FirstEnergy Corp.

A summary of the events that took place on November 2, 2017:
Company records show a report of no lights at 4:PM. Ohio Edison had a fuse outage with
an animal contact at pole 52-99. Estimated restoration time was set at 8:PM. All customers were restored
at
8:PM.
Line Manager tried to contact this customer on Friday,
December 1, and Monday, December by phone and also stopped at his
residence. Customer did not return calls and was not at home or did not
answer the door

Potomac Edison became aware of
the order for meter to be changed late last week. The electric meter on Mr***'s account was exchanged
11/01/16. This should resolve the issue

Initial Business Response /* (1000, 5, 2016/01/08) */
Ms*** was assessed a deposit in the amount of $due to late payment history during the past monthsThe deposit is based on 130% projected usage, based on customer's consumption The account is not eligible for a waiver of the
deposit
In regards to the November payment of $110, Ms*** faxed proof of payment to Ohio Edison (OE) 11/13/ OE investigated and determined customer had noted the wrong account number on the check The payment of $was located and credited to her account 11/13/ The payment was reflected as a miscellaneous credit on her 11/20/billing A copy of the bill is attached
In regards to customer's consumption, Ms*** has received both estimated and actual readingsDuring the past months, Ms*** was issued (6) actual readings and (6) estimated readings Ms***'s requested her meter be tested OH exchanged the meter 12/29/and sent to the test lab The meter was tested 1/4/and tested at 99.79%
Ms*** was previously enrolled in Ohio's PIPP Plus program, however was removed for failure to recertify Total account balance is $1, Customer is currently on payment plan of current bill plus $ The amount due at this time is $1,461.28, which is past due Customer has pending disconnect notice in the amount of $that was due by 1/6/ OE will not change names on the account to avoid payment

Company maintains positionCustomer has not been billed past 08/16/Account balance is $The customer is not due any creditsThe customer made a payment of $on 08/22/17. This amount covered the previous bills that were due which included $dates of service 05/22/to 06/21/due date 07/17/+ $dates of service 06/21/to 07/23/due date 08/15/+ $dates of service 07/23/to 08/16/due date 09/11/+ Late fees of $and $The charges for $will not be removed from the account as the charges were for service from 07/23/to 08/16/17/ prior to the customer cancelling serviceTell us why here

Initial Business Response /* (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

I confirmed with customer she has received her refund from CitibankShe thanked me for checking

I am rejecting this response because:
I was told by a higher up just recently during this past storm but I lost power for four days it was because I am on a small grid and it’s not priority I am just on the smallest grid so I will always be last even if I put my ticket in first and I think that is unacceptable and so to the person from JCP NL that I had spoken to that day that my mayor had gotten in touch with I would like to be reimbursed for both of my fridge expensesi understand important people come first hospital ectBut when others are taken care of first because I’m on a “smaller” grid and I reported first and they only have more peopleIt isn’t okThe mayor of pomptonnplains even said soIf you’d like her number please let me knowI will take this further if I have to

I am rejecting this response because:
The damage to pole was caused by short in Ohio Edison wires there for I do not understand how any repairs or addition to property regarding pole and or meter replacement is on anyone other than Ohio Edison do to the fact that their wires shorted out and burned pole.Prior to fire had no issues with electricity in the ten years I have lived there.How is it legal that a wire fire creates dept for me when I didn't create fire

Initial Business Response /* (1000, 5, 2016/06/14) */
An installment was accepted on the account by the customer on 3-7-to pay a down payment of by 3-8-and the remaining balance in installments of plus the current bill for months The down payment was received 3-7-of
The next bill issued 3-23-for with a due date of 4-12- No payment was received in April The next bill issued 4-21-for a total due of (past due and current bill of 198.65) due 5-11- A payment of was received 5-10- This was not the full amount due, therefore a termination notice issued 5-31-for (catch up on IP 198.53) with a termination date on or after 6-7- A payment of was received 6-13-
The account remains past due for that was due 6-9-
Initial Consumer Rebuttal /* (3000, 7, 2016/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I may owe a bill but this does not explain why they are so inconsiderate of there customersIf you call them and try to get an extension let's say for a week from whatever date because you don't get paid until then and dont have the money right now they will tell you we don't allow extensions and will come out and shut off your electricThey are not willing to help their customers other than offering an installment plan in which when you get on you still have to make a payment that dayYes I know it is our responsibility to pay our bill on time but when you need a little help you need a little help and they just don't care if you do
Final Business Response /* (4000, 9, 2016/06/16) */
An installment plan on an account is splitting up a past due balance over future bills, also known as an extension
Reviewed customer's account history and in the last months Company has granted the customer installment plans on past due balances and formal extensions to pay past due balances
Customer may be eligible for utility assistance and should apply at local DHHR office or by calling WV
Final Consumer Response /* (4200, 11, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes these are installment plans not extensionsI have called before to get a couple days EXTENSION and was told no it either had to be paid or was going to be offNot all people can just walk into the DHHR and get assistanceSome of the people that work for this company are the most unprofessional acting people I have ever spoken withI was off work one time for a couple months due to an injury and had not received my workers comp check yet to pay any of my bills and I called in to tell them I had a hardship and was not able to pay until I got my check and I was told that they could not help me that it had to be paid or shut offSo I was told no extensions and now they say they offer extensions other than installment plans is that correctSo when I have to call in and get an extension there shouldn't be a problemLike if my bill is due and won't have the money until my pay date there won't be an issue with that extension

Ohio
Edison received a trouble call 6/12/17. The
company responded and the trouble man felt the voltage was slightly low,
but still within our tolerance and the age of the transformer itself. A work
request was designed 06/13/to replace the transformer. Line
Supervisor
went out and pre-inspected the job to make sure there would be no issues with
the transformer replacement. The job was scheduled for 06/27/
Distribution
Tech Supervisor called customer *** *** approximately 9:a.mon
06/26/to notify her that the replacement of the transformer was on the
schedule for 6/27/17, and that even though the voltage readings were lower than
the standard volts they were still within the tolerances. He also
informed her that we were replacing the transformer to hopefully prevent any
further voltage issues. The customer was satisfied with the response and
appreciated the explanation
Transformer
was replaced 06/27/job is complete

The customer has been advised of the claim denial and final position of the CompanySubmitting the damage for customer owned equipment to their insurance Company was recommendedMrsaccepted the result and was satisfied

The lights in question were repaired 9/19. Our Operations Manager left a message for the customer with his direct phone contact for any open items

Mr*** called to establish and restore the service in his name at *** *** ***,, *** ** *** on 10/9/2017. During the application process the information he provided linked him to the property from 4/to current and was responsible for the property balance of
$806.36. After updating his financial information he was required to pay $upfront and was provided with all payment options and agency referrals including LIHEAP and PCAP and was denied in writing. 11/2/- Company records show received call from *** County assistance office who pledged $LIPHEAP Cash grant and $LIHEAP Crisis Grant. Advised to have Mr*** call to complete move in application for service. 11/3/2017, Mr*** contacted the application department to establish service effective 11/6/and service was established in his name and premise balance of $was transferred to his new account. and order created for restoration. Service restored at property on 11/6/2017. Company records show Cash grant received of $i11/and Crisis grant received on 11/of $and applied to his account. Customer has balance owing of $334.34. As stated above the customer was advised to contact PCAP to enroll into program during contact on 10/9/and again when service was established in his name on 11/3/2017. As stated above, he was linked to the property and therefore was equally responsible for the balance accrued

12/14/- A deposit warning letter was issued advising customer if he continued to pay late a deposit would be requiredCopy is attached2/14/- The deposit amount of $was applied on the account2/27/- Customer called regarding assessment of $depositThe representative
advised the deposit could not be waived and explained the deposit had already been paid with the recent payment made 2/26/Per the customer's request, the representative corrected the customer's zip codeIt appears the call was disconnected and a dispute rights letter was issuedSince Company had an incorrect zip code for the customer, as customer service gesture an order has been sent to our customer accounting department to have the deposit of $waivedPlease note: The customer needs to get his balance paid in full and make sure he is paying on time or a deposit could be assessed again

MrRubins concerns have been noted and notifications for the work require have been created. ***, Prior orders for this light had to be rescheduled do to emergency work

There is not a company record that the customer was advised to pay us. The customer paid $each month to the company instead of the collection agency in the following months: (March, April, May, June, July, august, September, October and November) and in (January, February, March, April and May). Customer was advised 03/02/that a payment arrangement was not available since account was finalEach time the customer makes a payment to the company instead of the collection agency the money has to be withdrawn from the agency to apply the payment and then resent back to the agency. Depending on when the customer contacts the agency, it will show the account as closed due to this. The customer should contact the collection agency to make all paymentsThe only time a payment should be made to our company is if the customer is opening a new account with usAs of 07/22/the balance was sent back to the collection agency againThe customer should contact them and see if they offer a payment arrangement and make all future payments to the collection agency

I am rejecting this response because:
Weeds were taken down and disposed of same day letter was receivedThe complaint was not started by me but I am owed money from overpayingOhio Edison had had several people here and investigated this matterEvery time I call for an update I am told it is not done which is untrue if they have been hereI've talked to them personallyOhio Edison has lied from the start of thisThis is a mix up from Ohio Edison not by a customerIf a customer is owed money you expect payment immediateBut you drag it in when you owe a customer moneyI've spoke with an attorney regarding this.

Mr*** contacted Ohio Edison on July 5,
to have the service transferred from his wife’s name to hisThe account
change was processed and a final bill was issued on July 17, which
reflected a credit balance of $Records show a refund was processed on
July 24, and
the refund will be in the form of a Visa debit card
It was explained to Mr*** on July 28,
2017, that once the debit card is received, he can visit the prepaid card
website to request for a paper check or to have the funds transferred to a bank
account

Initial Business Response /* (1000, 5, 2016/05/10) */
Potomac Edison has responded to this location numerous times for outage calls to find out that the customer's breaker was tripped (many times last summer)This main breaker feeds a meter stack with individual meters/breakers to eight condos
plus a fire pump / house meter When this breaker trips, it takes the entire building out of powerIt appears to be happening in warm weather When this issue first stated, Potomac Edison responded and verified no problems with company equipment and advised the builder that they need to get an electrician and investigate the breaker issue The builder had not done this but then requested a work order on 5/3/so they could inspect on their end Also, note there are probably 8-other buildings in this development with the exact same setup with the main breaker serving a meter stack The other buildings have had no issues (no breaker tripping)
The Company spoke with the builder on May 6, It was explained to the builder again that Potomac Edison verified all company equipment working properly and the issue was on the builder's side With this recent work order, the builder is going to have his electrician inspect the breaker panel / meter stack to make sure everything was working properly and then replace the breaker

Initial Business Response /* (1000, 5, 2015/09/29) */
Custoemr granted month installment plan and satisfied
Initial Consumer Rebuttal /* (3000, 7, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did a payment arrangement but you cannot
extend for days??? From 9/to 10/2?? Why do I have to call and call to ask them over and over?? Last month I could not pay my bill-something wrong with your website, the cs told me!! Then I got a shut off notice?? I called cs twice on one day 9/28-both of them HUNG UP ON ME?? I was on hold for both times over minutes too! I tried to pay my bill 10/at 5am, will not take my debit card?? I had to wait until 8am to call them AGAIN to pay my bill?? REALLY??
Final Business Response /* (4000, 12, 2015/10/19) */
***Document Attached***
See the attached statement, the Company considers the billing to be accurate and correct, on 10/the customer entered into a payment plan and the balance on her acct is currently$
Final Consumer Response /* (3000, 14, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
his Account Not Eligible for Installment Plan
Our records indicate that this account does not meet the eligibility requirements for making an online installment planPlease call our Contact Center
Last Modified: May 8,
WHY????