FirstEnergy Corp.

Initial Business Response /* (1000, 12, 2016/03/31) */
11/4/email received about his budget (EPP) balance increasing during the slowest month for electric and requested a detailed reason whyThe company responded advising the EPP amount increased in order to cover the remaining actual account
balance and future chargesYou are coming up on your EPP annual review in JanuaryAt that time, you will be required to bring the account balance to
11/5/email received asking why this isn't in the message center as this should be fully disclosed and not hiddenThe company replied stating we are unsure of your current request and asked for more information in regard to this request
11/6/email received stating we didn't put the correct reason on his bill but simply put reviewed bill and raising itBut your rep says its close of the year and the balance needs to be You need to put this on the bill instead of hiding itAnd if you kept a true balanced EPP I'd not owe extraEstimations are off compared to actual usageThe company replied Our original reply states that your annual review is in January and your account balance will be brought to This will be reflected under a line item Payment Plan BalanceThis past month was simply a quarterly review and it was determined that your EPP amount would be raised just as the message on your bill statedYou have the option to cancel the EPP if you are unhappy with it and pay your actual usage instead
11/9/email received stating he never said he was unhappy with the EPP and wants to know why the bill does not fully disclose the real reason why the rate went upThe company replied The EPP is designed to make a customer's monthly payments consistent throughout the year rounding out seasonal highs/lowsThe EPP amount is based on the past billing periods of the premise and is reviewed quarterly and adjusted accordinglyCustomers are notified of the change the month prior to the increase/decreaseOn your 10/29/bill in the Messages section it states that the account has been reviewed and your payment amount has been adjusted to better match your actual usageIn your case the EPP amount increasedThe Actual Account Balance is listed on each bill under the Amount DueIf you are unable to determine the reason for the increase/decrease please contact us so we can provide a detailed explanation
11/10/email received stating I understand how EPP worksI'm not happy about the way it's listed on the bill vs the way you make it soundYou over estimate the estimated months compared to last year causing the overage vs actual usageThe company replied You can remove the EPP at anytime and account balance would become due on next bill
11/12/email received asking Why he gets the same answersThe email was forwarded to a supervisor due to the back and forth who tried to contact the customer and left her direct number for a return callAn email was sent advising The PAPUC approved a rate increase effective 5/13/and can be seen on the June invoiceThe EPP increase was due to the difference what we actually billed while on EPP and the actual consumption usedYour contract with FirstEnergy Solution's ended; however, this had no bearing on our rate increase May '
1/12/email received advising that he is paying his bill in protest of the company EPP policy, the way estimation is completed, the failure of a supervisor to call him back, and the overall horrible communicationThe customer talks about the Cleveland Browns sponsorshipHe continues to write that his EPP was raised to cover the usage, however, the EPP was not kept throughout the yearHe feels the over estimation is causing his bill to be increased and he has no control over itHe is expecting a quick response and resolution that is favorable as poor customer service is starting to be the company pillarA company supervisor replied advising that she personally called and provided him her direct number in November 'and emailed him back addressing his concerns She stated that she feels his concerns were addressed and accurate information was providedShe offered to discuss his account with him and provided her direct number againThe supervisor also called and left a message for the customer
1/14/email received advising since his questions still linger than the supervisor failed to do her job He states he did call her back and she never returned his callHe feels he is getting the short end of the stick and customer service department has failed and asked for his email be elevated higher than the supervisorThe supervisor replied advising that the customer confirmed that he understands how the EPP works and we understand that he is not satisfied with how it is listed on his billsHis concerns will be escalated but we need exact questions and to better serve him we should discuss this over the phone to make sure we are on the same pageThe supervisor asked him to reply with the best contact number and time
1/18/email received advising that customer service is not to blame the customer or try to use anything against the customerHe states his concerns are about how the company uses the estimation on the off months vs the actual usageSecond he feels that he wants this escalated as he feels that his questions are not being answered and the supervisor is just trying to fill the situation with hot airHe advised he will reply with exact questions to another department above supervisorHe also said he is at a deadlock with the customer service department about issues and horrible customer service provided He asked for a formal request for help from the executive office and the information/address for the CEOThe information was forwarded to Corporate Customer AdvocateShe reached out to the compliance department as there was a PUC complaint on the account to obtain the information for the complaintThe information was provided as requestedThe corporate representative called the customer and a message was leftA 2nd call was made and a woman answered and said that she does not know the customerThe supervisor also replied to the email advising that his concerns were forwarded to our Corporate Office and they attempted to contact him but was unsuccessfulThey asked to verify the number we have for him and provided the mailing address as requested
1/21/email received asking why he had not been responded toThe supervisor replied advising his information was forwarded to the corporate customer advocate
2/23/the customer called back in response to the 2/3/message the corporate customer advocate left to discuss the billing statement sent per his requestHe insists our EPP procedure is wrong and expects us to correct itTried going over his bills from November forward but he interrupts and raises his voice demanding that we correct our EPPExplained the EPP reviews but he stated we are reviewing several times in a quarterHe said he is going to call or write the president and ended the call
2/24/email received advising the payment just made is being made under protest due to the lack of concern the customer service team and understanding by the Customer AdvocateHe hopes someone above the Customer Advocate would care to listen to his concerns without using horrible customer service tacticsThe supervisor advised the customer since he filed a PUC Complaint he should contact them
3/1/email received asking the supervisor not to reply to his emails since his complaint is about herThis information was forwarded to the corporate customer advocate
3/4/email received about his EPP amount changing without any comments in the message boxHe would like a complete sound answer and not from the supervisor
The company does attempt to read all meters as scheduled and does do bi-monthly planned estimatesThe customer does have options to avoid estimated bills by providing readingsWhen the customer is on the EPP, they will pay their monthly EPP amount no matter if the bill is estimated or actual for that monthWhen estimated the next actual reading will reflect the over/under estimate form the month prior if it was out of lineBeing on the EPP the customer still pays the same amount over the month period as he would if he was not on the EPP
The company has attempted numerous times to discuss with the customer however he wants the company to change the way the EPP works and the estimation process and will not be satisfied until that is doneThe company is not changing the way these items work at this time His concerns have been sent to the proper departments who review these processesThe customers EPP is reviewed quarterly and adjusted accordingly like all other PA customers who are enrolled in EPP
The customer did file a complaint with the PAPUCHis case was dismissed as the company is allowed to estimate the bills and adjust the EPP amount as necessary
Initial Consumer Rebuttal /* (3000, 14, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from First Energy As you can see with a period of emails over months, they still do not feel that customer service is their pillar of their organization
Several times I have attempted to discuss my concerns with SUpervisors withis company, but I get the same people time in and time out I have requested several times for different people to hear my concerns and address them accordingly Time after time they refuse to provide this information
I am asking for the Revdex.com to provide a resolution in this to create a channel for me to discuss my issues with Penelec with someone who is not the Customer Advocate and not a supervisor
The way the company does the EPP and billing is very skewed as it states above
Final Business Response /* (4000, 16, 2016/04/18) */
The company has attempted to contact the customer numerous times and have not been successful Messages have been left for the customer with a direct dial phone number The customer returned a call and asked to be contacted on 04/18/on his cell phone at 2:30pm Meanwhile he called back earlier in the day and left messages asking to be called back on 04/19/between 8am and 9am Another message was left by the company advising that the person who has been trying to contact them will not be available during that time period and that someone else would be contacting him
The company will make a final attempt to address the company position with the customer The company position is not going to change The process for our billing and budget plans are being followed as regulated
Final Consumer Response /* (2000, 20, 2016/04/20) */

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

A disconnection notice was issued 9/27/for the amount of $with a block date of 10/11/
10/05/- Customer called regarding a disconnection noticeCompany representative requested amount of $before 10/11/to stop termination and provided all options to stop termination, per
Customer advised she would be making payment for the disconnection amount on Friday (10/07/She was satisfied
10/12/- Service was disconnected due to nonpayment of billPost termination notice was posted
10/12/- Customer called regarding disconnection of serviceShe stated she had made the payment on 10/08/and did not want to pay the reconnection feeShe was transferred to a supervisor
A? supervisor spoke with customer about payment she made on 10/08/at agencyCustomer was advised she had not called to provide receipt number as proof of payment therefore we were not aware the payment had been madeCustomer stated she wanted her service restored immediatelyThe supervisor advised a reconnection fee of $needed to be paid first and the deposit could be billed due to the situationThe customer was advised restoration timeframe of 1-daysCustomer disconnected the callNo payment was made
Still on 10/12/- Customer called back to make payment of $by credit cardThe representative got supervisor approval to not assess the security deposit and a reconnection order was created to restore within 1-daysShe was satisfied
10/13/- Customer's boyfriend contacted the Company via our websiteHe was upset about service being disconnected and how they were treatedA representative responded back via email that payment had been received a reconnection order had been created to restore within 1-daysRegarding the report of the representative/supervisor's rudeness, this incident has been reported to the their supervisor for investigation and follow up as appropriate?
As stated above, the customer was advised payment needed to be received before 10/11/Customer stated she would be making the payment Friday (10/07/16)Unfortunately she had not called to provide receipt number to stop disconnection and service was disconnected
Customer paid reconnection fee 10/12/16, reconnection order was created and service was restored 10/13/16.?

? I am rejecting this response because: Someone has to be responsible for what happened to our stuf!

FirstEnergy is the parent company of Penelec.? When a customer signs up for service, we are
required to offer them their option to choose an alternate supplier, as Penelec
does not generate electricity.? The customer
can decline this option, however, in this case, the customer chose
to choose an
alternate supplierThe supplier they are with is Green Mountain Energy In
doing so, this results in company names appearing on the monthly
charges.? Penelec for Distribution and
Green Mountain Energy for GenerationIf the customer did not choose an
alternate supplier, then Penelec would show for both the distribution and the
generationGenerally speaking, the generation portion of the bill is about 60%
of the total bill
?
The Pennsylvania Public Utility Commission (PUC) is the governing
body of PenelecEverything Penelec does is approved by themIn 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 ***Estimates
for residential customers are calculated using the prior year or the prior
month, plus a weather correcting factor
?
The customer has been set up on payment plans to assist in
paying the past due balance.? Any
additional payment plans would need to be granted by the PUC
?
All credit and/or debit card payments are processed by a 3rd
party and they charge a processing feeOnce the payment is made through them,
the customer can contact Penelec back with the confirmation number to proceed
with all other transactions.? The customer
also has the option of paying at? local payment
agency and they also charge a processing fee.?
The customer also has the option of mailing in a payment.? The customer can also pay using a bank
routing and account number with Penelec and there is not a processing fee for
that
?
The customer chose to pay with a check over the phone on 03/21/2018.? The electronic check was submitted to the
bank on 03/21/2018.? On 03/28/the
company was notified that the check was not able to be processed due to insufficient
fundsThe customer also submitted another payment on 04/05/2018.? The electronic check was submitted to the
bank on 04/05/On 04/12/the company was notified that the check was
not able to be processed due to insufficient funds.? When an electronic check is made, it is
processed the same day.? It there is insufficient
funds, the company will attempt to cash again as long as the bank allows.? The time frame between these attempts
varies.? The customer would need to
contact their bank in regard to the payments being returned as insufficient
funds if he feels this reason is incorrectThe bank would also be able to
address the time frames and number of times a check can try to be cashed when
returned for insufficient funds
?
The customer does have to make good on the account and pay the
account current to avoid termination
?
As a matter of background, the customer also has an open case with
the PUC and they will complete their own investigation

Initial Business Response /* (1000, 5, 2016/04/01) */
The Customer, *** ***, obtained service at *** *** ***, *** as of 5/15/
The Customer did not contact Penn Power in November to discontinue electric service
The Customer did contact Penn Power on
1/29/and indicated that she had called in November to discontinue service The customer provided the phone number that she would have called from The company researched all phone records from 11/1/to 11/30/and found no calls made to her account or from the phone number she supplied The Company processed the order to take service out of the customer's name as of 2/1/and was referred to discuss the service from November to current with their landlord The Customer was advised that the security deposit would be applied to the final balance due and any refund would be mailed to the new address
A final bill was issued on 2/22/2016, for service through 2/1/2016, for a final credit balance of $ This was a result of the security deposit of $being applied to the final balance A refund has been issued
Penn Power records indicate that the customer did not contact the company until 1/29/to discontinue service If the Customer's landlord would call and take responsibility of service beginning November the company would correct the customer's account

Beginning on
08/09/16, this area sustained damage during a Major Storm Event, due to
multiple tree issues leasing to down wires and a broken pole, which needed to
be repaired before power could be restored
?
The morning of
08/10/16, the Company deployed as many available
resources in order to restore
power as safely and quickly as possibleUnfortunately, the tree damage was
heavy in areas, causing some customers to remain off longer than others
?
The Company’s restoration
process is designed to restore power safely and efficiently for affected
customersCrews are focused on responding to hazardous situations and high
priority damage locationsWhen company personnel arrive on scene, the damage
is assessedIt is then determined what materials and action are needed in
order to restore the serviceWhen possible, an estimated restoral time is
given in an effort to provide customers with a rough idea of when the power
will be back on so that they can make other arrangements if neededAgain, this
is an estimated time and can change depending on what circumstances arise
during the restoration processThe Company makes every effort to restore a
customer’s electrical service as quickly as possible; however, also employs a
methodology that prioritizes restoration based on the customer type and the
number of customers interruptedEmergency services such as fire, police,
health, communication, or public utility outages are given priorityAfter
addressing emergency services, the largest blocks of customer are then given
priority by order of magnitude, with the largest blocks restored first

Ohio Edison stands by our original response

The Company received a? complaint from the Public Utility Commission filed by the customer on 9/1/requesting a payment agreement on the termination notice.? The Company responded to the PSC stating the customer is eligible for an agreement.? The Company received
information? from the PSC on 9/8/17? with payment agreement terms of budget bill amount? (131.00) plus beginning with the bill due in October and set the agreement up on the customer's account9/11/The customer contacted the Company stating she did not want the account on a budget or a payment agreement and requested a supervisor.? The supervisor removed the budget and the payment agreement? from the customer's account per the customer's request.? The account balance of is currently past due?

? I am rejecting this response because:
Well, MetEd has finally written a respectful, useful reply.? I appreciate that---and I particularly appreciate the written confirmation that the debt collection agency was called off.? From my perspective, however, it is much too little, too late.? It should not take three rounds of telephone calls and two messages to the Revdex.com (plus an informal complaint to the state utility commission) to be treated with respect.? If MetEd's treatment of me---at a time when I am grieving the loss of a close family member---is any indication, it has a routine practice of disrespecting its customers.? And now MetEd thinks it entirely appropriate not to have to reimburse a customer it has perpetually disrespected.? I disagree.? MetEd is a monopoly utility; the only way to incentivize it to treat customers well is to punish it when it fails to do so.? (This is not about the money to me:? I'd happily stipulate to give the amount of the bill to charity if it's reimbursed to me, and I'd also happily accept a resolution as part of which MetEd paid the amount of the bill directly to a non-MetEd related charity of its choice.)? In short, I will not---will never---agree to condone MetEd's apparent practice of routine, egregious disrespect of customers who have no choice but to use MetEd's service.?

Initial Business Response /* (1000, 5, 2015/11/03) */
The customer has been advised to contact the Board of Public Utilities and advise them of potential slamming Constellation would be the Company to answer this inquiry or complaint

The customer is on a Company payment agreement, due to being
past dueThe 12-month payment agreement was set up on 3/28/2017, with the
balance at that time of $being split into monthly payments of $The
payment agreement cannot be loweredThe payment agreement consists of
the
monthly budget amount, which is currently $177.00, and $towards the past
due balance that was originally set up on the payment agreementThe budget amount
is based on the average monthly bill at the propertyThis budget amount is reviewed
quarterly, and adjusted, if needed
?
The customer is not making monthly payments and when
payments are made, it is not for the amount due, which caused a past due
balanceBecause of the past due balance, a residential disconnection notice
was issued on 7/11/in the amount of $for 7/26/
?
On 7/17/2017, the customer called and was provided all
options to stop the disconnectionHis income information was updated and he
was referred to an assistance agency for PCAPThe minimum amount needed to
stop the disconnection is $The customer will call us back on 7/21/to make this
payment
?
On 7/24/2017, the customer called stating he is not able to
pay the amount needed to stop the disconnectionHe was provided with verbal PUC
dispute rights and a was given a new disconnection date of 8/07/
?
On 7/28/2017, the customer paid $via check over the
phoneThis amount stopped the current disconnection, however, the account was
still past due, which resulted in another disconnection notice being issued on 8/15/
in the amount of $for 8/29/
?
Company position:
The customer was charged a deposit of $on 5/20/2016,
which he paidThe deposit was released and credited back to the account on
1/12/See attached bill showing it being credited to the balance
?
There is no active deposit being held on the account at this
time and the customer has not been charged a deposit at this time, however, if
the account continues to be past due and/or monthly payments are being made
late, a deposit will be charged to the accountThe deposit is based on times
the average monthly bill at the property

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 months The $required security deposit is 1/the annual usage or times the average monthly bill Method 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 account If 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 Service Once 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 unsatisfactory If future payment are not made in a timely manner you may be required to pay a security deposit If eligible you may enroll in our Checkless Payment plan at *** This can help ensure your payments are received by the due date If 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 account He may contact Mon Power at *** to discuss payment options as well as installments if needed

Initial Business Response /* (1000, 5, 2015/08/12) */
*** *** contacted Toledo Edison on August 10, regarding a termination notice for $which was due by August 12, Her total amount due by August 12, was $Ms*** was requesting that she have until Friday,
August 14, to make her paymentThe Company representative did advise her that service could not be guaranteed past August 12, if she did not make the $payment by that dateThe account is enrolled on the Percentage of Payment Plan (PIPP)
Ms*** contacted Toledo Edison again on August 10, and spoke with a Company representative (Debbie.) The customer recently movedHer PIPP Plus amount was $a month at her former address and the current service location was showing a monthly PIPP Plus amount of $The Company representative explained that the PIPP Plus amount is determined by either 6% or 10% of her monthly income which is dependent on the heat typeMs*** advised the heat source for the new location was gasCompany records show the account was coded as electric heat which is why the customer's PIPP Plus amount had increased to $a month or 10% of her incomeThe heat source was changed from electric to gas and the customer's account was rebilled from the date service was established which was May 27, Ms*** was advised that the rebill would provide her more time to pay the bill A corrected bill was issued in the amount of $which covers the service period from 5/27/to 6/23/and from 6/24/to 7/24/Ms*** was provided the aforementioned details during the call and although her initial request for a payment extension was no longer an issue, she indicated that she was filing a complaint with the Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They made the mistake aI never was informed about increase in my pip plan there were never a service order to the new address before or after moving in I was informed after the fact when the lady ashed do you have gas in the house and I stated yes gas heat and she made the necessary adjustments I told her that I never received a letter about those changes she stated that they don't have to let you know about the increase or decrease in electronic also

The 09/15/billing detailed a past due of $and a
current of $due 09/29/17, totaling $A termination notice in the
amount of $236.82, dated 09/29/17, was also issued
?
On 10/02/at 10:52am, service was terminated for
non-payment
?
On 10/20/at
11:10am, customer contacted the company
regarding restorationCustomer was advised to pay $($termination
notice amount + $reconnection fee) to have the service restoredCustomer
requested to speak to a Supervisor to dispute payment of the reconnection fee
Customer did not feel that he should be responsible for the reconnect fee
because he attempted to make payment over the weekend online/thru the company
IVR; however, system wouldn’t allow himCustomer spoke to a Supervisor who
advised that the fee would not be waivedWhen an account is in disconnect
status/past the termination date, the system will request that customer speaks
to a representative so that the termination can be stoppedThe termination date
was 09/29/As a result, service could have been terminated on or after
8:00am on 09/29/17; however, was not terminated until 10:52am on 10/02/The
reconnection fee of $will not be waived/refunded

Company
records show the February bill was $and March billing was $Both
billings were billed based on an actual readingCompany records show the
customer called 4/4/to request move-out 4/7/Per Ohio Admin Code
*** *** If the meter has been read within the
thirty-two calendar
days immediately preceding the initiation and/or termination of service, the
electric utility may estimate usageActual reading was obtained 4/19/
and the final bill was estimated to a reading of ***The final bill amount
is $

? I am rejecting this response because:
I stilll stand by my original responseRevdex.com please post my complaint as Ohio Edison is unethical and could not provide me any proof of notification of my electric being turned offClearly they only go by “hear say” and don’t provide proof of them notifying their customers of “maintenance” in the bitter winter.? ? Thank you.?

? I am rejecting this response because:This company refuses to admit that they were unprepared for the storms that hit our areaAfter Super Storm Sandy they assured us that measures were taken to prevent some of the issues back thenPoor communication, dropped tickets, calls and texts made in error happened many times during the March stormsThese things should not happenI realize that these storms presented challenges but instead of accepting responsibility, JCP&L just issues a canned response that does not make the bill paying customers happyLocal mayors and even our Congressional Representative and Governor got involvedI would like to know what steps JCP&L has taken to assure their customers that this nightmare will not happen again.?

As information:
*** *** set up temporary service at *** ***
*** ***, *** ** on 04/14/and was given an account number of
***Mr*** ended the temporary service on 08/25/The
final bill for temporary service was issued on 08/30/in the amount
of
$53.15, due 09/20/Bill is attached
?
*** *** set up permanent service at *** ***
*** ***, *** ** on 08/23/and was given an account number of
***
?
On 09/07/17, a payment of $was received on account
number ***, giving a credit on that accountPayment of $was
paid through the company IVRThis was not a mailed payment, nor a payment
processed by a company representative, but was made by the customer through the
company IVR
?
The 10/06/billing for account number ***
detailed the current bill of $minus the credit of $sitting on the
account, leaving a balance of $due 10/20/
?
On 10/24/17, the final bill of $on account number
*** remained unpaidWhen an account remains unpaid, the balance is
sent to collectionsOn 10/24/17, the outstanding balance of $was sent to
collection
?
On 10/31/17, Mr*** contacted the company on the outstanding
balance of $on the final account that was sent to collectionsMr
*** paid the $over the telephone with the representative,
clearing the final outstanding balance
?

On 5/25/a payment of $5,posted to the customer's account.? On 5/30/Ms*** contacted the Company and stated that they had accidentally made a payment for $5,000.? It was explained that the company could issue a refund but the refund would be issued in the form of a prepaid
Visa card.? At this point the representative recommended that the customer contact their bank to see if there were any options on the banks end.? The customer was advised that the refund by Visa card takes weeks.? ? On 5/31/the company reviewed the request for the refund.? It was determined that due to the amount of the payment the refund process? could not be followed and that it would take days to process the refund.On 6/22/Ms*** contacted the company concerning the refund and was advised that due to the refund request being greater than $it takes up to days to process the refund? On 6/25/the company reviewed the refund request and determined that the account was eligible for a pilot program that the company was testing to determine if the payment could be reversed directly the customer's bank.? The company began testing for this pilot on 6/24/and Ms***'s account met the criteria for the company to attempt to process the reversal.? The company has completed the transactions for the reversal and the customer should reach out to their bank to determine if the funds have been placed back into the bank.? Please note that Ms*** would need to ensure that once the reversal is completed that they bring their electric account current.? ?