Company investigated and spoke to customer in March 2016by phone and by email Company also responded to a complaint filed with the Ohio Public Utilities Commission in May and August The debt is from customer’s former PIPP account from [redacted] in the amount of $ Dates of service 6/23/2000- 09/30/ Company cannot provide copy of bill, as the debt is too old, however company systems maintain account balances and payments made on accounts until the balance is satisfied Company has no record that customer paid the debt PIPP debts are collectible for years Ohio Edison has provided the Ohio Public Utilities Commission of screen prints from our billing system that show the total account balance, the service address, dates of service and PIPP enrollment information Ms [redacted] is responsible for the debt
Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ Customer finalized her service from a prior location 9/13/13, the amount of $(that included supplier charges) was not transferred to her new account Customer had been enrolled in PCAP and was removed 5/01/due to failure to recertify Customer was issued a letter 3/05/advising her it was time to recertifyThere was also a message on her 3/04/15-4/21/and 4/03/15-5/01/bills advising the customer it was time to recertify for PCAPCustomer was removed from the program 5/01/ Customer had received estimated bills in a row resulting in a higher catch up bill of $Customer had a credit of $resulting in a balance of $911.26.When a customer's meter is estimated, the usage will adjust out with the next actual meter readingIf a meter is under estimated, it would cause the next actual bill to be higherIf the meter is over estimated, the next actual bill would be lower Regarding the balance of $1242.00, the balance was part of the total unpaid final balance of $transferred from the customer's previous accountThis balance dispute was included in PUC Formal Complaint Docket# [redacted] , which was dismissed with prejudice for the customer's failure to prosecuteInformal case was also dismissed When customer moved to her most recent location the amount of $was transferred from her previous accountThe $are supplier charges that had to be transferred manuallyThese charges appeared on her 7/08/15-8/04/bill as misc chargesUnclear if customer is referring to this when she stated the amount of $ Our records indicate the customer owes the balancesShe has a poor payment history and her bills continue to accumulateEach time the customer moves the balances are transferred to her new account
Initial Business Response / [redacted] (1000, 9, 2015/12/07) */ According to the Company records the above addressed customer had electric service in her name from 12/3/to 10/18/Service was removed from her name due to a new customer's application for service effective 10/19/ The company records do not reflect that the customer ever called us to dispute the amount of her bills or to discuss any of her estimated bills The Company records reflect the Company is following the bi-monthly meter reading process with the exception of 2/20/(estimate caused by temperature extremes - Weather) and 8/21/(estimate caused by staffing issued coded as Misc.)Attached is a year bill statement which also shows after an actual meter reading was obtained on 9/22/the customer's account was rebilled from 7/22/to 9/22/accordingly Please note - Due to enhancements to our billing system after August when re billings are completed the prior read type code is no longer visible on the statementThe bill issued 9/24/was based on an actual meter reading of 33,The read type codes are reflected on the customer's bills Customer's bills are correct as renderedPlease advise the customer to contact Met-Ed's customer service department at [redacted] to discuss any billing issues regarding her finalled account Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Met Ed stated that I have only been a customer of theirs from onThis is true, to some extent, I moved into [redacted] on Dec Prior to this I lived at [redacted] from Dec to sometime in Prior to this, I had First Energy, a affiliate of Met Ed, at [redacted] and at [redacted] from 1993-2001.All of the above mentioned were under the name [redacted] , including [redacted] I re-married in and changed my last name to [redacted] As far as my estimated readings for Feb/March In Feb I mailed Met Ed a letter stating there was always a cleared path to the meter and the propane tank located about 4' FROM THE ELECTRIC METER, AND THAT THE BACK YARD WAS CLEARED FOR OUR DOGSThey were informed how to get from said path from the front sidewalk of the single wide mobile home instead of going through the back yard like they normally doThey chose to ignore my letter and provided me with another estimated bill for march.As far as August 2015, their mics staffing issues are not my problem, there was no reason the meter was not readIt also doesn't change the fact that in months I received actual readings, as proven by their attachment and also mineThis is far from Bi-MonthlyAs of today, Dec 14, I have still not received a final billI have not done a address change at the post office yet, so there is no reason to not have gotten said bill, and I have never once not gotten a bill or had one lost in the mailI would also like to add the new owners of [redacted] are still waiting for a first bill from Met Ed and had to call Met Ed several times in regards to thisAgain on August 30, Myself and my husband read our meter and the numbers were 30,My husband is a Electrician and a Contractor and we both know how to read a electric meter.On June 19,our actual read meter reading was 28,So for July and August we used KWH, about KWH pr month.What Met Ed is claiming is we consumed KWH from August to Sept 24, They are claiming from June-Sept KWH were consumed, about pr monthHow can this be? We did not run the central air or furnace, we changed all our light bulbs to LED bulbs in the beginning of Our appliances are years old and I had a timer on the fridge, it ran for hours every hoursPlus we purchased our new home on June and have mostly been there working on it and not at [redacted] muchNone of my actual read bills this year were anywhere near this amount and on my Aug bill it states the average monthly usage for was 1,and that we used 13,in the last monthsMy only conclusion is that in Sept 2015, Met Ed hacked or tampered with my meter.Attached is the following, a duplicate check from my account written to Met Ed on 7-5-to show I have been a customer much longer than Older duplicates can be provided if neededPictures of my last actual read bill in June showing my meter numbers and KWH used, and plainly states that my average monthly usage was 1,KWH not And a photo of my Dec PPL bill showing my actual usage of KWH used in daysThis is before we installed all LED light bulbs and we have been doing construction on the new homePlease advise Met Ed that I will not be contacting them by phone, and they can mail correspondence to [redacted] [redacted] I will get it one way or anotherAgain, I feel that Met Ed willnot be able to provide me a actual and honest final billEven their own attachments they show the estimated bills they sent me, one dated Sept 22, and one dated Oct 18,Please notice the meter numbers are 30,for Sept and for Oct And none are the actual reading I provided them in August of 30, Final Business Response / [redacted] (4000, 16, 2015/12/17) */ After a review of my response I noticed that I incorrectly stated the final reading the Company obtained for the rebilling performedThe final reading of the meter at this property was obtained on 10/22/at read of 31,However the statement provided reflect the rebilling performed on 10/27/was correct at the final bill reading was 31,which is based on the reading obtained on 10/22/prorated back to the move out date of 10/18/I apologize for the initial incorrect information however the billing statement that was attached shows that the customer's bills are correct and the rebilling of her account was completed correctly Final Consumer Response / [redacted] (4200, 18, 2015/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) One, I never received a final bill, only the estimated billsFrom how I see it on the billing statement provided by met ed, even though their estimates exceeded my actual usage, I am being billed again for July and AugustAnd it was stated by them in their rebuttal that on September I was given a actual read bill and it shows on their statement that they put my meter reading at 33,So this was not just a mistake, this was them trying to over charge meThis is why a smart meter needs to be installed at [redacted] Ms [redacted] finally received her first bill from met ed, October was a actual read bill, Nov was estimated and they are scheduled for another estimated bill in DecThis is their first home, and they've never had electric service priorThey are a young couple with a small child & should not have to go though the same as me with this companySo again, I'd like a actual final bill, and a smart meter installed at [redacted] in [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/10) */ [redacted] obtained service at [redacted] in her name on 4/21/The service was established with account number [redacted] Ms [redacted] contacted the company on 5/20/and requested service out of her name as of 5/27/The customer was issued a final bill, which was the only bill issued to the customer, for service from 4/21/to 5/27/with a balance due of $ On 7/30/2015, Ms [redacted] , contacted the company and stated that she received a phone call stating that she did not make the payment of $but she stated that the money was taken out of her bank accountThe customer was advised to send in a copy of their bank statement for the company to review On 8/5/2015, Ms [redacted] contacted the Company stating that she made the payment of $through her bank electronicallyHowever, when the customer made the payment they used the old account number under her ex-husbands nameThe customer would have had to update their bank with the new account numberThe payment resulted in a credit balance of $to the customer's ex-husband account which was transferred to his active accountMs [redacted] was advised that she would need to take this up with her ex-husband Unfortunately, Ms [redacted] would need to address this with her ex-husband as it was the customer's responsibility to update their account information with their bankThis was not a West Penn Power payment processing error Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will take this up with my ex-husband as I now have a response from the company stating that his account was in fact credited from the payment I made However, I would like to note my concerns with the way this was handled by west penn power #1) If the money was sent to a closed account on a residence, why was it automatically transferred without question to any other residence just because the former account owner happened to have service at another locationIt seems if any payment is made to a closed account that is paid in full it should be returned, and not automatically transferred to another location - regardless of who's name is on the account and if they have other open accounts for another residences #2) When I simply asked for a letter stating what had happened so I could address this with my ex-husband and have proof that this did indeed happen, I was told I was going to have to get a subpeona for that letterIf the company truly felt it did nothing wrong in applying that credit towards another residence, why would they require a subpeona in order to provide documentation of what happened? #3) I was treated like a criminal and it on the phone because the company did not want to admit any fault in this whatsoever or provide me with any help in getting that money credited to the write payeeThere was total disregard for the fact that I was now out $and to bring my account up-to-date would have to pay another $I was told because I was honest with them and told them I was going through a divorce is why they could not help meSo, what they are essentially saying is next time lie and then we would have moved it no questions askedthat doesn't sit well with me and doesn't show them as a company with integrity
Potomac Edison Lines Supervisor, went to the customer's property today 06/18/18? and he also talked to the contractor, [redacted] , who had repaired the customer's yard both last fall, as well as went back and repaired again this spring, knowing the weather would have damaged the fall seeding.? ? When the contractor came back in the spring to repair the yard, [redacted] stopped them from working because she didn't think they were putting down the proper grass seed.? The owner of [redacted] talked to the customer, [redacted] several times, and had explained to her that he was putting down Kentucky grass seed, as well as a matting that would keep the seed down.? She said she wanted the same grass seed that they put on her neighbor's yard.? He explained to her that is what his men were doing, same grass seed, etc., when she stopped them.? She agreed then to let them proceed.? He also told her not to cut the new grass; it would need to mature and seed.? He did a site visit last week and found that the customer had cut the grass, which would not only damage the new grass, but would also discontinue some of the natural seeding process.? ? He also gave the customer his name and phone number and told her to call him if she had any questions or problems.? She did not call him at any time to let him know her concerns.? This was a large project in the customer's development, and all of the surrounding yards were repaired around the same time frame.? The other yards have seeded and grown, and no other complaints have been filed ? Potomac Edison feels our contractor has done all he can do to satisfy this customer and had told her to call him if she had any questions and/or problems, which she did not do.? He had also advised her not to cut that area of grass.? The customer ignored his advice and did go ahead and cut the new grass area, which we feel would have interrupted the seeding process
Initial Business Response / [redacted] (1000, 5, 2016/04/05) */ [redacted] was enrolled with FirstEnergy Solutions, an Alternate Supplier, from 05/16/to 01/14/ On 01/15/16, customer began service with AEP Energy Inc., an Alternate Supplier Ohio Edison cannot speak on behalf of the Alternate Supplier, FirstEnergy Solutions, or regarding their charges/feesThe customer would need to dispute this with FirstEnergy Solutions
Initial Business Response / [redacted] (1000, 12, 2016/03/31) */ 11/4/email received about his budget (EPP) balance increasing during the slowest month for electric and requested a detailed reason whyThe company responded advising the EPP amount increased in order to cover the remaining actual account balance and future chargesYou are coming up on your EPP annual review in JanuaryAt that time, you will be required to bring the account balance to 11/5/email received asking why this isn't in the message center as this should be fully disclosed and not hiddenThe company replied stating we are unsure of your current request and asked for more information in regard to this request 11/6/email received stating we didn't put the correct reason on his bill but simply put reviewed bill and raising itBut your rep says its close of the year and the balance needs to be You need to put this on the bill instead of hiding itAnd if you kept a true balanced EPP I'd not owe extraEstimations are off compared to actual usageThe company replied Our original reply states that your annual review is in January and your account balance will be brought to This will be reflected under a line item Payment Plan BalanceThis past month was simply a quarterly review and it was determined that your EPP amount would be raised just as the message on your bill statedYou have the option to cancel the EPP if you are unhappy with it and pay your actual usage instead 11/9/email received stating he never said he was unhappy with the EPP and wants to know why the bill does not fully disclose the real reason why the rate went upThe company replied The EPP is designed to make a customer's monthly payments consistent throughout the year rounding out seasonal highs/lowsThe EPP amount is based on the past billing periods of the premise and is reviewed quarterly and adjusted accordinglyCustomers are notified of the change the month prior to the increase/decreaseOn your 10/29/bill in the Messages section it states that the account has been reviewed and your payment amount has been adjusted to better match your actual usageIn your case the EPP amount increasedThe Actual Account Balance is listed on each bill under the Amount DueIf you are unable to determine the reason for the increase/decrease please contact us so we can provide a detailed explanation 11/10/email received stating I understand how EPP worksI'm not happy about the way it's listed on the bill vs the way you make it soundYou over estimate the estimated months compared to last year causing the overage vs actual usageThe company replied You can remove the EPP at anytime and account balance would become due on next bill 11/12/email received asking Why he gets the same answersThe email was forwarded to a supervisor due to the back and forth who tried to contact the customer and left her direct number for a return callAn email was sent advising The PAPUC approved a rate increase effective 5/13/and can be seen on the June invoiceThe EPP increase was due to the difference what we actually billed while on EPP and the actual consumption usedYour contract with FirstEnergy Solution's ended; however, this had no bearing on our rate increase May ' 1/12/email received advising that he is paying his bill in protest of the company EPP policy, the way estimation is completed, the failure of a supervisor to call him back, and the overall horrible communicationThe customer talks about the Cleveland Browns sponsorshipHe continues to write that his EPP was raised to cover the usage, however, the EPP was not kept throughout the yearHe feels the over estimation is causing his bill to be increased and he has no control over itHe is expecting a quick response and resolution that is favorable as poor customer service is starting to be the company pillarA company supervisor replied advising that she personally called and provided him her direct number in November 'and emailed him back addressing his concernsShe stated that she feels his concerns were addressed and accurate information was providedShe offered to discuss his account with him and provided her direct number againThe supervisor also called and left a message for the customer 1/14/email received advising since his questions still linger than the supervisor failed to do her jobHe states he did call her back and she never returned his callHe feels he is getting the short end of the stick and customer service department has failed and asked for his email be elevated higher than the supervisorThe supervisor replied advising that the customer confirmed that he understands how the EPP works and we understand that he is not satisfied with how it is listed on his billsHis concerns will be escalated but we need exact questions and to better serve him we should discuss this over the phone to make sure we are on the same pageThe supervisor asked him to reply with the best contact number and time 1/18/email received advising that customer service is not to blame the customer or try to use anything against the customerHe states his concerns are about how the company uses the estimation on the off months vs the actual usageSecond he feels that he wants this escalated as he feels that his questions are not being answered and the supervisor is just trying to fill the situation with hot airHe advised he will reply with exact questions to another department above supervisorHe also said he is at a deadlock with the customer service department about issues and horrible customer service providedHe asked for a formal request for help from the executive office and the information/address for the CEOThe information was forwarded to Corporate Customer AdvocateShe reached out to the compliance department as there was a PUC complaint on the account to obtain the information for the complaintThe information was provided as requestedThe corporate representative called the customer and a message was leftA 2nd call was made and a woman answered and said that she does not know the customerThe supervisor also replied to the email advising that his concerns were forwarded to our Corporate Office and they attempted to contact him but was unsuccessfulThey asked to verify the number we have for him and provided the mailing address as requested 1/21/email received asking why he had not been responded toThe supervisor replied advising his information was forwarded to the corporate customer advocate 2/23/the customer called back in response to the 2/3/message the corporate customer advocate left to discuss the billing statement sent per his requestHe insists our EPP procedure is wrong and expects us to correct itTried going over his bills from November forward but he interrupts and raises his voice demanding that we correct our EPPExplained the EPP reviews but he stated we are reviewing several times in a quarterHe said he is going to call or write the president and ended the call 2/24/email received advising the payment just made is being made under protest due to the lack of concern the customer service team and understanding by the Customer AdvocateHe hopes someone above the Customer Advocate would care to listen to his concerns without using horrible customer service tacticsThe supervisor advised the customer since he filed a PUC Complaint he should contact them 3/1/email received asking the supervisor not to reply to his emails since his complaint is about herThis information was forwarded to the corporate customer advocate 3/4/email received about his EPP amount changing without any comments in the message boxHe would like a complete sound answer and not from the supervisor The company does attempt to read all meters as scheduled and does do bi-monthly planned estimatesThe customer does have options to avoid estimated bills by providing readingsWhen the customer is on the EPP, they will pay their monthly EPP amount no matter if the bill is estimated or actual for that monthWhen estimated the next actual reading will reflect the over/under estimate form the month prior if it was out of lineBeing on the EPP the customer still pays the same amount over the month period as he would if he was not on the EPP The company has attempted numerous times to discuss with the customer however he wants the company to change the way the EPP works and the estimation process and will not be satisfied until that is doneThe company is not changing the way these items work at this timeHis concerns have been sent to the proper departments who review these processesThe customers EPP is reviewed quarterly and adjusted accordingly like all other PA customers who are enrolled in EPP The customer did file a complaint with the PAPUCHis case was dismissed as the company is allowed to estimate the bills and adjust the EPP amount as necessary Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from First EnergyAs you can see with a period of emails over months, they still do not feel that customer service is their pillar of their organization Several times I have attempted to discuss my concerns with SUpervisors withis company, but I get the same people time in and time outI have requested several times for different people to hear my concerns and address them accordinglyTime after time they refuse to provide this information I am asking for the Revdex.com to provide a resolution in this to create a channel for me to discuss my issues with Penelec with someone who is not the Customer Advocate and not a supervisor The way the company does the EPP and billing is very skewed as it states above Final Business Response / [redacted] (4000, 16, 2016/04/18) */ The company has attempted to contact the customer numerous times and have not been successfulMessages have been left for the customer with a direct dial phone numberThe customer returned a call and asked to be contacted on 04/18/on his cell phone at 2:30pmMeanwhile he called back earlier in the day and left messages asking to be called back on 04/19/between 8am and 9amAnother message was left by the company advising that the person who has been trying to contact them will not be available during that time period and that someone else would be contacting him The company will make a final attempt to address the company position with the customerThe company position is not going to changeThe process for our billing and budget plans are being followed as regulated Final Consumer Response / [redacted] (2000, 20, 2016/04/20) */
Company was locate the property The service at the location has an outstanding unpaid balance of over $1,000.00, therefore when [redacted] contacted the Company to apply for service, proof of ownership was requested Mr [redacted] stated he purchased the property from [redacted] and Company requested legal documentation; copy of legal deed, bill of sale or title Also Mr [redacted] has an outstanding past due balance that would need paid before service is granted as well This information was provided to him by Company on several occasions After all past due balances are paid in full and legal proof of ownership is received/reviewed, Company will grant service
Initial Business Response / [redacted] (1000, 8, 2015/12/01) */ As a matter of background, the customer is on the company's budget billing program or Equal Payment Plan The Equal Payment Plan (EPP) is a program for Residential Customer requesting monthly budget billing The EPP is designed to make Residential Customer's monthly payments consistent throughout an entire year, leveling out seasonal highs and lows Customer's budget amount is based on a month average bill that is reviewed during the 3rd, 6th and 9th month and adjusted as needed An adjustment in customer's monthly amount could be the result of a change in customer's usage, a change in the rates, or extreme weather conditions 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 [redacted] On 11/10/2014, the customer's account was set up on the EPP being at $ The customer was also on a company payment plan to pay $toward a back balance On 3/5/2015, the customer called in regard to the usage at the property A company representative reviewed the account, usage history, meter readings and offered to complete a Customer Billing Analysis to help identify the primary consumers of electricity in the house; however, the customer declined the Customer Billing Analysis The customer claimed the meter was spinning rapidly; the company representative explained the option of a meter test; however the customer declined and wanted to speak with a Supervisor The Supervisor also reviewed the account, usage history, meter readings and offered to complete a Customer Billing Analysis to help identify the primary consumers of electricity in the house; however, the customer declined the Customer Billing Analysis The Supervisor explained the budget amount of $was in line with the average monthly Bill amounts ($303.00)The Supervisor explained the high usage is typically in the summer (or warmer) months The customer claimed the meter was spinning rapidly; the Supervisor reiterated the option of a meter test; however the customer declined The Supervisor also review monthly usage and payments Furthermore, the Supervisor offered energy savings information, however, the customer declined the information as well On 10/22/2015, the customer called to further discuss the usage at the property The company representative reviewed the account, usage history and meter readings The customer wanted to know if the company could determine what was using the electricity The company representative explained the company cannot visit the home; however, the representative did explain the customer could perform a breaker test (the breaker test was explained) to help determine what item(s) could be consuming the most electricity The company representative attempted to educate the customer by offering energy savings information (two brochures: Understanding Electricity Usage/Cost and More than Ways to Improve Your Electric Bill); however, the customer declined The customer was also referred to the company's online Energy/Billing Analyzer at [redacted] On 11/5/2015, the customer called to further discuss the usage at the property The customer wanted the company to determine what the primary consumer of electricity was in the home The company representative explained the company could not go into home to test customer's owned equipment and or appliances The company representative confirmed that a meter test could be done, since the meter is company owed; however, the customer declined and requested a Supervisor It appears the customer disconnected the call before speaking with a Supervisor [redacted] Additional calls have been collections related The company has offered to complete a Customer Billing Analysis to help identify the primary consumers of electricity in the home; however, the customer declined The customer was offered energy efficiency and savings information; however, the customer declined The customer was offered a meter test; however, the customer declined The customer would need to contact the company to complete a Customer Billing Analysis (CBA) and/or discuss the option for a meter test
Service at [redacted] ***, [redacted] was in Ms [redacted] ’s name from 5/20/to 9/5/17.? Service was taken out of Ms [redacted] ’s name as of 9/5/17.? ? Initially the service at the location was placed in the name of [redacted] or [redacted] however, the customer then called and placed the service into the estate.? The final bill issue for Ms [redacted] was issued on 9/7/ for an amount of $48.28.? This bill was emailed.? A payment of $was attempted to be deducted on 9/19/17, which was for the bill issued on 8/30/17, however, this payment was returned on 9/22/for the account being closed.? A returned check fee of $was assessed.? On 10/2/17, [redacted] contacted the Company concerning the account and the returned check.? Mr [redacted] was upset about the returned check fee.? The company reversed the fee.? At this time the address was not changed.? ? Mr [redacted] contacted the company on 11/7/concerning a call from a collection agency.? M pulled the balance from the collection agency and placed the correct mailing address on the account.? The company sent a copy of the final bill to [redacted] , [redacted] ***.? The Company offered a credit of $toward the final balance however Mr [redacted] declined.?
Initial Business Response / [redacted] (1000, 5, 2016/02/24) */ The installation required an inspection from the local township inspectorThe cut in card was received on 2/10, on 2/the customer was advised the address was incorrect and needed to be corrected and reissuedThe new cut in card was received on 2/and the meter was set on 2/Compensation is not applicableI left a message for the customer with my direct number
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Spoke to Mrsdisputed amount further investigated and position reversed based on additional information providedMrs is satisfied
The Customer established service at [redacted] on 4/7/ The customer was issued a bill on 3/7/for service from 2/6/to 3/5/based on an actual reading for an amount of $ We show that the prior month(s) bill was based on an estimate and the current bill is based on an actual meter reading Based on the amount of the current bill, we can conclude that the prior month(s) bill was more than likely underestimated and the usage has caught up on this billEstimates for residential customers are calculated using the prior year or the prior month, plus a weather correcting factor This location had minimal usage the prior year due to the service being in the landlord's name To avoid estimated bills the customer has the option of contacting the company and providing a meter reading for scheduled estimated months This will prevent any under or over estimated bills The customer is enrolled with an alternate supplier, Clearview Electric, as of 10/20/ An alternate supplier is the company that generates and/or markets electricity The distribution company is the company that distributes electricity from the transmission lines to the customer The customer's bill includes both charges for the alternate supplier and distribution portion of their bills
Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ I contacted the customer [redacted] today I advised we received the Revdex.com complaint and explained we are regulated by the BPUThe customer was confused by the billed amount and the security deposit installment planI clarified the EPP I explained how to read the bill, where to find the EPP information, how to locate the actual account balance I also explained this is a month program that reviews at months it has the ability to change based on the actual usageI advised the customer could call to be removed from the budget if they wanted to pay the actual account balanceI explained the security deposit is now paid in fullI explained the balance due is $due 3/15/I placed a hold on the account until the next due date 4/12/The customer will be billed the $on 3/28/The customer thanked me for calling and explaining her bill
I am rejecting this response because: Someone has to be responsible for what happened to our stuf
!
Company investigated and spoke to customer in March 2016by phone and by email Company also responded to a complaint filed with the Ohio Public Utilities Commission in May and August The debt is from customer’s former PIPP account from [redacted] in the amount of $ Dates of service 6/23/2000- 09/30/ Company cannot provide copy of bill, as the debt is too old, however company systems maintain account balances and payments made on accounts until the balance is satisfied Company has no record that customer paid the debt PIPP debts are collectible for years Ohio Edison has provided the Ohio Public Utilities Commission of screen prints from our billing system that show the total account balance, the service address, dates of service and PIPP enrollment information Ms [redacted] is responsible for the debt
A representative spoke to the customer and is negotiating an amicable settlementThe customer has expressed satisfaction with the interaction
Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ Customer finalized her service from a prior location 9/13/13, the amount of $(that included supplier charges) was not transferred to her new account Customer had been enrolled in PCAP and was removed 5/01/due to failure to recertify Customer was issued a letter 3/05/advising her it was time to recertifyThere was also a message on her 3/04/15-4/21/and 4/03/15-5/01/bills advising the customer it was time to recertify for PCAPCustomer was removed from the program 5/01/ Customer had received estimated bills in a row resulting in a higher catch up bill of $Customer had a credit of $resulting in a balance of $911.26.When a customer's meter is estimated, the usage will adjust out with the next actual meter readingIf a meter is under estimated, it would cause the next actual bill to be higherIf the meter is over estimated, the next actual bill would be lower Regarding the balance of $1242.00, the balance was part of the total unpaid final balance of $transferred from the customer's previous accountThis balance dispute was included in PUC Formal Complaint Docket# [redacted] , which was dismissed with prejudice for the customer's failure to prosecuteInformal case was also dismissed When customer moved to her most recent location the amount of $was transferred from her previous accountThe $are supplier charges that had to be transferred manuallyThese charges appeared on her 7/08/15-8/04/bill as misc chargesUnclear if customer is referring to this when she stated the amount of $ Our records indicate the customer owes the balancesShe has a poor payment history and her bills continue to accumulateEach time the customer moves the balances are transferred to her new account
Initial Business Response / [redacted] (1000, 9, 2015/12/07) */ According to the Company records the above addressed customer had electric service in her name from 12/3/to 10/18/Service was removed from her name due to a new customer's application for service effective 10/19/ The company records do not reflect that the customer ever called us to dispute the amount of her bills or to discuss any of her estimated bills The Company records reflect the Company is following the bi-monthly meter reading process with the exception of 2/20/(estimate caused by temperature extremes - Weather) and 8/21/(estimate caused by staffing issued coded as Misc.)Attached is a year bill statement which also shows after an actual meter reading was obtained on 9/22/the customer's account was rebilled from 7/22/to 9/22/accordingly Please note - Due to enhancements to our billing system after August when re billings are completed the prior read type code is no longer visible on the statementThe bill issued 9/24/was based on an actual meter reading of 33,The read type codes are reflected on the customer's bills Customer's bills are correct as renderedPlease advise the customer to contact Met-Ed's customer service department at [redacted] to discuss any billing issues regarding her finalled account Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Met Ed stated that I have only been a customer of theirs from onThis is true, to some extent, I moved into [redacted] on Dec Prior to this I lived at [redacted] from Dec to sometime in Prior to this, I had First Energy, a affiliate of Met Ed, at [redacted] and at [redacted] from 1993-2001.All of the above mentioned were under the name [redacted] , including [redacted] I re-married in and changed my last name to [redacted] As far as my estimated readings for Feb/March In Feb I mailed Met Ed a letter stating there was always a cleared path to the meter and the propane tank located about 4' FROM THE ELECTRIC METER, AND THAT THE BACK YARD WAS CLEARED FOR OUR DOGSThey were informed how to get from said path from the front sidewalk of the single wide mobile home instead of going through the back yard like they normally doThey chose to ignore my letter and provided me with another estimated bill for march.As far as August 2015, their mics staffing issues are not my problem, there was no reason the meter was not readIt also doesn't change the fact that in months I received actual readings, as proven by their attachment and also mineThis is far from Bi-MonthlyAs of today, Dec 14, I have still not received a final billI have not done a address change at the post office yet, so there is no reason to not have gotten said bill, and I have never once not gotten a bill or had one lost in the mailI would also like to add the new owners of [redacted] are still waiting for a first bill from Met Ed and had to call Met Ed several times in regards to thisAgain on August 30, Myself and my husband read our meter and the numbers were 30,My husband is a Electrician and a Contractor and we both know how to read a electric meter.On June 19,our actual read meter reading was 28,So for July and August we used KWH, about KWH pr month.What Met Ed is claiming is we consumed KWH from August to Sept 24, They are claiming from June-Sept KWH were consumed, about pr monthHow can this be? We did not run the central air or furnace, we changed all our light bulbs to LED bulbs in the beginning of Our appliances are years old and I had a timer on the fridge, it ran for hours every hoursPlus we purchased our new home on June and have mostly been there working on it and not at [redacted] muchNone of my actual read bills this year were anywhere near this amount and on my Aug bill it states the average monthly usage for was 1,and that we used 13,in the last monthsMy only conclusion is that in Sept 2015, Met Ed hacked or tampered with my meter.Attached is the following, a duplicate check from my account written to Met Ed on 7-5-to show I have been a customer much longer than Older duplicates can be provided if neededPictures of my last actual read bill in June showing my meter numbers and KWH used, and plainly states that my average monthly usage was 1,KWH not And a photo of my Dec PPL bill showing my actual usage of KWH used in daysThis is before we installed all LED light bulbs and we have been doing construction on the new homePlease advise Met Ed that I will not be contacting them by phone, and they can mail correspondence to [redacted] [redacted] I will get it one way or anotherAgain, I feel that Met Ed willnot be able to provide me a actual and honest final billEven their own attachments they show the estimated bills they sent me, one dated Sept 22, and one dated Oct 18,Please notice the meter numbers are 30,for Sept and for Oct And none are the actual reading I provided them in August of 30, Final Business Response / [redacted] (4000, 16, 2015/12/17) */ After a review of my response I noticed that I incorrectly stated the final reading the Company obtained for the rebilling performedThe final reading of the meter at this property was obtained on 10/22/at read of 31,However the statement provided reflect the rebilling performed on 10/27/was correct at the final bill reading was 31,which is based on the reading obtained on 10/22/prorated back to the move out date of 10/18/I apologize for the initial incorrect information however the billing statement that was attached shows that the customer's bills are correct and the rebilling of her account was completed correctly Final Consumer Response / [redacted] (4200, 18, 2015/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) One, I never received a final bill, only the estimated billsFrom how I see it on the billing statement provided by met ed, even though their estimates exceeded my actual usage, I am being billed again for July and AugustAnd it was stated by them in their rebuttal that on September I was given a actual read bill and it shows on their statement that they put my meter reading at 33,So this was not just a mistake, this was them trying to over charge meThis is why a smart meter needs to be installed at [redacted] Ms [redacted] finally received her first bill from met ed, October was a actual read bill, Nov was estimated and they are scheduled for another estimated bill in DecThis is their first home, and they've never had electric service priorThey are a young couple with a small child & should not have to go though the same as me with this companySo again, I'd like a actual final bill, and a smart meter installed at [redacted] in [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/10) */ [redacted] obtained service at [redacted] in her name on 4/21/The service was established with account number [redacted] Ms [redacted] contacted the company on 5/20/and requested service out of her name as of 5/27/The customer was issued a final bill, which was the only bill issued to the customer, for service from 4/21/to 5/27/with a balance due of $ On 7/30/2015, Ms [redacted] , contacted the company and stated that she received a phone call stating that she did not make the payment of $but she stated that the money was taken out of her bank accountThe customer was advised to send in a copy of their bank statement for the company to review On 8/5/2015, Ms [redacted] contacted the Company stating that she made the payment of $through her bank electronicallyHowever, when the customer made the payment they used the old account number under her ex-husbands nameThe customer would have had to update their bank with the new account numberThe payment resulted in a credit balance of $to the customer's ex-husband account which was transferred to his active accountMs [redacted] was advised that she would need to take this up with her ex-husband Unfortunately, Ms [redacted] would need to address this with her ex-husband as it was the customer's responsibility to update their account information with their bankThis was not a West Penn Power payment processing error Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will take this up with my ex-husband as I now have a response from the company stating that his account was in fact credited from the payment I made However, I would like to note my concerns with the way this was handled by west penn power #1) If the money was sent to a closed account on a residence, why was it automatically transferred without question to any other residence just because the former account owner happened to have service at another locationIt seems if any payment is made to a closed account that is paid in full it should be returned, and not automatically transferred to another location - regardless of who's name is on the account and if they have other open accounts for another residences #2) When I simply asked for a letter stating what had happened so I could address this with my ex-husband and have proof that this did indeed happen, I was told I was going to have to get a subpeona for that letterIf the company truly felt it did nothing wrong in applying that credit towards another residence, why would they require a subpeona in order to provide documentation of what happened? #3) I was treated like a criminal and i
t on the phone because the company did not want to admit any fault in this whatsoever or provide me with any help in getting that money credited to the write payeeThere was total disregard for the fact that I was now out $and to bring my account up-to-date would have to pay another $I was told because I was honest with them and told them I was going through a divorce is why they could not help meSo, what they are essentially saying is next time lie and then we would have moved it no questions askedthat doesn't sit well with me and doesn't show them as a company with integrity
Potomac Edison Lines Supervisor, went to the customer's property today 06/18/18? and he also talked to the contractor, [redacted] , who had repaired the customer's yard both last fall, as well as went back and repaired again this spring, knowing the weather would have damaged the fall seeding.? ? When the contractor came back in the spring to repair the yard, [redacted] stopped them from working because she didn't think they were putting down the proper grass seed.? The owner of [redacted] talked to the customer, [redacted] several times, and had explained to her that he was putting down Kentucky grass seed, as well as a matting that would keep the seed down.? She said she wanted the same grass seed that they put on her neighbor's yard.? He explained to her that is what his men were doing, same grass seed, etc., when she stopped them.? She agreed then to let them proceed.? He also told her not to cut the new grass; it would need to mature and seed.? He did a site visit last week and found that the customer had cut the grass, which would not only damage the new grass, but would also discontinue some of the natural seeding process.? ? He also gave the customer his name and phone number and told her to call him if she had any questions or problems.? She did not call him at any time to let him know her concerns.? This was a large project in the customer's development, and all of the surrounding yards were repaired around the same time frame.? The other yards have seeded and grown, and no other complaints have been filed ? Potomac Edison feels our contractor has done all he can do to satisfy this customer and had told her to call him if she had any questions and/or problems, which she did not do.? He had also advised her not to cut that area of grass.? The customer ignored his advice and did go ahead and cut the new grass area, which we feel would have interrupted the seeding process
Initial Business Response / [redacted] (1000, 5, 2016/04/05) */ [redacted] was enrolled with FirstEnergy Solutions, an Alternate Supplier, from 05/16/to 01/14/ On 01/15/16, customer began service with AEP Energy Inc., an Alternate Supplier Ohio Edison cannot speak on behalf of the Alternate Supplier, FirstEnergy Solutions, or regarding their charges/feesThe customer would need to dispute this with FirstEnergy Solutions
I am rejecting this response because:
Initial Business Response / [redacted] (1000, 12, 2016/03/31) */ 11/4/email received about his budget (EPP) balance increasing during the slowest month for electric and requested a detailed reason whyThe company responded advising the EPP amount increased in order to cover the remaining actual account balance and future chargesYou are coming up on your EPP annual review in JanuaryAt that time, you will be required to bring the account balance to 11/5/email received asking why this isn't in the message center as this should be fully disclosed and not hiddenThe company replied stating we are unsure of your current request and asked for more information in regard to this request 11/6/email received stating we didn't put the correct reason on his bill but simply put reviewed bill and raising itBut your rep says its close of the year and the balance needs to be You need to put this on the bill instead of hiding itAnd if you kept a true balanced EPP I'd not owe extraEstimations are off compared to actual usageThe company replied Our original reply states that your annual review is in January and your account balance will be brought to This will be reflected under a line item Payment Plan BalanceThis past month was simply a quarterly review and it was determined that your EPP amount would be raised just as the message on your bill statedYou have the option to cancel the EPP if you are unhappy with it and pay your actual usage instead 11/9/email received stating he never said he was unhappy with the EPP and wants to know why the bill does not fully disclose the real reason why the rate went upThe company replied The EPP is designed to make a customer's monthly payments consistent throughout the year rounding out seasonal highs/lowsThe EPP amount is based on the past billing periods of the premise and is reviewed quarterly and adjusted accordinglyCustomers are notified of the change the month prior to the increase/decreaseOn your 10/29/bill in the Messages section it states that the account has been reviewed and your payment amount has been adjusted to better match your actual usageIn your case the EPP amount increasedThe Actual Account Balance is listed on each bill under the Amount DueIf you are unable to determine the reason for the increase/decrease please contact us so we can provide a detailed explanation 11/10/email received stating I understand how EPP worksI'm not happy about the way it's listed on the bill vs the way you make it soundYou over estimate the estimated months compared to last year causing the overage vs actual usageThe company replied You can remove the EPP at anytime and account balance would become due on next bill 11/12/email received asking Why he gets the same answersThe email was forwarded to a supervisor due to the back and forth who tried to contact the customer and left her direct number for a return callAn email was sent advising The PAPUC approved a rate increase effective 5/13/and can be seen on the June invoiceThe EPP increase was due to the difference what we actually billed while on EPP and the actual consumption usedYour contract with FirstEnergy Solution's ended; however, this had no bearing on our rate increase May ' 1/12/email received advising that he is paying his bill in protest of the company EPP policy, the way estimation is completed, the failure of a supervisor to call him back, and the overall horrible communicationThe customer talks about the Cleveland Browns sponsorshipHe continues to write that his EPP was raised to cover the usage, however, the EPP was not kept throughout the yearHe feels the over estimation is causing his bill to be increased and he has no control over itHe is expecting a quick response and resolution that is favorable as poor customer service is starting to be the company pillarA company supervisor replied advising that she personally called and provided him her direct number in November 'and emailed him back addressing his concernsShe stated that she feels his concerns were addressed and accurate information was providedShe offered to discuss his account with him and provided her direct number againThe supervisor also called and left a message for the customer 1/14/email received advising since his questions still linger than the supervisor failed to do her jobHe states he did call her back and she never returned his callHe feels he is getting the short end of the stick and customer service department has failed and asked for his email be elevated higher than the supervisorThe supervisor replied advising that the customer confirmed that he understands how the EPP works and we understand that he is not satisfied with how it is listed on his billsHis concerns will be escalated but we need exact questions and to better serve him we should discuss this over the phone to make sure we are on the same pageThe supervisor asked him to reply with the best contact number and time 1/18/email received advising that customer service is not to blame the customer or try to use anything against the customerHe states his concerns are about how the company uses the estimation on the off months vs the actual usageSecond he feels that he wants this escalated as he feels that his questions are not being answered and the supervisor is just trying to fill the situation with hot airHe advised he will reply with exact questions to another department above supervisorHe also said he is at a deadlock with the customer service department about issues and horrible customer service providedHe asked for a formal request for help from the executive office and the information/address for the CEOThe information was forwarded to Corporate Customer AdvocateShe reached out to the compliance department as there was a PUC complaint on the account to obtain the information for the complaintThe information was provided as requestedThe corporate representative called the customer and a message was leftA 2nd call was made and a woman answered and said that she does not know the customerThe supervisor also replied to the email advising that his concerns were forwarded to our Corporate Office and they attempted to contact him but was unsuccessfulThey asked to verify the number we have for him and provided the mailing address as requested 1/21/email received asking why he had not been responded toThe supervisor replied advising his information was forwarded to the corporate customer advocate 2/23/the customer called back in response to the 2/3/message the corporate customer advocate left to discuss the billing statement sent per his requestHe insists our EPP procedure is wrong and expects us to correct itTried going over his bills from November forward but he interrupts and raises his voice demanding that we correct our EPPExplained the EPP reviews but he stated we are reviewing several times in a quarterHe said he is going to call or write the president and ended the call 2/24/email received advising the payment just made is being made under protest due to the lack of concern the customer service team and understanding by the Customer AdvocateHe hopes someone above the Customer Advocate would care to listen to his concerns without using horrible customer service tacticsThe supervisor advised the customer since he filed a PUC Complaint he should contact them 3/1/email received asking the supervisor not to reply to his emails since his complaint is about herThis information was forwarded to the corporate customer advocate 3/4/email received about his EPP amount changing without any comments in the message boxHe would like a complete sound answer and not from the supervisor The company does attempt to read all meters as scheduled and does do bi-monthly planned estimatesThe customer does have options to avoid estimated bills by providing readingsWhen the customer is on the EPP, they will pay their monthly EPP amount no matter if the bill is estimated or actual for that monthWhen estimated the next actual reading will reflect the over/under estimate form the month prior if it was out of lineBeing on the EPP the customer still pays the same amount over the month period as he would if he was not on the EPP The company has attempted numerous times to discuss with the customer however he wants the company to change the way the EPP works and the estimation process and will not be satisfied until that is doneThe company is not changing the way these items work at this timeHis concerns have been sent to the proper departments who review these processesThe customers EPP is reviewed quarterly and adjusted accordingly like all other PA customers who are enrolled in EPP The customer did file a complaint with the PAPUCHis case was dismissed as the company is allowed to estimate the bills and adjust the EPP amount as necessary Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from First EnergyAs you can see with a period of emails over months, they still do not feel that customer service is their pillar of their organization Several times I have attempted to discuss my concerns with SUpervisors withis company, but I get the same people time in and time outI have requested several times for different people to hear my concerns and address them accordinglyTime after time they refuse to provide this information I am asking for the Revdex.com to provide a resolution in this to create a channel for me to discuss my issues with Penelec with someone who is not the Customer Advocate and not a supervisor The way the company does the EPP and billing is very skewed as it states above Final Business Response / [redacted] (4000, 16, 2016/04/18) */ The company has attempted to contact the customer numerous times and have not been successfulMessages have been left for the customer with a direct dial phone numberThe customer returned a call and asked to be contacted on 04/18/on his cell phone at 2:30pmMeanwhile he called back earlier in the day and left messages asking to be called back on 04/19/between 8am and 9amAnother message was left by the company advising that the person who has been trying to contact them will not be available during that time period and that someone else would be contacting him The company will make a final attempt to address the company position with the customerThe company position is not going to changeThe process for our billing and budget plans are being followed as regulated Final Consumer Response / [redacted] (2000, 20, 2016/04/20) */
Company was locate the property The service at the location has an outstanding unpaid balance of over $1,000.00, therefore when [redacted] contacted the Company to apply for service, proof of ownership was requested Mr [redacted] stated he purchased the property from [redacted] and Company requested legal documentation; copy of legal deed, bill of sale or title Also Mr [redacted] has an outstanding past due balance that would need paid before service is granted as well This information was provided to him by Company on several occasions After all past due balances are paid in full and legal proof of ownership is received/reviewed, Company will grant service
Initial Business Response / [redacted] (1000, 8, 2015/12/01) */ As a matter of background, the customer is on the company's budget billing program or Equal Payment Plan The Equal Payment Plan (EPP) is a program for Residential Customer requesting monthly budget billing The EPP is designed to make Residential Customer's monthly payments consistent throughout an entire year, leveling out seasonal highs and lows Customer's budget amount is based on a month average bill that is reviewed during the 3rd, 6th and 9th month and adjusted as needed An adjustment in customer's monthly amount could be the result of a change in customer's usage, a change in the rates, or extreme weather conditions 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 [redacted] On 11/10/2014, the customer's account was set up on the EPP being at $ The customer was also on a company payment plan to pay $toward a back balance On 3/5/2015, the customer called in regard to the usage at the property A company representative reviewed the account, usage history, meter readings and offered to complete a Customer Billing Analysis to help identify the primary consumers of electricity in the house; however, the customer declined the Customer Billing Analysis The customer claimed the meter was spinning rapidly; the company representative explained the option of a meter test; however the customer declined and wanted to speak with a Supervisor The Supervisor also reviewed the account, usage history, meter readings and offered to complete a Customer Billing Analysis to help identify the primary consumers of electricity in the house; however, the customer declined the Customer Billing Analysis The Supervisor explained the budget amount of $was in line with the average monthly Bill amounts ($303.00)The Supervisor explained the high usage is typically in the summer (or warmer) months The customer claimed the meter was spinning rapidly; the Supervisor reiterated the option of a meter test; however the customer declined The Supervisor also review monthly usage and payments Furthermore, the Supervisor offered energy savings information, however, the customer declined the information as well On 10/22/2015, the customer called to further discuss the usage at the property The company representative reviewed the account, usage history and meter readings The customer wanted to know if the company could determine what was using the electricity The company representative explained the company cannot visit the home; however, the representative did explain the customer could perform a breaker test (the breaker test was explained) to help determine what item(s) could be consuming the most electricity The company representative attempted to educate the customer by offering energy savings information (two brochures: Understanding Electricity Usage/Cost and More than Ways to Improve Your Electric Bill); however, the customer declined The customer was also referred to the company's online Energy/Billing Analyzer at [redacted] On 11/5/2015, the customer called to further discuss the usage at the property The customer wanted the company to determine what the primary consumer of electricity was in the home The company representative explained the company could not go into home to test customer's owned equipment and or appliances The company representative confirmed that a meter test could be done, since the meter is company owed; however, the customer declined and requested a Supervisor It appears the customer disconnected the call before speaking with a Supervisor [redacted] Additional calls have been collections related The company has offered to complete a Customer Billing Analysis to help identify the primary consumers of electricity in the home; however, the customer declined The customer was offered energy efficiency and savings information; however, the customer declined The customer was offered a meter test; however, the customer declined The customer would need to contact the company to complete a Customer Billing Analysis (CBA) and/or discuss the option for a meter test
Service at [redacted] ***, [redacted] was in Ms [redacted] ’s name from 5/20/to 9/5/17.? Service was taken out of Ms [redacted] ’s name as of 9/5/17.? ? Initially the service at the location was placed in the name of [redacted] or [redacted] however, the customer then called and placed the service into the estate.? The final bill issue for Ms [redacted] was issued on 9/7/ for an amount of $48.28.? This bill was emailed.? A payment of $was attempted to be deducted on 9/19/17, which was for the bill issued on 8/30/17, however, this payment was returned on 9/22/for the account being closed.? A returned check fee of $was assessed.? On 10/2/17, [redacted] contacted the Company concerning the account and the returned check.? Mr [redacted] was upset about the returned check fee.? The company reversed the fee.? At this time the address was not changed.? ? Mr [redacted] contacted the company on 11/7/concerning a call from a collection agency.? M pulled the balance from the collection agency and placed the correct mailing address on the account.? The company sent a copy of the final bill to [redacted] , [redacted] ***.? The Company offered a credit of $toward the final balance however Mr [redacted] declined.?
Initial Business Response / [redacted] (1000, 5, 2016/02/24) */ The installation required an inspection from the local township inspectorThe cut in card was received on 2/10, on 2/the customer was advised the address was incorrect and needed to be corrected and reissuedThe new cut in card was received on 2/and the meter was set on 2/Compensation is not applicableI left a message for the customer with my direct number
The outages were related to a major storm event.? All available crews were deployed to respond to the event.? ?
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Spoke to Mrsdisputed amount further investigated and position reversed based on additional information providedMrs is satisfied
The credits have been processed and will apply on the customer's next billing statement, scheduled to issue 10/13/
I am rejecting this response because: Well I also stand by mine my lawyer will be in contact with the company in the next few days
The Customer established service at [redacted] on 4/7/ The customer was issued a bill on 3/7/for service from 2/6/to 3/5/based on an actual reading for an amount of $ We show that the prior month(s) bill was based on an estimate and the current bill is based on an actual meter reading Based on the amount of the current bill, we can conclude that the prior month(s) bill was more than likely underestimated and the usage has caught up on this billEstimates for residential customers are calculated using the prior year or the prior month, plus a weather correcting factor This location had minimal usage the prior year due to the service being in the landlord's name To avoid estimated bills the customer has the option of contacting the company and providing a meter reading for scheduled estimated months This will prevent any under or over estimated bills The customer is enrolled with an alternate supplier, Clearview Electric, as of 10/20/ An alternate supplier is the company that generates and/or markets electricity The distribution company is the company that distributes electricity from the transmission lines to the customer The customer's bill includes both charges for the alternate supplier and distribution portion of their bills
Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ I contacted the customer [redacted] today I advised we received the Revdex.com complaint and explained we are regulated by the BPUThe customer was confused by the billed amount and the security deposit installment planI clarified the EPP I explained how to read the bill, where to find the EPP information, how to locate the actual account balance I also explained this is a month program that reviews at months it has the ability to change based on the actual usageI advised the customer could call to be removed from the budget if they wanted to pay the actual account balanceI explained the security deposit is now paid in fullI explained the balance due is $due 3/15/I placed a hold on the account until the next due date 4/12/The customer will be billed the $on 3/28/The customer thanked me for calling and explaining her bill