FirstEnergy Corp.

The coding which prevented a check payment on the account has been
removed. Ohio Edison attempted to contact the customer 9/9/at the phone number provided, but was unsuccessful in reaching the customer. The customer can contact Ohio Edison to process a
check payment.

Ohio Edison records show customer’s service was disconnected
for non-payment 1/18/The disconnect notice was included on customer’s
12/21/bill due by 01/04/Additional day notice was issued 1/5/
Ms*** contacted OE 1/17/requesting additional days
Agent
explained she was not eligible for an additional days, however was
eligible for a payment plan. Ms***
indicated she would call backNo
records of a call back until 1/20/17, after service was disconnected
When Ms*** contacted Ohio Edison 1/20/17, she wanted to
know status of medical certificate and indicated her fiancé had called 1/19/
to have medical certificate faxed. Agent
advised Ohio Edison had no record of a call made to the company 1/19/The
agent advised if medical certificate was needed they would need to provide
doctor information ASAP because same day reconnection would only occur if the
medical certificate was sent and returned by the doctor before 3:PM,
otherwise it would be next business day.
Ms*** contacted Ohio Edison back 1/20/and provided
doctor fax # of *** and medical certificate was faxed
Ms*** contacted Ohio Edison 1/23/regarding medical
certificateAgent advised the medical certificate was not received from the
doctor yet
Medical certificate was received from the doctor 1/23/
after 3:PM, at which time the order for reconnection was issued for the next
business day, 1/24/
Ms*** contacted Ohio Edison 1/24/for status of
reconnect and was advised the service would be reconnected by end of the day,
1/24/
Service was reconnected by Ohio Edison 1/24/
Ms*** contacted Ohio Edison 1/25/and stated power
was still off. The agent advised company
records show the service was reconnected and advised customer to check her main
breakerContact notes indicate, she did check the breaker and confirmed the
power was on
There is no adjustment warranted for this account

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 back The 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

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/

The customer was contacted, I explained the billing and rates, she accepted the explanation and was satisfied. The complaint was with ref to electric supplier rates charged not JCP&L rates.

The customer reported an outage to the Company on 3/5/18. The customer's outage is related to several major storms in the area that caused extensive tree, pole and wire damage. We have more than 1,JCP&L linemen, damage assessors, hazard responders, forestry personnel,
dispatchers and contractors are working to restore customer outagesIn addition, more than line workers from other FirstEnergy utilities and contractors are on-site or in transit to assist with restoration efforts in New Jersey. High winds made initial restoration efforts challenging due to safety concerns for crews using bucket trucksHeavy, wet snow caused additional outages and also prevented access to some damage locationsJCP&L crews and other personnel continued to work round-the-clock to make repairs and deploy resources as needed until all work was been completed and customers were restored.

The total account balance is $921.86, of which $is past due and $are current charges due on 07/10/ Customer is currently on a payment arrangement set up 03/30/to pay $by 04/03/and the remaining balance in installments of $plus current bill for months A broken
payment arrangement disconnection notice was issued 06/28/for a disconnection amount of $1162.32, a catamount of $336.92, with a disconnection date scheduled on or after 07/05/The last payment posted to the account on 07/04/of $336.92. The customer is no longer in threat of disconnection of service

I am rejecting this response because: I cant pay the until Friday the 22ndBut I will call in Friday morning when they open and pay the I have children ages and and my fiance has copd and we cant lose the electric Could I pay the on Friday the 22nd?

Initial Business Response /* (1000, 5, 2016/01/27) */
MRegional Reliability Engineer spoke with the MSupervisor of Regional Operations, who advised that the following occurred on 11/30/2015:
This was a forced outage to the 13.2kV at *** due to a faulted 4.8kV
underground cable fed from the #Bank
When the 4.8kV cable faulted, the fuse protection for the bank operated correctly, serving part power / no power to all of the 4.8kV customersA serviceman was the first responder and in order to isolate the bank, the safest option was to de-energize the 13.2kV feed via SCADA thus allowing the serviceman to open the B(within a few feet of the troubled bank) then restore the 13.2kVThe device that de-energized the troubled bank also de-energized the source for and lines (Mr***'s circuit)
The Engineer was not sure of any reason why performing switching on the 13.2kV by operating the 3Bwould have caused damage to customer equipment
We did receive a secondary order on 12/01/from this customer regarding partial powerThe Line Department responded and checked the voltage at the meter base to find it to be 120/121/
Per MManager of Regional Claims:
We received claim # *** on 12/30/regarding damages the customer endured due to an outage we had on 11/30/The customer is stating that there was an issue with their generatorThe Claims Manager contacted the customer on 12/31/2015, and advised them that we received their claim and it was being investigatedAfter reviewing all relevant information regarding this claim, there was no evidence their damage was caused by any improper conduct on the part of Mor its employeesA claim denial letter (attached) was sent to the customer on 01/06/
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Mis exactly as expected, a tap dance of denial around accountability from a monopolistic company & it's representative My home generator was working perfectly prior to this event on the 30th; my home generator ran it's scheduled exercise at 11:00am on Sunday the 29th (exactly as it does every week, logged) When this event happened on the 30th, we immediately lost all power in the home; when it came back on we had 1/of our home lighted and our generator not working We contacted Mthat morning This is more than just mere coincidence or happenstance as Mis trying to portray
We hired two (2) certified master electricians (AKA "guys who understand electricity flow and how it affects homes"), both have signed statements confirming the damage to my transfer and generator were, in fact, done from a outside power surge With that, we also have a manufacturer statement confirming the physical damage to our generator was caused by a power surge as it "fried the control panel"; we have the control panel as evidence Rather than Mbeing a reputable, moral, customer service orientated provider focusing on satisfaction of service, they are basing a claims denial on an engineer statement of being "unsure", to which I counter with two (2) certified master electrician statements of "100% certainty" and supporting physical evidence
This just shows the type of people that are employed at Mand the mission statement of their company At any cost Mwill duck, dodge, or deny accountability to save bottom line dollars for their company, all at the expense of the people they promised to service Everyone who deals with Mneeds to know this story so they understand who they are dealing with as to prepare for possible frustration, heart ache, and unnecessary financial burden It's unfortunate that power supplier options are limited, if at all optional in some areas; Mwould be fired on the spot if they were a true representation of a free market Mhandled this issue with a classless, disrespectful, and tyrannical approach; they deserve to have their true colors exposed Their claims department, customer service department, and executives should be ashamed of themselves
Final Business Response /* (4000, 9, 2016/02/04) */
As previously stated, the voltage issue was caused by a sudden and unforeseeable failure of an underground lineThere is no evidence that the damage was caused by any improper conduct on the part of Mor its employeesThe Company's position has not changedMis unable to honor the claim for the property damage

Initial Business Response /* (1000, 5, 2015/12/17) */
Service at ***, Salem OH was in the name of *** *** 5/1/- 6/4/The account was enrolled in online billingService was disconnected for non-payment 6/4/Final bill was issued 6/17/
Mr*** contacted the
company and made payment 9/21/and service was reconnectedCustomer was advised of check by phone payments with no additional fee or credit card fee of $Customer chose to pay via credit card and pay additional $fee
The mailing address was entered as ***, *** OHOE received no return mail on the bills and no contacts from customer reporting that he was not receiving a billFailure to receive a bill, does not exempt a customer from paymentCustomer should notify company anytime a bill is not receivedService was disconnected for non-payment 12/4/Customer called 12/8/and updated account and was advised of reconnection feeCustomer has not requested reconnection of service, therefore no reconnection fee has been charged to his accountDue to incorrect mailing address, OE will agree to a one-time waiver of the reconnect feeOE apologizes for incorrect mailing address
Customer paid $via credit card 12/10/Credit card fee will not be waived, as that is the payment option chosen by the customer and fee is advised upfrontIn addition, the credit card fee is not an OE charge; it is a fee charged by the third party vendor who processes the credit card payments
If customer wants service reconnected he need to contact OE to complete reconnect request
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept, however, not to my satisfactionOE is not accurate in their response in many ways(convenient)Credit card fee is $according to their repsThe *** Address was NEVER mentioned in my conversation with their repNumerous details are not in my account, as far as what was said and discussed, after the first disconnectAs a consumer, with no other options for this service, I am stuckTrying to get satisfaction from a huge monopoly is just not going to happenThey know they got youI expected little, and I received what I expected

Attached the billing statement for the location showing amounts billed, dates, customer payments as well as correctionsCompany stands by original response

Initial Business Response /* (1000, 5, 2015/11/03) */
Due to non-payment of bills a residential termination notice was issued to the customer on 10/6/listing an amount of $and a disconnection date of 10/20/
Personal contact via telephone was attempted on 10/at 9:AM, message
leftAnother personal contact via telephone was attempted on 10/14/at 5:PM, message leftThe customer's service was disconnected for non-payment on 10/20/2015, notice posted at property
On 10/21/2015, the customer called the Company's credit department regarding restoration of serviceRepresentative offered to update financial information, customer declinedRequired $(disconnect notice amount) plus $(reconnect charge) total of $to restore and provided the customer with all payment options and offered to provide agency referralsCustomer refused agency referrals and paid restoration amount of $Representative created restoration order for 10/and advised customer of Company's restoration process which allows up to hours to restore serviceAdvise customer to turn off breakers and make sure meter service has access to meter
Company records reflect the customer service was restored on 10/22/at 9:AM
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know everything they stated and that part I agree with
I am requiring compensation for the food that was lost during the length of time it took to restore my service

The 09/15/billing detailed a past due of $and a
current of $due 09/29/17, totaling $A termination notice in the
amount of $236.82, dated 09/29/17, was also issued
On 10/02/at 10:52am, service was terminated for
non-payment
On 10/20/at
11:10am, customer contacted the company
regarding restorationCustomer was advised to pay $($termination
notice amount + $reconnection fee) to have the service restoredCustomer
requested to speak to a Supervisor to dispute payment of the reconnection fee
Customer did not feel that he should be responsible for the reconnect fee
because he attempted to make payment over the weekend online/thru the company
IVR; however, system wouldn’t allow himCustomer spoke to a Supervisor who
advised that the fee would not be waivedWhen an account is in disconnect
status/past the termination date, the system will request that customer speaks
to a representative so that the termination can be stoppedThe termination date
was 09/29/As a result, service could have been terminated on or after
8:00am on 09/29/17; however, was not terminated until 10:52am on 10/02/The
reconnection fee of $will not be waived/refunded

The customer filed a PUC complaint on 06/26/and was placed on a PUC payment agreement for budget + supplier dollars + $The PUC is the governing body over the Company and this is the best plan for the CustomerCustomer's budget amount is based on a month average bill that is reviewed
every months, and is adjusted as neededAn 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 conditionsOnce a year, the customer will receive an anniversary billThis 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 sued for that periodThe customer has chosen to have an alternate supplier and therefore their charges are not included in our budgetTheir charges are in addition to our budget amountThose charges will vary month to month based on the rate the supplier is providing and what the usage is
In regard to the pole in the back yard:Per an External Affairs Manager:
Line supervisor went to the customer’s residence today to check out the poleHe did encounter the customer while he was there.The pole in question is a customer-owned poleOur triplex runs to this pole from another poleFrom our triplex, the customer’s entrance cable goes down the pole to the meter boxFrom there, the service goes underground to the customer’s trailerThe customer-owned pole is tied to a treeLine Supervisor did explain to the customer that the pole was owned by her, not PenelecShe appeared to accept that fact
After learning that pole was hers, the customer then complained that another pole has been struck by lightning several timesLine Supervisor inspected that pole and found no evidence that it had been struck by lightningLine Supervisor states the pole does lean a little, but that it is not an issue
The pole with the transformer that serves this customer was replaced on or about 9/4/It broke during a storm In regard to billing, the customer does not use only $a month. The customers average bill is $143. That is based on the prior months of usage consumed at the premiseThere was not an $payment made in March, there was a payment of $made in March and that is the only payment for (with the exception of an agency grant in May).Customer was removed from PCAP in which caused a prior balance to become dueThis balance is part of the PCAP deferred arrears. When trying to re-enroll in PCAP, the account balance needs to be paid down to whatever the deferred arrears amount is prior to being eligible for re-enrollment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBut I don't understand is that the services were never turned off and I would never mess with an electrical box the came out and did a reading on 9/but never shut the services off until a couple of days before I sent this complaint in. We even asked them if the had any evidence that we messed with the box which I know for a fact that noone in my house hold would ever do something I like thatAnd they told us that the didn't have an answer and hung up on us

Account
is in the name of *** *** at ** *** ***, *** **
***. Customer has been given two Company agreements on
02/07/18 and 04/16/18. April agreement began with
04/25/bill issued in the amount of $due May 15, 2018.
Customer
defaulted on that agreement as payment was not received by the due date.
05/21/
- A termination notice was issued in the amount of $scheduled on or
after 06/05/18.
05/25/@ 09:AM -
The Company attempted to contact the Customer by phone. The answering party hung up
05/29/@ 06:PM -
The Company attempted to contact the Customer by phone. The answering party hung up
06/04/- *** *** contacted the Company regarding a
termination notice. The Customer was
quoted $to maintain serviceCustomer states will call back on 06/05/
to make payment. Potomac Edison
representative advised no guarantee of service as account was scheduled for
disconnection 06/05/18.
06/05/@ 1:25pm- Customer's service was terminated for
nonpayment. A post termination notice
was left at the property
06/05/- *** *** contacted the Company at the same
time service tech at location to terminate service. Payment was not received before service was
terminated.
06/05/- *** *** contacted the Company regarding
termination of serviceThe following options were provided: The amount the Customer was quoted for restoral
included past due balance of $and $reconnect fee plus a security
deposit amount of $for a total amount of $1006.77. The Customer ended the call
Customer will need to make payment in the amount of $
and contact Potomac Edison for reconnect to be issued for restoral next
business day.

Initial Business Response /* (1000, 6, 2016/04/05) */
The deposit requested can be waived if the customer sets up auto pay, with regard to reset of the passwordAfter attempts the customer is locked out for security reasonsAn online message was sent to the customer and a request to contact a
representative directly
Initial Consumer Rebuttal /* (2000, 8, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/03/22) */
According to Accurint a program that provides information that allow quick and easy access to personal people search records *** *** was an occupant at *** and benefited by the service to this locationThe
restoral amount will need to be paid before service will be restored to this locationCherry (***) Groves has been provided the amount required for restoration the same day that the service was turned off for nonpayment of services rendered

Initial Business Response /* (1000, 5, 2016/03/02) */
I contacted the customer *** *** today I advised we received the Revdex.com complaint and explained we are regulated by the BPUThe customer was confused by the billed amount and the security deposit installment planI clarified the EPP I
explained how to read the bill, where to find the EPP information, how to locate the actual account balance I also explained this is a month program that reviews at months it has the ability to change based on the actual usageI advised the customer could call to be removed from the budget if they wanted to pay the actual account balanceI explained the security deposit is now paid in fullI explained the balance due is $due 3/15/I placed a hold on the account until the next due date 4/12/The customer will be billed the $on 3/28/The customer thanked me for calling and explaining her bill

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlbeit, as of today, Friday June 15, have not seen or heard anything from CEINice they have processed after two months of nonsenseCannot, and will not understand the $commentThey had the money, my money! Not like they had to wait for a check to clearetcNow all feel issue has been settledExcept for one thingI don't have any refundHence for me I'm no different than I was on April If they processed on June 5th, what is holdup now? That was ten days ago!