FirstEnergy Corp.

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 meterWhen this breaker trips, it takes the entire building out of powerIt appears to be happening in warm weatherWhen 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 issueThe builder had not done this but then requested a work order on 5/3/so they could inspect on their endAlso, note there are probably 8-other buildings in this development with the exact same setup with the main breaker serving a meter stackThe 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 sideWith 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

I am rejecting this response because:
I do not want the Revdex.com complaint to close as I still haven't received my checkOnce I receive it and it is put into a bank account then I will close the complaint.

The customer was advised at 8:am on 5/that the estimated restoration time is 8:pm 5/. Outage is due to major storm activity involving poles, trees and wires. Account has been noted.

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, 2015/11/13) */
Per MRegional Reliability Engineer:
Here is the reliability information for customer on 776-Line, Flying Hills Substation
Outage Analysis:
After experiencing zero sustained outages from September 5, through May 12, 2015,
customer has experienced eight sustained outages recentlyFive of the eight outages were related to underground cable problems in the Flying Hills developmentTwo of these five outages were planned in order to make repairs to the underground cableWe also replaced one section of underground cable in August In addition, we are replacing eleven (11) additional sections of underground cable in the Flying Hills development during the first half of Comprehensive tree trimming on her circuit is also scheduled during the first quarter of
Reliability Improvements:
Mid-cycle backbone and three phase forestry inspection - Complete
Overhead circuit inspection - Complete
Targeted forestry inspection - Complete
Upgrade substation getaway cables - Complete
Replace underground cable in Flying Hills URD - Complete
Replace fault indicators - Complete
Targeted overhead circuit inspection - Complete
Cycle tree trimming - To be completed
Replace underground cable in Flying Hills URD - To be completed
Contact:
On 11/05/2015, Company's Reliability Engineer contacted customer regarding outages she experienced recentlyShe was advised that we were making capacity improvements for a gas pipeline project during the spring and early summer and this led to a few outagesWe also had a brief storm-caused outage on 6/12/that affected multiple substations in our areaHowever, since 6/16/2015, the problems have been related to an underground cable problem in Flying HillsThe customer works from home, so the outages have a great impact on herThe Engineer explained our cable replacement process, which is based on a rate in which cable is failingHe told her that we have replaced over half of the underground cables in Flying HillsWe have another proactive replacement project scheduled to start in the spring of in Flying HillsThe Engineer advised her that the replacement would occur from the Commercial area out Lakewood Dr, about 1/way out to where she livesHe explained that we also reconfigured the underground in October to better diversify customersUnderground cable failures typically occur during hotter/damper summer months and are very rare in winter monthsWe will also be completing comprehensive tree trimming on the overhead sections of the circuit beginning in January The Engineer gave her instructions on how to best inquire about power outages in the futureShe appreciated the call
The Company declines giving a credit towards the customer's electric bill, as the customer is not billed for any electric when an outage occurs
See attached year outage history

A review of Company records reveals the following:
06/06/- The Applicant, ***
***, contacted the Company and applied for service at *** *** ** *** ***, ** ***A Representative reviewed the information provided and denied
the application based on the following:
- Connection to premise - The applicant is determined to be connected to the
premise since 12/19/based on the applicant being listed on the previous ratepayer’s
financial information
The Company requested a
payment of $towards the balances due.
The remaining balance will be placed on a payment agreement once the
account is active. Ms*** was an
occupant of the location and is equally responsible for the balance.

Advised Mrif supplier Energy Choice does not cancel request he can contact me directlyHowever BPU is jurisdiction over deregulated slamming casesMrwas satisfiedHis electric acct has been noted

The Company does not transfer service when a customer moves
We close the account at the location they are moving out of, and open a new
account at their new locationThis customer was on her second payment agreement
at her previous address, which she defaulted onShe closed that account
and
started service at a new location, with an effective start date of 1/16/
Her unpaid balance of $was transferred to her new account
The Company received two payments on the new account ($
on 4/16/and $on 5/07/2018) since the account started on 1/16/
The customer’s balance at the time we received her payments was $The two
payments totaling $brought the balance down to $The next bill
issued for $171.11, bringing the current amount due to $
She called us regarding a disconnection notice that she received
due to non-paymentShe said she was on a budget plan (payment agreement), and
is no longer on oneThe customer was advised that she is not eligible for another
payment agreementThe Company follows regulations approved by the PUC
regarding how many payment agreements a customer can have for a balance owedThe
Company’s position is that she is not eligible for another Company payment agreement

Service at *** *** *** ***, ** *** was in Ms
*** ***’s name from 5/20/to 9/5/17. Service was taken out of Ms***’s name
as of 9/5/17. Initially the service at
the location was placed in the name of *** or *** *** however, the
customer
then called and placed the service into the estate.
The final bill issue for Ms*** *** 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, *** *** contacted the Company concerning
the account and the returned check. Mr
*** was upset about the returned check fee. The company reversed the fee. At this time the address was not
changed.
Mr*** 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 *** *** ** ***, ** ***. The Company offered a credit of $toward
the final balance however Mr*** declined

Initial Business Response /* (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# ***, 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

The Company received and applied
the grant of to your account on 6-30-16. This credit is funded and
governed by the state was paid to account ***, therefore the Company
is unable to transfer the credit
The Company did transfer the
debit from account
*** to account ***, where the credit has
posted

As a matter of background, the customer is on a payment plan for arrearages due to a high budget true up plus a past due balance. The customer was already on a payment plan in order to pay back a back balance when the high true up occurred; on 4/19/2016, a company representative agreed to
reset the payment plan to include the budget true up and an additional past due balance. The terms of the payment plan are budget + $toward the arrears. The customer also has an alternate electric generation supplier who's charges cannot be put on budget(the supplier's charges are billed per kWh).In regard to the company's budget program(known as the Equal Payment Plan or EPP); it is a program for residential customer designed to make monthly payment consistent throughout the entire year, leveling out seasonal highs and lowsThe EPP amounts are based on a month average bill and are reviewed every months; during the 12th month, the anniversary(true up) bill is issued. The true up will be for the difference between what the customer has been charged during the previous months and the actual cost of the energy the customer used for that period. If the customer receives a high true up bill, the company will offer a payment plan.On 6/29/2016, a security deposit warning letter was issued. The letter explained a deposit would be billed to the account if payments continued to be received late.A deposit of $was charged to the account; the deposit appeared on the bill invoiced on 10/31/2016. A message appeared on the invoice explaining that as a result of unsatisfactory payment history , a security deposit has been billed the account. The message also explains the customer could be eligible for payment options and refers the customer to the company.On 11/8/2016, the customer contacted the company to discuss the deposit. The customer asked the company representative if a waiver or if a payment plan was available. The customer was transferred to a Credit and Collections representative to discuss the deposit. A Credit and Collections representative confirmed the deposit was charged due to unsatisfactory payment history and further explained the deposit would not be waived. The customer was offered a payment plan; however, it appears the customer decline and requested a Supervisor. It does not appear the customer stayed on the line for a transfer to a Supervisor to be completed ***The Company may require a security deposit according to regulation for the following reasons:Delinquent accountsIf two consecutive bills have not been paid in fullif three or more bill were not paid within five days of the due date in the preceding months.If the customer dos not comply with the terms of a payment agreement.Deposits are calculated equal to 1/of the customer's annual bill.The customer does not pay on time/in full and is consistently delinquent.The deposit request is valid.The deposit cannot be removed

On 9/23/2015, *** *** applied for service onlineHe
was advised to call Customer Service to apply for service
On 9/28/2015, *** ***’s wife called to apply for
service and was denied serviceShe was advised of the requirements needed to
have service placed into her
name (lease and a copy of her identification)She
was advised that service could be turned off on or after 10/12/if she didn’t
comply with the terms of the application
On 10/12/2015, current customer of record’s account was
closed, as applicant didn’t comply with the terms of the applicationService
remained on, but no one was being billed for the service
On 10/13/2015, *** *** called to apply for serviceHe
was transferred to the applications departmentCompany records do not show
that he stayed on the phone to speak with the applications department
On 10/15/2015, Company received identification and lease for
*** ***Lease is under his name and his wife’s nameThere is no application
for service for Mr***The application for service is under his wife’s
name
On 1/14/2016, *** ***’s wife called to find out why
the account wasn’t active in her husband’s nameShe was advised that the application
for service is under her nameShe said she didn’t want service placed into her
nameShe will have her husband call us
On 5/09/2016, *** *** applied for service onlineHe
was advised to call customer service to apply for service
On 5/10/2016, the application for service was reviewed and
Company called applicant at phone # on fileUnsure if correct phone #
On 6/22/2016, an order was issued to disconnect service, as
the service is on, but no one is being billed for the usage
On 6/23/2016, Company representative went to the property
and spoke with *** ***’s wife, who advised he is trying to get service
into his nameA hour disconnection notice was given to her
On 6/27/2016, service was disconnected, as no one called to
complete an application for service
On 6/27/2016, *** ***’s wife called and was advised
that she never completed her application for serviceShe said she just moved
in a few months agoWe received a lease for her and her husband on 10/15/2015,
which was dated 7/01/We advised her that we still need forms of
identification to complete her application for service
On 6/27/2016, *** *** applied for service onlineHe
was advised to call customer service to apply for service
On 7/01/2016, *** *** emailed the Company that his
work hours don’t align with our hoursHe claims that he sent the requested information
to us, but his power was shut offHe was advised to contact the Company to
discuss this further
On 7/11/2016, *** ***, along with his wife, called to
apply for serviceThey were advised that service was not placed into ***’s
name in October 2015, as his wife was the one who applied for service, but did
not comply with the terms of the applicationAfter completing the application,
service was placed into *** ***'s name, backdating the moto
10/13/Service was reconnected on 7/12/

Initial Business Response /* (1000, 5, 2016/03/01) */
According to the Company records the customer was issued a bill on 1/20/from 12/15/to 1/15/for kwh in the amount of $ The bill contained supplier charges from IDT Energy of $for kwhs (shows double
billed)
1/19/- The customer contacted the Company and the representative confirmed that the bill in question was incorrect as the supplier charges were doubled The bill in question was corrected on 1/22/by the customer service representative and the customer was billed a total of $for kwh (IDT Energy charges of $and Penn Power charges of $ See attached corrected bill Representative placed a day hold on the customer's account due to rebilling of account
On 1/19/2016, the customer called regarding the current bill which shows an adjustment of $for supplier charges in addition to current charges The representative created a notification to supplier services to have the current bill corrected and opened dispute tracking pending billing corrections
Supplier service representative placed the following information on the customer's account
IDT DOUBLE BILLING ERROR OCCURRED BETWEEN 1/TO 1/19/ THE CORRECTION WILL BE APPLIED TO THE CUSTOMERS NEXT BILL
On 2/19/2016, the customer was contacted and advised that the bill corrections will be completed and will show on the customer's next bill Customer satisfied
Customer service representative placed a hold on the customer's account until 3/20/pending billing corrections
Initial Consumer Rebuttal /* (3000, 7, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied about the response because my current bill is still showing the overchargeI am asking for the correct bill so I can pay the right amountI am attaching the incorrect bills for reference
Final Business Response /* (4000, 9, 2016/03/03) */
Per our supplier services department
What happened with this customer's account is Penn Power representative reversed bill showing double billing and then the supplier (IDT Energy) sent in the correction which caused a rebill of the same amount of $which was shown on customer's current bill as adjustment The supplier service representative removed the $changes from the customer's account and issued a new bill showing a balance owing of $which is the current charges The Company does apologize for this error however we were attempting to satisfy the customer
Attached is a one year billing statement showing the correction completed today (3/3/2016)
Final Consumer Response /* (4200, 11, 2016/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already paid the overcharged bill as they suggestedI am asking for $
Thanks
***

I am rejecting this response because: No private credit card processing company charges this only happens when there are no bid contracts and it is not right to charge over 10% of a customers bill to make a payment Comcast does not charge for credit card processing and you should not either.

On 02/14/18, company personnel contacted and spoke to *** *** ***, who explained that they missed the 02/03/date, due to weather*** *** *** indicated they had contacted Ms*** and she understood this*** *** *** has reduced Ms***’s invoice due to the
inconvenience*** *** *** stated the weather is breaking so they should be able to perform the
work during the week of 02/19/18-02/23/and will again let Ms*** know
this
On 02/16/18, company personnel spoke with *** *** *** and
the job is scheduled for completion on 02/17/

The Customer established service at *** *** *** *** ** *** ** *** on 4/7/17. 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 $255.50. 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 bill. Estimates 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 10/20/17. 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 /* (1000, 5, 2015/09/03) */
Ms*** contacted Potomac Edison to request service to be taken out of her name as of August 13, An order was issued to obtain a read for the move out request
Potomac Edison obtained a reading on August 18, at 94507; this
reading was used to calculate her off reading on August 13th to The bill issued August 20th for service July to August 13, The security deposit in the amount of $and $payment was applied toward $previous bill leaving a credit of $ The bill amount $- $security deposit interest = $deducted from credit $leaving a remaining credit $ This credit will be mailed to Fitzgerald Drive, Gaithersburg, MD
Potomac Edison obtain an actual read 06/22/at and 08/18/at Ms*** stated in her dispute that work was performed at the location during this timeframe July bill was estimated and August actual read corrected the under estimated bill period Ms*** is responsible for days from 06/22/to 08/13/and billed kWh or kWh per day average

Jcpl did not rec previous sent Revdex.com complaint, however I did leave a message for the customer to contact me directly at *** *** ***Our records show no notification by this customer of move out before 12/On 12/we received a call and noted mailing address for the final billthe new customer
initiated the move out of Ms D*** by a move in date of 12/An adjustment may be considered for the extra days as a "good will" gesture but nothing illegal has taken place, and billing is accurate and correct as rendered witht he information provided

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 2016. The debt is from customer’s former PIPP
account from *** *** *** *** ** *** in the
amount of $1413.05.
Dates of service 6/23/2000- 09/30/2005. 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*** is
responsible for the debt.