FirstEnergy Corp.

Initial Business Response /* (1000, 5, 2016/06/13) */
Customer did not name payment agency in complaint therefore Company cannot confirm whether or not agency is a registered payment locationRegistered payment agencies will require the full amount due if customer brings a termination notice/bill
to location to make payment
Customers have the option to pay online at the Company's website, by phone or accounts can be set up on direct debit
The last bill issued for customer had a total account balance due of A payment of was received 5-27-The remaining amount due is due on 6-16-Attached is the account billing statement
Initial Consumer Rebuttal /* (3000, 7, 2016/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont accept itI tried paying the bill on the online serviceNo matter what my bill is you should have took my paymentI pay my bill online all the time and have never had a problem beforeNo matter how high my bill wasSo why not accept my now? When I'm trying to pay my billI live off a fixed income and have alot more bills so I can't afford to pay out over $500! I'm sending the snapshot of the day I tried paying my bill
Final Consumer Response /* (4200, 12, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wasn't trying to keep the service onI just wanted to pay $towards the billSo why not take my money?!
Final Business Response /* (4000, 14, 2016/06/21) */
Company stands by previous responseA partial online payment for a termination notice will not be acceptedCustomers may contact Customer Service to discuss payment options if not able to pay the full amount due

Initial Business Response /* (1000, 5, 2015/10/29) */
Total account balance
The customer is currently on an installment plan set up 7-30-to pay a down payment of by 7-31-(paid 7-31-15) and the remaining balance in installments of plus the current bill for months
The company has received payments in 2015, the last payment received was 7-31-of
A termination notice issued 10-19-for (catch up 101.08) with a termination date on or after 10-26-The service was disconnected for non-payment 10-28-The company requests to restore the service(past due, security deposit, r/f)Attached is a copy of the termination notice
There is no medical certificate on file for the customer, however if a medical certificate is received, the company may consider reconnection for a lesser amount

Initial Business Response /* (1000, 5, 2015/09/28) */
As a matter of background: Customer had been on an agreement to pay budget $($Penelec + $Energy Plus) + $Customer got behind on agreement and a termination notice had been issued
Customer called 9/16/about a
termination notice and a new agreement was negotiated for budget $($Penelec + $Energy Plus) + $Customer reported a higher income than previously which resulted in the increase of agreement amount
Documentation does not indicate customer questioned the bill amounts and/or estimatesIt appears the contacts from customer were to the credit department, not customer service
As part of the Company's billing process, we read the meter every other month If customer wishes to have all actual readings, he is invited to submit his own reading during the months the bill is scheduled to be estimated
When a customer's meter is estimated, the usage will adjust out with the next actual meter readingIf a meter is under estimated, it would cause the next actual bill to be higherIf the meter is over estimated, the next actual bill would be lower
Customer should contact customer service at *** to go through a high bill inquiry or to discuss the estimation process

The company needs the physical address for the location or the work order number/ DR number to proceed with investigating

Initial Business Response /* (1000, 5, 2015/08/26) */
On 4/09/2015, service was disconnected for non-payment at *** in *** after proper notice and proper procedure was followed
On 6/03/2015, Company representative went to the property due to unauthorized usage on the meter that
was supposed to be disconnectedCompany representative found meter seal and ring missingMeter was in the socket incorrectlyCompany representative re-blocked the meter and installed a locking ringA notice was left at the property
On 8/10/2015, customer at *** called stating there was a truck out back and then the apartment complex lost powerCompany's line department disconnected the service at the pole due to tampering at ***This was forwarded to a supervisor to review to determine if the disconnection at the pole affected this customer at ***
On 8/10/2015, the Company's dispatcher reported that the meter base at this location is a gang/joint meter base, which houses multiple metersSince the meter base is damaged, service was disconnected for safety reasonsAs a result, an inspection is required before service can be reconnected, due to the tamperingThe customer at *** was advised of thisThe landlord was also called and advised that an inspection is required prior to service being reconnectedA work order was created for inspection purposes
The Company is still awaiting the inspection cardOnce this is received, service can be reconnected for the customer at ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their explanation is It is impossible that on 4/9/the meter was turned off for "non payment" because there was never a paying customer in that location We purchased the building in July of - and it was a VACANT apartment Therefore, I would love to know WHO was "not paying" and who was informed of this shut off?
On 6/3/I personally spoke to the Memployee about the meter that had been tampered withMwas clearly aware of the tampering but did nothing for 2+ months until a SURPRISE shut off on 8/10/
Mmentions in their explanation above that "...a supervisor reviewed the case to determine if the disconnection would effect the customer in the *** unit..." - what were the results of this review?
According to the *** Police department, removing utilities from an un-involved 3rd party was against the law This shut-off left the residents of *** with no electricity, running water, etc through no fault of their own for over weeks This has to be a health violation and is being pursued with our attorney
The residents in *** have a contractual relationship with Mwhich says if their bill is paid, they will receive electricityThis contract was clearly broken when Mcut their power without cause
Overall, ALL customer service provided by Mwas insufficient All employees met at the site were rude, arrogant and uncooperative
We will pursue this case legally

Initial Business Response /* (1000, 11, 2016/03/30) */
Customer contacted the NJ BPU on 12/11/regarding pending service shut off Customer was set up on an installment plan for the balance at that time That was the customer's second installment plan of the yearCustomer has no installments
available but has medical options if applicable I left a message for the customer with contact information
C H*** JCP&L Regulatory Specialist Sr

Initial Business Response /* (1000, 8, 2015/11/12) */
On 10/14/*** *** called in regard to her initial bill being estimated The company representative advised that we do not read the meter for every move in/out When a reading is not obtained the bill is estimated The customer advised
we should have told her when she started her account that the read would be estimated and then she would have provided a reading The company representative advised that the company doesn't tell you this The customer requested a supervisor A call back was taken
On 11/12/a supervisor tried to make contact with *** *** in regard to her billing complaint A voicemail was left for the customer advising that there will not be any rebilling on her account and to contact the company back if any questions
The company position is the bill is correct as rendered The initial bill is estimated based on the reading obtained on 10/08/ This reading was taken days after her requested date of 10/01/ The company is allowed to use a reading that is days before or after the requested date, to prorate/estimate the initial reading

An increase in the monthly
electric bill does not mean the bill is incorrect. The utility is responsible for the meter
equipment and meter readings. The
utilities responsibility ends with the meterActual readings have been obtained
since the customer began service 8/11/
The customer is responsible for
the efficient operation and maintenance of all household appliances and
equipment. There are several conditions
that can impact customer usage. For
example, December, January and February are traditionally higher gas and
electric usage months due to customers heating their homes. Ohio Edison notes this account is coded as
having electric heat
Customer may want to perform a breaker tester or
contact a local electrician to have an energy audit completed on their home to
assist in determining what appliances or areas of the home is contributing to
the most usage

Initial Business Response /* (1000, 5, 2016/01/28) */
The faulted underground service wire needs to be bored Our contractor E&M had it scheduled for yesterday 1/27/but the mark out flags were moved from the snow last week They had to do another mark out requestThe contractor is scheduled
to return on Wednesday February 3rd weather permitting to do the work We will send our crew out the next day to make the permanent connections and remove the service saverI left a message on the customer's answering machine this morning
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue is still outstanding and we
A:await technical resolution
B: request credit for 3+ months of inconvenience, lack of responses, and power interruptions experienced
Final Business Response /* (4000, 9, 2016/02/03) */
The Company made the final connections to the new service on 2/and removed the temporary equipment The job is completedThe crew stated the customer was satisfiedThe customer has the right to file a claim to be reviewed by the Claims Department by calling ***

Company maintains original response, it is the customer's responsibility to cancel service

The customer has been on service at this location since
01/20/2012. The property is listed as
total electric including electric heating.
03/09/consumption for days was kwh with avg temp
of degrees
03/09/consumption for days was kwh with
avg temp
of degrees
02/08/consumption for days was kwh with avg temp
of degrees
02/07/consumption for days was kwh with avg temp
of degrees
01/10/consumption for days was kwh with avg temp
of degrees
01/10/consumption for days was kwh with avg temp
of degrees
The customer’s usage is consistent with previous year and
weather factors.
The most recent bill issued with a past due amount of
$381.64(due date was 03/05/2018) and current charges of $for a total of
$632.49. The Company received a payment
of $on 03/13/and the account balance is currently zero.
Customer’s bills are correct and based actual meter
readings

Penn Power stands by our original response 12/06/regarding not being liable for damaged items at Mr***'s location

Initial Business Response /* (1000, 8, 2015/12/04) */
Per MAdvanced Distribution Specialist:
We attempted to schedule this light for repair in the past few months, however this is very low priority workAnytime we have customer outages, emergencies, CPA, unsafe weather conditions,
etc., this job will get pushed back because it is of a lower priority than those types of ordersWe were able to repair the light for the customer on 12/02/
We have also created an order to our accounting department to credit the customer which will cover the cost of the light from 06/21/-12/02/

Initial Business Response /* (1000, 5, 2016/03/28) */
*** *** obtained service at this address on 02/07/At that time, Ms*** provided a separate mailing address of ***Since the initial bill, the billings/correspondence has been sent to the mailing
address with no return mail
The company routinely evaluates the credit standing and financial stability of the company's customersAs a result of the analysis, the company determined that the customer's account was not adequately secured
In the past year, a prior balance has carried over to the next billing on the 12/26/14, 02/25/15, 03/25/15, 08/21/15, 09/23/15, 10/21/15, 11/20/15, 12/21/15, 01/22/16, 02/23/and 03/24/billings
In the past year, a termination notice was issued on 03/25/15, 11/20/15, 01/22/16, 02/23/and 03/24/
On the 12/21/billing, a security deposit intent/warning message was included on the billing advising a security deposit would be requested if payments are not paid in a timely manner
The security deposit in the amount of $was requested on the 01/22/billingThe 01/22/billing detailed the past due in the amount of $and the current of $(included $security deposit) due 02/05/16, totaling $
On 01/25/16, customer contacted the company to inquire if security deposit could be waivedCustomer was advised that due to credit history the security deposit would not be waived
On 01/26/16, a payment in the amount of $was received and payment applied towards security depositThe $security deposit is now being held on the account
On 03/10/16, customer again contacted the company to inquire if security deposit could be waived/returnedCustomer was advised that deposit would not be waived/returnedCustomer stated bills not going to correct addressThe customer confirmed the mailing address of ***, which is where the bills/mailings have been sent to all alongCompany has also not received any return mailMailing address correct
The security deposit requirement is valid, customer is paying in an untimely manner
As of the recent 03/24/billing, customer has a past due in the amount of $and a current of $due 04/07/16, totaling $

As information:The service at *** *** *** ** *** is in the name of *** and *** ***. This account has not been enrolled in the PIPP program. There have been no contacts on the account to advise that someone else should be handling the account or a power of
attorney. No phone calls have been received in the last three months from the phone number provided. Enrollment in the PIPP plus program is voluntary. Any account can be removed from the program if requested. Company requests the customer contact the company concerning the account. Thank you

A customer's external credit score is not applicable.Company records show overdue bills in the last months. Unfortunately, the deposit cannot be returned at this time

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 release The 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

Initial Business Response /* (1000, 5, 2015/11/02) */
*** *** obtained service at this address effective 03/28/As a result, customer was not billed for this address in February and majority of March of
Customer is questioning the 02/12/and 03/14/billings
The 02/12/
billing was an actual read billing with a reading of in the amount of $(company and supplier charges)The prior 12/11/and 01/13/billings were estimatedWhen estimated, if over or under estimated, the usage is caught and billed or corrected with next actual read billingAny under estimated usage from those two prior estimated billings, would have been billed along with the 02/12/billingNote, when estimated, the customer can also provide a reading from the meter and the billing will be corrected based off of the customer readingThis will prevent an estimated billing and usage being caught with the next billing
The 03/14/billing was an estimated read billing with an estimated reading of in the amount of $(company and supplier charges)
The 04/10/and 05/11/billings were actual read billingsThe 06/10/billing was an estimated billingOn 07/06/15, customer provided a reading of from the meter and the 06/10/estimated billing was corrected based off of customer reading
The 07/13/billing was an actual read billing with an actual reading of in the amount of $(company and supplier charges)
On 04/09/15, a payment agreement of $monthly + bb was set up for the customerCustomer made a payment in the amount of $to begin the installment
Detailed on the 08/13/billing was the past due in the amount of $and the current of $due 08/27/15, totaling $A disconnect notice was also detailed on that billing in the amount of $due 08/27/On 08/13/15, customer made $payment, bringing the past due to $($- $100)
On 08/26/15, the meter was exchanged and tested to be 99.04% accurate
A company representative contacted and spoke to the customerA Customer Billing Analysis was reviewed and after the high winter usage, it has decreased and is back in line with the past year's usageThe customer stated that their furnace was broken this entire winter; however, claims that they only used a gas fireplace to heat the entire house
Customer currently has an amount due of $694.14, with a disconnection notice for the past due of $572.59, which was due 10/27/The company has agreed to reset the installment plan a second time with a down payment $177.25, which she agreed to pay by 9/4/and will call back to make arrangements on the remaining balanceCustomer was also provided local assistance office numbers in order to seek further assistance on the billCustomer has not paid the $

The company stands by our original responseA customer does not have to have a disconnection notice for a hold to be placed on the account. The holds are requested by the HEAP office after the customer contacts the HEAP office for an appointment

Company stands by original responseThe customer bills are correct as renderedPer PUC approved ACT company required to install Smart Meters at all homesThe customer meter will not be replaced with an old analog meter. Company is no longer using analog meters due PUC ACT 129.Tell us why here