FirstEnergy Corp.

A representative  spoke to the customer and is negotiating an amicable settlement. The customer has expressed satisfaction with the interaction.

Initial Business Response /* (1000, 5, 2016/05/18) */
FirstEnergy Solutions is a third party supplier.
Met-Ed has no control over the amount a supplier charges for their rates or whether a supplier charges a cancellation fee.
If the customer logged onto his online account with Met-Ed his...

contract information for the supplier would not be there, as we do not receive a copy of that. If he had an online account with the supplier he would need to contact them about that information not being available there.
Third Party Suppliers and the Electric Distribution Utility are completely independent from each other. Customer's dispute is regarding alternate supplier. Please have them contact them directly. Their phone is [redacted]

Initial Business Response /* (1000, 5, 2016/06/03) */
Customer was issued disconnect notice in the amount of $95.99 for charges that were due 4/28/16. Customer is issued a billing each month. A review of the monthly billings reflects a past due balance each month. When the bill issued 5/13/16,...

customer was billed $185.60, of which $96.13 was past due and $89.47 was current charges due 5/27/16. A copy of the bill is attached. Payment of $95.99 was received 5/31/16. Customer currently has a past due balance of $89.61. A new bill is scheduled to issue 6/13/16. A statement of account is also attached showing all charges and payments for the past 12 months.

Initial Business Response /* (1000, 5, 2016/04/06) */
Customer called 3/22/16 to apply for service. A Met-Ed representative went through the application process and advised a deposit of $326.00 would be needed since she was a first time customer. The representative advised she was unable to waive...

the deposit and provided the guarantor option. Service was scheduled to start effective 3/28/16 and the deposit was billed. Customer was not satisfied and verbal rights were provided.
Later that day, Customer called back in regards to a guarantor. The person provided was acceptable and the guarantor letter was issued. Customer was not satisfied and verbal rights were provided.
Revdex.com complaint was received 3/24/16.
On 3/25/16, The signed guarantor form was received and the deposit of $326.00 was waived.
Please note: The deposit amount was based on the usage at property customer was moving to.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was a customer for 25 years...my name was on the account that paid the bill for 25 years yet they insisted I pay a rather large deposit. For the last year I had PPL which I never had before and they did not require any deposit. They then said it was because of my credit history...which I looked up..my credit report states that I made 451 payments and 451 were on time. I understand this policy for a y0oung person with no credit history but I feel this is an unfair business practice that they impose on their customers because they are a monopoly and they can...imagine the money that they collect as deposits undeservedly and unfairly. This is an unfair business practice and discriminatory. At 55 years old and a past customer of meted for 25 years the fact that I had to get a guaranteer or pay a 326 dollar deposit is an unfair business practice.

Initial Business Response /* (1000, 5, 2015/12/15) */
Service at this location, [redacted], was terminated for nonpayment under the prior ratepayers name on 10/5/2015 due to nonpayment.
[redacted] contacted the Company on 12/10/2015 requesting service at...

[redacted]. Ms. [redacted] indicated that no one new is moving into the location and that the tenant who had service terminated for nonpayment was remaining in the home. Ms. [redacted] was advised that their application for service is denied due to occupancy at the location not changing. The company requests that the occupant of the home pay their outstanding balance for service to be restored. The landlord was advised that the tenant should contact the Company to pay their outstanding balance.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not contract with the electric company for the overdue bill. The company did NOT notify me the bill was overdue or the amount or that the electric was turned OFF! It still has NOT provided any factual information to us! We even have a continuance agreement with the company to notify us if electric is turned off.We found out this information by contacting the tenant. The company also refused to send me a copy of this policy. This is our property and we are willing to pay for the electricity hook up and future bills that have been sent to us and we are aware of. We had NO knowledge of these unpaid bills and have recieved NO information relating to those bills from the electric company. Our property will be severely damaged if the pipes freeze due to the failure of the electric company to provide requested service!!! We are not willing to throw our goood tenant of 20 years onto the street because he lost his job and has not been able to find another job, he also owes us 2 months back rent.We need to have our electric service restored ASAP!!!!
Final Business Response /* (4000, 18, 2016/02/01) */
The Company does not release customer account information to anyone other than the customer. The company will not notify another party of a current customer's pending termination notice. This is to protect the privacy of customers.
The Company is permitted to request payment of an outstanding balance from an occupant of a location if they have resided and continue to reside at the location and benefit from the service.
Final Consumer Response /* (4200, 20, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT have a problem with the company requesting payment of an outstanding balance from an occupant of a location. Totally understandable.
I have a problem with the company that refused to provide Me with service, that I was willing to pay for, on my property. The issue is the REFUSAL to provide this service when requested. They told me that I would have to evict the previous customer or pay the bill of the previous customer before they would provide ME electricy....where is the privacy in that?
Why is the electric company permitted to VIOLATE the previous customer's account information, by discussing his account and telling us EXACTLY what he owed without his consent, then demand that we pay that amount before they would provide Us with electric?
I find it amazing that the electric company continues to Rebut this issue without providing a response to the original Complaint.

Please cancel this complaint. It has been settled. Thank you,Jim H[redacted]

As
information:
The
customer contacted the company on 07/18/17 to request service at [redacted] end effective 07/18/17.  Company advised that the new occupant had
submitted an application for the service and service was set to end
07/18/17. ...


 
The
customer contacted the company on 08/04/17 concerning a bill mailed 08/01/17 in
the amount of $259.86 ($189.86 arrears and $70 current bill) due 08/15/17.  Customer questioned why the final bill was
estimated.  Company advised the bill was
estimated using the actual readings taken on 06/27/17 and 07/28/17.  Customer ended the call. 
 
Company
position:
The
bill is correct as rendered.  The company
estimated the final bill by using actual readings taken on 06/27/17 and
07/28/17.  The bill for July 2016 was for
1292 kilowatts.  The bill issued for July
2017 for 508 kilowatts reflecting the decrease in usage.  The company would not be able to schedule an
actual meter reading to be taken on 07/18/17 with the request being submitted
on 07/18/17.

Initial Business Response /* (1000, 5, 2016/05/12) */
Account is on our commercial rate under JUSTIN K[redacted] REALTOR. Customer initiated service with company effective 3/9/16. Customer's initial bill included a deposit in compliance with NJ Administrative Code [redacted] Deposits for service (d)...

and company tariff section 3.09. Bill was not paid and a written notice was issued 4/19/16 due 5/3/16. That balance was not paid and service was shut off as a result. [redacted] spoke to the company on 5/11/16, paid the balance due and service was restored.
The company's actions were in compliance with state codes and company tariff.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received written notice that service would be shut off. The company will never work with us regarding lowering security deposits, secondary to us having multiple accounts with JCP&L. We spend thousands of dollars just on security deposits, let alone consumption. We paid the almost $400 bill for this property because we had no choice, service would not be restored. It's not fair to expect small business to continually produce that amount of money time and time again, we can't afford it. We always pay the consumption at the properties, not once has a bill not been paid. Furthermore, this does not explain being transferred to multiple people within the company, and eventually being hung up on. Just because JCP&L says we were sent written notice, doesn't mean we were. No where on our online account for this address does it say service would be shut off. Frankly, this is about the principal of the matter, just because JCP&L has a Monoppoly on electric utility service does not mean their customer service should be so horrible. We are still customers.
Final Business Response /* (4000, 9, 2016/05/17) */
The deposit is in compliance with NJ State laws and our tariff. I will not include copies of correspondence with this response due to privacy restrictions but a termination letter was sent as described in my initial response. A copy is available and can be sent to the customer directly if requested.

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. It's satisfactory due to the fact the job is finally done. As I mentioned before, the estimate was completed on 11SEP2017, I tried numerous times to contact the company as well as the Illuminating Company and was not able to get someone to take care of this issue until the job was completed, in February, 5 months later.

The Company billed a security deposit to the account per Mon Power's tariff due to the customer's payment/credit history.  Late fees have applied to the account 11 of the last 12 months of billing history.  The customer was notified on the March 2017 bill that continued past due...

payments would result in a security deposit being assessed on the account. The Company will offer the customer a one-time waiver of the security deposit.  Any future late payments could result in the security deposit being assessed to the account.  The current bill amount of 129.92 is due 5-30-17.  If paid past the due date, the security deposit will be assessed and another waiver will not be offered.

Initial Business Response /* (1000, 5, 2015/09/28) */
As a matter of background: Customer had been on an agreement to pay budget $271.00 ($113.00 Penelec + $158.00 Energy Plus) + $81.00. Customer got behind on agreement and a termination notice had been issued.
Customer called 9/16/15 about a...

termination notice and a new agreement was negotiated for budget $271.00 ($113.00 Penelec + $158.00 Energy Plus) + $184.00. Customer reported a higher income than previously which resulted in the increase of agreement amount.
Documentation does not indicate customer questioned the bill amounts and/or estimates. It appears the contacts from customer were to the credit department, not customer service.
As part of the Company's billing process, we read the meter every other month. If customer wishes to have all actual readings, he is invited to submit his own reading during the months the bill is scheduled to be estimated.
When a customer's meter is estimated, the usage will adjust out with the next actual meter reading. If a meter is under estimated, it would cause the next actual bill to be higher. If the meter is over estimated, the next actual bill would be lower.
Customer should contact customer service at [redacted] to go through a high bill inquiry or to discuss the estimation process.

I am rejecting this response because:
How is that fair that I pay them 1,500 and then they want to back bill me how is that right, this isn't fair at all.

Initial Business Response /* (1000, 7, 2016/02/23) */
Not a non-pay disconnect situation. Disconnect notices are provided to customers when there is a pending disconnect for non-payment of service. Not applicable in this case.
Initially it appeared to be tampering, due to meter damage and...

unbilled usage.
In review, a Supervisor determined that the damage more than likely happened prior to turn on for Mr. [redacted]. Only charging unmeter/unbilled usage.
With the damage, meter was not registering usage for almost 4 months..
On 09/18/15, Mr. [redacted] contacted to begin service on 9/22/15.
On 10/5/15, customer contacted the company to report partial lights and was advised to contact an electrician to check issue.
On 10/9/15, customer stated electrician made repairs; however, meter was not spinning at that time. Customer was advised to contact the company after getting first bill and if no usage/meter was not working, it would be replaced. There was not a follow up call from the customer.
Unbilled usage for service from 10/5/15 to 2/10/16 (128 days)
Residential calculation is 128 days x 25 kwhs a day = 3200 kwhs to be billed.
At 0.14 each = $448.00 for unbilled usage since 10/5/15
Customer is not being charged the $125 tamper fee. A Supervisor determined that the damage more than likely happened prior to turn on Mr. [redacted].
However, Mr. [redacted] is responsible for unmetered/unbilled usage since the 09/22/15 turn on request.
[redacted]Service is on at this address/meter.
Initial Consumer Rebuttal /* (3000, 9, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I am greatful that the Illuminating Company waived the tampering fee and restored service, I still feel that their estimated useage for the period in question is ludicrous. Attached is my documentation showing that for the period prior to the electrical issues I used 53 KWH, and after the meter issue was resolved I used 6 KWH. Based on these useage figures, there is no way I used 25KWH PER DAY. As such, I would like the Illuminating Company to adjust the so-called "estimated" billing to better reflect my historical power useage.
Final Business Response /* (4000, 11, 2016/03/07) */
The revenue protection calculator determines the amount of kwh to charge a customer. With unmetered service, the charge is automatically 25 kwh per day. These charges are explained in the Tariff.. Page 19 of 24, Section D: Fraudulent Practice, Tampering and Theft of Service. In the event of fraudulent practice, tampering, or theft of service by the customer, consumer or other person, the Company will comply with the provisions of Chapter 4901:1-20-20 of the Ohio Administrative Code entitled, Fraudulent Practice, Tampering, and Theft of Service." In these instances, the Company will assess a charge in the amount provided for in the Company's Tariff No. 75, Miscellaneous Charges, on file with the Public Utilities Commission.
Furthermore, the account is documented that the customer was not held responsible for tampering charges; however, was advised that he will be billed for usage.
On 03/02/16, a Supervisor contacted and spoke to [redacted] and explained that there will need to be at least one more actual meter reading on the meter to determine if an adjustment can be made, in the meantime a thirty collection hold was placed on the account.

Balance on account is $2049.60, the company has afforded 2 installment plans in 12 months to the customer, and 2 medical emergency stays in 12 months. All regulations have been met, I left a message for the customer to contact our collection center. Customer needs $1860.04 no later then...

5./8 in order to prevent disconnection of electric service.  She has paid the required amount .

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 done. My 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 feedback. Wishing you all the best.

Service at [redacted] was under the name of [redacted] from 05/05/15 to 08/10/16.  Bills and termination notices were mailed to the service address, company received no returned mail. Company made numerous phone attempts when termination notices issued, but phone...

number invalid.  Service was disconnected for nonpayment on 08/10/16.  Final balance was $1336.47.  The final bill was not paid. On 09/17/16 the balance was transferred to the customers active account.  04/03/17 customer contacted the company. The company reviewed the customer income and household information (income level 3). The customer was given a 10 month agreement on the total account balance to pay monthly budget ($238) + $221 a month.  The company already provided longer agreement terms for the customer. Typically an income level 3 customer would be given up to 6 months on an agreement, the company provided an agreement for 10 months. Tell us why here...

As a courtesy, the company is willing to re-set the current payment plan to include the current balance. The payment plan would include the budget(currently at $68.00) plus $11.00 toward the arrears/past due plus the outdoor area light charges.
As noted before: The budget amount is reviewed every three (3) months for the initial enrollment.
During the 12th month, the anniversary(true up) bill will be issued. The customer is responsible for the current budget charge plus the difference in the actual usage.
The customer would be responsible for maintaining the payment plan in order to avoid disconnection activity.
The customer would need to contact customer service, immediately, at [redacted] to initiate the offer.

Initial Business Response /* (1000, 9, 2015/08/07) */
The debt reported to the agency for collection was valid and not forwarded previously to the customer due to a email invalidation. A letter has been sent to the customer confirming payment in full. However the customer would need to pursue...

having debt removed from his credit report when he received the letter of payment. The debt had been sold, therefore not collectable by JCPL, but by the collection agency for whom the customer paid.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First Energy did not answer my complaint. I am not disputing the validity of the debt however I am disputing the derogatory information posted to my credit files. I was never made aware of the debt prior to the posting of the collection account which is a clear violation of the FCRA. I have contacted the collection agency several times and they have stated they need authorization from First Energy to delete the account from my credit files. My contact at [redacted] is [redacted]). Updating the collection account to "paid" is not acceptable, need to have the account deleted.
Final Business Response /* (4000, 13, 2015/08/13) */
We again confirmed that payment has been received, The history on the account has been reviewed and determined no evidence the customer called to final account or provide new mailing or email. The account was finaled by way of the new customer requesting service. Therefore JCPL is not responsible for addressing the debt reported correctly to the agency. The collection agency ([redacted]) has stated paid in full letter has been mailed and this will be reflected on the customer's credit report within 20 days. The customer could reach out to the Credit agency for more information on what impact this information has, however the debt was reported accurately and timely by JCPL> .
Final Consumer Response /* (4200, 15, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to discontinue service with JCPL I was informed that the new occupant has already called to transfer the service and no further action was required. JCPL did NOT send me a final bill or any type of balance notification. I am sure a company the size of JCPL/First Energy know that the post office will forward and provide address correction. JCPL did not make any effort to contact me to settle the account. I had no problems with any of my other utilities.
I had service with JCPL for 8 years to provide energy for a 2750 square foot home with an annual energy consumption of well over $4,000/year. Over the 8 year period, I sent them over $32,000 in payments. I find it unbelievable that they have no problem trashing my credit scores over $348. My Equifax score dropped 55 points due to the collection account and I saw a 32 point drop on TransUnion. This is with the collection account being reported as paid and closed.

Ohio Edison records show an actual reading of 81400 obtained
June 16, 2016 and an actual reading of 04756 obtained July 15, 2016, which
reflected consumption of 23,356 kWh.  Ohio Edison obtained additional
actual readings August 30, 2016, September 16, 2016 and September 27, 2016...

each
showing advancement. Ohio Edison is investigating the increased
consumption.  The meter was removed September 27, 2016 to be tested. 
Ohio Edison received notification of a complaint filed with the Ohio Public Utilities Commission.  Once the investigation is
complete, Ohio Edison will follow-up with the Ohio Public Utilities Commission.

Initial Business Response /* (1000, 5, 2016/02/24) */
The installation required an inspection from the local township inspector. The cut in card was received on 2/10, on 2/11 the customer was advised the address was incorrect and needed to be corrected and reissued. The new cut in card was received...

on 2/19 and the meter was set on 2/23. Compensation is not applicable. I left a message for the customer with my direct number.