FirstEnergy Corp.

Initial Business Response /* (1000, 5, 2016/01/27) */
MRegional Reliability Engineer spoke with the MSupervisor of Regional Operations, who advised that the following occurred on 11/30/2015:
This was a forced outage to the 13.2kV at *** due to a faulted 4.8kV
underground cable fed from the #Bank
When the 4.8kV cable faulted, the fuse protection for the bank operated correctly, serving part power / no power to all of the 4.8kV customersA serviceman was the first responder and in order to isolate the bank, the safest option was to de-energize the 13.2kV feed via SCADA thus allowing the serviceman to open the B(within a few feet of the troubled bank) then restore the 13.2kVThe device that de-energized the troubled bank also de-energized the source for and lines (Mr***'s circuit)
The Engineer was not sure of any reason why performing switching on the 13.2kV by operating the 3Bwould have caused damage to customer equipment
We did receive a secondary order on 12/01/from this customer regarding partial powerThe Line Department responded and checked the voltage at the meter base to find it to be 120/121/
Per MManager of Regional Claims:
We received claim # *** on 12/30/regarding damages the customer endured due to an outage we had on 11/30/The customer is stating that there was an issue with their generatorThe Claims Manager contacted the customer on 12/31/2015, and advised them that we received their claim and it was being investigatedAfter reviewing all relevant information regarding this claim, there was no evidence their damage was caused by any improper conduct on the part of Mor its employeesA claim denial letter (attached) was sent to the customer on 01/06/
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Mis exactly as expected, a tap dance of denial around accountability from a monopolistic company & it's representativeMy home generator was working perfectly prior to this event on the 30th; my home generator ran it's scheduled exercise at 11:00am on Sunday the 29th (exactly as it does every week, logged)When this event happened on the 30th, we immediately lost all power in the home; when it came back on we had 1/of our home lighted and our generator not workingWe contacted Mthat morningThis is more than just mere coincidence or happenstance as Mis trying to portray
We hired two (2) certified master electricians (AKA "guys who understand electricity flow and how it affects homes"), both have signed statements confirming the damage to my transfer and generator were, in fact, done from a outside power surgeWith that, we also have a manufacturer statement confirming the physical damage to our generator was caused by a power surge as it "fried the control panel"; we have the control panel as evidenceRather than Mbeing a reputable, moral, customer service orientated provider focusing on satisfaction of service, they are basing a claims denial on an engineer statement of being "unsure", to which I counter with two (2) certified master electrician statements of "100% certainty" and supporting physical evidence
This just shows the type of people that are employed at Mand the mission statement of their companyAt any cost Mwill duck, dodge, or deny accountability to save bottom line dollars for their company, all at the expense of the people they promised to serviceEveryone who deals with Mneeds to know this story so they understand who they are dealing with as to prepare for possible frustration, heart ache, and unnecessary financial burdenIt's unfortunate that power supplier options are limited, if at all optional in some areas; Mwould be fired on the spot if they were a true representation of a free marketMhandled this issue with a classless, disrespectful, and tyrannical approach; they deserve to have their true colors exposedTheir claims department, customer service department, and executives should be ashamed of themselves
Final Business Response /* (4000, 9, 2016/02/04) */
As previously stated, the voltage issue was caused by a sudden and unforeseeable failure of an underground lineThere is no evidence that the damage was caused by any improper conduct on the part of Mor its employeesThe Company's position has not changedMis unable to honor the claim for the property damage

Initial Business Response /* (1000, 5, 2016/04/26) */
The customer is on the Equal Payment Plan, aka budgetThe Equal Payment Plan is a budget program for residential customersThe budget is available to residential customers as a way to ease the budgeting of their utility billThis plan allows
the customer to pay approximately the same amount each month in an effort to level out the high/low seasonal billings and also so the customer will not have to pay the total bill amount at that timeThe budget amount is calculated based off of the recent twelve month usage history and may adjust during periodic review (typically every three months) or during the customer's end of year trperiod (the end of the budget year/actual amount due)The longer the customer is at the residence, the more the budget will reflect the customer's usageIf the customer uses more, the budget may raiseIf the usage lowers, the budget may lowerWhen the customer is on the budget, the customer is responsible for paying the budget amount, not the actual account balance/actual usage at that timeAt the end of the year during the true up period for the budget, the remaining actual account balance (difference from being on the budget) becomes due at that time
In the last EPP payments, the customer has been billed $ The EPP payments have covered $leaving a difference of $ The EPP has increased to cover this balance
Initial Consumer Rebuttal /* (3000, 7, 2016/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The price keeps going up and they have taken away any incentive programs such a heating options and budget plans for those of us that have switched to all electricThe price of coal, oil and natural gas is very low and is the key component in generating electro but the bills continue to rise we have had smart meters shoved down our throats and when you complain you get told to deal with it but they have taken all incentive programs away it is highway robbery

There is a new 35’ pole that was set on the neighbor’s
property as part of a recent Resident Service installation. The
pole/conductor are not in conflict with the pool and the conductor does not
appear to cross the Halada property. We DO MEET the required minimum
distance of
feet diagonally from the pool edge per FE 03-
Our Line Supervisor talked to Mr*** about the
situation with the new service and explained that we do not typically contact
the customer of a neighboring property for new installations. We only
discuss the location of new equipment with the property owner making the request.
He did mention that he was disappointed that his neighbor did not discuss the
new pole location with him prior to installation
He requested a copy of our construction standard regarding
swimming pools and was provided that today (Tuesday, 6/19) via email

Meter boxes are customer
owned equipment and would be customer’s responsibility. Mwould not
be placing malware through the meter bases in any capacity, whether they are
being used or not
On 07/21/16, the company did
make a site visit to this location to investigate
any type of tampering and
found nothing suspicious/out of the ordinary

The total account balance is currently 400.03. A termination notice issued 11-17-for with a termination date on or after 12-1-16. According to the information provided in the complaint, the customer will be paying the before the scheduled termination date of 12-1-
The company issues a monthly bill. The customer started service at the location 7-6-16, however the only payments have been received on the account(10-12-16, 10-17-and 11-15-16)The account is already on a day special due date (bill extender) to allow the customer time to make payments due to reported monthly fixed income. The standard due date for customers is days. The account is eligible for an installment plan and the customer should contact Customer Service if interested at ***

Initial Business Response /* (1000, 5, 2015/10/06) */
Customer had a termination notice effective on or after 10/05/for $Customer was past due on the current payment agreement on the account therefore was not eligible for an extensionThe company provided the customer with another
payment agreementThe customer made a down payment of $and the remaining balance was placed on an agreement to pay current bills + $for the next months starting with the bill to issue on 10/20/The new agreement stopped the current termination noticeThe company advised failure to keep the new payment agreement could result in disconnection of service
The company recognizes that a momentary interruption can be a nuisance, but they are necessary in order to maintain service and prevent longer duration outages to hundreds or possibly thousands of customersMost distribution lines are protected by devices called breakers or reclosersThese devices interrupt power automatically for sustained faults such as downed lines, but they also sense momentary faults and will cut power for a few seconds to protect the system and prevent long duration outagesWhen an electrical fault occurs (iea vehicle hitting a pole or extreme winds causing conductors to slap together, lightning hitting the line, trees or animals contacting the line, etc.), the breaker or recloser will interrupt power for a few seconds to allow the problem to clear itselfMost electrical faults on the system are temporary, so after a few seconds the breaker or recloser will restore power to the line to test to see if the fault has clearedIf the fault has cleared then the power will remain on, but if the fault persists the breaker or recloser will test the line once or twice more and will then cut off power permanentlyIn order to clear a sustained outage, crews must be dispatched to find and repair the faultBy testing the line to see if the fault has cleared itself, the breaker or recloser avoids many long duration outages

On 1/25/2016, customer called to apply for service as of
2/23/He was advised of the required deposit and also offered the
guarantor option to waive the depositA guarantor form was sent to him to be
signed by him and the potential guarantor
On2/02/2016, Company received the signed
guarantor form back
from the customerThe person who signed the guarantor form does not meet
eligibility requirements to be a guarantor (due to payment history)A letter
was sent to the customer to call the Company
On 3/04/2016, customer called and another guarantor form was
mailed to him, per his request
On 3/09/2016, Company received signed guarantor form back
from customerThe person who signed the guarantor form does not meet
eligibility requirements (only had service with us for months)Must have
service with us for years or more as one of the requirements to be a
guarantor
On 9/02/2016, customer called to question a high bill for
$for service from 8/03/to 8/31/He was advised that this is an
actual readingThe previous month was estimated and anything not billed on
that bill would appear on this actual reading billHe wants someone to come
check thisRepresentative advised he could call back with a meter readingHe
was advised that July was very hot, which could cause the usage to increaseThis
is first summer at this locationCustomer hung upPUC dispute rights were
mailed to the customer
On 9/14/2016, Company obtained an actual reading of
Company’s position: The customer was charged a deposit of
$when he started service in his name at this locationThis is two times
the average monthly bill at the propertyThe customer can use the guarantor
option to have the deposit waivedA guarantor is a co-signerPart of the
qualifications to be a guarantor are that the customer has to currently have
service with Mfor two years and be in good standing with the CompanyThe
people that the customer presented to us to be a guarantor did not meet the
guarantor qualifications
Regarding the customer questioning a high bill, the Company
obtained an actual reading on 8/31/during our bimonthly meter
reading scheduleThe Company obtained another meter reading on 9/14/2016, which
confirms that the meter has advanced and the bill is correctThe customer has used
kwh between 8/31/and 9/14/2016, which is kwh per day for days
This usage will produce a monthly bill of approximately kwh, or around
$The customer is questioning the bill for $from 8/03/to
8/31/(kwh)This was an actual reading, which followed an estimated
bill of $from 7/02/to 8/02/(kwh)The average of these two
bill is kwh or $per monthThis is the customer’s first summer at
this locationAir conditioning, along with extreme heat, can cause the usage
to increaseBased on the above information, the bills are correct as rendered

Initial Business Response /* (1000, 5, 2015/12/15) */
Service at this location, ***, was terminated for nonpayment under the prior ratepayers name on 10/5/due to nonpayment
*** *** contacted the Company on 12/10/requesting service at
*** Ms*** indicated that no one new is moving into the location and that the tenant who had service terminated for nonpayment was remaining in the home Ms*** was advised that their application for service is denied due to occupancy at the location not changing The company requests that the occupant of the home pay their outstanding balance for service to be restored The landlord was advised that the tenant should contact the Company to pay their outstanding balance
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not contract with the electric company for the overdue billThe company did NOT notify me the bill was overdue or the amount or that the electric was turned OFF! It still has NOT provided any factual information to us! We even have a continuance agreement with the company to notify us if electric is turned off.We found out this information by contacting the tenantThe company also refused to send me a copy of this policyThis is our property and we are willing to pay for the electricity hook up and future bills that have been sent to us and we are aware ofWe had NO knowledge of these unpaid bills and have recieved NO information relating to those bills from the electric companyOur property will be severely damaged if the pipes freeze due to the failure of the electric company to provide requested service!!! We are not willing to throw our goood tenant of years onto the street because he lost his job and has not been able to find another job, he also owes us months back rent.We need to have our electric service restored ASAP!!!!
Final Business Response /* (4000, 18, 2016/02/01) */
The Company does not release customer account information to anyone other than the customer The company will not notify another party of a current customer's pending termination notice This is to protect the privacy of customers
The Company is permitted to request payment of an outstanding balance from an occupant of a location if they have resided and continue to reside at the location and benefit from the service
Final Consumer Response /* (4200, 20, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT have a problem with the company requesting payment of an outstanding balance from an occupant of a locationTotally understandable
I have a problem with the company that refused to provide Me with service, that I was willing to pay for, on my propertyThe issue is the REFUSAL to provide this service when requestedThey told me that I would have to evict the previous customer or pay the bill of the previous customer before they would provide ME electricy....where is the privacy in that?
Why is the electric company permitted to VIOLATE the previous customer's account information, by discussing his account and telling us EXACTLY what he owed without his consent, then demand that we pay that amount before they would provide Us with electric?
I find it amazing that the electric company continues to Rebut this issue without providing a response to the original Complaint

I am rejecting this response because:
How is that fair that I pay them 1,and then they want to back bill me how is that right, this isn't fair at all.

Initial Business Response /* (1000, 5, 2015/07/17) */
Company has no record of request for service for ***
Prior tenant canceled service 8/25/
Unauthorized usage was discoveredBased in usage, it appears someone moved in around the end of November
Three day notice was
given 5/30/for disconnection of service 6/4/
Service was disconnected 6/4/
New tenant, *** applied for service 6/29/Agent spoke to representative at *** who advised that *** and her mother had been living at the locationWhen agent went back to the line, *** had already hung up
*** called back 6/29/applied for service 6/29/Agent again spoke to a representative at *** who this time advised that no one was previously living at the locationSaid that prior tenant was *** who was evicted a couple months priorAgent checked court website and found *** had been evicted in
A supervisor spoke with *** 7/7/15, and after further review agreed to process an applicant for service, going forward, however she stated she no longer wanted the service in her name

The Company position stands as initially responded

Per our program administrator, HomeServe, the customer was
enrolled on 9/4/via sales through service and cancelled 9/12/17. Under
the program, customers have days to review the plan without obligation, so
any charge billed would be credited. HomeServe will contact the
customer
to advise

Initial Business Response /* (1000, 5, 2015/08/20) */
Customer was issued a disconnect notice with her 6/11/bill in the amount of $for 6/25/ Payment was not received New bill issued 7/14/15, which included a reminder of the past due balance and disconnect notice Payment was not
received, resulting in disconnection of service 8/3/ Total to reconnect was $749.13, which included reconnect fee
New disconnect notice was included in current bill, issued 8/12/ Payment of $required by 8/26/to prevent disconnection
Customer is not eligible for a payment plan because she is currently on a month payment plan, which was granted to customer after she defaulted on a prior payment plan
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they are not being honest no disconnect was on
the bill on 7-I can provide a copy of it and it does not have a disconnect on itI was informed that my service was being disconnect and they stuck me on a plan that I did not agreee to

I am rejecting this response because:
it is common sense that the bill will increase with increased useThe issue has been and still is the fact that I have not used that amount of electricityI have not been in the apartment for over half of the billing period so it is a no brainer this bill should have been cut in halfOhio Edison is not even attempting to check the meter and make sure it is being used correctlyI am being taken advantage of by Ohio Edison and I am completely helplessEverything has been checked inside of my homeEvery time I speak to someone from Ohio Edison they immediately and repeatedly say it is something in my home not working properlyEverything has been checked multiple timesThe only other option I have is to sit in the dark with no heat on at allI am truly disgusted by this company and I have no choice but to use them

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 satisfied A 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 satisfied 03/06/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 issued 05/19/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

12/29/Customer called to see why his
payment did not auto deduct on 12/22/like it was supposed to. Customer was advised the late payment charge would
be reversed and an order would be sent to have this looked intoAccount is
noted that customer would like a call back or a
written advising of issue and
what will happen with balance dueCustomer was satisfied
01/04/the department who handles the
auto payments replied to the order advising that a transfer posted to the
account on 12/22/2016, the same day the payment was to come out, causing a
differentiation in the amount invoiced and actual allowed amount to be
deducted. This caused the auto payment
to not proceed
01/05/a call me letter was issued to the
customer as we were not able to reach him over the phoneA written utility
report was also issued to the customer advising of what the issue wasA hold
was placed on the account until 01/25/to allow time for the customer to receive
the company position and dispute if needed
01/10/the customer called about the
letters he received. He was advised that
the amount will be pulled form his bank on 01/19/Customer was satisfied
01/23/Customer called about his payment
not being pulled. He was advised he
should make his payment another way and then next month it will pull out like
it normally would or he can let it all go and it will all come out next
month. Customer made a payment over the
phoneCustomer was satisfied
02/16/Customer called and requested to
be removed from budget billing. A new
bill was sent to the customer. They also
requested to be removed from paperless billingCustomer was satisfied
02/22/Customer called about waiving the
late payment charge. This was waived. Customer was satisfied
02/24/Customer called back about having
the late payment charges reversed. He
was advised they are reversed
03/02/customer called after hours and
was advised to call back. Customer was
satisfied
03/03/Customer called to say that he was
told on 02/22/that the late payment fees would be waivedCustomer was
advised fees are not waived in the credit department. Customer was satisfied
03/06/customer sent an email to the
company in regard to the late payment feesHe mentioned he has called several
times to have this corrected and to have the late payment fees reversedHe has
made the payments we requested of him and still the fee is there. Customer requested that all fees be waived
and a credit of $be credited to his account for his time and stressThe
company replied back advising that they see they have spoken with customer
service and this issue has been resolved.
They were also provided direction on how to enroll in automatic
payments
Later that day, the customer called and
verified the amount due and due date.
Customer was satisfied The company position is that all late payment charges have been waivedThe payment did not pull originally due to the account balance being different than what the customer was told on their monthly invoice. Then each time the customer called in about it a lock was placed on the account to prevent any termination notices from being issued. However, this also prevented payments from being deducted as well. The account has been paid current and the next bill is due 03/24/2017. The customer is no longer on autopay and therefore needs to pay the bills in another wayThe customer has also filed a complaint with the PaPUC

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

The total account balance is $778.12, of which $is past due and $are current charges due on 07/09/The last payment posted to the account on 05/04/of $100.00The Company will set up an installment plan with a down payment of $due on 06/22/and the remaining balance in installments of $plus current bill for months beginning with the bill issuing on 06/20/No other installment plans or extensions will be given until paid in fullPayments must be received in full by the due date each month to avoid receiving a 5-day broken installment plan termination notice

Initial Business Response /* (1000, 5, 2015/10/14) */
The customer was contacted, A Company representative went over the details of her concerns, apologized for the delay in reconnection However, the customer had been advised Aug via email that they needed to pay a security deposit, another
letter was mailed advising and when no response was received the service was disconnected due to consumption on the meterWhen the customer paid on 10/and found that the service order could not be worked until 10/he canceled the payment, and the process timeline started againThis was considered a new application and not an emergency order therefore emergency crews were not utilizedWhen the revenue protection department was contacted, the service was then connected and the paperwork was completed Again I apologized and will coach any employee that may not of communicated accuratelyMrswas accepting and the call ended politelyThe customer was advised of her right to submit a claim for review but declined the information at this time
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even so I went over the whole situation with the company's Rep, I insist, we didn't get any Email in regards to the discrepancy with the application and furthermore not even the mailed letter they stayed it was mailed to our addres on the month of August since we only moved in as October 2nd if they would of used certify mail service as everyone in business use in order to make sure the costumers is contacted they would of find out then that we were not living at this address yet; so still not clear the reason why #they didn't attempt to contact us via phone since all my info was on the initial online request, #Why the power wasn't disconnected at the time of the previous owner left the home vacant, and lastly why did they waited a whole year to take action instead of sending another letter may be certified this time to make sure we were aware of the situation; but I guess it doesn't matters now since the JCP rep started the conversation by making clear that the Revdex.com DOESN'T have any jurisdiction over the utility companies; with that said We just going to continue with our lives knowing that there is companies out there that they can operate how ever they like with out any kind of regulation, and as she said Revdex.com is just having a courtesy with me as a consumer but there is nothing else to do; So Thank you for your time

Initial Business Response /* (1000, 5, 2016/06/20) */
Customer began service at the location 4-27-and only one customer payment has posted to the account on 7-24- If customer has made payments on the account that have not posted, customer should review with bank to determine where payments
posted
Company reads the meter each month and sends a bill for consumption of electric per the cost approved by the West Virginia Public Service Commission as per Potomac Edison's Tariff
The Company sent a medical certificate to the customer's doctor as requested, however the doctor refused to sign the medical certificate paperwork, therefore medical certificate was denied
Initial Consumer Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have paid my bill every month, and the doctor dod NOT refuse to sign the medical certificate , I was right there when she signed it and faxed , so try again
Final Business Response /* (4000, 9, 2016/06/24) */
Further review of the account determined that the customer's doctor refused to sign a medical certificate on 6-10-16, however another medical certificate was received on 6-15-that was signed by a doctor This medical certificate was accepted and the Company is currently negotiating a payment plan with the customer on the account balance of