FirstEnergy Corp.

Records show a payment of $was made through the Company’s website and posted to the account on July 7, However, the payment was later returned by the bank due to account not found The customer contacted Ohio Edison on July 17, and was advised that the payment was made via the Company’s website and confirmed the bank information provided? to process the payment was the account he advised was closedAs a one-time courtesy, Ohio Edison has waived the return check charge of $

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

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 [redacted] contacted the Company 3/5/asking why he received a refund for the check he sent for the final balanceMr [redacted] 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 [redacted] 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

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ 10-21-15 A review of company records indicates [redacted] contacted the company 8-9-11 and placed the electric service in his name at [redacted] in Morgantown, WV. No other contact was received from the customer until... 1-16-12 when he contacted the company to cancel the service in his name. Mr. [redacted] advised the company he did not realize the account was in his name and he refused to provide a forwarding address. He was advised if the landlord contacted the company and took responsibility for the date he moved out, corrections could be processed. The service was cancelled in Mr. [redacted] 's name as of 1-16-12 and the bill is due as rendered for 484.60.

The company stands by the original positionThe Price to Compare (PTC) is the price per kilowatt-hour (kWh) the Company will charge for the generation portion of electric serviceThe PTC values are updated quarterly (March/June/September/December)Customers have the option to shop to save money if they purchase electricity from an electric generation supplier for less than their Price to CompareThe PTC is listed on the customer bill each monthThe company does not know what kind of contact (fixed or variable rate) the customer has with the alternate supplierThe company must comply with the Pennsylvania Electric Competition law

Initial Business Response / [redacted] (1000, 5, 2015/11/20) */ 7/28/14, a deposit warning letter was issued advising customer if he continued to pay late a deposit would be required 9/29/14, the deposit amount of $was applied on the account Documentation does not indicate customer called to dispute the deposit 3/10/15, Customer called about a high bill of $for billing period 1/30/15-3/03/A customer billing analysis was completed which indicated the customer had the potential of kWh monthlyThe representative advised the prior bill had been estimated, any unbilled usage would show with actual readingThe customer billing analysis shows bill was correctCustomer was satisfied (Information obtained from prior case [redacted] ) The Customer's service was terminated on 6/4/The Customer was set up on a payment agreement on 6/17/after being terminated for the balance of $9,The balance was broken into month installments of $plus budget billThis was offered in error on 6/12/but the company accepted a payment of $for service to be restored and the remaining was billed in installmentsThe customer was advised that there is a security deposit due of $and the customer was encouraged to contact the company after service was restored to see if it could possibly be waivedThe Customer accepted terms of the agreement and was satisfiedThe Customer's service was restored on 6/16/ 7/17/2015, The Customer contacted the Company stating that he did not agree to the agreement set up on the accountThe customer stated that he thought he was set up on a payment agreement for $and not $The representative advised that he is paying $plus payment agreement amount of $The customer was advised that his arrears are $The Customer was advised that the prior call would be reviewed but the company would not offer a month plan for the customerThe Customer was satisfied A termination notice was issued on 7/21/scheduled for any time on or after 8/4/for past due balance of $ 7/28/10:a.m- the Company attempted contact via telephone for the purpose of personal notice of disconnectionMessage was left 7/29/5:p.m- the Company attempted contact via telephone for the purpose of personal notice of disconnectionMessage was left Service was terminated on 8/5/ The Customer contacted the Company on 8/5/after service was terminated and stated that he was told not to pay anything until the payment agreement was worked outThe Customer requested to speak with a supervisorThe customer was advised of medical certificate and PFA informationThe customer stated that he was set up on a payment agreementThe supervisor reviewed the account and determined that the customer was offered and set up on a payment agreement of $plus budget amountThe customer was advised that this would have been the minimum amount offered to the customerThe Customer stated that he called the company on 7/17/and was advised to not make any payments until the agreement was reviewedThe Customer was advised that the call would be reviewedThe customer was satisfied PUC case [redacted] dismissed 8/25/ 10/19/15, a residential termination notice was issued for an amount of $with disconnection date of 11/02/ 10/27/15, Personal notice of disconnection posted at propertyNo contact with customer 11/02/15, Doctor's office contacted the Company for a medical certificateThe representative advised the customer was not eligible for another one 11/02/15, Service was disconnected due to nonpayment of billPost termination notice was given to customer Later that day, Customer called regarding disconnection of serviceThe representative provided options and advised past due amount of $Customer was satisfied The Customer has had two or more defaulted payment agreements and is not eligible for lower restoral termsThe customer was previously enrolled in PCAP and removed on 5/31/for failure to recertifyThe Customer's balance includes PCAP arrears of $ Documentation does not indicate the customer disputed his bill and/or deposit after then 3/10/Prior case [redacted] was dismissed The customer needs to pay $($+ $rec fee) to restore service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Disputes were made with company,we had asked penelec to review recorded audio and we even provided reps names with whom we had spoke with, penelec claims our calls did not get recorded....which is odd bc they always record calls but cant find ours? We have kids total.ages are 5,11,15,Our son and daughter need their breathing machines and nebulizers which the dr faxed to penelec papers stating of medical emergency and penelec ignored Final Business Response / [redacted] (4000, 9, 2015/12/10) */ Company does not supply actual calls to customersOur records are proof of the contactAs stated in the original response, the Company accepted payment of $to restore service then established a month agreement of budget + $Upon further review the agreement amount quoted on 6/12/was budget + $which was high than agreement amount established 6/17/ Customer has had three medical certificates (4/08/15, 8/13/15, 9/14/15) and is not eligible for another medical certificate until balance is paid to zero

? I am rejecting this response because: If they did this to me they are doing it to a lot of customers.? I WANT TO BE SURE to MONTH CHAREG FOR SERVICES CUSTOMERS ARE NOT GETTING IS STOPPED.? I do not care how big of a coyou are , the law is the law, and charging people for nothing because your organization is too big to handle your books is no excuse.? I WANT THE CHARGES STOPPED WHEN SERVICES ARE CANCELLED FOR FUTURE CUSTOMERS

I am rejecting this response because:I did not hang up the phone it was disconnected after they transferred me to a customer service rep that clearly stated she could NOT help me and didn't understand why they would transfer me to her in the first place When she transferred me back was when the call disconnected At no time did I receive a letter and I called a few times before the 11-call to talk about my account and making sure that I was making the correct amount of payments to not go through what I did the previous heating season No one at any time mentioned a security deposit if they were looking to put me on one I can not afford to pay another on a bill I already paid all because you choose to collect a security deposit

The Company has contacted the customer regarding the restoration of service.? Customer was advised the service will be restored today, September 15th and the reconnection fee has been updated accordingly.?

The Company was not able to read the customer's meter for several months in a row due to? mulitple dogs in the area, therefore several billings were estimated.? On 12-1-16, a meter technician installed a remote read meter that will allow the serviceman to read the meter safely? from a near by location without? exiting the vehicle? By error, the customer's meter was billed to a nearby account.? Corrections have been processed.This error, along with several previous estimates, caused a high balance due on the account.? Customer will be receiving a letter from the Company regarding the rebilling.? Also, the Company would offer the customer an installment plan to pay the balance over the next several months if neededAny inconvenience to the customer? is regretted by the Company.?

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ On 9/8/a month deferred payment plan was created after customer paid $ $= 1/9th of $($included in $amount) Term of plan was current bill + $for months $payment applied to $security deposit Remaining $for security deposit appeared on customer's bill, past due It is an amount that was originally due 7/7/ Security deposit and fees are not included in deferred arrears payment plans Customer was issued a disconnect notice in the amount of $due by 10/6/ Company granted day extension on 10/2/15, hold was thru 10/12/ Customer paid $10/12/ Total account balance is $505.68, of which $is past due and $is current bill due 11/4/ Customer was issued another disconnect notice in the amount of $due by 11/4/ Payment of $required to guarantee service

4/19/- The? Customer? contacted the company regarding a termination notice issued 4/4/for the amount of $scheduled on or after 4/18/17.? The customer was provided with all available options, including the Medical Certificate option.? The customer was provided with the information in order to file a Medical Certificate and was also provided the Medical Certificate guidelines, including the day timeframe.? The Company representative also faxed the medical certificate paperwork to the customer's doctor.? The customer was unable to pay the amount needed to maintain service, the customer was provide with PA Dispute Rights and a new termination date of 5/1/17.4/20/- Medical Certificate #was received.? A day hold was placed on the account until 5/20/176/2/- The Customer contacted the company to have the medical certificate paperwork faxed to a doctor.? The forms were faxed.6/22/- The Customer Contacted the company regarding a termination notice issued 6/6/for the amount of $scheduled on or after 6/20/17.? The customer wanted to know why a new notice was received.? The Company Representative explained the? Medical Certificate hold had expired and a renewal had not been received.? The customer was unable to pay to maintain service.? The customer was provided with all available options including the Medical Certificate option.? The Company Representative provided the information in order to the customer to file a Medical Certificate and was also provided with the Medical Certificate guidelines.? PA Dispute Rights were provided and the customer was given a new termination date of 7/4/17.6/23/- Medical Certificate #was received.? A day hold was placed on the account until 7/22/17.? [redacted] The Medical Certificate guidelines:The Regulations allow for one medical certificate with a limit of two (2) renewals, each at a maximum of a day period.? The limitation refers to the entire household.Also, whenever service is restored or termination postponed under the medical emergency procedures, the customer shall retain a duty to make payment on all current undisputed bills or budget billing amount as determined under the Regulations.? The Customer is ineligible for an additional? company payment plan.? The Customer is on PCAP.PCAP provides low-income residential business partners of Met-Ed, Penelec & Penn Power with the following:•? Monthly credits to assist them with lowering their energy costs.•? One time opportunity is given at the time of their initial enrollment into PCAP, to eliminate their past due balance through monthly debt reduction in recognition of in full consumption bill payments.As a participant in PCAP, the customer is obligated to pay the PCAP bill on time and in full each month - the Customer does not pay on time or in full

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

Initial Business Response / [redacted] (1000, 5, 2016/05/02) */ Ohio Edison received notification from AEP Energy Inc., that Mr [redacted] added AEP Energy Inc., as his alternate supplier effective with the first scheduled meter reading date after April 8, Ohio Edison mailed Mr [redacted] a letter confirming this information on March 10, The letter, which is attached advised Mr [redacted] to contact customer service within seven days if he did not want to change suppliersNo record that Mr [redacted] contacted customer service to dispute or cancel the enrollmentMr [redacted] will need to contact AEP Energy Inc,to dispute his enrollment with AEP Energy Inc., and any early termination fee concerns that he has

Initial Business Response / [redacted] (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 [redacted] 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 [redacted] contacted PE 12/21/and agent explained account balance and termination notice Mr [redacted] made a payment of $ Total remaining amount due is $ month statement of account is attached for review

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Good morning, I believe that this complaint should be forwarded to one of the FirstEnergy Corp utilities FirstEnergy Solutions, a generation supplier, does not have record of Ms***'s account, nor does it have the ability to disconnect service Thank you Becki P [redacted] Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/11/17) */ over charged and money taken without my permmission complaint # [redacted] explained to Revdex.com in Akron this is getting very old and upsetting I would like the name of employee who was at my home as I want to press criminal charges against him at no time did I give him permission to take any money from my account and at no time did he make it clear to me he was going to debit my account he stole from meI want my money back as this has already caused me to be behind on my payments and I just had an emergency repair on my furnace I need my money back no one has the right to take from my bank account especialy since the payment was made days prior to them taking my money this is stealing and at no time did I allow or give my info to a stranger at my door Final Business Response / [redacted] (4000, 17, 2015/11/18) */ Credited deposit, and credit created from duplicate payment that has now cleared bankI spk with customer again on 11/and she seemed satisfied

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.?

? As information: [redacted] ***, ***, [redacted] **: ? Actual Readings are being obtainedThe company's intentions and goals are to obtain an actual reading every month; however, there are times when the company is not able to obtain an actual reading and the billing is estimatedWhen estimated, if over or under estimated, the usage is caught and corrected/billed with the next actual readingSince obtaining service, the company has missed one reading, 11/30/ ? There is not a way for the company to tell a customer exactly where usage is coming fromCustomer is billed for what is used on the meterThe company can review a Customer Billing Analysis (CBA) with customer in an effort to determine what all is being used in the household and the potential monthly usageThe CBA is only as beneficial and accurate as the information provided by the customerIf the customer fails to provide all accurate information, the CBA will neither be beneficial or accurateThe company can also recommend that the customer perform a breaker test in an effort to determine what in the household is using the most powerThe breaker test is performed by momentarily shutting off each breaker, one at a time, and watching to see whether the spinning wheel on meter slows down drasticallyThis will pinpoint the breaker and circuit that are drawing the most power ? Customer is also enrolled with an Alternate Supplier and is responsible for their charges each month as well ? The 05/27/to 06/27/billing issued with an actual reading of (kwh) and current charge in the amount of $(company and supplier charges) due 07/13/ ? On 06/28/16, customer contacted the company because felt billing was highThe representative reviewed the account and advised that the billing was an actual read billingThe representative asked customer if would like to obtain a reading from the meter and would compare to reading company obtainedCustomer declinedThe representative reviewed a CBA with the customer and based on the information provided by the customer, the customer has the potential to use between 1,063kwh and 1,299kwh and between $and $monthlyBilling is in line with if what customer supplied was being used in residence ? The 06/28/to 07/29/billing issued with an actual reading of (1,049kwh) and current charge in the amount of $(company and supplier)The billing detailed a past due in the amount of $100, current charge of $+ $late fee, totaling $ A disconnect notice in the amount of $100, due 08/16/16, was also included on the bill ? On 08/02/16, customer contacted the company regarding the billing, felt billing was highStates nothing being used in the [redacted] unitActual readings are being takenFelt something was wrong with meterTypically, when a meter begins to fail, the usage/billing will begin to decrease, not increase, because the meter stops registering all of usage flowing through the meterThe representative processed an order to test meter ? On 08/03/16, the meter was removed for testingA reading of was obtained from the meter when removed, confirming that the company reading of on 07/29/was correct, the meter advanced ? On 08/05/16, the meter was tested and tested at percentThe meter was running accurately ? Something within this residence is using the serviceAgain, there is not a way for the company to tell a customer where the usage is coming fromCustomer is billed for what is used on the meter

? I am rejecting this response because: After speaking it over with my builder, he assured? me that JCP&L is working with him to get this job doneMy request is that they continue working as expeditiously? as possible, providing additional ? man-hours or crews;? whatever it takes to get this job done in the fastest possible way.? The school is desperate to open in its new home, and the delay is seriously hindering the school from functioning the way it should.? Thank you for your help in this matter, kindly provide any update or feedbackWishing you all the best

Manager Claims Department provided the following information: 10-5-Customer called in with voltage problem. Repairman found failed customer service and replaced it 10-10-Customer filed claim with Penn Power 10-11-16 After investigating this incident a denial letter was sent to customer. See attached letter. Manager Operations Services spoke with the trouble man who took this particular call. What he saw coming down the customer's drive was three wire open secondary's that he needed to remove slack; however, this was not the problem. The #triplex that ran from the pole to the house was neoprene wire that historically fails. Penn Power has replaced most of it in our system but unfortunately not all of it, which was the case here. The customer did ask if the wire was bad and our employee told him it was. He then removed the faulty triplex and installed new aluminum wire. Penn Power is not liable for damaged items and no credit/refund will be given to Mr***