FirstEnergy Corp.

Initial Business Response /* (1000, 5, 2015/10/21) */
10-21-
A review of company records indicates *** *** contacted the company 8-9-and placed the electric service in his name at *** in Morgantown, WV
No other contact was received from the customer until
1-16-when he contacted the company to cancel the service in his name Mr*** advised the company he did not realize the account was in his name and he refused to provide a forwarding address He was advised if the landlord contacted the company and took responsibility for the date he moved out, corrections could be processed
The service was cancelled in Mr***'s name as of 1-16-and the bill is due as rendered for

Initial Business Response /* (1000, 5, 2015/10/20) */
Customer's total account balance is $677.66, of which $is past due and $is current charges due 10/26/Customer is currently enrolled in PIPP Plus program, however has failed to make monthly paymentsThe most recent payment on the
account was Ohio regular HEAP grant of $was received 1/20/
Customer is not eligible for another medical certificates, as medical certificates were utilized 5/20/15, 6/19/and 8/20/
Customer has pending disconnect for $due by 10/26/Customer can pay $and maintain service for another days under Ohio Winter Reconnect Order

This customer has filed both an informal and formal PUC complaint regarding the same issueThe Company is currently working with the Public Utility Commission to resolve this matter

As in the prior Company response, when the customer signed
up for direct debit through the website, there are terms and agreement that
explains that payment will be deducted from the account no sooner than (5) days
after the “billing date”, that must be clicked/selected prior to enrollment
confirmation
The terms and agreement state no sooner than (5) days after
the billing date, not the due dateSo, the payment would be deducted no
sooner than days after the billing date/date the bill issues
The Company stands by its position

I am rejecting this response because:First thing: I do remember telling the guy that we would need service for the construction workers, but whatever, I find it stupid
that all I am getting is the run aroundYou have all of my information can you not just initiate a temporary service request? Why is that not a box that you can check on the form? Let me know if I call in and request a temporary service request "if you can't do it now" then how long before they come out and set the poles for that service? I was told that they would be starting on the home in approxMarchOr is there some kind of a form that I have to fill out again? Am I going to get charged more money? If so this is gonna be one mad mama

Potomac Edison records reflect *** ***
was assessed a security deposit in the amount of $on her April 28,
billing statementThe required security deposit is two times the average bill for this location. In accordance to *** ***. Reestablishment of
Credit
BA
residential customer who has established credit and is receiving service, but
who fails to pay a bill by the expiration date of a termination of service
notice, may be required by the utility to reestablish credit by depositing the
amount prescribed in Regulation of this chapter in addition to paying the
outstanding bill and a reasonable reconnection charge, provided that any prior
deposit paid by the customer has been refunded.Statement of account is attached to show that customer is not paying for services rendered in full and by the due date of the bill.Usage history since moving in this location customer has consumed 15,kWh in days or kWh per day average. This location is coded total electric and winter heating is the cause of higher usage from September through March. Bi-monthly estimates are a part of Potomac Edison's billing process. A customer is able to submit a customer supplied reading instead of receiving an estimated bill. The reading can be provided by contacting customer service at *** via automated system, speaking to a representative or on our website *** Bills are rendered monthly. The interim monthly bills are based on an estimated usage calculation. Per our Maryland Commission approved Tariff Section *** (b). *** *** requested service to be take out of his name as of June 15, 2017. Current account balance is $due June 15, and final bill will be issued for service from May to June 15,

I am rejecting this response because: You admit there was a problem but yet won't pay for the damage caused by your negligence.

The customer has been advised of final Company position. Bal of $145.60 due, no call was found to final the account

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 moveCustomer 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 planPIPP amount was $monthlyAmount 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

Initial Business Response /* (1000, 14, 2015/12/10) */
On 09/30/the customer called to end his account effective 10/30/The customer was advised to contact his alternate supplierThe customer was satisfied
On 11/03/the customer called in regard to his bill for $from
10/01/to 10/30/being estimatedThe company representative advised the customer he could obtain reading and we could review for rebillingThe customer hung upDispute rights were issued
Co Final Position is the final read was interpolated based on the reading obtained 09/30/The reading used is in line with the average daily usage from last year, 2014, the same time period (kWh a day), and also same year month prior (kWh a day)The customer was advised that he could provide a reading, however, he disconnected the call and a reading was not providedThe bill is correct as rendered
Initial Consumer Rebuttal /* (3000, 16, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unlike most people, I took a whole month to moveI didn't live there every day like the same time last yearWhat they are simply offering to say is, obtain your own reading or get ripped offThey had plenty of time in advance to obtain their own readingThe meter is in the buildingAfter I moved, I had no rights being there, let alone being in a building that doesn't belong to meWhy should I have to get my own reading? This is an instance of bad businessTheir justification couldn't be further from the truthBottom line, I wasn't there to use the amount of estimated powerIt's their job read and service the meterI shouldn't have to worry about it when I gave plenty of notice
Final Business Response /* (4000, 18, 2015/12/25) */
The company has obtained an actual reading and the account is being rebilled based on this readingThe customer will receive an adjusted bill once this has been completed
Final Consumer Response /* (4200, 20, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know there has been a tenant living or lived there since I vacated the propertyI have paid my bill promptly and AM a good customerIf I could completely change companies and do away with them, I would in a second

05/12/17,
a disconnect notice was mailed to the customer for disconnect for $on
or after 05/26/
05/24/17,
company attempted to contact the customer to advise a notice had issued. The answering party hung up the phone
07/06/17,
service was
disconnected
07/06/17,
customer contacted the company concerning the disconnection of service. Customer was advised that a total of $
($arrears and $reconnect fee) would be needed prior to restoration
of service. Customer advised a medical
condition existed in the home. A medical
certificate was faxed to the doctor.
Customer was advised that the account is active in PIPP and unable to be
set up on a company agreement. Customer
requested to be removed from PIPP and enrolled in a payment agreement. A request to remove the account PIPP was
created
07/07/17,
customer contacted the company concerning the disconnection of service. Customer advised that the doctor is out of
the office and unable to complete a medical certificate. Customer questioned about PIPP removal. Company advised that an order has been
created to remove the account from PIPP but that alone will not restore the
service. A medical certificate signed by
a physician will still be needed or the requested amount of $will need
to be received.
07/07/17,
a payment in the amount of $was received. An order to restore the service was
created.
07/08/17,
service was restored
07/17/17,
the payment of $was returned.
Company position:
The
customer was advised that removing the account from PIPP alone would not be
enough to restore the service. A medical
certificate from the doctor was not received.
The customer submitted the payment, and order to restore the service was
created. The payment has since been returned.

Initial Business Response /* (1000, 5, 2016/01/05) */
Revdex.com case #*** - *** ***
Shared metering request opened 3/16/for property at *** Customer contacted by meter department a number of times and letter issued regarding scheduling an appointment for
proof of shared metering or for the customer to provide proof that he no longer owns property Customer failed to respond to Company therefore service for this property was placed in his name as of last actual meter reading and tenant's balance of $was transferred to the customer new account ***
Written utility report issued to the customer on 3/29/advising that due to his failure to comply with the Company's requests to investigate the service at this property was placed in his name, Copy attached
On 09/11/customer said no shared metering at property Representative created shared metering notification and left message with the owner *** *** III to contact meter department to schedule appointment Customer was given until 10/1/to schedule appointment and written utility report issued
09/17/Company representative left a message with meter service telephone to call back to schedule appoint for verification of shared metering
09/20/- customer called and said the shared metering issue at *** does not existRepresentative sent request to meter service department to scheduled appointment with customer He stated that we took his tenant's word for the shared metering at the property but we are now saying that we have to investigate before removing the codingI advised that the service was placed in his name due his non compliance to the Company numerous requests Customer said that the prior tenant, Kara Ramey, called and stated that her uncle was running an extension cord and no shared metering existedAdvised customer shared metering needs to be investigated A hold was placed on his account pending the shared metering appointment and investigation
09/24/- Meter service representative called the customer and left a message regarding shared metering investigation Advised he has until 10/1/to comply with Company's request otherwise the service will remain in his name and coded to reflect shared metering
Shared metering representative noted customer was called on 9/11, 9/17, 9/and 9/20/regarding shared metering appointment needed And called by meter services on 09/& 09/24/and owner has not responded
According to Company records the customer finally scheduled an appointment for shared metering at *** on 12/19/ Meter representative states no foreign load/shared metering found at this time Meter *** only serves*** Written utility report was issued to the customer on 12/31/advising of this however also advising the customer that due to his failure to comply with the Company's numerous requests he is still responsible for all consumption charges from 3/2/to 12/31/for total of $ Copy of UR included
On 1/7/2014, the customer called regarding being held responsible for charges at ***, *** dating back to March of when this service went into his nameI explained that due to the customer not complying with our requests to investigate the report of shared metering at this property he was held responsible for the chargesHe stated that he was never notified that there was an issue at ***, ***Representative advised of numerous contacts via telephone and written utility reports issued Customer did not respond and still insisted that he was not aware of the shared metering issue at this property The customer was provided with all I information in order to file a complaint with the PUC
According to the Company's records the account *** was in the customer's name from 3/2/to 4/1/ Final account balance owing from this property was $
Company's procedure regarding final account unpaid balances is to transfer all customer unpaid final account balances to like accounts in the customer's name
Company records indicated on 6/29/the above addressed balance of $was transferred to the customer's active account at *** Copy of account statement shows balance transfer
Company's final position is that the customer is responsible for the final outstanding balance of $from ***, ***

Initial Business Response /* (1000, 5, 2015/11/04) */
Ohio Edison (OE) has not received a service application from Mr*** *** at ***, OH, however OE will not change names on an account to avoid paymentCompany records reflect Mr*** is and has been a member of the
household at this addressMultiple contacts from both him and Mrs*** ***, as well as several medical certificates received for Mr***The balance would need to be cured in Mrs***'s name or Mr*** can contact OE to apply for service in his nameHe would be required to provide a sworn affidavit regarding the change in household, as well as legal document confirming the separation from Mrs***A security deposit in the amount of $would also be required

Initial Business Response /* (1000, 5, 2015/08/19) */
A representative attempted contacted, the customer *** *** on phone #*** no answer left message.Ad customer to fax email confirmation page to *** this is needed to investigate paymentIt was verified with Customer Self
Service that if customer can provide email proof stating payment amount $we will investigate if error we can refund
A mailing was sent to request a call backThe customer paid her balance due on the website 7/29/posted 7/31/the amount due at the time of payment was $The balance due of $was due on 7/13/this was not paid and caused the deactivation of the installment planThe account billed on 7/27/was $If the customer calls we will update her

I am rejecting this response because:
I have a credit score. I do not have any payment arrangements in place. I have not been days late in over at least years if ever. I think my credit history more than estabilshes that I pay my bills. If my money is not refunded I will take further action. I will also be changing my electric provider

This service was on scheduled for and completed on 11/29/16. The required electrical inspection was received on by CEI on
11/17/

The customer filed a complaint with the PUC on 8/16/requesting a new payment PUC payment arrangement due to a change in income. The company responded to the PUC advising that the customer's request is valid and the PUC should issue new arrangement termsThe company is awaiting the PUC's
decision. Field collections are on hold pending receipt of the new terms

Customer
was enrolled with the alternate supplier Constellation New Energy from 08/23/
to 11/30/
The Price
to Compare (PTC) is the price per kilowatt-hour (kWh) the Company will charge
for the generation portion of electric serviceThe PTC values are updated
quarterly
(March/June/September/December)Customers have the option to shop to
save money if they purchase electricity from an electric generation supplier
for less than their Price to CompareThe PTC is listed on the customer bill
each monthThe company does not know what kind of contact (fixed or variable
rate) the customer has with the alternate supplier
The
customer was enrolled with the alternate supplier, from 08/23/to 11/30/
The customer was on bill ready billing while enrolled with the alternate
supplier and the Distribution Company sent one bill to the customer, which
included both Distribution and Generation supplier chargesEach party
calculated its own chargesThe utility provides meter reading to the
generation supplierThe generation supplier has three (3) business days after
receiving the consumption information to return customer charges to be included
on a single bill
From August
to November 2016, the company price to company has ranged from a high of
$(August 2014) to a low of $(April 2015)

Initial Business Response /* (1000, 5, 2015/09/09) */
Due to late payment history during the past months, customer's security deposit is not eligible for a releaseThe customer is also currently past due on the account in the amount of $
Initial Consumer Rebuttal /* (3000, 7,
2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was promised a return of my deposit after monthsThere was no stipulation that I couldn't be late on a payment

03/24/17, customer contacted the company concerning
recertification into the PIPP program.
Company advised that no payment is due to recertify for the
program. The customer would need to
verify income and have the agency send over the reverification for the
program
03/29/17, customer contacted the company to advise that the
state of Ohio has a lock on the account due to an audit. The reverification for PIPP cannot be sent
over. Company advised that the account cannot
be enrolled in PIPP until the reverification is received
06/21/17, PIPP reverification received from the agency. PIPP default of $is due prior to
reverification into the program
08/30/17, customer contacted the company concerning a
disconnect notice. Customer was advised
a payment of $would be needed to stop the disconnection of
service. A payment of $is needed
to recertify for the PIPP program.
Customer advised that $will be submitted 08/30/17. The remaining $for the PIPP
recertification will be paid on 09/03/
Company position:
The customer was removed from PIPP due to no being current
with PIPP payments on 01/12/17. Customer
was advised in March that no payment was needed to recertify but the
income will need to be verified and a re-enrollment will need to be received by
the company. An enrollment was not
received until 06/21/17. When the
enrollment was received, payments were needed prior to recertification. The
customer will need to contact the agency with a dispute about their
process. Currently, a payment of $
would now be needed to recertify for the program. As bills issue and come due, the amount
needed will change