FirstEnergy Corp.

Company records show *** ***, current customer of record (COR) was issued a disconnect notice for non-paymentThe COR requested a cancellation of service effective 9/6/The same day *** *** applied for service in her husbands name, *** ***. Due to the large account
balance and disconnect activity pending on the account, she was advised the company would require verification of change of householdAccurint also placed the current COR as still a member of the household She was advised to provide a notarized lease from the landlord*** later called back and said she didn't have a lease or deed to the property because it belonged to her father-in-law who passed away in MarchShe was advised without verification of change in household, the company would not grant service to another partycurrent COR called the same day and cancelled her request for cancellation of service. current COR then called 9/8/and set up a payment plan on the account and made a payment of $Company records show the household has not changed, therefore service was denied in the name of *** ***

Initial Business Response /* (1000, 8, 2016/04/11) */
Customer had also filed a complaint with the NJ Board of Public Utilities regarding the same issue Customer submitted a medical certificate on 3/24/to maintain service Customer was set up on two payment arrangements The second was
deactivated after a missed payment Company is following regulations in the handling of this account and has afforded the customer all options within his rights
Initial Consumer Rebuttal /* (3000, 10, 2016/04/20) */
Gentlemen:
The last letter and request I had faxed to you was dated 4/11/regarding the above account; the balance due, a payment arrangement plan, usage and faxing to my doctor a medical certificate to stop interruption of service
On Saturday March 16, my septic had overflowedcome to find out from the electrician and the local septic company that the pump itself was shot It had been running constantly for who knows how long, working overtime and in very much water that on Saturday, it finally tripped the breakers in the house I was still not aware of this because the septic alarm was not hooked up so I had no idea
The electrician, *** ***, *** *** in Newton, NJ confirmed that this is the reason for the outrageous electric bills Who knows how long it had been going on but over time, maybe months it would add up he saidYou are more than welcome to confirm this with himI am just so grateful that this happened because I never would have found out otherwise what the problem was since no one at your end ever offered to review or help me in any way the difference in usage from one year to the next
I am asking for one last time your company to work with me and set up a payment plan for the past due amount Now that the problem is resolved the current usage will be and so will the billsI can pay $per month on the old balance along with whatever the current
amount will be As I have said my husband is just back to work, hopefully steady and we will be able to stay with thisMy landlord and I have also discussed her reimbursing me the difference from when the usage changed and increased
I am requesting possibly a transaction history of both last year and this year so I can see what the difference was and forwarded them to my landlord for reimbursementI would need from November thru May and then November thru current
There is an amount that was forwarded over that was part of a Chapt bankruptcy in the amount of $that also needs to be credited to the balance on this account
I am more than willing to resolve this issue as you can see I am also forwarding a copy of the letter and my request to the Revdex.com since the complaint I filed is still active and pending
I need to have the histories from both years ASAP and I will start the payment arrangements for May 10th, and the 10th of each month after
*** and *** ***
CC: Revdex.com..Complaint id#***
Emailed to: ***
Final Business Response /* (4000, 16, 2016/04/25) */
Another message left50% of arrears needed to continue service based on prior broken arrangements A medical certificate is available if applicableAll rules a regulations set down have been appliedAny internal issue would need to be ref to owner of premise
Final Consumer Response /* (4200, 18, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you...this is what I needed to have for my landlord The electrical problem has been corrected by my landlord and *** Electricians in Newton, NJ
I want to resolve this and get back to paying my bill I still have not received credit for the amount transferred over to this account that was included in our Chapt from Upper drive, Newton, NJ
Also when I reviewed the usage on the document you sent, there are two separate transferred balances from the same account number #*** for $on 8/14/and $in 11/2015; where are these from??
the only other account I had was the Upper Drive which was included in the chapt
Something is definitely not right here and no one is looking into this
I will resume payment arrangements for May by paying $per month plus the current bill It is all we can do until *** is back to work
I will forward a copy of this email to Revdex.com in reply to their email to me so they know this is not resolved

The customer did not file a PUC ComplaintSpecial coding
was added to the account when the Revdex.com complaint was received,
which may have been mistaken for coding for a PUC complaint
The disconnection notice that the customer received shows
what would need to be paid if service was disconnectedThis amount includes a
deposit of $This deposit was not added to the account at this time
On 8/28/2017, the customer called and was advised that a
deposit was charged to the account in 2016, but was released and credited back
to the account on 1/12/There is no active deposit on the account at this
timeThe balance on the account includes unpaid consumption from 4/21/to
8/22/The customer was advised that we could start a new Company payment
agreement with a down payment of 75% of the past due balance in the amount of
$A hold was placed on the account until 9/22/2017, giving the customer extra time to payThe customer said he
will bring the account current prior to that dateCompany records do not show
that we advised the customer not to make a payment

Contract Callers used to be ARC. This is same debt and same companyAny concerns with the credit agency name would need addressed with Contract Callers by the customer

Initial Business Response /* (1000, 5, 2015/11/17) */
On 7/29/2015, the customer called to place service into her nameHer request was processed and the account was placed into her name as of 5/13/per her requestShe was advised that she can call for payment arrangements, if needed, once she
receives her bill
On 8/12/2015, the customer called because she felt she was being double billedShe was advised that the account was placed into her name as of 5/13/per her request
On 9/14/2015, the customer emailed the CompanyShe said we first transferred service into her name before she moved into her apartment on 5/12/ She said she was given an account number and a confirmation numberShe then said three months into the summer, she noticed she has not received a bill yetShe called and was advised that her account number and confirmation number did not existService was then placed into her name as of 5/13/She said that the Company has been charging her landlord and has been taking the payments out of their account automaticallyTo settle this, she paid the landlordThe following week she received a bill for the amount of money that her landlord already paidThe customer is upset that she has been receiving late feesShe feels this is not late, as the landlord has already paid thisThe Company responded by advising the customer that she called us in July to place service into her name as of 5/13/This request was processed and the account was billed in her name from 5/13/forwardAny bills charged to the landlord during this time period were reversed and any payments made by the landlord for this time period were refunded to themShe is responsible for the billed usage from 5/13/forward, as she requested to be billed like thisThe late fee of $was applied to the account, as the Company did not receive the payment that was due on 8/14/
On 9/16/2015, the customer emailed the Company stating the bill was paid by the landlordShe said we sent the bill to two different places, and feels we double billed herThe Company responded by advising the customer to speak with her landlord about this regarding compensation
On 10/18/2015, the customer paid $via check on our website
On 10/24/2015, the payment of $was returned by the customer's bank due to "account not found"A return check letter was sent to the customer
On 10/26/2015, the customer emailed the Company regarding the $paymentThe Company responded by advising the customer that the payment was returned by the bank due to "account not found"The customer was advised to contact her bank to verify her routing number and bank account numberThe amount due is $131.55, which includes the unpaid amount of $
Company position: Company records do not show that the customer called prior to 7/29/to request service be placed into her nameOn 7/29/2015, Company placed service into the customer's name as of 5/13/2015, per her requestBy back-dating the modate to 5/13/2015, this reversed any bills that were charged to the landlord as of 5/13/and any payments made by the landlord for these bills were refunded to themThe customer received bills from 5/13/forward and is responsible to pay the Company these billsThe customer should speak with her landlord regarding reimbursement if she paid the Company and also the landlord for the usage from 5/13/forwardThe customer received late fees due to not paying the bills on timeThe Company has reversed the late fees totaling $
The amount of $was for the bill from 8/25/to 9/24/The customer made a payment for $via an online check on the Company's website, but it was returned by the bank due to "account not found", making this amount still dueThe customer has since made the payment and currently has a zero balance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me given that Penelec will be giving me a bill credit every month of $based on the 3% monthly interest rate taken on the $deposit

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:It is not possible for me to have consumed 502kwh of electricity when I have not yet moved to the residenceMy concern is that the initial read on July 29th was not correctOver a six day span, you claim I consumed 502kwh yet kwh consumed from August 3rd to August which is over a span of days was 72kwhPlease explain the vast difference

Initial Business Response /* (1000, 5, 2016/01/29) */
Customer transferred service from *** on 11/10/ Change in PIPP had nothing to do with customer's move Customer was removed from PIPP for failure to reverify income, electronic request
received from ODSA on 12/14/ Based on PIPP history #***, last income verification was at enrollment 5/6/ Customer must contact local agency to get back on the PIPP plan PIPP amount was $monthly Amount will change if customer's income has changed
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ohio Edison's reply does not explain their actionsYes, I/they transferred my PIPP Plus from ***, and did so effective 11/10/2015, but when I asked the Ohio Edison Customer Service Representative that did the transfer whether or not I needed to contact the local agency for any reason, she told me no, that Ohio Edison was taking care of the transfer in fullAt no time did the Ohio Edison Customer Service Representative inform me that I needed to reverify my income with the local agencyFurthermore, the local agency was contacted by Ohio Edison on 12/10/16, telling the local agency of Ohio Edison's decision to remove my PIPP PlusThen Ohio Edison billed me on 12/15/using my PIPP PlusAccording to the local agency, Ohio Edison is supposed to give instructions on their invoices to PIPP Plus customersI did not receive instructions that were of any use, as they had already removed me from PIPP Plus on 12/10/15, though they told me on 12/15/that I needed to reverifyAgain, Ohio Edison had sufficient time to effectively communicate with me, but they failed to do soIf I transferred my account effective 11/10/and the Ohio Edison Customer Service Representative made a mistake and didn't tell me to call the local agency to reverify my income, then why didn't different Ohio Edison Representative reach out before severing my PIPP Plus on 12/10/15, then invoicing me on 12/15/as if I were still on PIPP Plus, and giving me expired instructions to reverify my income when they have already severed my PIPP Plus with the local agencyAnd again, the local agency indicated that Ohio Edison should have communicated with me better than they had, and that notification for reverifying my income should have come before 05/on one of their invoicesBut Ohio Edison stopped billing me after 01/2015, and Ohio Edison knows why, as an Affidavit of Fraud was submitted to them in 08/Ohio Edison needs to get their facts straight in this caseThey have a responsibility to effectively communicate with it's PIPP Plus clientsI reject Ohio Edison's response in its entirety because it still doesn't explain or give justification for their actionsIf they received something from ODSA, it's because ODSA was responding to their contact from Ohio Edison on 12/10/that Ohio Edison had removed my PIPP PlusBut this still doesn't explain why Ohio Edison billed PIPP Plus on 12/15/15, or their lack of effective communication telling me to reverify IN ADVANCE OF 12/10/
Final Consumer Response /* (4200, 12, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, Ohio Edison is shifting blame instead of taking responsibilityTheir response is still bothersomeWhile I'm glad they acknowledge transferring my PIPP Plus to my new address, they had between November and December to contact me to let me know I needed to reverify my income in order to stay on PIPP PlusThey failed to do so in advance of my PIPP Plus being cancelledThe note they made on my December billing to reverify my income in order to stay on PIPP Plus was made AFTER my PIPP Plus had been removed, not beforeThe local ODSA office indicated that they had been contacted by Ohio Edison on December 10, and their communication to Ohio Edison was based on Ohio Edison's actions on December Prior to Ohio Edison's invoice dated 12/15/2015, I received no instructions to reverify my income in order to maintain my PIPP PlusAgain, the Ohio Edison representative that transferred my PIPP Plus account from my old address to my new address indicated no actions were required on my part, and if Ohio Edison needed to get a message to me BEFORE my PIPP Plus account was in jeopardy, they had well over days to do soThe fact that they mentioned it on their 12/15/invoice wasn't proactive, as they had already removed my PIPP Plus accountIt matters not that they read my meter on 12/12/2015, since they still had between 11/10/and 12/15/to make proper contact with me to give me an instruction to contact the local the local ODSA office in order to not have any interruption in my PIPP Plus accountOhio Edison has only reinforced their failings to properly notify me in ADVANCETelling me AFTER is not cutting itI reject their second rebuttal in its entiretyWhy does Ohio Edison think it's proper not to have communicated with me between 11/10/and 12/15/in order for my PIPP Plus to remain active?
Final Business Response /* (4000, 22, 2016/02/12) */
Ohio Edison stands by our previous responses

This customer is on a circuit
where the Company utilizes Power Line Carrier (PLC) technology to obtain reads
over the power lines without having to manually read the meter. Due to a
technical issue, the readings were not transferred to our Billing program (SAP)
and thus the customer
received estimated bills.
Director Operations
Support, spoke to Ms*** 11-10-16, explaining what occurred and that
corrections would be made to her account.
As
of 11-11-16, the customer’s account has been updated utilizing the actual
readings obtained over the last year and has been rebilled. After
adjustments, the customer has a current balance of $390.39. If the
customer would like an IP on the balance, the Company will offer installments
of plus the current bill for months beginning with the bill issuing
11-28-16. This information was provided to the customer thru the PSC

The 12/18/billing detailed the
past due of $and the current of $due 01/02/18, totaling $A
disconnect notice of $114.45, due by 01/02/18, was also detailed
It appears that on
01/02/the customer went through the company website four times;
no
transactions were carried outOn 01/03/18, another contact through the company
website was made, no transactions were carried out
On 01/03/18, *** *** contacted the company on behalf of
the customer and spoke to a representative who processed a payment over the
telephone in the amount of $
On 01/04/18, the customer contacted the company, via the
web, and stated that she had been attempting to make a payment for the better
half of the afternoon and that the system would not allow the paymentCustomer
stated that the system was infuriating for refusing to accept a payment on line
Customer did not feel that the system should be blocking payments and that she
was told she would need to contact the company back during business hours to
make a payment
On 01/04/18, the company responded back to the customer’s
email advising that when an account is in disconnect status, a payment cannot
be accepted online the date of or a date preceding the disconnect notice date
The customer must speak to a representative and the payment will be processed over
the telephone and the disconnect stoppedThe customer was attempting to make a
payment on the date of and the date preceding the disconnect notice, 01/02/
and 01/03/The company also advised that anytime an account is in disconnect
status that a payment, via online, will not be accepted for less than the
disconnect notice amount and the payment will not be accepted/entered for a
later dateThe company advised that additionally, a credit card payment cannot
be accepted, via online, if the disconnect notice date is within business
days or has already passedThe company recommended that in the future if the
customer is in this situation, to contact the company and speak with a
representative so that the payment can be processed and disconnect stopped
When reaching the company IVR,
customers are supplied with the average wait time and are offered the option of
a Virtual Hold call backIf the customer accepts the Virtual Hold call back,
the customer can disconnect the telephone call, will retain their number/spot
in line, and when they are next in line to speak to a company representative
the IVR will call the customer back and connect them to the company
representative.

The total account balance is currently 400.03. A termination notice issued 11-17-for with a termination date on or after 12-1-16. According to the information provided in the complaint, the customer will be paying the before the scheduled termination date of 12-1-
The company issues a monthly bill. The customer started service at the location 7-6-16, however the only payments have been received on the account(10-12-16, 10-17-and 11-15-16)The account is already on a day special due date (bill extender) to allow the customer time to make payments due to reported monthly fixed income. The standard due date for customers is days. The account is eligible for an installment plan and the customer should contact Customer Service if interested at ***

Initial Business Response /* (1000, 5, 2015/09/21) */
*** *** had service in her name at ***9, from 05/26/to 12/06/
On 06/22/11, the company spoke with Ms***'s son, *** ***, who applied for service at ***The service application was
denied due to *** *** owing an outstanding balance in the amount of $3,from a prior account in his name at this same address
On 06/22/11, the company also spoke with *** ***, who stated that she wanted to keep the service active in her name, even though her son would be the tenant residing thereThe company advised Ms*** at that time, that she would be legally responsible for any incurred debt at this residence because the service was in her nameMs*** understood
On 10/06/14, *** *** filed bankruptcy on the outstanding balance in his name
*** *** then contacted the company to have the service at this address placed in his nameThe service was granted and placed in *** ***'s nameThe final balance in *** ***'s name was $2,
*** ***'s service ended effective 06/25/*** *** is responsible for usage at this residence from 10/06/to 06/25/
*** *** is responsible for the final balance in her name in the amount of $2,from that addressThat balance did transfer to *** ***'s active account*** ***'s total current balance at this time is $2,A payment agreement for months has been set up on the balance
The $return check fees were billed to Ms*** in errorThe company will be in contact with Ms*** to inquire if she was assessed any fees from her bank that the company can compensate for
More Info Received from the Consumer/* (1000, 5, 2015/10/02) */
(Revdex.com Received email from consumerBelow is email message.)
After this letter & complaint were sent to the Revdex.com I found out that I AM responsible for this bill The renter/my son filed his bankruptcy in October last year but he didn't remove my name from the account till December So the bankruptcy never included this bill
I still do not like the way I was informed of this bill I never heard I actually had this bill until I received a collection letter from Associated Credit Services ACS has since told me they are cancelling their account with me
I have borrowed money from my bank to pay this off because Ohio Edison threatened to withdraw the whole amount from my checking through my ACH I allow my utilities to take my payment automatically I shut that down because I do not have over $in my account at any given time
I apologize for involving you I didn't know But thank you for being so prompt with your response
Respectfully,
*** ***"

No response from message left for customer contact, However: Encourage please her to call *** *** *** or *** *** ***Reviewed the accountI spoke with her back on 12/19/2016alsoSwitch to TriEagle was due to government aggregationby *** *** ***We sent her an enrollment letter
on11/21/advising her of the switch and which advised hershe had days to call us and rescind TriEagleI droppedTriEagle for her when we spoke on 12/19/Customer hadTriEagle from 12/14/2016-01/13/TriEagle charged $42.90on the 01/19/bill at a rate of cents per kwh.JCP&L's ptc on that bill was cents per kwhThesupplier was cheaperAs far as the installment plansdeactivating, this is because the customer is not paying herbills on time in full

I am rejecting this response because:And I stand by my original response as wellI will be pursuing legal action for your lies and underhandednessWhen you put my health, and very life on the line because you don't want to have proper business ethics, then it's time for you to learn a lesson.

Initial Business Response /* (1000, 5, 2015/10/13) */
Honeywell (a vendor) did not receive a rebate application from this customer, nor had record of her telephone calls
A company representative contacted and spoke with the customerBased on the telephone conversation with the customer, it
sounds as though the customer had submitted the application with her bill, which explains why Honeywell had no record of her applicationThe customer also sent in follow up inquiries with her billThe payment/bill address is a different address than the rebate processorAs a result, Honeywell did not receive this follow up
The customer is now sending the rebate information directly to the company representative and if the product qualifies, the application will be processed

Initial Business Response /* (1000, 5, 2016/06/29) */
As information:
10/20/15, *** *** contacted the company to submit an application for service at *** effective 10/21/The company uses a third party credit agency to run the applicants
informationThe agency determines that the applicant has an inadequate credit score and a security deposit is required
05/26/16, customer contacted the company concerning a final bill mailed 05/24/in the amount of -$The customer requested the amount be refunded to himAn order was created to refund the credit balance
06/15/16, customer contacted the company concerning the refund of $mailed 06/01/Customer expressed the opinion that the refund should have been issued as a paper checkThe company advised all refunds are issued on a debit card but a paper check and be requested by contacting CitibankCustomer declined information to contactCustomer ended the call
Company final position:
A credit to the customer is not warranted
The company has a third party vendor who processes refunds via debit cardThe customer can visit www.prepaid.citi.com to cancel the card and be issued a paper check
Where a customer's credit is not established or the credit of a customer with the company has, in the company's judgment become impaired, or where the company deems it necessary, a deposit or other guarantee satisfactory to the company may be required to be supplied by the customer as security for the payment of future and final bills before the company shall commence or continue to render any type of electric service to the customerThe deposit request was valid
Initial Consumer Rebuttal /* (3000, 7, 2016/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That's a rather terrible response and I do not accept it as they did not notify me that a debit card was to be issuedIf they did, they didn't notify me in a proper way that got my attentionShame shame West Penn Power

Application of *** *** /*** is denied/Rejected Tariff "circumvention of debt" attempted by change of name. He was advised of the deceptive practices at the premise to avoid debtsLease has ***, *** and *** ***Board OF Public Utilities also advised. Application
DeniedNeeds $down, inspection by Township on the meter due to tampering. Medical certificate, would be accepted under prev account, and was accepted howeverNew document needed and bal would need to be paid in days.

Initial Business Response /* (1000, 5, 2015/09/11) */
On 8/27/2014, a deposit warning letter was sent to the customer
On 8/24/2015, a deposit of $was billed to the account, as the customer continued to pay after the due date
On 8/31/2015, the customer called to question the deposit
that was billed to the accountThe customer was advised why it was billed and the representative offered to split the deposit into paymentsThe customer requested to speak with a supervisor, in which she was advised that a supervisor would call her back
On 8/31/2015, a supervisor called the customer back and left a message on her voicemail
Company position:
The Company may require a security deposit according to Pa Regulation for the following reasons regarding delinquent accounts:
- If two consecutive bills have not been paid in full, or payment arrangements not made within five days of the due date
- If three or more bills were not paid within five days of the due date in the preceding months
- If the customer does not comply with the terms of a payment agreement
The Company can split the deposit into monthly payments if the customer would likeThe customer should contact customer service to have this done
Unfortunately, the Company is unable to change the customer's due date, as the due dates are determined by the meter reading routes in the areaThe meters are read on a specific dateThe account goes through billing a few days later, and the bill is due days after the bill is issued

I am rejecting this response because: I had only made a payment directly to the company instead of collections after being advised in May the collection account was closed I was on hold with Penelec for over mins trying to figure out why the account was pulled back to the company I was then advised by the rep I could begin making payments directly to Penelec When trying to do this in the following months I received conflicting informationUntil I receive a statement from the agency with an updated amount due "reflecting my May payment", I will not make any payments at all to either Penelec or the agency since as of 7/19/I was being advised by both entities they were not responsible for collections of the bill at that time