FirstEnergy Corp.

Initial Business Response /* (1000, 6, 2015/11/11) */
Customer has continued to carry a past due amountA disconnect notice has also been included on the last three bills (Aug., Sept., Oct.)
On 10/19/15, the customer contacted the company and requested an extension on the account, not a
payment agreementThe customer was more than days behindDue to payment history and disconnect notice, customer did not qualify for an extensionHowever, customer was eligible for a payment agreementIt is the company's policy to offer a deferred payment agreement in effort to resolve an outstanding balance and help the customerAn initial down payment is required for the payment agreement to be set up
On 10/20/15, customer made a down payment of $and the customer was set up on a month agreement of $+ budget towards the remaining balanceThe budget at this time is running $
The 11/03/billing detailed the agreement amount of $due 11/17/
At this time, the actual account balance is $Customer has the option of paying the actual account balance at any point in order to clear balance and no longer be on a payment agreementCustomer will go through billing again on 12/03/

On 06/20/the customer was on the company website and scheduled a payment of $effective 06/23/18.On 06/22/8:47AM the customer contacted the company wanting to change the bank account used for the paymentThe customer was advised unable to change at this time, payment already in
processingPayments scheduled for a future business date can be changed/deleted up until A.Mof the prior business day of the scheduled payment date The payments will show as in process or processed; however, the payment will not be deducted from their bank account until the appropriate business dayIn the green is company jargon for the payment was in process/processedUnfortunately, the payment could not be changed when the customer calledThe customer needed to make any necessary changes prior to 6AM on 06/22/The payment has not been returned

Initial Business Response /* (1000, 5, 2016/03/22) */
According to Accurint a program that provides information that allow quick and easy access to personal people search records *** *** was an occupant at *** and benefited by the service to this location The
restoral amount will need to be paid before service will be restored to this location Cherry (***) Groves has been provided the amount required for restoration the same day that the service was turned off for nonpayment of services rendered

The company stands by the original position.? The 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 Compare The PTC is listed on the customer bill each month The 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

? 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

Complaint Summary:
The customer submitted a complaint because they were denied
a rebate for a heat pump that was submitted for the Potomac Edison EmPOWER
Maryland HVAC Program.
Background:
8/30/17 – The customer called program call center in to
inquire about the rebate application...

for an HVAC rebate.  The customer was told they could submit the
request using the available “online” process. 
The customer was not working with an approved program participating
contractor that was familiar with program processes and requirements.
8/30/17 – The customer submitted the rebate request using
the “online” application process.
9/1/17 – The rebate was declined because the equipment
installed did not meet the program requirements.  During the application process the program
equipment eligibility requirements are displayed.  The minimum efficiency requirements are a SEER
rating of equal to or greater than 16, and an EER rating of greater than 13,
and the HSPF rating must be equal to or greater than 9.
The attached file shows the product rating of the customers
equipment.  The SEER, EER, and HSPF
ratings do not meet the program requirements.
  9/1/17 – A rebate
declined email communication was sent to customer.
9/1/17 – The customer called the program call center and it
was explained that the unit installed did not meet program requirements. The EER
rating is 11.5 for the customers unit and needs to be greater than or equal to 13.
(The Invoice and AHRI certificate is attached.)   The EER rating was reviewed first and that is
what was listed in the notes for the application. The unit was declined as an “ineligible unit”.
9/18/17 – The customer called back and stated that the website
did not show a decline reason and wanted to make certain that all requirements
were met.  The customer wanted to check if all requirements were met and
would call back and possibly resubmit the application.
9/26/17 – The customer called the program call center and
provided the equipment model numbers. The unit did not qualify based on program
requirements.
10/9/17 – The customer called the program call center and it
was communicated again that the unit did not qualify based on program
requirements.  A rebate processing supervisor placed a return call to the
customer and was not able to reach the customer.
 
Resolution:
The equipment installed by the customers contractor does not
meet program requirements. The contractor is not a participating contractor.  An HVAC Program Manager reached out and
communicated the program requirements to the contractor for future reference

The company stands by our original responseA customer does not have to have a disconnection notice for a hold to be placed on the account.? The holds are requested by the HEAP office after the customer contacts the HEAP office for an appointment

Initial Business Response /* (1000, 5, 2016/04/07) */
As of the 03/01/billing, customer had a past due in the amount of $and a current of $due 03/21/16, totaling $On 03/06/16, customer made a payment of $146.16, leaving a past due in the amount of $and $due
03/21/
On 03/17/16, a termination notice was issued dated for 03/31/The company has no record of the mail being returned undeliverableA 72-hour contact was attempted by phone at 9:27am on 03/24/(left message) and at 6:11pm on 03/25/(left message)
On 04/05/16, service was terminated for non-payment
On 04/05/16, customer was advised to pay $($+ $reconnect fee + $security deposit) to have the service restoredCustomer paid the $and the order to restore the service was processedOn 04/06/16, service was restored and is ON
The termination of service was valid

Revdex.com:"Representative offered to complete a CBA" ? I don't even know what this is? Reps at Penelec are not entirely accurate or clear when explaining? However, since it is a utility, I really have no choice, but to accept their word? How would I even know if they are overcharging? ? This company has pages of complaints on the Public Utility Commission's website? They need to be transparent and clear about their charges and billing
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me because I have no choice.Karen ***

Initial Business Response /* (1000, 11, 2016/04/20) */
***Document Attached***
On 5/18/2015, A deposit warning letter was issued advising customer if he continued to pay late a deposit would be requiredCopy is attached
0n 12/17/15, The deposit amount of $was applied on his account
On 2/12/2016, the customer's wife called regarding the assessment of the security deposit and was advised the security deposit was assessed due to late and missed payments The customer said she did not feel they should be punished for making payment late Representative advised was provided a SD warning letter in May which advised a SD would be assessed if payment continued to be paid late or missedCustomer was not satisfied and was provided with dispute rights
It is the Company's final position that Company is following regulation regarding assessment of Security deposit
Attached is a billing statement for this customer showing late or missed payments

The Customer was assessed 2 fees for late payment in the previous 12 months (7/5/17 and 11/4/17).  Due to the late payment, the Customer was sent a deposit warning letter on 12/04/17. The Company is following 56.41 regulations regarding the deposit request.§ 56.41. General rule. A public...

utility may require an existing customer to post a deposit to reestablish credit under the following circumstances:    (1)  Delinquent accounts. Whenever a customer has been delinquent in the payment of any two consecutive bills or three or more bills within the preceding 12 months. At this time, the customer has not been assessed a deposit.  Payments are expected on time and in full to avoid a deposit being assessed to the account.

Initial Business Response /* (1000, 6, 2016/04/20) */
Customer on defaulted agreement
On 03/23/16, a termination notice was issued dated 04/07/in the amount of $1,Last payment 02/03/A 72-hour contact was attempted by phone at 9:27am on 03/31/(left message) and at 5:05pm on
04/01/(left message)
On 04/07/16, service was terminated for non-payment
On 04/07/16, the customer contacted the company regarding the restoration of serviceThe customer's financial information was updatedThe customer was supplied with all payment options; agency referrals, PFA information, Medical Certification informationThe company representative advised the customer to pay $1,($1,a/r + $rec fee) to have the service restoredThe customer was advised of the appropriate reconnection processCustomer was satisfied
On 04/08/16, customer contacted the company and inquired what he would need to do to get back on the PCAP program (removed 12/17/when moved from prior address)The representative advised that he would need to pay his account balance off because balance would not be re-deferred againAccount balance at that time, $2,Assistance office information providedVerbal rights provided
On 04/11/16, customer made a payment over the telephone of $1,Still needed $to have service restored
On 04/14/16, customer contacted company stating that DEF is to pay remaining $to restoreThe representative advised no contact at that pointOnce pledge/payment received, the order to restore can be processedVerbal rights provided
On 04/18/16, customer contacted the company and requested to know why service has not be restoredThe representative advised that until DEF contacts the company with pledge of $500, the order to restore will not be processedAfter further discussion/review of account, the representative agreed to accept the $1,and set the customer up on a lower restoration agreementThe order to restore the service was processedCustomer was unsatisfied that the representative could not give exact time that service would be restoredVerbal rights provided
On 04/18/16, service was restored

12/14/- A deposit warning letter was issued advising customer if he continued to pay late a deposit would be requiredCopy is attached2/14/- The deposit amount of $was applied on the account2/27/- Customer called regarding assessment of $depositThe representative
advised the deposit could not be waived and explained the deposit had already been paid with the recent payment made 2/26/Per the customer's request, the representative corrected the customer's zip codeIt appears the call was disconnected and a dispute rights letter was issuedSince Company had an incorrect zip code for the customer, as customer service gesture an order has been sent to our customer accounting department to have the deposit of $waivedPlease note: The customer needs to get his balance paid in full and make sure he is paying on time or a deposit could be assessed again?

Initial Business Response /* (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

f
the customer is desiring a temporary service for construction power, they must
call in and initiate a temporary service request

I am rejecting this response because: As I have explained I should not be billed for any amount after I have left the property as I have explained previously.  Mon Power's mistake for not discontinuing service when I requested it means they should be the responsible party and request collection from the property owner and not myself.  The ultimate responsibility in this matter is theirs as I did my part and contacted them to disconnect as was witnessed by my wife Dr. [redacted].   They have failed to do their obligation and now are forcing me to do their work for them.  This is poor business practice and I would like the Revdex.com to arbitrate this in a manner that would be amenable to both parties.  It would seem reasonable that Mon Power contact the owner of the property and confirm that I left the property and seek collection from them.  Mon Power wants to avoid this responsibility because it was their error and the property owner will tell them the same thing.  Mon Power knows this and is hoping the ultimate responsibility will be mine instead of their own so that they can collect electricity use after I properly discontinued service as per their own instructions on their website.   [redacted] When you are moving out of a location serviced by one of FirstEnergy's operating companies, you will need to notify us to stop your electric service. You can submit your request for stop service online, by email, or by calling our Contact Center.

On 01/06/17, customer contacted the company inquiring
about enrolliing the account in direct debitThe representative advised that
customer service does not enroll accounts and provided the website that the
customer would need to go to in order to enroll the account in direct debit
?
On 01/12/17, the customer’s account enrolled in direct
debitCustomer provided his credit card/debit card information for direct
debit purposes
?
On 01/23/17, bill was issued with a past due in the
amount of $and a current of $due 02/06/17, totaling $
?
On 01/30/17, $was deducted from the customer’s
account
?
On 01/30/17, customer contacted the company upset that
the payment came out of his account on 01/30/The representative explained
that when the customer signed up for direct debit through the website, there
are terms and agreement that explains that payment will be deducted from the
account no sooner than (5) days after the “billing date”, that must be clicked/selected
prior to enrollment confirmationThe representative explained that there is
not a way to manually set the account up to be taken out on the due date of the
billCustomer requested a Supervisor
?
On 01/30/17, a Supervisor returned the customer’s call
and left a message to contact the company back is wished to discuss furtherIf
customer wishes to be enrolled in direct debit, as explained in the terms and agreement
when enrolling, the payment will be deducted from account no sooner than (5) days
after the “billing date” (01/23/17, as detailed above)
?
For the reason detailed above, the company will
not reimburse fees charged to the customer by the customer’s bank

Customer
was enrolled with the alternate supplier Constellation New Energy from 08/23/
to 11/30/
?
The 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 supplier
?
The
customer was enrolled with the alternate supplier, from 08/23/to 11/30/
The customer was on bill ready billing while enrolled with the alternate
supplier and the Distribution Company sent one bill to the customer, which
included both Distribution and Generation supplier chargesEach party
calculated its own chargesThe utility provides meter reading to the
generation supplierThe generation supplier has three (3) business days after
receiving the consumption information to return customer charges to be included
on a single bill
?
From August
to November 2016, the company price to company has ranged from a high of
$(August 2014) to a low of $(April 2015)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.As per the email sent from JCP&L we would like this charge (security deposit of 190.00 waived) with a promise from us that our bills will be paid on time going forward.Our bill with JCP&L is all paid up with the exception of the bill that is owed for November of $101.47This current bill of $101.47 that is due on November 15th was attempted to be paid by us on 11/12/16 through JCPL automated system on 11/12/16 but their automated system would not let us pay this amount.It demanded the 190.00 security deposit of 190.00 we also received a shut off notice from them on 11/12/16 if we did not pay the 190.00We don't agree with this 190.00 security deposit fee because we were not informed by them by phone or written letter. First they sent us a request of security deposit, then a shut off notice if not paid.Going forward, we would like this fee of 190.00 waived with a promise from us that the bills will be paid on time.   Please advise back to me when this amount is removed so we can pay amount due of $101.47

08/01/16, customer contacted the company to schedule a
pick-up for the recycling program. 
Customer was given multiple options for days when the delivery crews
will be in the area.  Customer selected
09/08/16.  The customer was offered three
earlier dates but declined. ...


 
09/08/16, the delivery crew picked-up the appliances as
scheduled. 
 
10/18/16, an incentive check was mailed to the
customer. 
 
11/24/16, customer inquired about the status of the refund
check.  Customer advised the incentive
check has not been received.
 
11/25/16, a second incentive check was mailed to the
customer.
 
11/28/16, customer was advised that a new check had been
mailed and if not received she is to contact the recycling program and advise
the check has not been received.
 
Company position:
Customer selected the date the appliances were
picked-up.  The appliances were picked up
as scheduled on 11/08/16.  An incentive
check was mailed to the customer on 10/18/16. 
Customer advised that the check was not received and a new check was mailed
on 11/25/16.  Customer was advised to
contact the recycling program if the second check was also not received