FirstEnergy Corp.

Initial Business Response /* (1000, 5, 2015/09/29) */
Custoemr granted month installment plan and satisfied
Initial Consumer Rebuttal /* (3000, 7, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did a payment arrangement but you cannot
extend for days??? From 9/to 10/2?? Why do I have to call and call to ask them over and over?? Last month I could not pay my bill-something wrong with your website, the cs told me!! Then I got a shut off notice?? I called cs twice on one day 9/28-both of them HUNG UP ON ME?? I was on hold for both times over minutes too! I tried to pay my bill 10/at 5am, will not take my debit card?? I had to wait until 8am to call them AGAIN to pay my bill?? REALLY??
Final Business Response /* (4000, 12, 2015/10/19) */
***Document Attached***
See the attached statement, the Company considers the billing to be accurate and correct, on 10/the customer entered into a payment plan and the balance on her acct is currently$
Final Consumer Response /* (3000, 14, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
his Account Not Eligible for Installment Plan
Our records indicate that this account does not meet the eligibility requirements for making an online installment planPlease call our Contact Center
Last Modified: May 8,
WHY????

The debt is from *** *** ** *** ** in the same name as on this inquiryI sent an email with all information needed to pursue this sold debtThe debtor is Orion Portfolio LLc *** *** ***JCPL does not hold this debt at this time, and it is past the statute of limitations for
collections. I attempted to leave a voice message on the phone provided but the person said wrong number

The customer reported an outage to the Company on 3/7/18. 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. There is an estimated restoration date of evening of 3/7/due to the extent of the damageCustomer spoke to the Company today and was provided with an update.Service was restored. The customer should call *** *** to file claims for considerations

Company records do not indicate the customer called to cancel the service at the location on 7-2-16. The account was closed on 10-20-when the customer called on 10-19-to cancel the serviceThe property owner has the option to contact the Company and take responsibility for the electric
service as of 7-2-16. Corrections can then be processed on the account to end service in the customer's name as of the date if the property owner takes responsibilityThank you,

*** *** contacted the Company to apply for service at the location on 6/6/Mr*** was advised a payment of $toward an unpaid balance from a previous address of $was required to start service in his nameA payment of $was received on 6/15/and the order was
placed to connect the serviceThe customer was advised the Company will attempt to connect in within hours, however, the standard reconnection timeframe is 1-business days and there is no specific timeframe. The Company connected the service on 6/20/18.

Initial Business Response /* (1000, 6, 2015/12/22) */
The Electric Universal Service Program (EUSP) is a state funded program, administered by the Department of Human Resources and the Office of Home Energy Programs (OHEP)This program assists low-income customers in paying their future bills
This grant is applied equally over a twelve month period and does not apply to past due balances
Potomac Edison (PE) received notification from Social Services that Mr*** was approved for EUSP grant of $576.00, which is being applied in monthly installments of $per month
Customer was issued a billing 12/1/in the amount of $357.55, of which $is past due and $current charges due 12/21/Term notice was issued 11/25/for disconnection scheduled on/after 12/14/in the amount of $Minimum amount to stop disconnection was $
Mr*** contacted PE 12/21/and agent explained account balance and termination noticeMr*** made a payment of $Total remaining amount due is $month statement of account is attached for review

Initial Business Response /* (1000, 5, 2016/03/01) */
According to the Company records the customer was issued a bill on 1/20/from 12/15/to 1/15/for kwh in the amount of $The bill contained supplier charges from IDT Energy of $for kwhs(shows double
billed)
1/19/- The customer contacted the Company and the representative confirmed that the bill in question was incorrect as the supplier charges were doubledThe bill in question was corrected on 1/22/by the customer service representative and the customer was billed a total of $for kwh (IDT Energy charges of $and Penn Power charges of $See attached corrected billRepresentative placed a day hold on the customer's account due to rebilling of account
On 1/19/2016, the customer called regarding the current bill which shows an adjustment of $for supplier charges in addition to current chargesThe representative created a notification to supplier services to have the current bill corrected and opened dispute tracking pending billing corrections
Supplier service representative placed the following information on the customer's account
IDT DOUBLE BILLING ERROR OCCURRED BETWEEN 1/TO 1/19/THE CORRECTION WILL BE APPLIED TO THE CUSTOMERS NEXT BILL
On 2/19/2016, the customer was contacted and advised that the bill corrections will be completed and will show on the customer's next billCustomer satisfied
Customer service representative placed a hold on the customer's account until 3/20/pending billing corrections
Initial Consumer Rebuttal /* (3000, 7, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied about the response because my current bill is still showing the overchargeI am asking for the correct bill so I can pay the right amountI am attaching the incorrect bills for reference
Final Business Response /* (4000, 9, 2016/03/03) */
Per our supplier services department
What happened with this customer's account is Penn Power representative reversed bill showing double billing and then the supplier (IDT Energy) sent in the correction which caused a rebill of the same amount of $which was shown on customer's current bill as adjustmentThe supplier service representative removed the $changes from the customer's account and issued a new bill showing a balance owing of $which is the current chargesThe Company does apologize for this error however we were attempting to satisfy the customer
Attached is a one year billing statement showing the correction completed today (3/3/2016)
Final Consumer Response /* (4200, 11, 2016/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already paid the overcharged bill as they suggestedI am asking for $
Thanks
***

The company stands by the final position however, as a good customer service gesture the company has waived the $reconnect fee.

Initial Business Response /* (1000, 5, 2015/10/16) */
The customer received a termination notice for a broken payment arrangement made with the company in March of that issued 10-7-for (catch up 208.42) with a termination date on or after 10-14-
On 10-14-the customer
contacted the company and was given a revised payment arrangement on the remaining balance of to pay a down payment of on 10-14-(paid 10-14-15) and the remaining balance in installments of plus the current bill for monthsThis cancelled the current termination

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.

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

The lights in question are fed underground. The Company sent a Troubleman to investigate the streetlight outages on 9/12. He reported a bad underground feed. A markout has been called in and must be completed (by a contractor) prior to any digging. The repairs are scheduled
for 9/19. If the repair requires wire replacement under the street additional time will be needed

Initial Business Response /* (1000, 5, 2016/04/11) */
The customer was enrolled with the alternate supplier from Verde Energy USAThe customer was on rate ready billing with the supplierThe Distribution Company sends one bill to the customer, which includes both Distribution Company and
Generation Supplier charges The generation supplier provides advance rate information to the utility The utility will perform the calculations for both parties' charges Penelec purchases receivables from the alternate supplier, therefore the charges are owed the Penelec not Verde Energy
The customer is currently on a low income program called PCAP and receives a credit toward the bill each month then the customer is responsible for the remaining balance each monthAt this time the monthly PCAP credit received is $ Along with the monthly credit the customer can receive a forgiveness amount of $each time they pay the amount due on each billing The forgiveness amount would pay off the balance that was deferred when enrolled into the PCAP program

I am rejecting this response because:I requested an old meter be put back on, it was replaced with another smart meter and not what was requested

Initial Business Response /* (1000, 5, 2015/11/12) */
On 10/12/15, Customer called regarding disconnection noticeCompany representative requested catch up amount of $to stop termination and provided all options to stop termination, per Medical certificate number was provided and a
hold was placed on the account until 10/15/
On 10/15/15, Customer filed a PUC complaint and a hold was placed on customer's account
Customer is still on agreement but has a catch up balance of $Company is still waiting for response from the PUC

Initial Business Response /* (1000, 5, 2015/11/17) */
On 7/29/2015, the customer called to place service into her nameHer request was processed and the account was placed into her name as of 5/13/per her requestShe was advised that she can call for payment arrangements, if needed, once she
receives her bill
On 8/12/2015, the customer called because she felt she was being double billedShe was advised that the account was placed into her name as of 5/13/per her request
On 9/14/2015, the customer emailed the CompanyShe said we first transferred service into her name before she moved into her apartment on 5/12/She said she was given an account number and a confirmation numberShe then said three months into the summer, she noticed she has not received a bill yetShe called and was advised that her account number and confirmation number did not existService was then placed into her name as of 5/13/She said that the Company has been charging her landlord and has been taking the payments out of their account automaticallyTo settle this, she paid the landlordThe following week she received a bill for the amount of money that her landlord already paidThe customer is upset that she has been receiving late feesShe feels this is not late, as the landlord has already paid thisThe Company responded by advising the customer that she called us in July to place service into her name as of 5/13/This request was processed and the account was billed in her name from 5/13/forwardAny bills charged to the landlord during this time period were reversed and any payments made by the landlord for this time period were refunded to themShe is responsible for the billed usage from 5/13/forward, as she requested to be billed like thisThe late fee of $was applied to the account, as the Company did not receive the payment that was due on 8/14/
On 9/16/2015, the customer emailed the Company stating the bill was paid by the landlordShe said we sent the bill to two different places, and feels we double billed herThe Company responded by advising the customer to speak with her landlord about this regarding compensation
On 10/18/2015, the customer paid $via check on our website
On 10/24/2015, the payment of $was returned by the customer's bank due to "account not found"A return check letter was sent to the customer
On 10/26/2015, the customer emailed the Company regarding the $paymentThe Company responded by advising the customer that the payment was returned by the bank due to "account not found"The customer was advised to contact her bank to verify her routing number and bank account numberThe amount due is $131.55, which includes the unpaid amount of $
Company position: Company records do not show that the customer called prior to 7/29/to request service be placed into her nameOn 7/29/2015, Company placed service into the customer's name as of 5/13/2015, per her requestBy back-dating the modate to 5/13/2015, this reversed any bills that were charged to the landlord as of 5/13/and any payments made by the landlord for these bills were refunded to themThe customer received bills from 5/13/forward and is responsible to pay the Company these billsThe customer should speak with her landlord regarding reimbursement if she paid the Company and also the landlord for the usage from 5/13/forwardThe customer received late fees due to not paying the bills on timeThe Company has reversed the late fees totaling $
The amount of $was for the bill from 8/25/to 9/24/The customer made a payment for $via an online check on the Company's website, but it was returned by the bank due to "account not found", making this amount still dueThe customer has since made the payment and currently has a zero balance

I am rejecting this response because: They have had several errors and have admitted to themNow they are trying to say the credit was also an errorI do not believe that they do not owe me the moneyI have attached proof from a billing statement they sent me where it shows I had a credit owed to me

Initial Business Response /* (1000, 5, 2016/05/06) */
The customer contacted the Company 2-16-to place a disconnection of service order for 2-29- Mr*** provided a forwarding address of ***, *** The Company mailed the final the bill to this
address on 3-2-for with a due date of 3-22- The bill went unpaid and was placed with an outside agency for final bill collecting The outside agency does not report to any credit bureaus, therefore the late payment will have no impact on Mr***'s credit score

I am rejecting this response because:I don't understand how I have to pay a $security deposit when I don't have service with potomac edisonWhen I had service with them I paid a security deposit of about $I don't have any knowledge of any comar regulationsWhat I do know is that if I am no longer using there service then I shouldn't have to pay any other depositI will pay the usage charges. On the other hand I can't seem to understand why in one month in the winter my bill was around $Then the very next month in winter the bill skyrocketed to $Or why in the summer I have one bill for less then $But then the next month it jumps to $Potomac edison assumes most bills and never gets a meter readingThey use the remote reading and is very inaccurateI have heard excuse after exude about how it must be your usageBut we had a one bedroom with no A/C and there is no way it should be that expensiveWhen I talk to them on the phone they claim they get a meter reading every time but on the bill it states the reading is assumedSo I don't know what to believeIf the people on the phone can't get there story straight then how can the meter reading be correct. All I can say is I will pay the usage charge but I can't understand how I have a secondary security deposit if I am no longer using there service

Initial Business Response /* (1000, 5, 2015/12/17) */
Customer is on the PIPP program for $monthlyA disconnect notice was issued in the amount of $with a termination due date of 11/24/On 11/20/15, an additional day notice was given verbally with a new termination due date of
12/4/On 12/19/15, service was terminated for non-paymentLast payment received on 08/4/
On 12/16/at 10:53, Medical certificate was received, order to restore was processed and service has been restored
Customer has one more Medical Certificate availableCustomer has used two to date, 08/13/and 12/16/At this time, account has a collection hold until 01/15/