FirstEnergy Corp.

Initial Business Response /* (1000, 5, 2015/08/24) */
Potomac Edison issued Ms*** billing statement July 31, in the amount of $331.38, of which $was past due and $were current charges due August 20, Payments are due upon presentation; any bill or part of a bill not
paid by the final date for payment is subject to receive a disconnect notice
Payment of the past due charges were not paid, resulting in a termination notice issuing with disconnection scheduled for on or after August 17, in the amount of $
Ms***'s service was disconnected for non-payment August 19, The total amount to restore service was $356.26, which included termination amount of $340.26, reconnect fee of $
Ms*** paid the requested amount of $to restore service on August 19, at 1:p.mand service was restored on August 20, at 1:p.m
The Customer's service was restored as soon as work load permitted and was not affected by prior contacts the customer had made with Potomac EdisonMs*** did contact Potomac Edison on August 13, regarding the Company payment agreement on the account of $plus current chargesMs*** expressed concern that the payment agreement was billing more money than what she owed on her accountIt was explained, by a supervisor that the payment agreement is for previous charges that she had set up on a payment agreementMs*** indicated she would be calling the next week to pay her entire balanceMs*** also expressed that she felt the meter readings are highMs*** was encouraged to call in her meter readingsA billing statement was mailed to the customer
Potomac Edison schedules and reads their residential meters on a bi-monthly read cycleWe render bills monthlyThe interim monthly billing issues based on an estimated usage calculation
In reviewing Ms***'s consumption history, I determined that the bills are correct as renderedMs*** has indicated that she will be contacting Potomac Edison with meter readings and is encouraged to do so during the estimated monthsThis will prevent any under or over estimations of her bills for the scheduled estimated months
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the responseIn looking at my actual billsThe estimates are over inflatedI would like to see nowWhat my bills will look like since there is not outrageous back up charges and I am sure that an estimate will come in for over I live in a condoThere is no electricity running during the day in my home yet, my monthly estimates are extremely highAs I stated I have family that owns two homes with both homes occupied and both charges put together do not amount to my monthly usage in the condo I live inI also was told by the public utility commission that the only time estimates should be used is if there is a difficulty with getting to them meter and where I live there is no difficulty in getting to the meters, therefore someone should be reading the meters not estimating, the estimate always seem more than what is actually been usedI feel that Potomac Edison gets away with doing this because this company is the only electric company in my areaI am tire of pay plus dollars a month for electricity that is more than my car payment and as I stated I live in a condo

A review of Company records reflects the customer was assessed a deposit of $on 6/21/2015. Company followed regulation regarding assessment of security deposit. The Company may require an existing customer to post a deposit to reestablish credit whenever a customer has been
delinquent in the payment of any two consecutive bill or three or more bills within the preceding months. In order for the deposit to be refunded, the customer must meet the following criteria:-No overdue balance at the time of review.-No active payment agreemeoverdue bills in the last months

Company records indicate that the customer contacted Potomac Edison on 1/6/and service at *** *** *** *** *** *** ** *** was placed in *** ***'s name as of 1/9/2017. Records also show that the customer opted into the company's ebill billing option.
Ebill billing is an electronic version of a customer's monthly billing statement in PDF format that is electronically delivered over a secure internet website. The email address provided by the customer was ***.The customer was issued an initial bill on 2/14/for an amount of $332.27, which included usage balance of $and security deposit amount of $110. This bill was delivered electronically.A termination notice was issued on 3/15/scheduled for any time on or after 3/30/for past due balance of $Termination notices are mailed to the customer's mailing address on file. The next bill was issued on 3/20/which included past due balance of $and current charges of $due 4/10/for a total balance of $495.74. This bill was delivered electronically.A termination notice was issued on 4/14/scheduled for any time on or after 5/1/for past due balance of $495.70. The next bill was issued on 4/14/which included past due balance of $and current charges of $due 5/4/for a total balance of $591.33. this bill was delivered electronically.A termination notice was issued on 5/15/scheduled for any time on or after 5/30/for past due balance of $591.33. The customer contacted Potomac Edison customer service on 5/1/concerning their balance. It was explained to the customer that three bills have been issued and no payments have posted. The customer made a payment of $and was set up on a company payment agreement of $plus current charges for the remaining balance. The company notes that this location is total electric with electric heating. This will cause winter bills to be higher during the winter months

I am rejecting this response because:I have a shut off notice showing that you are charging us another security deposit of $This notice was just received this monthAlso, I called last week to make a payment and was instructed not to because the account is under review by the pucI didn't file a complaint with the puc.

Initial Business Response /* (1000, 5, 2015/09/15) */
On 8/12/2015, a termination notice was issued for 8/26/for the amount of $
On 8/19/at 9:a.m., personal contact via telephone attempted, a message was left
On 8/20/at 5:p.m., personal contact via telephone
attempted, a message was left
On 8/26/2015, the service was terminated for non paymentA post termination notice was left
The customer called in regard to the terminated serviceThe customer was provided with all available options to restoreThe customer claimed have contacted the company on 8/24/to discuss pending termination and was told to pay $by 9/8/to prevent terminationThe representative consulted a Supervisor who offered to review the Company's call logs to determine the validity of the customer's claim
Later in the day, Company Call records were reviewed for the customer's contactA contact was discovered at approximately 5:p.mon 8/24/2015; however, the caller disconnected after the automated phone system advised of an approximate wait time of 6-minuteNo further contacts existed
The customer spoke with a Supervisor who explained that Company records did not reflect that the customer was offered the option to pay $by 9/8/to prevent termination
The customer was able to pay $toward the past due balance plus $for the reconnection fee for a total of $to restore serviceThe payment was made and the order was created to have service restoredThe company representative quoted the 1-day restoration time frameThe remainder of the customer's balance was placed on a payment plan for budget billing plus $
On 8/27/2015, the customer called to inquire about the reconnection time frameA company representative explained the 1-day reconnection time frame
On 8/28/2015, the customer spoke with a Call Center Manager in regard to the terminated serviceThe customer claimed the service was disconnected in error and asked to be reimbursed for approximately $worth of food that was spoiledThe Managed forwarded the customer information to the Claims department for review, but made no guarantees the claim would be honoredAdditionally, the manager offered to review the account and call records as well
On 8/28/2015, the service was restored
On 8/31/2015, after reviewing company records, the Manager contacted the customer and explained that no call was found to support the customer's claimAs a gesture of goodwill, the manager offered to remove the $reconnection fee
On 9/1/2015, The Claims department investigated the customer's allegations and found no evidence that the customer was given an extension by a call center representativeA Claims denial letter was issued
***
It is the Company's final position that there was no evidence that the customer was given an extension by a call center representative on 8/24/Therefore, the claim is being denied because there is no evidence their damages were caused by any improper conduct on the part of Mor its employeesThe Tariff, adopted by the PA PUC, states Mshall not be liable for damages due to causes beyond the Company's control
The payment of $will not be refunded/returned

Company attempted to discuss regulations, and rate/fees with customer separate times on 6/4, she was not receptive, the company has waived deposit with understanding of bills being paid on time in full. $service charge is applicable, and can not be waived. Payment was received
from customer no disconnect is scheduled unless customer calls and verifies she does not want service here any longer in her nameAt this time there is no schedule for disconnect.

I am rejecting this response because: there was never a hold because there was not a disconnect the hold is only for a disconnect which at the time I did not have one and that appointment was for reverifed my pip not for the winter crisis which is why I had an appointment for 12/13/at 1:15pm and the customer service agent confirmed my appointment on 11/13/and said that everything was ok and that my services would not be interrupted because of the appointment for 12/13/heap confirmed this as well they have denied my appointment that they were well known of

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

Restoration priority during storm emergency is to secure public safety first, such as
police stations, hospitals, nursing homes, make down wires safe, then the restoration is prioritized by the greatest amount of customers that will be restored with each repairUnfortunately some customers are not picked up in the "major" repair work and some have to be addressed individually or in smaller groupsSuch as a pole or wire down that may be servicing less customers. Restoration is not done in a first come first served priority

On 03/18/2015, the customer was granted a company payment plan to pay budget billing plus $to pay off a past due billAt that time, the budget billing was $54.00; however, customer's budget amount is based on a month average bill that is reviewed during the 3rd, 6th and 9th month and
adjusted(based on usage) as neededAn adjustment in customer's monthly amount could be the result of a change in customer's usage or a change in the ratesOnce 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 used for that periodThe customer is responsible for the current budget charge plus the difference in the actual usage
In addition to the budget plus $payment planThe customer is charged a fee for outdoor area lighting
The customer has not maintained the payment plan - payments have not been made on time or in full
***
Due to non-payment on bills on 4/21/a residential termination notice was issued listing an amount of $and a disconnect date of 5/5/
On 4/26/2016, the customer contacted the company in regard to the termination noticeThe customer was advised to pay the amount of $to catch up the payment plan and to prevent terminationThe customer claimed an inability to payA temporary stay of termination was granted until 05/06/
The customer did request to speak to a Supervisor; however, the customer disconnected the call before a Supervisor was available to take the call
***
The customer must satisfy the past due balance and maintain the monthly bills(budget plus $payment plan and outdoor lighting fee) in order to maintain service

As information:07/19/17,
a disconnect notice was mailed to the customer in the amount of $for
disconnect on or after 08/02/
08/07/17,
service was disconnected
08/25/17,
customer contacted the company concerning the disconnection of service. Company
advised a payment of $
($arrears and $reconnect fee) would be needed to restore
service. Customer was provided energy
assistance information
09/11/17,
customer contacted the company concerning the reconnection of service. Company advised a payment of $
($arrears and $reconnect fee) would be needed to restore
service. Customer requested that the
late payment charges be removed from the account. Company advised that one payment has posted
to the account in the last year. The
late payment fees are valid and will not be removed from the account.
09/27/17,
a medical certificate is received by the company.
09/27/17,
customer contacted the company concerning a medical certificate submitted. Company advised the medical certificate has
been denied. The account has been off
for over days. Customer requested a
copy of the medical certificate procedure.
Company advised that a subpoena would be needed prior to that
information being provided.
Company
position:
Prior to restoration of the service, a payment of $($arrears and $
reconnect fee) would be needed. One
payment has posted to the account in the last year
The
late fees are valid and are not eligible for a waiver.
The
account has been off for over days. A
medical certificate will not restore the service

As a matter of background, the account was in the customer’s name from 07/29/to 03/02/On 03/02/the customer requested to end the account and she was advised the account is already ended due to a new party taking over service. The customer requested a payment plan on the
remaining balance. She was advised since the account is a final status a payment plan is not available. On 03/04/the customer called and questioned the final bill being based on an estimate. Customer was advised the final bill can be based on an estimate when an actual reading recently obtained. The company agreed to rebill the customer at a much less amount. The customer agreed to the amount. The customer was advised the bill will still reflect estimated readingThe customer was satisfiedA short time later the customer called back with a meter reading, which was less than the amount we were re-estimating her at. The order that was sent to the customer accounting department earlier was changed to reflect the reading the customer is now providing. Customer satisfied03/06/the customer called back about the rebill she received. She was advised that PCAP has to apply the credit yet and then a corrected bill will be issued05/19/the customer called about the final bill being sent to collections. She was advised since she is not a customer it will go to collections. She has made a couple payments towards the balance since it was finaled. Each time she does this, the balance is removed from collections so the payment can be applied and the balance is sent back to the collections agency. The customer was advised she needs to contact the collection agency and make payments through them. 07/19/the customer called the company to say that the collection agency is saying her account is closed. She was advised it was closed again as she made a payment which caused it to be withdrawn from the agencyThe customer’s final bill and balance is correct. The customer provided a final reading which was used to rebill the final bill. Any time a bill is estimated, the next actual reading will include any usage that was over or under billed in the prior estimates. In accordance with Chapter (2), the company may estimate usage every other monthThe company does attempt to read all meters as scheduled, however sometimes there are circumstances beyond our control e.gaccess, storm restoration, extreme weather conditions, work stoppage, emergencies etcThe customer did have options to alleviate estimated billsThe balance accrued at the address due the customer not paying the balance in full each monthThe bills were not estimated for months straight. The bills were estimated every other month, with an exception of a month where there was a dog and the bill was estimated for months straight. In regard to the balance going back and forth between the company and the collection agency, this will happen every time the customer pays the company instead of the collection agency. The customer must continue to pay the collection agency and not the company. The only way this will change, is if the customer becomes a customer of the company againThen at that time, the balance would be brought back to the company, if still collectible by usThe balance will not be removed as it is for consumption used by the customer

I am rejecting this response because:1) my wife who's name was on the bill was terminally ill with brain cancer and we had experienced some hardshipno were in this country do you get penalized so severe for being late with a paymentI cannot change our electric company and am stuck with them.2) my monthly avg is why $500.00.I already have been in touch with channel eyewitness news out of new york and they advised me to contact the Revdex.com first and if I had no success they would get involved to investigate the issues

Potomac Edison records reflect *** ***
was assessed a security deposit in the amount of $on her April 28,
billing statementThe required security deposit is two times the average bill for this location. In accordance to *** ***. Reestablishment of
Credit
BA
residential customer who has established credit and is receiving service, but
who fails to pay a bill by the expiration date of a termination of service
notice, may be required by the utility to reestablish credit by depositing the
amount prescribed in Regulation of this chapter in addition to paying the
outstanding bill and a reasonable reconnection charge, provided that any prior
deposit paid by the customer has been refunded.Statement of account is attached to show that customer is not paying for services rendered in full and by the due date of the bill.Usage history since moving in this location customer has consumed 15,kWh in days or kWh per day average. This location is coded total electric and winter heating is the cause of higher usage from September through March. Bi-monthly estimates are a part of Potomac Edison's billing process. A customer is able to submit a customer supplied reading instead of receiving an estimated bill. The reading can be provided by contacting customer service at *** via automated system, speaking to a representative or on our website *** Bills are rendered monthly. The interim monthly bills are based on an estimated usage calculation. Per our Maryland Commission approved Tariff Section *** (b). *** *** requested service to be take out of his name as of June 15, 2017. Current account balance is $due June 15, and final bill will be issued for service from May to June 15, 2017.

Initial Business Response /* (1000, 5, 2015/12/28) */
0n 1/29/- A deposit warning letter was sent to the customer
On 11/05/- A deposit for $billed to account
On 12/14/- Customer contacts company regarding depositCustomer advised that, although customer makes payments
they are not always on time and/or in fullThe deposit is validCustomer offered installment on deposit
***
Company records reflect partial payments were made, regardless if an actual or estimated bill was received
Company is following regulation regarding assessment of security deposit
In addition, Per (2) regulation- 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 *** (***)
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not even sure what this meansAre they still requiring the security deposit, even though their bills are inaccurate 50% of the time? The ONLY thing I am doing is increasing the monthly amount I pay from my automatic payment every monthI do not think asking for accurate bills 100% of the time is unjustified If they are "estimated" than my "estimated" payments are fineIt isn't like I am not paying, so there is no reason to do anything except change the way they bill
Final Business Response /* (4000, 9, 2016/01/13) */
As previously noted, The company may estimate usage every other monthPer Regulation (2) - 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 *** (***)
The estimations are accurate within company guidelines and PUC Regulations The company expects payment in full and on time regardless of the type of meter reading As noted above, the customer has the option to provide a meter reading Furthermore, the customer does have the option to call to discuss payment options and the Company's budget billing program The company's budget billing or the Equal Payment Plan (EPP) is a program for Residential Business Partners requesting monthly budget billing The EPP is designed to make Residential Customer's monthly payments consistent throughout an entire year, leveling out seasonal highs and lows This customer may want to consider this option
Due to late payments, the deposit was billed to the account The company maintains the position that the deposit request is valid The deposit will not be removed
Final Consumer Response /* (4200, 11, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When a company inflates their "estimated" charges to unreasonable amounts, then charges late fees on estimated charges that are not even close to accurate, and then use these late fees as a reason to require security deposits, it is dishonestWhy can they estimate their bill by a large amount? I will not be satisfied until the bills ARE 100% accurate
I DO NOT WORK FOR THE ELECTRIC COMPANYStop telling me I have the "option" to do YOUR JOB FOR YOU!!! - Learn how to send a person out monthly to read a meter accuratelyPretty simple and It can't be that hard to do, since you are trying to get the homeowner to read the meter for you
This type of billing practice, then inflating estimates to impose larger late fees, which lead to security deposits, all the while the customer (me) has not missed a single payment, (since it is automatically paid from my checking account(It is unreasonable to expect people not to by unhappy about these types of practices
Please tell me how I can switch my electric company and I will happily pay my current balance in full and LEAVE! - Oh that's right, you have a monopoly and I have no choice on the matterBUT you can make up charges to whatever benefits you, so the late fees and required security deposit go into your account so you can gain interest on it
this type of thing is unlawful IMOAGAIN, tell me how I can switch companies????
It is not unreasonable to get 100% accurate bills, without beinfg asked to do someone else's jobsWould I get paid for doing this? Will I see a credit on my bill for my time?
I will not be happy until the bills are 100% accurate and I do not feel like I am being screwed through inflated estimates, that lead to inflated late charges, then extortion to get a security deposit from meAt no time did I agree to paying a security deposit

Initial Business Response /* (1000, 5, 2016/05/19) */
On April 6, 2016, Toledo Edison was contacted by an Assistance for *** regarding accounts she claimed were sent to a collection agencyUpon review it was determined these accounts did have an incorrect mailing address at the
time the accounts closedA copy of the bills were provided and have since been paid
The bills reflected a February due dateWhen an outstanding amount remains due after the final bill due date, Toledo Edison does use a third party collection agency in an attempt to collect paymentAt this point, it would not have affected the customer's credit
We apologize for any inconvenience

The Customer was sent a deposit warning letter on 06/01/17. The letter explained a deposit would be billed to the account if payments continued to be received late. The Customer did not make timely payments following the letter and was billed a deposit of $on
08/02/17.9/25/- The customer contacted the company regarding the deposit assessed to the account. The company representative reviewed the account, billing and payment history and confirmed payments have not been received in full/on time. On the same day, the customer spoke with a Supervisor, the Supervisor confirmed the deposit request was valid and set up the deposit on a payment plan. The Company is following regulations reading the assessment of the security deposit. The deposit request is valid. Although the customer makes payments, they are not always on time or in full. The deposit is on a payment plan. Payments apply based on the company's payment settlement guidelines.

Contract Callers used to be ARC. This is same debt and same companyAny concerns with the credit agency name would need addressed with Contract Callers by the customer

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

I am rejecting this response because:
They failed to address the issue at handI requested during both telephone conversations to have a paper check issued I'm not interested in helping them make even more money with a debit card scheme much less the further hassle involved in the prolonging of getting my money back I even requested they simply put the balance on the new account as absolutely nothing changed other than the first name on the account. Isn't it ironic that the company that forces this method of refund on the consumer refuses to accept a debit card payment without some exorbitant fee unless you sign up for automatic paymentsI also asked if I could mail the debit card back to them as payment on my account and was told I could notIf they won't accept it why should I before's to? I propose a solutionWhen I receive the card in the mail that I do not want, I would like to mail it into the company to whomever I am told to, and have it applied to my account IN FULL with no exorbitant fees attached or levied upon meSeems fitting they should accept it since they are forcing me to do so I simply should've went to my local municipal court and filed a civil suit against first energy for the amount in full