FirstEnergy Corp.

Initial Business Response /* (1000, 5, 2015/11/09) */
03/27/- the customer reported a low wire hanging wire04/14/*** *** opened a damage claimOn 05/15/the damage claim was denied, letter sent to the customer advising "On March 27th 2015, Penn Power responded to your report of a
low wire between ***Upon arrival Penn Power found a downed secondary wireSince no evidence of negligence on the part of Penn Power Company has been found, I must respectfully deny your claim." 10/29/customer opened a duplicate claimCompany claims department contacted the customer and explained the Pennsylvania TariffThe company advised the report about the line on 03/27/was the first report the company revived concerning that lineThe customer stated that the service wire should have been removed from the vacant houseThe company explained that we would not necessarily remove the service, rather disconnect powerThe customer stated the service crew advised him to file a claim and Penn Power would take care of itThe company advised him the crew was not responsible to make that decision

The customer’s account was enrolled with Green Mountain Energy as an alternate supplier from 1/21/to 11/28/The customer is currently supplied by PenelecThe customer is on the low-income program PCAPThe Customer was PCAP enrolled, effective 6/20/The Monthly PCAP credit is
$126.85. The account must also be enrolled in the Equal Payment Plan, also known as the budget, to be on PCAPCustomer's budget amount is based on a 12-month average bill that is reviewed every three months, and adjusted as needed. An adjustment in the customer's monthly amount could be the result of a change in usage, in their actual cost of service, 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 The location is listed as total electric including electric heating and the usage historically increases during the winter heating months An increase in the electric bill does not necessarily indicate the bill is incorrect. The utility is responsible for the meter equipment and meter readings. The utilities responsibility ends with the meter. The customer is responsible for the efficient operation and maintenance of all household appliances and equipment. There are several conditions that can impact customer usage. For example, December, January and February are traditionally higher gas and electric usage months due to customers heating their homes. Similarly, June, July and August are high electricity months due to the added use of air conditioning and fans to cool the home. The average temperature for the bill on 1/19/was degrees compared to the average temperature for the on 1/19/at degrees. The customer will expect to see a higher consumption bill with colder temperaturesIn accordance with Chapter (2), the company may estimate usage every other monthThe company does attempt to read all meters as scheduled, however sometimes there are circumstances beyond our control e.gaccess, storm restoration, extreme weather conditions, work stoppage, emergencies etcThe customer has options on months when the bill is estimated. The customer may provide readings by calling the Company or on the internet at www.firstenergycorp.com The meter was tested 12/11/and determined to be in accordance with Chapter and confirms all prior bills are accurateThe Company bills the customer for usage/consumption on the meter 3/1/18-The customer contacted the Company regarding the bill for service from 1/20/to 2/20/The customer stated she didn’t understand the billThe representative explained the budget plan (Equal Payment Plan) and that her account was on the in low income plan PCAPThe customer stated she felt the Company is only charging what it wantsThe actual reading for consumption on this bill was for KWH for $The amount due for the customer was $due to PCAP program credit and budget billingThe representative went over the bill in detail along with amounts due and payments and an assistance grant of $received on 1/18/The customer only wanted the amount dueThe customer was advised $due 3/14/The current amount due on the account is $due 4/12/The Company apologizes if the customer feels she was treated anything other than professionally

A refund check for $was issued 11/14/but never cashed. 12/7/- Customer calls to question receipt of the refund. He advises he never received the initial check. An order to cancel/reissue the refund check.12/8/- Stop payment was issued for the initial check and a new
check was issued.12/13/- Customer contacts the Company and is advised that the refund replacement has been issued. Customer disconnects call. Final position: Refund check was initially issued then reissued after the customer advises he did not receive

Initial Business Response /* (1000, 5, 2015/08/04) */
On 06/11/the bill was issued for a total of $which included $past due + $due 07/01/The bill was mailed to ***, the company did not receive any returned mailCustomer made payment of
$on 06/30/On 07/15/new bill issued for a total of $which included $past due + $due 08/04/Termination notice issued 07/21/effective on or after 07/28/for $On 07/28/the company spoke to the customer and granted an extension for the customer to make the payment of $on 08/07/The customer will still have a balance due of $

The customer has filed a Public Utility Complaint. At this time, the amount needed to restore
service is $cash only due to returned payments. Disconnect properly executed, within guidelines. Applications to change customer's have been denied. Final billing has
been issued, and customer has been advised.

On 08/10/*** contacted the company and requested to cancel service effective 08/14/On 08/11/*** contacted the company and requested to cancel his request to cancel service on 08/14/17. A new customer applied for service at this location effective 08/17/due to a system error
the account for *** did not cancel effective 08/16/17. The company is in the process of making corrections to the account***'s service end date is being changed to 08/16/

4/11/- A termination notice was issued in the amount of $scheduled on or after 4/25/18.4/18/@ 9:41am - The Company attempted to contact the Customer by phone. A message was left.4/19/@ pm - The Company attempted to contact the customer by phone. A message was
left.5/8/- Service was terminated and a notice was left at the property.The customer paid the requested amount of $on 5/8/and service was restored on 5/9/18. The company issued proper notice prior to terminating service. The customer has the option of contacting the company and using the automated system prior to service being terminated to make a payment with no wait time.

The company stands by its positionThe service at this
address has been in Stacey Gantt’s name since 04/26/Stacey Gantt is
responsible for the service/billing at this address as long as the service is
in their name
As previously stated, the customer’s meter had been
registering zero usage since approximately 08/23/As a result, customer was
being billed the minimum charge of $monthlyA meter can register zero
usage if location is vacant and service rarely being used or is meter is
stopped/dead
A zero usage letter was mailed to the customer, advising
the customer to contact the companyCustomer did not respond to letterThe
customer’s billings went from usage/billing down to no usage/$4.26,
while they were residing at this home, and never contacted the company to
inquire about the decrease, nor contacted the company regarding the zero usage
letter issued
On 09/27/17, the company installed a new meterOn 10/26/17,
the company obtained a reading of from the new meterThe prior removed
meter had stopped, thus the reason for the zero usage
On 11/10/17, the company billing department rebilled the
customer’s account for the time frame of 12/22/to 09/25/to bill for some
timeframe of the stopped meter
On 11/16/17, a payment agreement of $monthly + current
charge was set up on the balance of $
Customer is responsible for the rebilling from when the
meter was stopped

Delays were caused by the customer and their electrician. The Company was on site on several occasions and the customer work required was not complete. The Company made the final connection on 9/12/16. Customer is now energized

When
Ohio Edison received the call for a pole and wire down and on fire on May 18,
2017, the customer on record was the ownerThere is no record of owner or anyone calling on her behalf to cancel service and when *** *** called to
establish service in his name the order was
processed Since there has
been no service to *** *** *** *** *** since May 18, 2017, the move in
for *** *** has been reversed along with the security deposit request and
surge assistance program. The pole in question is a customer - owned meter poleOhio Edison will not replace the customer poleThe property owner and her son were notified previously of the situation and have indicated that they did not want power restored to the property. However, Mr*** was advised that in order to reestablish service an electrician would need to install a meter socket, weather head and connection point on the house so that Ohio Edison could install the necessary facilities to get to the property and establish service Mr*** indicated he was not able to afford an electrician.

The Company's claims department reviewed the customer's case again and will be in direct contact with the customer the week of 11-7-16. Thank you

Initial Business Response /* (1000, 5, 2016/03/18) */
On 03/03/2016, the customer called to discuss the bill for the period of 02/02/- 02/29/for the amount of $360.52(the bill include a past due of $for a total of $547.44) After reviewing the account, usage history and meter
readings, the company representative explained the bill was based on an actual meter reading and explained that the prior reading was estimated, thus some usage may have carried over from the prior month The representative offered to complete a Customer Billing Analysis, however, the customer declined The customer wanted the company to re-read the meter The company representative explained the option for the customer to supply a meter reading, however, the customer was unable to read the meter The caller requested a Supervisor The caller was transferred
The Supervisor explained that a low estimate from the prior month may have resulted in high actual bill The Supervisor advised electric heat and hot water are a high consumers of energy and this bill is reflective of that (the Apartment does have electric heat/hot water); the Supervisor further explained a sqfoot apt can use kWhs in electric heat alone The customer requested an additional meter reading to confirm usage The Supervisor complied and created an order for an additional actual reading The Supervisor explained that the company would notify the customer of the results of the new reading via letter
On 03/04/2016, company personnel obtained an additional actual reading
The reading confirmed the usage
On 03/07/2016, a letter was issued to explain that on 03/04/2016, FirstEnergy obtained a company read of indicating the meter advanced and that the bill was considered correct
***
The following readings have validated the usage
11/25/- 89841(actual)
12/02/- 89993(estimation)
12/29/- 90968(actual)
02/01/- 92041(estimation)
02/29/- 94121(actual)
On 03/04/the company obtained an additional meter reading of The usage has been validated
The company is unable to identify the specific cause of the increased electrical usage; however, as noted above, the electric heat is most likely to root cause of the high usage during the colder months
The bill is considered correct

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.As per the email sent from JCP&L we would like this charge (security deposit of 190.00 waived) with a promise from us that our bills will be paid on time going forward.Our bill with JCP&L is all paid up with the exception of the bill that is owed for November of $101.47This current bill of $that is due on November 15th was attempted to be paid by us on 11/12/through JCPL automated system on 11/12/but their automated system would not let us pay this amount.It demanded the security deposit of we also received a shut off notice from them on 11/12/if we did not pay the 190.00We don't agree with this security deposit fee because we were not informed by them by phone or written letterFirst they sent us a request of security deposit, then a shut off notice if not paid.Going forward, we would like this fee of waived with a promise from us that the bills will be paid on time. Please advise back to me when this amount is removed so we can pay amount due of $101.47

The interaction between
Mr*** and the Company IVR was pulled and reviewed. The IVR
advised Mr*** that it matched his telephone number to his account.
The IVR asked Mr*** to confirm his address began with *** and Mr
*** confirmed this
Both accounts have the same telephone number listed (*** *** ***) and
they both have the same address The Company IVR is designed to look for
the Premise Number (address number) and tie that to an Active Account, if the
customer does not enter an account number, which the account number was not
enteredThe customer’s telephone number is listed in the Premise Number field
on account *** and because that account was the active account at the
time of the call, the Company IVR matched the call to that account. The Company
IVR worked as designed
The Company stands by its position

Initial Business Response /* (1000, 5, 2015/11/11) */
This customer has not contacted the company to file a damage claimThe customer must contact the company and speak to a representative in order to have the damage claim filed so that the company Claims Department can
investigate/review
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
Revdex.com Spoke with consumer over the phoneBelow is word for word what the consumer asked Revdex.com to write as the consumer response
Consumer cannot help but feel her electric outlets have been sabotagedAfter filing a complaint, the electrical outlets by her door suddenly went out Consumer cannot help but feel the Illuminating Company is involved with another insidious entity which is a store chain that starts with the letter "T." Consumer knows there is corruption involved
Final Business Response /* (4000, 17, 2015/11/24) */
Business rebuttal from 11/19/
As stated in the Company's previous response, the customer must contact the company and speak to a representative in order to have the damage claim filed so that the company Claims Department can investigate/review

The security deposit of $was billed to the account due to the customer's payment/credit history in accordance with Mon Power's tariffThe deposit was paid in full with the 11/28/payment of $The Company has issued termination notices in the last months on 1/26/17, 2/23/17,
6/22/and 7/20/On 7/18/a bill issued for a total of $which included a past due of $and a current bill amount of $due 8/7/This bill included a bill message advising a security deposit would be required if bills continued to be paid late8/17/a bill issued for $budget amount due 9/6/9/14/a bill issued for $budget amount due 10/4/No payment received10/18/17 a bill issued for $which included $past due + budget + late fee due 11/7/Payment of $received 11/2/11/16/A bill issued for $which included $budget + security deposit due 12/6/A payment of $was received 11/28/The account is current with no payment due at this time. The next bill issues 12/19/

The Customer was sent a deposit warning letter on 01/21/The Customer did not make timely payments following the letter and was billed a deposit of $on 08/01/16. The deposit was placed on a payment arrangement and has since been paid. Company's request for deposit is in
compliance with NJAC 14:3-Deposits for service (d) and company tariff section 3.09.NJAC 14:3-Deposits for service (d) A utility may require an existing customer to furnish a deposit or increase their existing deposit if the customer fails to pay a bill within days after the due date printed on the billThe deposit required shall be in an amount sufficient to secure the payment of future bills.JCP&L Tariff Guarantee of Payment: Where the credit of an Applicant for Service is impaired or not established, or where the credit of a Customer has become impaired, a money deposit or other guarantee satisfactory to the Company may be required as security for the payment of bills for Service before the Company will commence or continue Service.The tariff is held until a satisfactory payment history is established for at least consecutive months. Interest is paid monthly.The deposit is correct and is in no way connected to any claims filed by the customer. It is based on the customer's payment history alone

07/31/- Customer called to advise they installed a new fence which would result in an access problemThe customer provided a number to have someone contact her about access08/08/- Customer called back about no access to meterThe representative advised the order was still open and advised
it could take 7-working days for her to be contacted08/18/- Custoemr called about no access to meter and no body contacting her yetThe representative created another order and advised customer to call back if he does not receive a call09/13/- Customer called regarding a letter he received regarding no access to meterCustomer reached out to Company twice to discuss but had not heard anythingThe representative provided the customer with the meter reading supervisor inforamtion to call her directly09/26/- Customer's account was rebilled from 2/24/to 9/21/for usage since last actual readingCustomer's balance was $A rebill letter was issued to customer10/03/- Customer contacted the Company via the web about the rebill and amount of $A representative responded back via email advising the customer's previous months bills had been estimatedAny unbilled usage would show when an actual reading is obtainedBased on the amount of rebill the Company concludes the previous month's bills had been underestimated and the usage is catching up with the actual readingThe Company billed the account based on the difference between previous actual reading and current actual readingThe representative also advised that customer could provide the Company with a reading to make sure the Company's reading was correct. 10/05/- Customer contacted the Company again via the web about the rebill and amount owingCustomer felt he should not have to pay the amount since he contacted us about the no access issueThe representative responded back via email that the amount of $1,is the current bill balance based on the difference of the current read and the usage since the last actual readWe have to bill your account for what was actually consumed during this time periodIf you are unable to pay the bill balance in full, payment arrangements are available to you10/09/- Customer called for payment arrangements and an agreement was establishedRevdex.com complaint was received 10/11/The Company is willing to offer a 25% reduction of the amount of $if it will satisfy the customerThis would result in a credit of $We will also reset the Company's agreement

The Company records indicate the applicant (Ms***).contacted the Company on 11/10/to establish in her name at the property listed in her complaint. During the application process the representative discovered a final outstanding balance in the applicant's name from her prior
account for service up to 5/21/and additionally she was tied to the property she was requesting service at and therefore she was advised she would be held responsible for a total balance owing of $1928.51. After updating the applicant's financial information she was required to pay $and advised to comply by 11/28/and was denied in writing. She was provided with all agency referrals and payment options. I have not included the denial letter and termination notice issued to the applicant as this information contains all applicant's personal information.If you need additional information please let me know.

The ticket number provided by Ms*** shows the payment was not deductedThe Company is not able to issue a refund check when no refund is due. Ms*** should file a dispute with her banking institution if any charges appear that she did not authorize