FirstEnergy Corp.

The customer submitted a rebate application request for
residential HVAC equipment and it was received by the rebate processing center
on 5/15/17.The application was selected for a Field Quality Assurance review. The review was completed on 6/2/and the status was update to approved
for payment. The customer called on 7/10/and 7/24/to check the status of the rebate. It was determined that the rebate request had been done remotely and during this process the request was not processed completely. A new review step has been added to the rebate approval process to verify that remote updates have successfully completed to prevent this from happening in the future. The application was approved on 8/17/and the rebate will be released on 8/19/

Initial Business Response /* (1000, 5, 2015/11/05) */
The customer's account is on the Average Payment Plan, as known as the budgetThe Average Payment Plan allows customers to level out high/low seasonal billsThe monthly amount is calculated based on the recent month history and is based on
a day billing period, unless the bill is less than days or more than days then the APP is prorated based on the number of days in the billing cycleThe monthly amount adjusts based on a customer's consumptionAnniversary billing prevents the customer from having to pay a lump sum at the end of the month period by taking the A/R balance (debit or credit) and dividing it over the next average payment plan amounts
The billing cycle is in accordance with Potomac
Edison's tariff per the WV Commission rule 10.cwhich states "Bills shall be rendered, as nearly as practicable, for day periodsHowever, bills for less than days or more than days shall be prorated on the basis of the ratio of the number days in the period to thirty days."
Payment is due days after the bill is rendered per Potomac Edison's tariff N.dA payment would not be due on weekend or a holiday

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.

The customer has not contacted the company to discuss a bill for $- Please advise the customer to contact the companyThe customer is on a bi monthly meter reading scheduled with some exceptions - per guidelines - If a utility bills on a monthly basis, it may estimate usage of service
every other billing month, so long as the utility provides a ratepayer with the opportunity to read the meter and report the quantity of usage in lieu of the estimated billThe customer does have options to estimated billsThe customer may provide readings via our automated system at *** or the internet at *** (***). In addition, the company does attempt to read all meters as scheduled, however sometimes there are circumstances beyond our control e.gaccess, storm restoration, extreme weather conditions, emergencies etcThe customer does have options to estimated billsThe customer may provide readings via our automated system at *** or the internet at *** (***). The meter reading are considered accurate. The customer has opened several PUC cases; most recently on 10/19/- this case was dismissed on 12/9/2016.The customer is also on budget billing - The Equal Payment Plan (EPP) - The EPP is designed to make Residential Customer's monthly payments consistent throughout an entire year, leveling out seasonal highs and lows.The monthly payment amounts are based on previous invoiced history at the premise.The EPP amounts are reviewed every three (3) months 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. A LIHEAP Cash Credit of $was received on 10/27/2016The customer is on PCAP, which provides low-income residential customer's of Met-Ed, Penelec & Penn Power with the following:• Monthly credits to assist them with lowering their energy costs.• One time opportunity is given at the time of their initial enrollment into PCAP, to eliminate their past due balance through monthly debt reduction in recognition of in full consumption bill paymentsThe monthly PCAP credit is determined by the customer total gross (before taxes) of all household income, main source of heating for the home, and annual energy burden (previous months of usage from the Premise).Based on the findings of the WARM Program audit the following was provided to the customer:• A cu ft top mount energy efficient refrigerator• wall mounted thermostats to better and more accurately control his electric baseboard heaters• Smart Power Strip to automate the shutdown of peripherals associated with computer and entertainment equipment• LED light bulbs (Mr*** had already installed CFLs in the majority of his eligible home light fixtures)• LED Nightlights• Compact Fluorescent Light bulb (CFL)

Customer called on 12/08/to end service with a stop
date of 01/03/and had no forwarding address at that time
A final bill was issued on 01/12/2018, the amount due
$by 02/01/
The Company was notified by the postal service on 01/15/
of an
address changeThe mailing address was updated to *** *** **, ***, ** ***.
The address was updated after the final bill had already
been sent.
The following payments were received after the account
closed: 01/30/$25.00, 03/13/$10.00, and 03/20/$
The account balance is $and payments can be made
directly to the Company.
The account is not being reported to an outside collection
agency at this time.

Company records do not show that the customer was advised that nothing would change when she called to start service at the new locationAs previously stated, she is not eligible for another Company payment agreementPer our Company records, the customer called on 10/08/to question a high billShe was advised that this was her annual budget reviewShe also called on 7/10/to question a bill for $from 6/01/to 7/03/2017, which was an estimated bill. She provided a meter reading of 96720, which confirmed that the bill was correctThe customer was not satisfied and was provided with verbal dispute rightsThese are the only two times she called to question the amount of her monthly usageBoth calls were regarding her previous accountWhen she called, she did not request that we check her meterThe customer can call customer service at 1-800-545-if she would like to discuss the amount of her monthly usage

Initial Business Response /* (1000, 5, 2015/09/08) */
04/16/14, company mailed a security deposit intent letter advising the customer if payments continue to be made after the due date a security deposit could be required
06/11/14, payments continued to not be made in a timely manner and a
security deposit was billed
08/15/14, customer contacted the company concerning the deposit billed on the account The customer requested the deposit be waived The company advised that a waiver on the deposit is not available, but it can be broken down into installments The deposit was broken into four installments due with the bills for the September, October, November and December billings
The company's position:
The company billed a security deposit on the account due to late payments This is not a late payment charge, it is to secure the account due to payments not being made in a timely manner
The Company may require a security deposit:
If two consecutive bills have not been paid in full, or payment arrangements not made within five days of the due date in the past months or if three or more bills were not paid within five days of the due date in the preceding monthsIf the customer does not comply with the terms of a payment agreement
When a deposit is required from an existing customer, the Company will first send a deposit warning letter to give the customer written notice of its intent to request a deposit if current and future bills continue to be paid after the due dateThe due date for payment of a deposit (other than a deposit required as a condition for the reconnection of service) is at least days from the date of mailing of the bill sent to the customer

CEI has found no evidence that the March billing was incorrectThe billing was based on an actual readingThe final bill was estimated based off of the actual reading obtained 4/19/The billing is correct as rendered

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

Initial Business Response /* (1000, 5, 2015/09/02) */
On July 16, 2015, Ms.*** contacted Potomac Edison on to discuss bill for kWh in the amount of $for service from 06/16/to 07/14/Potomac Edison representative obtained information for Customer Billing Analysis; however
was not able to support the increased usage as typical day bill cycle usage is kWh to kWh or $to $consumption amountCompany actual read obtained 07/14/at and customer provided read 07/16/at Customer read showed an additional kWh consumed in days
Second call on 07/16/with Ms.*** she requested a meter test, company representative placed her on hold to review the accountCompany representative returned to the customer and no one was on the line
Third call on 07/16/with Ms.*** company representative attempted to explain previous month was under estimated and July actual read corrected that under estimationMs.*** requested a check reading be obtained by company, order issued and check read obtained 07/17/at Company check reading showed an additional kWh consumed in day
On 07/28/Ms.*** contacted company to advise electrician found increase in usage was caused by a sequencer going bad in air conditioning unitMs.*** requested a discount in the bill due to faulty equipment in her homeCompany representative explained usage is correct that was consumed in the home and ineligible for a discountShe requested to be transferred to a supervisor; however failed to remain on the line until one became available
On 07/31/Ms.*** contacted company again requesting a credit on the account due to the high bill caused by faulty household equipmentCompany representative offered a payment agreementShe again requested a supervisor and was advised that escalating the call would not change the denial for a discountCall was transferred; however she failed to remain on the line again until one became available
On 07/31/Ms.*** contacted company again requesting a credit on the account for billing period of 06/16/to 07/14/due to the high bill caused by faulty household equipmentCompany representative requested an analyst to review the request and would return a call once the information was receivedInformation was provided back to representative and an outbound call was made to Ms.*** on 08/26/She was advised Potomac Edison would not issue a credit due to faulty equipment in the home
Potomac Edison is responsible for the meter equipment and meter readingsThe utilities responsibility ends with the meterThe customer is responsible for the efficient operation and maintenance of all household appliances and equipment
Usage comparison for the last monthsSee statement of account attached for review
August to August used kWh in days or kWh per day average
August to August used kWh in days or kWh per day average
A meter test has been requested on meter *** and results will be sent to Ms.*** under separate mailing
Customer service will be reviewed by Contact Center management to determine if additional coaching/training is required for those that Ms.*** had conversations during the month of July and August
Late fee was waived on 08/18/

Planner has been working with electrician very closely, however
the request requires or so man hours to perform work
requiredpoles to be set, spans of wire, underground work. InspectionsetcRegional Manager has advised contacts of possible timeline,
we are looking at completion as
soon as possible alsoRequired work is extensiveCustomer has impression
calling Revdex.com will expedite, which is not correctWork will be done in timely
manner according to safety, available resources, and inspections. On 9/the customer was
asked to put down gravel so our trucks could have access to this remote
siteAppox 10/stakes were installed by JCPL and when we returned they were
removedCompany asked for mutual cooperation and will work with customer
and electrician to expedite safe completion of work required

Initial Business Response /* (1000, 5, 2015/08/20) */
Service at *** has been active with the same meter since Company has no record of a house fire at this location or removing a meter from this location The company has been reading the meter as scheduled which
is registering consumption each month

Initial Business Response /* (1000, 5, 2015/10/01) */
On 07/28/2015, the customer called to apply for serviceDuring the application process, the Company discovered a large past due balance at the property she is signing for service atThe customer stated she moved into the property months
priorHowever she previously applied for service at this location on 06/26/and 05/11/and she is listed on the financial information for the current ratepayerHer application was denied for a copy of her lease/deed for the address applied for service, due to large premise balance, to see if applicant has any responsibility for premise balanceDenial of service letter issuedShe was advised that service can be turned off on or after 08/11/if she doesn't comply to the terms of the applicationCustomer satisfied
On 09/01/the customer called for the fax number/email address to send her lease tothe customer was satisfied
Later that day the customer called to say her power as turned off and that she emailed her leaseThe company representative advised that the lease was received however it was incomplete and therefore unacceptableThe company representative also advised that her comply by date was 08/11/and that service could not be guaranteed after that timeThe customer asked if she could have an emergency restoreThe company representative advised that service will not be restored until requirements are metThe customer said that the landlord turned off the service, the company representative advised it was our meter department who turned it offThe customer was satisfied
On 09/02/the customer called to resubmit the leaseThe company representative reviewed the new lease and again it was incomplete and therefore not acceptableBased on the information that the company has already received and public records the application for service was denied due to the occupancy not changing at the locationThe customer was advised that the balance at the premise needs to be addressed before application is acceptedThe customer was satisfied
The company position is that the balance at the premise needs to be paid prior to accepting an application for service and having power restored

Initial Business Response /* (1000, 5, 2016/01/25) */
Dear Mr***:
We recommend you check with your contractor on the status of the application paperwork for your solar system
The New Jersey Administrative Code N.J.A.C14:8-(Interconnection of Class Renewable Energy Systems)
outlines a review process for the Utility that involves a series of applications, inspections and documents to be submitted by the contractor/customer to the utility before a meter is changed to a bi-directional meter in support of an interconnection solar system
There are two steps involved with the approval process of a solar system, (Part & Part 2), before the bi-directional meter can be installedEach Part requires the contractor/customer to submit applications to the utility along with specific related documentation
Part application is an "Approval to Install" which allows the contractor to install the solar equipmentRECEIVED
Part application is an "Approval to Operate" which allows the contractor to turn on the solar system, and at this time JCP&L will automatically schedule the installation of the bi-directional meter NOT RECEIVED
As of this writing our records show we have only received PART of the approval process, please contact your contractor and have them submit the additional required paperwork NOTE: If your installed solar system is currently running please turn it off immediately until we receive the appropriate documentation, electrical inspection and the "approval to operate" letter has been issued
Mrhas been advised
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the NJ State CleanEnergy Office and they are 13-weeks behind schedule
The answer to my complaint did not respond to my complaint of poor customer relations I can't phathom why I should be contacting the STATE when it should be JCP&L as well as Trinity Solar
Final Business Response /* (4000, 9, 2016/02/03) */
NJ State Clean Energy is the correct State Regulated EntityWe do apologize for Mr***'s delay however this is not an issue that JCPL would correct for him We are following proper procedure for installation and billing of solar devices, and had advised the customer accordingly
Final Consumer Response /* (4200, 11, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's the old adage "it's not our fault"

Initial Business Response /* (1000, 5, 2015/08/20) */
Service at *** has been active with the same meter since Company has no record of a house fire at this location or removing a meter from this locationThe company has been reading the meter as scheduled which
is registering consumption each month

The customer called the Company on 10/16/to apply for
serviceShe is listed as the customer contact on the current customer of
record’s account at this locationHer application was denied at that time for
a copy of her lease, due to the past due balance at the
property
The Company received the customer’s lease on 10/18/2017,
which shows she is responsible for the usage from 8/11/to current(The dates
on the lease are 8/04/to 7/31/2018)The premise balance at that time was
$The Company did not require a payment up frontService was placed
into her name as of 8/11/The Company attempted to call the customer, but received
a busy signalA letter was sent to the customer to call the Company
On 11/02/2017, the customer called the Company to question
the date that service was placed into her name, which was effective as of the next
actual reading date after the start date on her lease (8/11/2017)She said her
fiancé moved outShe was advised that because she lived there and benefited
from the service, she is responsible for the balanceThe call was transferred to
a supervisor per the customer’s requestThe supervisor advised her of the same
informationThe customer said she had an oral agreement between her and her fiancé
The supervisor advised her that this is between her and her fiancéShe
benefited from the service, making her equally responsible for the usage
The Company’s position is that the effective date on the
customer’s lease is 8/04/The customer benefited from the service, making her responsible
for the usage as of 8/11/The customer can call for payment arrangements,
if needed

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 payment Company records reflect Mr*** is and has been a member of the
household at this address Multiple 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 name He 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

Dear *** ***,The bill for $168.30(with a total balance of $noted) was invoiced on 12/15/2016; company records do not reflect the customer contacted the company to discuss this invoice. During recent contact, the company has not had the opportunity to discuss with the customer the account usage history, payments received, the billing time frame comparison, the weather factor, etc. The company also has not had the opportunity to review an appliance list with the customer in order to determine the potential monthly usageThe Company has not yet received an appeal or a formal complaint from the PUC.With all due respect, the company has reviewed the customer's concerns in regard to billing, meter reading and found our position has not changed. Please advise the customer to contact the company to complete a billing inquiry in regard to the bill invoiced on 12/15/2016.The Company is unable to address any complaint with Colombia Gas. The Company has not received any additional LIHEAP credit for the amount of $66.00.As noted previoulsy, the customer is on the PCAP program. The customer was recently recertified on 1/3/2017; the monthly PCAP credit was calcauled to be $(effectvie 12/13/2016). The bill for $was for the billing period of 11/11/to 12/12/2016; the PCAP credit would not apply to this bill(even thought it issued on 12/15/2016). The customer received a PCAP credit of $-on the 12/15/invoice; the customer would not be eligible for an additon credit on this invoice. The $PCAP credit will appear on the next invoice scheduled to bill on/about 1/13/2017. The company did review the call where Mr *** spoke with a PCAP representative - the representatiive did tell the customer the $credit would go towards the current bill(which was a mistake)A Supervisor tried to contact the customer to apologize for the incorrect information given, but Mr ***’s phone rang and rang - the Supervisor was unable to leave a messageIn regard to WARM program. The WARM program works with the customer - in a partnership with the customer - in an attempt to reduce their elecgrib bill to the average listed on the attacment(the customer provided). The WARM program attempted to work with Mr *** to lower the electric bill to the average - it is an average - the amount cannot be a ganeeted amount due to extenuing circumstances(i.eweather). The WARM program cannot further assist the customer given the location and some structional issue(which would be the property owner's reponsiblity). WARM contractors typically set the goal at approximately 10% of a customer’s monthly bill. That is not a guarantee that every month Mr*** will see this reduction on his bill. It merely is a goal to work towards over time. Some months extenuating circumstances can undermine the customer’s attempts to reach this goal, i.e.; one primary reason could be the weather. Very cold or very hot temperatures can cause an increase in energy use that can interfere with the customer’s attempts to conserve in some areas and offset the savings of measures installed by the program. Customers also receive estimated bills that can mean that one month they pay more than what they actually used but the following month an “actual” meter reading will be done and they will be charged an amount to level out their billing.Furthermore:The WARM program contractor provides energy education based on the customer’s usage and bills that exist when they visit the home for the audit.They discuss ways that both the customer and the WARM contractor via installation of WARM energy saving measures and energy education can work together to attempt to reduce electric energy usage. An Energy Strategy plan is created. And also an Energy Conservation Partnership Agreement is created (the document Mr*** forwarded). The Partnership Agreement to written to outline the purpose for the WARM visit and to set a “goal” for energy savings for the customer and the contractor to work towards.Again, the amount noted in the attachment is an average. Additionally, PCAP amounts are recalculated every three months. The amounts customers are responsible to pay fluctuates depending on usage. It is not unrealistic, that over the course of a year, a customer may hit their goal established on the Partnership Agreement; however, this may not happen every month. WARM does not set billing amounts for the customer to pay each month. The purpose of WARM is to work with the customer to attempt to lower the amount of electric usage they are responsible each month

Mr*** called to establish and restore the service in his name at *** *** ***,, *** ** *** on 10/9/2017. During the application process the information he provided linked him to the property from 4/to current and was responsible for the property balance of
$806.36. After updating his financial information he was required to pay $upfront and was provided with all payment options and agency referrals including LIHEAP and PCAP and was denied in writing. 11/2/- Company records show received call from *** County assistance office who pledged $LIPHEAP Cash grant and $LIHEAP Crisis Grant. Advised to have Mr*** call to complete move in application for service. 11/3/2017, Mr*** contacted the application department to establish service effective 11/6/and service was established in his name and premise balance of $was transferred to his new account. and order created for restoration. Service restored at property on 11/6/2017. Company records show Cash grant received of $i11/and Crisis grant received on 11/of $and applied to his account. Customer has balance owing of $334.34. As stated above the customer was advised to contact PCAP to enroll into program during contact on 10/9/and again when service was established in his name on 11/3/2017. As stated above, he was linked to the property and therefore was equally responsible for the balance accrued.

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