting the month in full No other company does this
Initial Business Response / [redacted] (1000, 5, 2016/04/11) */ The customer was enrolled with the alternate supplier from Verde Energy USAThe customer was on rate ready billing with the supplierThe Distribution Company sends one bill to the customer, which includes both Distribution Company and Generation Supplier chargesThe generation supplier provides advance rate information to the utilityThe utility will perform the calculations for both parties' chargesPenelec purchases receivables from the alternate supplier, therefore the charges are owed the Penelec not Verde Energy The customer is currently on a low income program called PCAP and receives a credit toward the bill each month then the customer is responsible for the remaining balance each monthAt this time the monthly PCAP credit received is $Along with the monthly credit the customer can receive a forgiveness amount of $each time they pay the amount due on each billingThe forgiveness amount would pay off the balance that was deferred when enrolled into the PCAP program
The Company billed a security deposit to the account per Mon Power's tariff due to the customer's payment/credit history Late fees have applied to the account of the last months of billing history The customer was notified on the March bill that continued past due payments would result in a security deposit being assessed on the accountThe Company will offer the customer a one-time waiver of the security deposit Any future late payments could result in the security deposit being assessed to the account The current bill amount of is due 5-30- If paid past the due date, the security deposit will be assessed and another waiver will not be offered
Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ The customer has been advised to contact the Board of Public Utilities and advise them of potential slamming Constellation would be the Company to answer this inquiry or complaint
Initial Business Response / [redacted] (1000, 5, 2016/05/12) */ Account is on our commercial rate under JUSTIN K [redacted] REALTORCustomer initiated service with company effective 3/9/Customer's initial bill included a deposit in compliance with NJ Administrative Code [redacted] Deposits for service (d) and company tariff section Bill was not paid and a written notice was issued 4/19/due 5/3/That balance was not paid and service was shut off as a result [redacted] spoke to the company on 5/11/16, paid the balance due and service was restored The company's actions were in compliance with state codes and company tariff Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) We never received written notice that service would be shut offThe company will never work with us regarding lowering security deposits, secondary to us having multiple accounts with JCP&LWe spend thousands of dollars just on security deposits, let alone consumptionWe paid the almost $bill for this property because we had no choice, service would not be restoredIt's not fair to expect small business to continually produce that amount of money time and time again, we can't afford itWe always pay the consumption at the properties, not once has a bill not been paidFurthermore, this does not explain being transferred to multiple people within the company, and eventually being hung up onJust because JCP&L says we were sent written notice, doesn't mean we wereNo where on our online account for this address does it say service would be shut offFrankly, this is about the principal of the matter, just because JCP&L has a Monoppoly on electric utility service does not mean their customer service should be so horribleWe are still customers Final Business Response / [redacted] (4000, 9, 2016/05/17) */ The deposit is in compliance with NJ State laws and our tariffI will not include copies of correspondence with this response due to privacy restrictions but a termination letter was sent as described in my initial responseA copy is available and can be sent to the customer directly if requested
The Company did not receive prior notification of the customer's request to stop service.? Customer called on 2/27/and spoke to a Supervisor who reviewed our records and could not locate a call requesting service end.? Service was ended 2/28/18.? Bill is accurate and payable
The customer filed a PUC Complaint [redacted] on 5/15/regarding disconnection of service.? BCS [redacted] was closed/dismissed on 5/16/citing D as the customer's prior BCS complaint [redacted] was not satisfied and the PUC (BCS) was unable to set this customer up on another payment agreement.? ? Service remains off at this customer's property and the customer has an outstanding balance owing of $3299.98.? Company records indicate on 6/2/the Company received a? Formal complaint from this customer - [redacted] ? which is being handled by our Legal department.? ? ? ? ?
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 propertyCustomer 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 propertyRepresentative created shared metering notification and left message with the owner [redacted] III to contact meter department to schedule appointmentCustomer 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 customerHe 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 requestsCustomer 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 investigatedA 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 investigationAdvised 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 neededAnd 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 timeMeter [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 issuedCustomer did not respond and still insisted that he was not aware of the shared metering issue at this propertyThe 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]
? I am rejecting this response because: I never received the "phone messages" prior to termination of powerAt NO point did my husband use ANY racial slursOn 11/1/2016, when the supervisor called, I didn't answer because I was on hold with another MemployeeI tried to return the message left and was put back into the queMy biggest issue is that they admit that they give customers new account numbers every time that service is transferred to another residenceThat is ludicrousIf my balance followed me to my new address, then why in the world would I think that my account number changed?? If this is their practice, then they need to make customers aware? The fact that they were able to see that a payment was made via their website site in the amount agreed upon, they should have been more than willing to help meInstead, they told me it was my fault, refused to help me at all unless I paid $I? made a phone call and agreed to a payment arrangement and I followed through with my end of the dealThey acted as though I? completely neglected my responsibility and treated me like crap.? Where are their customer service values?? I made numerous phone calls on 11/1/and spoke to numerous members of M, including several supervisors.? I feel that they should be held responsible for their response to this situation? I missed work because of this incident
03/24/17, customer contacted the company concerning recertification into the PIPP program Company advised that no payment is due to recertify for the program The customer would need to verify income and have the agency send over the reverification for the program 03/29/17, customer contacted the company to advise that the state of Ohio has a lock on the account due to an audit The reverification for PIPP cannot be sent over Company advised that the account cannot be enrolled in PIPP until the reverification is received 06/21/17, PIPP reverification received from the agency PIPP default of $is due prior to reverification into the program 08/30/17, customer contacted the company concerning a disconnect notice Customer was advised a payment of $would be needed to stop the disconnection of service A payment of $is needed to recertify for the PIPP program Customer advised that $will be submitted 08/30/ The remaining $for the PIPP recertification will be paid on 09/03/ Company The customer was removed from PIPP due to no being current with PIPP payments on 01/12/ Customer was advised in March that no payment was needed to recertify but the income will need to be verified and a re-enrollment will need to be received by the company An enrollment was not received until 06/21/ When the enrollment was received, payments were needed prior to recertification The customer will need to contact the agency with a dispute about their process Currently, a payment of $ would now be needed to recertify for the program As bills issue and come due, the amount needed will change
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have spoken to a representative in regards to the poor customer service I have received.? It was stated to me that the representatives will be coachedTherefore I hope future customers will have an easier time retrieving their deposit.? Regards, [redacted]
The customer has not contacted the company to discuss a bill for $- Please advise the customer to contact the companyThe customer is on a bi monthly meter reading scheduled with some exceptions - per guidelines -? If a utility bills on a monthly basis, it may estimate usage of service every other billing month, so long as the utility provides a ratepayer with the opportunity to read the meter and report the quantity of usage in lieu of the estimated billThe customer does have options to estimated billsThe customer may provide readings via our automated system at [redacted] or the internet at [redacted] ( [redacted] ).? In addition,? the company does attempt to read all meters as scheduled, however sometimes there are circumstances beyond our control e.gaccess, storm restoration, extreme weather conditions, emergencies etcThe customer does have options to estimated billsThe customer may provide readings via our automated system at [redacted] or the internet at [redacted] ( [redacted] ).? The meter reading are considered accurate.? The customer has opened several PUC cases; most recently on 10/19/- this case was dismissed on 12/9/2016.The customer is? also on? budget billing -? The Equal Payment Plan (EPP) - The EPP is designed to make Residential Customer's monthly payments consistent throughout an entire year, leveling out seasonal highs and lows.The monthly payment amounts are based on previous invoiced history at the premise.The EPP amounts are reviewed every three (3) months Once 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.? A LIHEAP Cash Credit of $was received on 10/27/2016The customer is on PCAP, which provides low-income residential customer's of Met-Ed, Penelec & Penn Power with the following:•? Monthly credits to assist them with lowering their energy costs.•? One time opportunity is given at the time of their initial enrollment into PCAP, to eliminate their past due balance through monthly debt reduction in recognition of in full consumption bill paymentsThe monthly PCAP credit is determined by the customer total gross (before taxes) of all household income, main source of heating for the home, and annual energy burden (previous months of usage from the Premise).Based on the findings of the WARM Program audit the following was provided to the customer:•? A cu ft top mount energy efficient refrigerator•? wall mounted thermostats to better and more accurately control his electric baseboard heaters•? Smart Power Strip to automate the shutdown of peripherals associated with computer and entertainment equipment•? LED light bulbs (Mr [redacted] had already installed CFLs in the majority of his eligible home light fixtures)•? LED Nightlights•? Compact Fluorescent Light bulb (CFL)
I am rejecting this response because: The person whom is writing these responses is just writing and writing the same stuff to make themselves look productive Is Penelec trying to make a statement or something to that effect of a customer not agreeing with your Company and filing a complaint with the BCS? Also, I believe that the BCS numbers should not be listed on this document because they can be researched and my information be revealed I feel that the customer service level at Penelec is at all time low As you can see and read the responses from the Company in regards calling a customer rude, trying to throw it back in a customer's face of trying to file a complaint with a Government agency, additionally not being able to provide the very statements that are produced on a billing statement My initial resolution was asked for a supervisor to contact me in regards to the customer service issues that I am explaining to the Revdex.com
Initial Business Response / [redacted] (1000, 14, 2015/12/09) */ ***Document Attached [redacted] Ms [redacted] filed a BCS PAR on 9/3/and I responded with the following information Company records show Ms [redacted] has electric service in her name at [redacted] , [redacted] from 8/9/up to 3/23/and was issued a final bill on 3/24/for the total account balance of $due 4/14/2014, a copy of final bill has been attached The most current information the Company has is that the final outstanding balance at this property has been reduced to $ Background information regarding Ms [redacted] 's final account 12/2/- Tessa C [redacted] calling in to get service in her name when the representative required a security deposit of $the applicant advised she did not want to proceed with the application and service remained in the name of [redacted] 3/13/2014, a customer service representative rebilled Ms [redacted] 's account from 10/9/to 3/11/due to prior estimated bills based on an actual meter reading obtained which resulted in a balance owing of $ On 3/14/a general rebill letter was issued to Ms [redacted] advising of the rebilling of her account, copy attached On 3/17/2014, [redacted] called West Penn and said she lives at the property and took over service but left the account in the prior tenant's nameRepresentative advised MsK [redacted] that we would need to speak to the account holder to discuss bill On 3/20/2014, [redacted] called the Company regarding her daughter [redacted] account and advised she moved out in September and [redacted] has been living here since, Advised occupant was supposed to have service put in their name, but did notThe representative advised according to our records her daughter did not call to request move out therefore she would be responsible for outstanding bill at this propertyAdvised [redacted] can complete move out effective 3/31/after we post day occupancy notice for occupant of propertyCustomer was satisfied Service was removed from Ms [redacted] 's name effective 3/31/and occupancy notice posted at property On 8/27/2015, [redacted] , grandmother of [redacted] called regarding final account [redacted] The representative reviewed the final account information and advised there was a total of payments made from 9/23/to 3/4/on his account totaling $Advised the account was rebilled on 3/13/from 10/9/to 3/11/due to prior estimated bills based on an actual meter reading obtained which resulted in a balance owing of $Then the final bill was issued on 3/24/resulting in a total account balance of $Customer satisfied 8/27/2015, Later the same day, Company records reflect contact with [redacted] who called for outside collection agency telephone number to make payments which was providedCustomer was satisfied On 9/2/2015, [redacted] , Ms***'s grandmother called the Company and said her granddaughter had moved out of the prior property [redacted] , [redacted] in December but the person that moved in never put service in their nameThe representative reviewed the Company records and advised that her granddaughter never called to have service taken out of her name when she moved so unfortunately she would be responsible for the balance at the property up to 3/24/ Please note - The Company records indicate [redacted] called to establish service at [redacted] , [redacted] effective 2/12/ It is the Company's final position that Ms [redacted] is responsible for the balance of the account at [redacted] ., [redacted] up to 3/23/as she never called to request move out until her mother [redacted] had called to advise of the situation at this propertyThe mother told the Company she moved in September however the grandmother advised she moved December According to the Company records the current final bill at this property is currently $which indicates that Ms [redacted] has been making payments to the collection agency, Penn Credit Corp
Initial Business Response / [redacted] (1000, 7, 2016/02/23) */ Not a non-pay disconnect situationDisconnect notices are provided to customers when there is a pending disconnect for non-payment of serviceNot applicable in this case Initially it appeared to be tampering, due to meter damage and unbilled usage In review, a Supervisor determined that the damage more than likely happened prior to turn on for Mr [redacted] Only charging unmeter/unbilled usage With the damage, meter was not registering usage for almost months On 09/18/15, Mr [redacted] contacted to begin service on 9/22/ On 10/5/15, customer contacted the company to report partial lights and was advised to contact an electrician to check issue On 10/9/15, customer stated electrician made repairs; however, meter was not spinning at that timeCustomer was advised to contact the company after getting first bill and if no usage/meter was not working, it would be replacedThere was not a follow up call from the customer Unbilled usage for service from 10/5/to 2/10/(days) Residential calculation is days x kwhs a day = kwhs to be billed At each = $for unbilled usage since 10/5/ Customer is not being charged the $tamper feeA Supervisor determined that the damage more than likely happened prior to turn on Mr [redacted] However, Mr [redacted] is responsible for unmetered/unbilled usage since the 09/22/turn on request ***Service is on at this address/meter Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I am greatful that the Illuminating Company waived the tampering fee and restored service, I still feel that their estimated useage for the period in question is ludicrousAttached is my documentation showing that for the period prior to the electrical issues I used KWH, and after the meter issue was resolved I used KWHBased on these useage figures, there is no way I used 25KWH PER DAYAs such, I would like the Illuminating Company to adjust the so-called "estimated" billing to better reflect my historical power useage Final Business Response / [redacted] (4000, 11, 2016/03/07) */ The revenue protection calculator determines the amount of kwh to charge a customerWith unmetered service, the charge is automatically kwh per dayThese charges are explained in the TariffPage of 24, Section D: Fraudulent Practice, Tampering and Theft of ServiceIn the event of fraudulent practice, tampering, or theft of service by the customer, consumer or other person, the Company will comply with the provisions of Chapter 4901:1-20-of the Ohio Administrative Code entitled, Fraudulent Practice, Tampering, and Theft of Service." In these instances, the Company will assess a charge in the amount provided for in the Company's Tariff No75, Miscellaneous Charges, on file with the Public Utilities Commission Furthermore, the account is documented that the customer was not held responsible for tampering charges; however, was advised that he will be billed for usage On 03/02/16, a Supervisor contacted and spoke to [redacted] and explained that there will need to be at least one more actual meter reading on the meter to determine if an adjustment can be made, in the meantime a thirty collection hold was placed on the account
Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ The company has no record that the customer was doubled billed $34.98, as statedThe customer also has not contacted the company to dispute/discuss Customer is enrolled with an Alternate Supplier, Constellation Energy Services, Inc On the 01/26/billing, customer was charged/billed $company current charge and $Constellation Energy Services current charge, totaling $69.46, due 02/09/ Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never enrolled with Alternate Supplier, Constellation Energy Services, Incand demand a refund for the $ Final Business Response / [redacted] (4000, 9, 2016/02/03) */ Customer has been enrolled with Constellation Energy Services, Inc., since 08/21/A letter was also issued to the customer advising receipt of Constellation Energy Services enrollmentIf the customer is disputing charges from the supplier, the customer must contact Constellation Energy Services, IncThe company cannot speak on behalf of the supplier or their charges Final Consumer Response / [redacted] (2000, 11, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 receivedNew bill issued 7/14/15, which included a reminder of the past due balance and disconnect noticePayment 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
Service at [redacted] was under the name of [redacted] from 05/05/to 08/10/ Bills and termination notices were mailed to the service address, company received no returned mailCompany made numerous phone attempts when termination notices issued, but phone number invalid Service was disconnected for nonpayment on 08/10/ Final balance was $ The final bill was not paidOn 09/17/the balance was transferred to the customers active account 04/03/customer contacted the companyThe company reviewed the customer income and household information (income level 3)The customer was given a month agreement on the total account balance to pay monthly budget ($238) + $a month The company already provided longer agreement terms for the customerTypically an income level customer would be given up to months on an agreement, the company provided an agreement for monthsTell us why here
Initial Business Response / [redacted] (1000, 5, 2016/04/12) */ Company records reflect Mr [redacted] called CEI 1/19/and advised he would have ex-wife call to have service put in her name at [redacted] He did not request service to be canceled, therefore service remained on and billed in his name The service taken out of his effective 3/4/when a new person contacted CEI and applied for service at [redacted] The final account balance of $was transferred from [redacted] to his current address? CEI has no record of receiving a letter requesting service be canceled until 3/4/16, at which time there was already a pending order to cancel his service Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent two different letters notifying them to cancel my account and change over to the new ownerFirst letter written Defb 24, second letter written march They made no response to my lettersI have copies attached The first rep I spoke with at the ill cosaid she had a record of my letters Final Business Response / [redacted] (4000, 9, 2016/04/19) */ CEI stands by our original responseCEI has no record of receiving a letter in February requesting service be canceledThe first request CEI received was the letter received 3/4/16, at which time there was already a pending order to cancel his service
Initial Business Response / [redacted] (1000, 5, 2016/02/12) */ Contact Name and Title: Patricia S [redacted] Contact Phone: [redacted] Contact Email: [redacted] The customer enrolled with FirstEnergy Solutions, via the Northeast Ohio Public Energy Council (NOPEC), Community Savings ProgramThe offer was for 6% off of The Cleveland Electric Illuminating Company (CEI), price to compare (PTC), through the January, meter readThe offer included a $ETF On July 26, Opt- Out Letters were mailed to all eligible customersShould the customer wish not to enroll they were to return to the Opt-Out Letter by August 16, Having not received the customer's opt out letter power flow started on December 27, Attached please find a copy of the Opt-Out Letter, and the Terms and Conditions of the agreementAs a one-time courtesy FES, will waive the $ETF
Initial Business Response / [redacted] (1000, 5, 2016/05/26) */ Customer was assessed a deposit due to late payment history; the customer has not made full payment or payment arrangements for any given bill containing a previous balance for regulated service provided by that utility company The amount of $was determined based on 130% of the estimated annual average monthly bill for the customer's tariffed service for the ensuing twelve months A warning notice that a security deposit may be requested if payments continued to be paid after the due date was on the bill dated 04/22/under the section titled Messages, Important Notice Customer has the option of providing a guarantor in lieu of the deposit Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have paid every Bill in full for the month the bill was assessedThis is not what you do to customersI could understand if I did not pay my bill at all, but I do pay my bill If this business has done this to me how many other people do they do it too?? If something was going to be on my account they should have contacted me another wayI would have handled it sooner You can see the Payment history I have paid every bill for the month owed in full Final Business Response / [redacted] (4000, 9, 2016/06/03) */ Ohio Edison stands by our previous response Final Consumer Response / [redacted] (4200, 11, 2016/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have shown all the bills being paid, I have Paid every month in fullThey know I am the only one working, I have had PIPP on my account before and have had no problemsI have done this for years that I have had this company They are saying I have to pay this, I keep paying how I have been because it is how my checks are and I am a single mother, so I am paying them 255$ just becauseThey tell me once the 13th month comes up I receive it back IF every payment is on timeSO I am out that money This is terrible practiceI should not have to pay for this " security deposit" if I am paying my bill, late or not they are getting the month in full No other company does this
Initial Business Response / [redacted] (1000, 5, 2016/04/11) */ The customer was enrolled with the alternate supplier from Verde Energy USAThe customer was on rate ready billing with the supplierThe Distribution Company sends one bill to the customer, which includes both Distribution Company and Generation Supplier chargesThe generation supplier provides advance rate information to the utilityThe utility will perform the calculations for both parties' chargesPenelec purchases receivables from the alternate supplier, therefore the charges are owed the Penelec not Verde Energy The customer is currently on a low income program called PCAP and receives a credit toward the bill each month then the customer is responsible for the remaining balance each monthAt this time the monthly PCAP credit received is $Along with the monthly credit the customer can receive a forgiveness amount of $each time they pay the amount due on each billingThe forgiveness amount would pay off the balance that was deferred when enrolled into the PCAP program
The Company billed a security deposit to the account per Mon Power's tariff due to the customer's payment/credit history Late fees have applied to the account of the last months of billing history The customer was notified on the March bill that continued past due payments would result in a security deposit being assessed on the accountThe Company will offer the customer a one-time waiver of the security deposit Any future late payments could result in the security deposit being assessed to the account The current bill amount of is due 5-30- If paid past the due date, the security deposit will be assessed and another waiver will not be offered
Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ The customer has been advised to contact the Board of Public Utilities and advise them of potential slamming Constellation would be the Company to answer this inquiry or complaint
Initial Business Response / [redacted] (1000, 5, 2016/05/12) */ Account is on our commercial rate under JUSTIN K [redacted] REALTORCustomer initiated service with company effective 3/9/Customer's initial bill included a deposit in compliance with NJ Administrative Code [redacted] Deposits for service (d) and company tariff section Bill was not paid and a written notice was issued 4/19/due 5/3/That balance was not paid and service was shut off as a result [redacted] spoke to the company on 5/11/16, paid the balance due and service was restored The company's actions were in compliance with state codes and company tariff Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) We never received written notice that service would be shut offThe company will never work with us regarding lowering security deposits, secondary to us having multiple accounts with JCP&LWe spend thousands of dollars just on security deposits, let alone consumptionWe paid the almost $bill for this property because we had no choice, service would not be restoredIt's not fair to expect small business to continually produce that amount of money time and time again, we can't afford itWe always pay the consumption at the properties, not once has a bill not been paidFurthermore, this does not explain being transferred to multiple people within the company, and eventually being hung up onJust because JCP&L says we were sent written notice, doesn't mean we wereNo where on our online account for this address does it say service would be shut offFrankly, this is about the principal of the matter, just because JCP&L has a Monoppoly on electric utility service does not mean their customer service should be so horribleWe are still customers Final Business Response / [redacted] (4000, 9, 2016/05/17) */ The deposit is in compliance with NJ State laws and our tariffI will not include copies of correspondence with this response due to privacy restrictions but a termination letter was sent as described in my initial responseA copy is available and can be sent to the customer directly if requested