FirstEnergy Corp.

Initial Business Response /* (1000, 12, 2016/03/29) */
Revdex.com spoke with Jersey Central Power/First EnergyThe business has said the consumer is not a customer of theirsIt's possible the consumer could be a First Energy Solutions customer or a PSE&G customer

No response from message left for customer contact, However: Encourage please her to call *** *** *** or *** *** ***Reviewed the accountI spoke with her back on 12/19/2016alsoSwitch to TriEagle was due to government aggregationby *** *** ***We sent her an enrollment letter
on11/21/advising her of the switch and which advised hershe had days to call us and rescind TriEagleI droppedTriEagle for her when we spoke on 12/19/Customer hadTriEagle from 12/14/2016-01/13/TriEagle charged $42.90on the 01/19/bill at a rate of cents per kwh.JCP&L's ptc on that bill was cents per kwhThesupplier was cheaperAs far as the installment plansdeactivating, this is because the customer is not paying herbills on time in full

The Company's Penelec claims department received damage clams regarding the incident that occurred on 7/31/2016. After investigation was completed all customer's were sent denial claim letters on 8/1/2016. The cause of the incident on 7/31/was due to equipment failure with the
34kV overbuild line making contact with the 4kV underbuild line. Penelec pole line is on the opposite side of the road with the large brown stone church. The incident occurred on the used car lot side of the roadway. As stated above, all Penelec customer were issued damage claim letters on 8/1/as follows:In response to your damage claim regarding damage to your personal property the Company's investigation reveals that the incident you experienced on 7/31/was a non-preventable sudden and unforeseen equipment failure of broken Verizon pole and pole #***. As a result of the investigation conducted in this matter there is no evidence of any improper conduct on the part of Penelec or its employees and therefore the damage claim was denied. The customers were advised they may want to consider filing a claim with their insurance Company or contact Verizon directly to place a claim for damages.

Initial Business Response /* (1000, 5, 2016/06/10) */
The customer did not have multiple accounts for different locations with the company The customer did have a different account number each time service was taken in and out of his name at this location Customer first had service at this
location from 10/21/to 02/16/ Service was cancelled from his name 02/16/due to a new occupant applying service at this location Paul requested to put service back into his name 06/26/and has had service at this location since then In July the service was disconnected for nonpaymentThe customer made required payment and service was restored but in error his account was not reactivated The account was reactivated to his name in January and the customer was billed for the consumption used on the meter from July to January The customer was given a new account number when reactivated
The customer is enrolled in 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)On these reviews the EPP amount may increase, decrease or stay the same depending on the difference between the EPP amount and the actual amounts of your electric billsThe bills will include the actual account balanceThe 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
There was no consumption used on the meter from July to January 2015, the budget calculates based off the previous months of consumption therefore the budget was adjusting more due to the service being off for part of the previous months the budget amount was calculating based onFrom April to October the budget amount was $The budget increased to $from October to December The budget increased to $from January to March April was the budget true up and the budget amount adjusted to $There is now a full months of consumption history therefore the budget amount should not adjust as much now The customer is now on a PUC agreement to pay the monthly budget amount + $a month which will start with next bill to issue on 06/17/

The customer’s account was enrolled with Green Mountain Energy as an alternate supplier from 1/21/to 11/28/The customer is currently supplied by Penelec The customer is on the low-income program PCAPThe Customer was PCAP enrolled, effective 6/20/The Monthly PCAP credit is
$126.85. The account must also be enrolled in the Equal Payment Plan, also known as the budget, to be on PCAPCustomer's budget amount is based on a 12-month average bill that is reviewed every three months, and adjusted as needed. An adjustment in the customer's monthly amount could be the result of a change in usage, in their actual cost of service, or extreme weather conditions. Once a year, the customer will receive an anniversary bill. This 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 period The location is listed as total electric including electric heating and the usage historically increases during the winter heating months An increase in the electric bill does not necessarily indicate the bill is incorrect. The utility is responsible for the meter equipment and meter readings. The utilities responsibility ends with the meter. 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. Similarly, June, July and August are high electricity months due to the added use of air conditioning and fans to cool the home. The average temperature for the bill on 1/19/was degrees compared to the average temperature for the on 1/19/at degrees. The customer will expect to see a higher consumption bill with colder temperatures 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 has options on months when the bill is estimated. The customer may provide readings by calling the Company or on the internet at www.firstenergycorp.com The meter was tested 12/11/and determined to be in accordance with Chapter and confirms all prior bills are accurateThe Company bills the customer for usage/consumption on the meter 3/1/18-The customer contacted the Company regarding the bill for service from 1/20/to 2/20/The customer stated she didn’t understand the billThe representative explained the budget plan (Equal Payment Plan) and that her account was on the in low income plan PCAPThe customer stated she felt the Company is only charging what it wantsThe actual reading for consumption on this bill was for KWH for $The amount due for the customer was $due to PCAP program credit and budget billingThe representative went over the bill in detail along with amounts due and payments and an assistance grant of $received on 1/18/The customer only wanted the amount dueThe customer was advised $due 3/14/The current amount due on the account is $due 4/12/ The Company apologizes if the customer feels she was treated anything other than professionally

Initial Business Response /* (1000, 5, 2016/05/12) */
Account is on our commercial rate under JUSTIN K*** REALTOR Customer initiated service with company effective 3/9/ Customer's initial bill included a deposit in compliance with NJ Administrative Code *** Deposits for service (d)
and company tariff section Bill was not paid and a written notice was issued 4/19/due 5/3/ That balance was not paid and service was shut off as a result*** *** spoke to the company on 5/11/16, paid the balance due and service was restored
The company's actions were in compliance with state codes and company tariff
Initial Consumer Rebuttal /* (3000, 7, 2016/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received written notice that service would be shut offThe company will never work with us regarding lowering security deposits, secondary to us having multiple accounts with JCP&LWe spend thousands of dollars just on security deposits, let alone consumptionWe paid the almost $bill for this property because we had no choice, service would not be restoredIt's not fair to expect small business to continually produce that amount of money time and time again, we can't afford itWe always pay the consumption at the properties, not once has a bill not been paidFurthermore, this does not explain being transferred to multiple people within the company, and eventually being hung up onJust because JCP&L says we were sent written notice, doesn't mean we wereNo where on our online account for this address does it say service would be shut offFrankly, this is about the principal of the matter, just because JCP&L has a Monoppoly on electric utility service does not mean their customer service should be so horribleWe are still customers
Final Business Response /* (4000, 9, 2016/05/17) */
The deposit is in compliance with NJ State laws and our tariff I will not include copies of correspondence with this response due to privacy restrictions but a termination letter was sent as described in my initial response A copy is available and can be sent to the customer directly if requested

Customer makes online payments with her banking institution M&T Bank in Sioux Falls SD. A payment was submitted on 07/26/in the amount of $189; however was mailed to MN 5th, PO Box 16001, Reading, PA. This payment is then forwarded to the actual payment processing center
in Akron OH. Payment was received on 08/02/and processed on the account 08/03/at 1:15pm after service had already been terminated. Customer will need to update her banking institution M&T Bank with the correct address to submit payments. The correct address is listed on her bill as MET-ED, PO Box 3687, Akron, OH 44309-

Mr*** contacted Ohio Edison on July 5,
to have the service transferred from his wife’s name to hisThe account
change was processed and a final bill was issued on July 17, which
reflected a credit balance of $Records show a refund was processed on
July 24, and
the refund will be in the form of a Visa debit card
It was explained to Mr*** on July 28,
2017, that once the debit card is received, he can visit the prepaid card
website to request for a paper check or to have the funds transferred to a bank
account

A final bill issued for the account on 8/4/with a balance of $due 8/28/The balance remained unpaid and was placed with a collection agency 9/28/A payment of $was received 1/23/and was inadvertently refunded on 2/22/instead of being applied to the write off
balance*** *** contacted the Company 3/5/asking why he received a refund for the check he sent for the final balanceMr*** was transferred to a supervisor to discuss and the supervisor verified the payment was was refunded inadvertentlyThe supervisor placed a request to have the refund cancelled after Mr*** stated he did not use the credit card refundThe Company was able to have the refund cancelled and apply the customer's payment back to the account to clear the outstanding balance. The account has a zero balance. Attached is a copy of the account statementThe Company apologizes for any inconvenience

The customer has been advised of the claim denial and final position of the CompanySubmitting the damage for customer owned equipment to their insurance Company was recommendedMrsaccepted the result and was satisfied

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.However, I would request that per KWH rates be published on each monthly statement to aid in understanding of this procedureOnline bill explanations are very confusing to customers when there are unexplained credits or charges to accountsI manage two electric bills - one personal household, and one for business, and the back and forth charges/deductions/credits are the most complicated bills I have to pay/manage for one personal household and a business

As information:
*** *** had service in her name at *** ***
***, *** ** from 10/01/to 03/18/16, when service was taken out of her
name
On 05/09/16, *** *** contacted the company to obtain
service in her name at *** *** ***, *** **
Ms*** was
advised that the outstanding balance of $1,from her prior address of
*** *** ***, *** ** needed to be paid in order to obtain
service at this addressDenial letter issued and is attached
A representative then agreed to accept $up front towards
the balance in order to place service in her name at the *** *** ***
address and transfer the remaining balance in when account set up*** ***
paid the $and service was placed in her name effective 05/11/
The company has no record that *** *** was advised that
the balance of $1,would be waived due to PFA, as stated in the Revdex.com case
The service at *** *** ***, *** ** was in *** ***’s name,
with her personal information*** *** is responsible for the balance that
accrued in her name and will remain
There have been a total of two payments received since
obtaining service on 05/11/16, $in May, and $on 08/15/
On 11/17/16, a company representative offered a payment
agreement on the total balance at that time of $1,and the customer
accepted

The customer contacted OE 9/2/to apply for service at *** *** *** *** ** *** **. Service was denied due to unpaid debt of
$in her nameThe customer previously had service at *** *** **,
Akron from March 6, to December 19, and *** *** ** *** *,
Akron
from January 16, to April 22, The customer had a final balance of
$for the account at *** *** **, AkronThe supplier charges totaling
$were sent back to the supplier and the remaining amount of $was
transferred to the account at *** *** ** *** *The final balance for *** *** ** *** * was $1,Ms*** will need to pay her unpaid debt
of $1,to obtain new service

Initial Business Response /* (1000, 5, 2016/03/02) */
In accordance with Mon Power Tariff Rules and Regulations for Electric Service Sheet No4-2; DEPOSITS
The Company may require any applicant or customer to make a deposit with the Company initially and from time-to-time as a guarantee of
payment for electric service usedResidential customer deposits required after March 12, shall not exceed one-twelfth (1/12) of the customer's estimated annual chargeNonresidential customer deposits required after March 12, shall not exceed one-sixth (1/6) of the customer's estimated annual chargeThe Company shall not be required to supply electricity until the deposit has been paid, and it may terminate service if the deposit or any increase thereof is not paid when requiredAfter a customer has paid bills for service without a delinquency for a period of twelve (12) consecutive months, the Company shall promptly refund any deposit made by such customer prior to such period plus accrued interest thereonSimple interest will be paid at the end of said period or at the day of discontinuance of service on any deposit which had remained with the CompanySuch interest shall be equal to the average one-year treasury constant maturities for September, October and November of the preceding year (rounded to the nearest 1/percent) in effect at the time the deposit is refundedFor purposes of this Rule, calculation of the twelve consecutive months period shall commence from the first regular payment or, in the event of payment of a delinquent bill, from such latter dateThe Company shall have a reasonable time in which to read and remove its meters and to ascertain that the obligations of the customer have been fully performed before refunding any deposit
West Virginia Public Service Commission Rule 150-- Rules and Regulations for The Government of Electric Utilities section Security deposit has the above listed requirement for security deposit
Mon Power has required a security deposit according to regulation for the following reason: Mr***'s failure to pay on-time which resulted in three or more invoices paid past the due date in the last monthsThe $required security deposit is 1/the annual usage or times the average monthly billMethod of payment include cash or check at a payment agent, check by mail, ready pay or credit card are the acceptable methods to secure the accountIf Mr*** cannot pay the full amount of the deposit, negotiate an installment plan for 50% down and the remaining balance over two months by contacting Mon Power Customer ServiceOnce the $deposit is paid in full it will be refunded in one year if satisfactory credit is established
A bill message was included on the bill issued 12/23/- IMPORTANT NOTICE: Under state regulations, Mon Power is permitted to request a security deposit when a customer's payment history is unsatisfactoryIf future payment are not made in a timely manner you may be required to pay a security depositIf eligible you may enroll in our Checkless Payment plan at ***This can help ensure your payments are received by the due dateIf you have any questions regarding this matter, please call ***
The account balance was not paid in full by 01/12/due date the security deposit was created and billed to the account on 01/22/
Mr*** is correct that his service has not been terminated; however he has a current bill issued 02/23/in the amount of $that includes $past due charges + $current consumption + $security deposit + $late fee due 03/14/
The security deposit in the amount of $is valid and will remain due on Mr***'s accountHe may contact Mon Power at *** to discuss payment options as well as installments if needed

On 03/18/2015, the customer was granted a company payment plan to pay budget billing plus $to pay off a past due bill At 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 needed An 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 bill This 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 period The customer is responsible for the current budget charge plus the difference in the actual usage
In addition to the budget plus $payment plan The 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 notice The customer was advised to pay the amount of $to catch up the payment plan and to prevent termination The customer claimed an inability to pay A 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

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

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

Initial Business Response /* (1000, 5, 2015/12/17) */
Service at ***, Salem OH was in the name of *** *** 5/1/- 6/4/ The account was enrolled in online billing Service was disconnected for non-payment 6/4/ Final bill was issued 6/17/
Mr*** contacted the
company and made payment 9/21/and service was reconnected Customer was advised of check by phone payments with no additional fee or credit card fee of $ Customer chose to pay via credit card and pay additional $fee
The mailing address was entered as ***, *** OH OE received no return mail on the bills and no contacts from customer reporting that he was not receiving a billFailure to receive a bill, does not exempt a customer from payment Customer should notify company anytime a bill is not received Service was disconnected for non-payment 12/4/ Customer called 12/8/and updated account and was advised of reconnection fee Customer has not requested reconnection of service, therefore no reconnection fee has been charged to his account Due to incorrect mailing address, OE will agree to a one-time waiver of the reconnect fee OE apologizes for incorrect mailing address
Customer paid $via credit card 12/10/ Credit card fee will not be waived, as that is the payment option chosen by the customer and fee is advised upfront In addition, the credit card fee is not an OE charge; it is a fee charged by the third party vendor who processes the credit card payments
If customer wants service reconnected he need to contact OE to complete reconnect request
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept, however, not to my satisfaction OE is not accurate in their response in many ways(convenient) Credit card fee is $according to their reps The *** Address was NEVER mentioned in my conversation with their rep Numerous details are not in my account, as far as what was said and discussed, after the first disconnect As a consumer, with no other options for this service, I am stuck Trying to get satisfaction from a huge monopoly is just not going to happen They know they got you I expected little, and I received what I expected

I am rejecting this response because:In alone the following Price to Compare changed as follows: 12/22/15-1/20/- cents ber KWH1/21/16-2/22/- 7.012/23/16-3/22/- 6.993/23/16-4/21/- 6.984/22/16-5/20/- 6.985/21/16-6/21/- 6.616/22/126-7/21/- 6.417/22/16-8/22/- 6.418/23/16-9/21/- 6.179/22/16-10/22/- 6.0610/23/16-11/21/- 6.0611/22/16-11/30/- 6.57There were changes to the Price to Compare during these billing cycles for 2016, as opposed to the quarterly (4) that West Penn Power claims. When you sign on with an alternate provider you have days to cancel without a penalty & the pricing is good for years. With changes per year, the consumer is really at the mercy of West Penn Power & unable to make an informed decision regarding alternate suppliers

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 Edison Ms*** did contact Potomac Edison on August 13, regarding the Company payment agreement on the account of $plus current charges Ms*** expressed concern that the payment agreement was billing more money than what she owed on her account It was explained, by a supervisor that the payment agreement is for previous charges that she had set up on a payment agreement Ms*** indicated she would be calling the next week to pay her entire balance Ms*** also expressed that she felt the meter readings are high Ms*** was encouraged to call in her meter readings A billing statement was mailed to the customer
Potomac Edison schedules and reads their residential meters on a bi-monthly read cycle We render bills monthly The interim monthly billing issues based on an estimated usage calculation
In reviewing Ms***'s consumption history, I determined that the bills are correct as rendered Ms*** has indicated that she will be contacting Potomac Edison with meter readings and is encouraged to do so during the estimated months This 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