FirstEnergy Corp.

? I am rejecting this response because:
I have gotten so many different variations of what actually happened at this pointI want the charge taken off my account now, not at some undisclosed point in the future, and I want proof this UNAUTHORIZED charge has been removed from my account to avoid future billing issuesMy bill still shows I need to pay for this unauthorized charge! Why is this so difficult? You cannot charge someone without their consent!!

The account in the name of *** *** was billed until
9/5/which was the date that it was changed to the estate’s name.? The account in Ms*** was not
continued to be billed after that date.? The
final bill amount for $was for service until 9/5/17.? The company apologizes that the final bill
was not initially mailed to the customer at the Virginia address, however, this
address was not on file.? The company
offered a credit of $toward the balance.?
The balance sent to the collection agency used regarding the
final bill was pulled back from the agency.?
The final bill collection agency does not report against a customer’s
credit.?
The final balance of $has been paid.?

Initial Business Response /* (1000, 5, 2015/08/26) */
The Customer was issued a bill on 5/20/for an amount due of $ The total charges for usage were for an amount of $which included $Penn Power charges and alternate supplier charges of $ The customer is enrolled
in the Equal Payment Plan (budget) The bill included $credit from prior bill, and current charges of $budget amount for Penn Power, $budget amount for FirstEnergy Solutions minus $PCAP credit for an amount of $due 5/20/ The total account balance is $
The Customer contacted the Company on 5/1/wanting to know why the bill is so high The customer was advised that they are enrolled on the budget and it increased from $to $due to the usage increasing The Customer was not satisfied and dispute rights were issued
The Company obtained an actual meter reading on 3/30/that followed an estimated bill The estimated bill for service from 1/29/to 3/2/billed the customer for kWh or an amount of $ This bill was underestimated and when the company obtained an actual meter reading on 3/30/it billed the customer for any unbilled usage The average usage for these two billing periods was for kWh per month or an amount of $
The Customer's budget, Equal Payment Plan, increased due to the usage increasing The Equal Payment Plan is a program for residential customers requesting monthly budget billing The Equal payment plan is designed to make Residential Customer's monthly payments consistent throughout an entire year, leveling out seasonal highs and lows The amount is evaluated every three months and increases or decreases depending on the customer's usage This is done to prevent the customer from having a large balance come due during the true up/anniversary billing month The true up month is the month that the customer was enrolled and results in any under or over billed amount coming due or credited to the account The full amount is due at this time
The customer is enrolled in PCAP and receives a monthly credit amount of $ The customer has PCAP catch up amount of $past due as of 8/19/
The customer's bills are correct

Initial Business Response /* (1000, 5, 2015/08/21) */
On 07/22/2015, the customer called to apply for service again He originally applied for service in March and never meter his requirements During the application process, the Company discovered a large past due balance at the property he
is signing for service at His application was denied for a copy of his lease/deed for the address applied for service, due to large premise balance, to see if applicant has any responsibility for premise balance Customer's income information was updated, Level Denial of service letter issued He was advised that service can be turned off on or after 08/05/if he doesn't comply to the terms of the applicationCustomer satisfied
On 07/24/the company receive a lease that was not legible, it is blurry and dotted The customer stated he tried to send via an internet fax and will try to email it to us The company advised him to call us back to confirm we received it The customer was satisfied
On 07/28/the company received another lease that was not legibleIt was blurry A message was left for the customer to call us back and a follow up letter was also sent
On 08/04/the customer called in to check on the status of the lease he sent in The company advised him we did receive it and we would review it and contact him back
On 08/05/the lease was reviewed and the application for service was denied The company states the occupancy has not changedThe lease provided was between the applicant and the current customer A phone call was made to the customer to advise of this He was not satisfied and declined the PUC information He did request a supervisor and the company representative advised him one would contact him back
The customer is listed on the financial information from 07/25/and 03/27/for the current occupant This ties him to the premise
The current occupant has been in contact with the company to see how to get assistance with the balance under her name
The current occupant has also admitted that the applicant is her brother in law
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response due to the facts I was a transient back and forth during the time they state that I was living there I had just met my brother during that time I didn't know him at all until he found me I hadn't even known that I had another brother, secondly I sent them the lease I don't own a fax machine or know where to fax from as I stated before I am new to the area I had to use an app for android to take a picture so that I could fax through the app I was told something completely different from what was stated which was there was no address on the lease which there clearly was and that *** still lived there which she doesn't the lady that I spoke to was very unprofessional and was getting smart on the phone telling me that *** still lives there and wouldn't listen to me or explain to me why they felt that way I also offered to get verifications from *** as to her now residence to send to them to prove her residence elsewhere in which the meted lady began to show her attitude on the phone and deny me that too my other issue is that if after this they do afford me the right to have services at this address I will be starting service with a past due balance due to their issues not mine I sent what was needed and they refused service so I feel like if this resolves the matter then they should start me with fresh service on the date that they accept to start it in my name not starting from march or any other date I will attach a copy of the lease also
Final Business Response /* (4000, 9, 2015/09/04) */
The company maintains our prior position The occupancy at the location has not changed The lease provided was between the applicant and the current ratepayer The current ratepayer has a large balance and has contacted us to make arrangements on the balance and to obtain information to apply for assistance for the balance This makes the lease unacceptable and shows that occupancy has not changed
The applicant is also listed as an occupant in the home on the financial updates provided by the current ratepayer, who also advised that the applicant is her brother in law
If the applicant would like service in his name and accepts responsibility for the balance at the premise, the company will sign him for service and place him on a budget installment plan He would need to contact the company to do this

Initial Business Response /* (1000, 5, 2016/06/02) */
Customer was assessed a deposit due to late payment history; the customer has not made full payment or payment arrangements for any given bill containing a previous balance for regulated service provided by that utility company The amount of
$was determined based on 130% of the estimated annual average monthly bill for the customer's tariffed service for the ensuing twelve monthsCustomer enrolled in direct debit and was granted a one time waiver of the deposit 6/1/

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***

Initial Business Response /* (1000, 5, 2015/11/11) */
In review of account, the customer did not make a payment in August, As a result, has been carrying past due since
The 09/01/billing detailed the past due in the amount of $and the current of $due 09/15/15, totaling
$A disconnect notice in the amount of $184.29, due 09/15/15, was also included on the bill
On 09/22/15, service was disconnectedCustomer paid $($past due + $rec fee) to have the service restoredCustomer paid the minimum amount to restore, not the total amount due as detailed above ($330.18)From the $payment, $posted towards the $balance, leaving the $that was due on 09/15/15, but not included in the disconnect amount
On 10/01/15, customer went through billing againA disconnect notice was also issued 10/01/in the amount of $145.54, due 10/15/Customer had a total amount due of $382.42; however, $to avoid disconnectThis was detailed on the bill issued 10/01/
On 10/15/customer paid $to avoid terminationCustomer made this electronic check payment through the IVR
On 10/17/15, customer was advised that her account is not coded as restricted or cash onlyAs a result, she would be able to use checking or savings account to make paymentsThe check payment of $was processed
On 10/29/15, customer went through billing again The 10/29/billing detailed the past due in the amount of $($- $payment on 10/15/= $236.88) and a current of $due 11/12/15, totaling $A disconnect notice in the amount of $224.55, due 11/12/15, was also included on the bill
Customer can pay the minimum of $to avoid termination or pay the $376.92, which would bring the account currentCustomer will go through billing again on 12/01/
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Legal representation has been retained
Final Business Response /* (4000, 9, 2015/11/13) */
The company position remains the same

Company records do not indicate a contact from the customer
to cancel service.? Per the West Virginia
Commission rule it is the customer’s responsibility to notify the Company
to cancel service
Service was cancelled in *** ***’s name as of
8-31-16.?
If a
new occupant has been living at the location, the new
occupant may contact the Company and take responsibility for the service as of
the move in date
Documentation on the account indicates a family member of
*** *** has been living at the location

The customer was provided a copy of the billing showing the amount due, he paid the billing in full and the agency is notified.? After the final bill is issued and refered to the collection agent the Company sends no further notification.?
This? customer also communicated with the
Public Utility Commission, no error was found by the CompanyBill was rendered? accurately?
? ?

A refund check for $was issued 11/14/but never cashed.? 12/7/- Customer calls to question receipt of the refund.? He advises he never received the initial check.? An order to cancel/reissue the refund check.12/8/- Stop payment was issued for the initial check and a new
check was issued.12/13/- Customer contacts the Company and is advised that the refund replacement has been issued.? Customer disconnects call.? Final position:? Refund check was initially issued then reissued after the customer advises he did not receive

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, 2016/02/01) */
The company has no record that the customer was doubled billed $34.98, as statedThe customer also has not contacted the company to dispute/discuss
Customer is enrolled with an Alternate Supplier, Constellation Energy Services, Inc
On
the 01/26/billing, customer was charged/billed $company current charge and $Constellation Energy Services current charge, totaling $69.46, due 02/09/
Initial Consumer Rebuttal /* (3000, 7, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never enrolled with Alternate Supplier, Constellation Energy Services, Incand demand a refund for the $
Final Business Response /* (4000, 9, 2016/02/03) */
Customer has been enrolled with Constellation Energy Services, Inc., since 08/21/A letter was also issued to the customer advising receipt of Constellation Energy Services enrollmentIf the customer is disputing charges from the supplier, the customer must contact Constellation Energy Services, IncThe company cannot speak on behalf of the supplier or their charges
Final Consumer Response /* (2000, 11, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank u n check will be sent out tomorrow 5/30/

Initial Business Response /* (1000, 5, 2016/06/20) */
The service request was completed on 6/10, and a letter confirming the completion was mailed to the requested addressThe customer has the right to file a Claim with our Claims Department if applicable

CEI has found no evidence that the March billing was incorrectThe billing was based on an actual readingThe final bill was estimated based off of the actual reading obtained 4/19/The billing is correct as rendered

A review of Company records shows
that the customer chose *** ***? ***? as their alternate supplier effective 3/29/The customer selected the supplier through the customer referral program.? A
letter advising of the switch was sent to the customer on
3/28/2016.? The customer contacted West Penn Power on 4/24/to discuss the alternate supplier on the account.? The customer claimed West Penn Power selected the supplier without the customer's authorization.? A Supervisor explained that West Penn Power does not select suppliers.? The caller was advised to contact the supplier to discuss the enrollment.? The customer was provided with the supplier contact information.? The customer wanted the supplier removed.? The Supervisor removed the supplier effective 4/24/2017.? ? Third Party Suppliers (*** *** ***)? and the Electric Distribution Utilities(West Penn Power) are completely independent from each other.? ? The customer would need to contact *** *** *** to discuss enrollment, charges, fees etc? ? ?

Initial Business Response /* (1000, 9, 2016/04/07) */
Customer should call 1800 662 3115 to schedule an Edgerton investigation. 3 times we have left hangers to schedule. customer must be at location to complete. Usage is considered accurate and correct, for this size apt. Previous conversations...

with the customer have explained usage.
Initial Consumer Rebuttal /* (3000, 11, 2016/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not know what a "hanger" is, and this is the first time I have heard any communication regarding calling the 800-number... Again after multiple times. The meter is running fast and slow depending upon the time of the day, regardless of the change in items plugged in. This is the problem. I will call the number listed today to have someone come out and meet me to inspect.

Please note
this customer had filed a BCS complaint #*** on 1/13/regarding outages
and the following information was provided
The customer's outages were as follows:
12/23/Transformer replacement on pole ***
11/19/Circuit breaker opened up for an
unknown
reasonThere were other outages in the areaIce conditions with high winds
11/19/Circuit breaker opened at East Sayre due to a
primary jumper that burned down at pole ***
Service interruptions < than minutes in duration
1/13/??" Animal contact on the *** circuit caused
the *** *** *** to operated resulting in a voltage fluctuation on the
*** circuitCustomer experienced dim lights
1/03/??" minute interruption - Forced Outage to
investigate a ground condition in the substation
5/14/??" minute interruption ??" Tree Off ROW ??" Limb
Planned Outages (all customers are notified in advance)
8/19/??" 3H 52M Repairs to “hot” connections in *** *** ***
8/19/??" 1H 6M Replaced a Bus Pipe on the High Side of
the #Transformer in the *** *** ***
7/17/??" 5H 47M Repairs to MOAB in *** *** ***
On 1/23/2017, the External Affairs Reliability Manager
spoke to the customer on 1/23/and all above addressed outages were
discussed and the customer was advised that Penelec will continue to monitor
the circuit for future reliability issues? ? The customer was concerned about the amount
of money First Energy was spending for advertising in Ohio at the Cavs and
Brown’s stadium.? The manager explained
the Co9mpany is marketing their product and supplied the customer with some
examples that the First Energy Foundation is doing in his area.? The customer did not agree and became rude
regarding the Company and its employees and the Manger thanked him for his
concerns and ended the call.2/2/- The Company records show the customer contacted the Company’s customer service department regarding a statement showing bills.? The representative advised would send him a billing statement however he indicated he did not like our billing statements and wanted some type of graph showing usage.? The representative advised he did not have any type of graph form for billing however would send a billing statement to him.? The customer then requested to speak to a supervisor and the representative placed the customer on hold until a supervisor could be reached.? When the representative returned to the line the customer had disconnected the call and therefore the representative issued the customer a written utility report which advised him to contact the Company back to discuss his issues and provided all PUC information.? Upon receiving the Revdex.com complaint I contacted Penelec regional management regarding this customers regional issues to see if any further information is to be providedThe only additional information provided is that the customer’s outages are of short duration as our Penelec crews responded promptly and will continue to monitor the reliability of his circuit.? ? ? Please be advised that included on all customer’s bills is a month usage history graph additionally if the customer would like a billing statement all he needs to do is contact Penelec’s customer service at? *** ***? and a statement will be provided.? I have not included a statement or the portion of the customer’s bill due to the customer’s personal information which would be provided and could be shared without his consent? Please note - this customer was not treated rudely by any First Energy representatives.? Unfortunately the representative did not advise the customer that his bills show a usage history graph covering the past months.? Additionally when the customer asked to speak with a supervisor he was placed on hold until a supervisor could be located and the customer disconnected the call

A representative? spoke to the customer and is negotiating an amicable settlementThe customer has expressed satisfaction with the interaction?

Initial Business Response /* (1000, 5, 2015/11/17) */
06/16/- A security deposit warning letter was sent to the customer advising if payments continue to be paid late and/or not in full a security deposit would be assessed
06/26/- Customer contacts the company and pays past due
balance
08/05/- A disconnection notice was sent to the customer
08/13/- A disconnection phone attempt was made to the customer A message was left on the answering machine
08/14/- A disconnection phone attempt was made to the customer A message was left on the answering machine
08/17/- Customer contacts the company in regard to the disconnection notice The customer is unable to pay the required amount She is advised of a new termination date
08/24/- A disconnection phone attempt was made to the customerThe answering party hung up
09/21/- Deposit was billed to the account
09/28/- Customer contacts company in regard to security deposit and an installment plan is set up for it An automatic payment enrollment form is sent to the customer per their request Customer also advised not receiving mail The company representative advised there ha not been any mail returned by USPS Customer enrolled in the online bill program
09/30/- Customer is enrolled in the automatic payment program
The security deposit stands as is and is held for a minimum of months once paid in full
The customer enrolled themselves into the automatic payment program, if they want that removed, they can do so online or contact customer service to have that removed