FirstEnergy Corp.

There is not a company record that the customer was advised to pay us. The customer paid $each month to the company instead of the collection agency in the following months: (March, April, May, June, July, august, September, October and November) and in (January, February, March, April and May). Customer was advised 03/02/that a payment arrangement was not available since account was finalEach time the customer makes a payment to the company instead of the collection agency the money has to be withdrawn from the agency to apply the payment and then resent back to the agency. Depending on when the customer contacts the agency, it will show the account as closed due to this. The customer should contact the collection agency to make all paymentsThe only time a payment should be made to our company is if the customer is opening a new account with usAs of 07/22/the balance was sent back to the collection agency againThe customer should contact them and see if they offer a payment arrangement and make all future payments to the collection agency

I am rejecting this response because:The information is the response is not correct Here are the reasons why:When service was initiated on the new construction (pole install) the $bill was sent to the correct address, back in That is the only address we have ever used and WE DID NOTIFY THEM SEVERAL TIMES ON THE REVERSE SIDE OF THE BILL AS TO THE ADDRESS CHANGE However it was ignored Our mailman delivered the mail despite the error as this is a small rural area The only address I have ever given them was *** *** *** *** *** *** ** as that was given to me by theLawrence County Courthouse for and mail purposes If the final bill was sent to the incorrect address, as it was not forwarded to me, was it returned to Penn Power? Did they make ANY atempt to call the phone number on account as that is thecorrect cell phone number which I still have? No there was not attempt to reach me by phone I was totally unaware that there was an outstanding bill When we constructed our new home and the $something was paid to initiate service at *** *** *** *** *** ***, in There was no mention of an outstanding bill. THE ONLY WAY I WAS ADVISED OF AN OUTSTANDING BILL WAS A SHUT OFF NOTICE WAS PLACED ON MY NEW CONSTRUCTION DOOR sTILL NO CONTACT WAS MADE BY THE CORRECT PHONE NUMBER NO CONTACT WAS MADE BY MAIL AT THE NEW CONSTUCTION ADDRESS EITHER That notice was paid by credit card immediately on 3-29-over the same phone number on the account.When we explained the situation to the Penn Power Rep, they waived the late fees and admitted there were some address issues Then several months later I get my credit report and there is a derogatory mark on my record I want this remark removedas it was not my error!!!!! Actually, I never received any bills for January and February as AGAIN they still had the *** *** *** address even though the new service bill for $something with the new address was paid in full AGain, their error The balance was paid in full on 3-29- This should have been removed on 3-29- I have spend days talking with representatives from Penn Power and from the collection agency with no success I want this removed immediately Due to lack of response, I have filed an informal complaint with the PUC and am awaiting their response If this is indeed removed and I am provided proof it was removed This case will be closed

Initial Business Response /* (1000, 5, 2015/11/02) */
The account is coded to refund the amount of $The refund payment is scheduled to go out/be issued on 11/5/

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.

Customer originally enrolled into PCAP effective 2/8/- PCAP credit of $- Total deferred arrears = $with monthly deferred arrears forgiveness of $2.13. All deferred arrears were forgiven as of 2/20/and the customer was removed from PCAP on 3/6/for failure to
recertify. Re Enrolled into PCAP effective 7/24/- PCAP credit of $however all deferred arrears had already been satisfied. Customer's balance was $59.81. The customer called on 8/27/to dispute current bill amount of $and all options were provided regarding a billing investigation however customer declined all offers other then offer to place customer on budget/EPP to levelize usage. Customer budget amount was $and customer was advised to pay budget minus PCAP credit. Customer satisfied. Most recent quarterly recalculation of PCAP credit was on 8/14/2016, PCAP credit was $37.47. The Company records reflect the customer called on 8/29/regarding bill for $which was based on actual meter reading. Representative explained to the customer this bill shows is annual budget review amount owing of $to catch up on prior budget. Explained current budget amount is $88.00. Explained budget billing program and granted customer an additional months to catch up on PCAP. Customer requested Budget removal and was advised due to being on PCAP budget/epp is required. Representative offered to complete a CBA to determine usage at property and offered energy saving brochures which were provided via email address. Customer declined CBA or meter test which was explained and process reviewed including meter test. At the conclusion of this contact the customer was satisfiedAttached is a billing statement for this customer. Customer is on PCAP which is best program the Company offers. Budget billing/plan is a requirement of PCAP. Customer service representative gave the customer an additional months to catch up on her PCAP agreement. Request dismissal.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have spoken to a representative in regards to the poor customer service I have received. It was stated to me that the representatives will be coachedTherefore I hope future customers will have an easier time retrieving their deposit. Regards,*** ***

The customer signed up for ebill (free online billing and payment) on 12-31-15. A request was received on 1-1-to cancel the service on 1-3-A final bill issued thru ebill on 1-9-for due on 1-30-17. The account was not reported to a credit bureau and will not
impact the customer's credit report/rating. Payment for the final bill amount of was received 3-15-

A review of Company records shows
that the customer chose *** *** *** as their alternate supplier effective 3/29/The customer selected the supplier through the customer referral program. A
letter advising of the switch was sent to the customer on
3/28/2016. The customer contacted West Penn Power on 4/24/to discuss the alternate supplier on the account. The customer claimed West Penn Power selected the supplier without the customer's authorization. A Supervisor explained that West Penn Power does not select suppliers. The caller was advised to contact the supplier to discuss the enrollment. The customer was provided with the supplier contact information. The customer wanted the supplier removed. The Supervisor removed the supplier effective 4/24/2017. Third Party Suppliers (*** *** ***) and the Electric Distribution Utilities(West Penn Power) are completely independent from each other. The customer would need to contact *** *** *** to discuss enrollment, charges, fees etc

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

Initial Business Response /* (1000, 5, 2016/01/13) */
Company records reflect the customer supplied a reading of on 12/7/via the Company's website which was automatically added to the customers meter reading records
The next meter reading was scheduled for 1/4/and to be an
actual meter reading however the meter reader was unable to obtain a reading of the meter and the current bill was estimated based on the customer's supplied meter reading from 12/7/
On 1/6/2016, the customer contacted the Company regarding her current bill for $1,from 11/25/to 12/28/based on an estimated meter reading of 29,Representative reviewed the Company records and advised the customer the current bill was estimated due to a no access issue "no clear path to meter"The representative asked if the customer could obtain a reading of the meter and the customer declined and said the meter reading was over estimatedThe representative reversed and rebilled the bill in question based on last month's daily consumption of kwh however it appears she encountered a problem regarding the rebilling and advised the customer that she could just pay what she felt she owed for this time periodCustomer declined that offerThe representative discussed the rebilling with her supervisor and was advised to release the account for rebilling and she advised the customer she would be receiving a new bill with a new due dateRepresentative offered all aspects of a billing investigation including a CBA, meter test, energy saving brochures however the customer indicated she was satisfied with the rebilling of her account
According to the Company records the rebilling resulted in a larger bill which appears to be caused by a meter wrap issueRebill was based on reading of 18,
1/8/- Upon review of this customer's account and the incorrect rebilling that was completed I created a check read order to obtain a reading of the customer's meter and also contacted the customer accounting department regarding the rebilling of this customer's account and suggested that the customer's account be rebilled based on prior month usage if meter services is unable to obtain a reading of the meter due to the above addressed access issue
1/11/- Received response from customer accounting representative the customer's read provided was corrected which caused the large bill and advised the new invoice will process once the supplier charges are received
1/12/2016, customer's account was rebilled from 10/27/to 12/28/(bills) for $and $which resulted in a credit balance on the customer's account of $110.56, see attached billing statement
As stated above, the customer's account has been corrected on 1/12/and she currently has a credit balance on her accountThe company does apologize for any inconvenience that the estimated bill and incorrect rebilling caused the customer however the original estimated bill was based on the customer's reading that was provided via the Company's website on 12/7/when the Company was unable to obtain an actual meter reading due to the access issue
Request dismissal
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the only thing I do not eccept is that for the past years I have been at this home there has never been a problem with someone reading my meter!!!! nothing is in front of my metter and you can see my meter from the streetThe reading that I gave online I called West Penn power and spoke to someone and asked them to disregard my reading fbecause I felt that I did not know how to read the meter and I felt it was not correctIt NEVER stated on my bill that there was no clear path to my meter!!! I am very disapointed that I have had to contact the PUC and Revdex.com on this matterhow many poeople to they do this to? If I was on automadtic bill bay I would have NO MONEY in my account!!! and yes they offerd for me to read my meter, but that is NOT my job! like I said my meter is NOT ubstructed in any way EVER!!
and also they NEVER have let me speak with a superviserThe first thing TALISHA said to me was "if you cant pay your bill we can put you on a payment plan"thats not helping anyone when my bill was $when it really should have only been $and she chose not to help me and fix their mistake untill I contacted the PUC and the Revdex.com!!!

The location is listed as electric heatingConsumption at the location for the same time period last year 12/17/to 1/17/for days was KWH with an average daily temp of degreesConsumption at the location for this year from 12/20/to 1/18/for days was with an average
daily temp of degreesWith colder temperature this year, the customer has used KWH less than last year. The consumption is in line with previous year's historyThe Company offers an Average Payment Plan to customers. The Average Payment Plan allows the customer to pay approximately the same amount monthly to level out high/low seasonal billsThe monthly amount is calculate based on the recent 12-month history and may adjust with each meter readingAnniversary billing prevents the customer from having to a pay 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 amountsThe current Average Plan amount at the location is $The current bill of $was based on an actual meter reading taken 1/18/The customer started service at the location 8/18/This is the customer's first winter heating season at the locationThe customer was not tripled bill, this current bill is a one bill

On
01/05/17, a new occupant contacted the company to obtain service at this
address, effective 01/11/As a result, service for *** *** was ended,
effective 01/10/The final bill, which detailed final bill, was issued on
the amount of $24.09, due 02/10/
06/14/17,
*** *** contacted the company regarding serviceThe representative
explained that the service has not been in her name since January, 2017, when a
new occupant contacted the company to obtain service at this addressMs***
stated that she never moved from this location and needed the service back in
her nameThe representative advised could place service back in her name and
since she never moved and has been using the service, she would be billed back
to 01/10/when the service was taken out of her nameMs*** was upset that
service was taken out of her name when she had not movedThe representative
explained that if someone contacts the company to obtain service at an address,
the company honors that request, just as when Ms*** contacted the company to
obtain service at this address, the request was honoredThe representative
advised once receives the billings for the usage back to 01/10/17, the company
can set the customer up on a payment agreement towards that usageCustomer did
not feel this was fair that she would be billed for the usage
Ms
*** was billed for the usage back to 01/10/to present, totaling $On
07/05/17, a payment of $was received, leaving a balance of $due

f
the customer is desiring a temporary service for construction power, they must
call in and initiate a temporary service request

Initial Business Response /* (1000, 5, 2015/09/29) */
A termination notice was mailed on 08/26/dated for on or after 09/09/ A 72-hour contact was attempted by phone at 10:am on 09/02/(left message) and at 6:pm on 09/03/(party hung up)
09/21/15, service was disconnectedA
post termination notice was left at the location
09/21/15, the customer contacted the company regarding the restoration of service The company representative advised the customer to pay $($arrears and $reconnect fee) to have the service restored The customer advised that no notice was received The company verified the mailing address Company advised that a disconnect notice was mailed on 08/26/and two attempts by phone were made on 09/02/and 09/03/ The customer made the payment of $with the company representative and an order to restore the service was created
09/23/15, service was restored to the location
Company's position:
A termination notice was mailed on 08/26/dated for on or after 09/09/ The company has no record of any mail being returned A 72-hour contact was attempted by phone at 10:am on 09/02/(left message) and at 6:pm on 09/03/(party hung up) All required attempts to contact the customer prior to disconnection was made
The company makes every effort to restore service in hours once an order to restore service is created but it may take up to hours
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except the companies response because it goes to the point I already made their computers say they mailed a notice and they attempted to call and I and my spouse never recieved a letter or a phone call at either number listed on our account and when we advised the company of this we were told we had to have recieved the letter because the computer said it was mailed and that if someone else had gotten the letter or the postmaster did not deliever it it would have been returned no one ever returned it so we had to get itI and my spouse are not liars we did not receive any letter of phone calls from the company and had our utility shut off for over hours after we contacted the company and paid this is extremely unexceptable the company should strive to achieve customer satisfaction and great customer service and they have terrible customer service and satisfaction and this is evident by the number of complaints filled here and with the PUCSomething at the company needs to change and they need to put customers first and achieve better customer service and hire customer service reps that are actually friendly and helpful bot disgrunteled and disengaged

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.)

The Company received a complaint from the Public Utility Commission filed by the customer on 9/1/requesting a payment agreement on the termination notice. The Company responded to the PSC stating the customer is eligible for an agreement. The Company received
information from the PSC on 9/8/17 with payment agreement terms of budget bill amount (131.00) plus beginning with the bill due in October and set the agreement up on the customer's account9/11/The customer contacted the Company stating she did not want the account on a budget or a payment agreement and requested a supervisor. The supervisor removed the budget and the payment agreement from the customer's account per the customer's request. The account balance of is currently past due

Initial Business Response /* (1000, 5, 2015/11/09) */
A termination notice was issued on 8/31/scheduled for any time on or after 9/14/ Outbound calls and messages were left on 9/4/and 9/8/advising of pending termination
The Customer's service was terminated for nonpayment
on September 17,
On 9/18/the Customer contacted the Company concerning the termination of service The Customer was provided with all required options for restoral The Customer was advised that the amount needed to restore service is past due balance of $plus $reconnect fee for an amount of $
The customer did not pay the requested amount for restoral
Due to the account being inactive a final bill was issued on 10/1/for an amount of $due 10/21/
The Customer contacted the Company on 10/22/concerning restoration of service Due to the final bill being past due the customer is considered an applicant and an amount of $was requested for service to be restored in their name
The Customer has had three company payment agreements and was previously enrolled in the Pennsylvania Customer Assistance Program (PCAP) and removed on 5/28/at their request The customer has previously been provided with payment agreement terms to assist in paying their account balance
Meters within FirstEnergy territory are scheduled to be read one month and estimated the followingThe company's intentions and goals are to obtain an actual reading every other month; however, there are times when the company is not able to obtain an actual reading and the billing is estimatedThe most common reasons for the company missing a scheduled read month are weather (snow/ice/unable to access) and storm trouble (when the meter readers are pulled to help work storm trouble)The company utilizes two methods of estimation to calculate usage when the meter is not readOne method is Linear Weighting estimation, which is based off of the usage from the same period the prior year and the next method is Enhanced estimation, which is based off of the usage the prior year "or" the prior month, plus a weather correcting factorMost residential customers are calculated with Enhanced estimationThe method chosen is an automated processIf under or overestimated, the usage is caught and billed/corrected with the next actual readingOn the company read month, if the customer would receive an estimated billing instead of an actual read billing, the customer has the option of contacting the company with a customer reading and the billing will be corrected using that readThe customer also has the option of contacting the company with a customer reading on the estimated billing monthsAs a result, the customer would be billed one month using the company actual reading and one month using the customer's actual readingThere is a statement on each bill detailing when the next bill will be issued and whether or not that bill will be an actual or estimated billing monthIf the next billing is scheduled to be an estimated billing month, then a time frame is given as to when the customer should contact the company with the customer readingThe company is willing to accept and does encourage customers to provide the company with a customer reading when the bill is estimatedThis will even out the customer's billings by eliminating the estimation
In the past months the company has missed one scheduled meter reading The company missed a scheduled meter reading on 2/10/ The Customer's bills are correct as rendered
In order for service to be restored the customer should pay the requested amount of $to restore service Once this amount is paid and confirmed the order will be printed for service to be restored within to days
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I believe I stated I have a son that is home schooled there for I am at my residence daily even on weekends being that I am not employedOver the past months I can't recall a time when I have witnessed anyone from Penelec coming to my residence and reading my meter
Every effort I have made to restore my service with Penelec has been declined by them
I was informed today that LIHEP did contact Penelec in regards to my service to help to get it restored they offered to pay $ plus $ plus the crisis amount of $ and Penelec told them NO they would take that amount only AFTER I paid the amount of over $
Final Business Response /* (4000, 9, 2015/11/20) */
Penelec stands by the initial position concerning the customer requirements for service to be restored and concerning the customer's dispute regarding meter readings The Customer should pay the requested amount of $to restore service The company has missed one scheduled meter reading at the customer's location The company does not ensure that the customer is aware when they are at the location to read the meter
Penelec did speak with McKean County Energy Assistance on 11/16/and advised them that the amount the customer needs to pay for service to be restored Penelec will not accept partial pledges from assistance agencies to restore service Additionally, the assistance agency may not grant the customer the assistance until the customer pays the difference of the requested amount for restoral and what the assistance agency is willing to pledge At the time that Penelec spoke with the assistance office they did not pledge any funds toward the customer's account

The final bill was issued 06/19/for service 05/to 06/15/in the amount of $due July 10, 2017. The previously held security deposit in the amount of $has been applied to the final bill. See attached bill. Usage information was explained in original response and Potomac Edison stands by that response on June 13,

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

Initial Business Response /* (1000, 5, 2015/11/04) */
Service at *** was disconnected for non-payment Ohio Edison (OE) discovered tampering and unauthorized usage Multiple people applying for service New occupant is relative of customer who was disconnected for
non-payment Mr***, owner of the property provided inconsistent information regarding occupancy of the premise and timeframe that prior occupant moved OE advised until tampering and unauthorized usage was paid, service would not be reconnected at the premise Mr*** called OE 10/8/and paid $for tampering and unauthorized usage Service was reconnected to the premise for new tenant effective 10/12/