FirstEnergy Corp.

Initial Business Response / [redacted] (1000, 5, 2016/04/25) */ 02/09/- [redacted] contacted Penelec to request service to [redacted] as of 02/10/Service was removed from [redacted] name and the final bill was mailed to the Mineral Point address for both final and Ms [redacted] 's bills [redacted] 's final bill was issued in the amount of $due 03/03/Penelec was notified on 04/18/by outside collection agency that [redacted] was deceased 07/23/- [redacted] contacted Penelec to request mailing address be changed for the location at [redacted] to [redacted] Company representative updated mailing address and ALL future bills have been mailed to that address Penelec obtains an actual read every other month the off month is read is estimated on previous year historyWhen a meter is estimated, the usage will adjust out with the next actual meter readingThis location is vacantThe estimated read is higher than the actual read and required a corrected bill to be issued 04/12/- [redacted] contacted Penelec as she was confused with the billing for [redacted] Company representative confirmed the account was billed on the equal payment plan (budget) and payments have caused a credit on the accountMs [redacted] requested the budget to be removed and credit transferred to her other account in Mineral PointHowever there was a payment agreement for budget + $and the agreement was not removed from the account prior to credit being transferThis left an account balance of $due on Johnstown address Corrections have been made to leave a credit of $on [redacted] New bill mails 05/19/due 06/08/16.The account at [redacted] correction were made and account balance is $dueNew bill mails 05/09/due 05/30/ If Ms [redacted] is requesting to clear the final bill for [redacted] 's in the amount of $she will need to contact Penelec, assume responsibility of the bill and request the transfer or she can pay the balance

? 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!!

An increase in the monthly electric bill does not mean the bill is incorrect.? The utility is responsible for the meter equipment and meter readings.? The utilities responsibility ends with the meterActual readings have been obtained since the customer began service 8/11/ The customer is responsible for the efficient operation and maintenance of all household appliances and equipment.? There are several conditions that can impact customer usage.? For example, December, January and February are traditionally higher gas and electric usage months due to customers heating their homes.? Ohio Edison notes this account is coded as having electric heat Customer may want to perform a breaker tester or contact a local electrician to have an energy audit completed on their home to assist in determining what appliances or areas of the home is contributing to the most usage.?

A bill was issued on 09/16/16.? The bill included past due balance of $ and current charges of $due on 10/06/16, for a total amount due of $423.31.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 10/04/- A termination notice was issued in the amount of $scheduled on or after 10/18/16.? ? ? ? Customer posted a payment of $to incorrect account on 10/22/ 10/24/@ 12:PM? - The Company attempted to contact the Customer by phone.? A message was left.? ? ? ? ? ? ? ? ? ? 10/25/@ 05:PM? - The Company attempted to contact the Customer by phone.? A message was left.? ? ? ? ? ? ? ? ? ? Service was terminated for nonpayment on 11/1/ Customer contacted the company on 11/1/after service was terminated and stated that she had made a payment.? The company reviewed the account and determined that a payment of $had posted to an old account of the customer's.? The Company transferred the amount of $and advised the customer that they would need to pay an? amount of $to restore service.? The Customer was advised that bills that have been issued to the customer have the active account number.? The Customer was not satisfied and dispute rights were issued.? Customer requested to speak with a supervisor and a callback was placed The supervisor attempted to contact the customer on 11/1/and a message was left 11/1/- Customer's husband, contacted the company and spoke with a supervisor.? He was upset because his wife had made a payment on the account.? The Customer was advised that he has had service at this location since March with a new account number and payment was posted to the incorrect account.? It was determined this is not company error and the payment of $was needed for service to be restored.? The Customer began to curse and say racial slurs to the representative and the call was ended.? Dispute rights were issued.? The Customer's uncle contacted the company on 11/2/and paid the requested amount of $to restore service.? The order was printed and service was restored on 11/2/2016.? The Customer has had service at the location since 3/15/2016.? All bills have been mailed to the service address and the bills have included the customer's new account number, [redacted] .? The Customer should ensure that they are using their new account number when making any future payments.? Tell us why here

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 meIt's satisfactory due to the fact the job is finally doneAs 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, months later.

Potomac Edison is not able to confirm what consumed kWh at this location Actual reads were obtained of [redacted] and [redacted] for a difference of kWh No corrections to be made on the account as the bill is correct as rendered

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ Customer is on the PIPP program for $monthlyA disconnect notice was issued in the amount of $with a termination due date of 11/24/On 11/20/15, an additional day notice was given verbally with a new termination due date of 12/4/On 12/19/15, service was terminated for non-paymentLast payment received on 08/4/ On 12/16/at 10:53, Medical certificate was received, order to restore was processed and service has been restored Customer has one more Medical Certificate availableCustomer has used two to date, 08/13/and 12/16/At this time, account has a collection hold until 01/15/

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 [redacted] ’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 [redacted] has been living at the location

Ohio Edison records reflect service at [redacted] began in the name of [redacted] 3/15/There has been no billing issued yet and no payment is dueThe first billing is scheduled to issue 4/13/The Company is unable to waive billingPIPP Plus is an extended payment arrangement that is based on a customers incomeMr [redacted] would need to contact his local Development Services Agency, which appears to be? Mahoning Youngstown Community Action Partnership to apply

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (4000, 9, 2015/11/13) */ The company position remains the same

The account in the name of [redacted] was billed until 9/5/which was the date that it was changed to the estate’s name. The account in Ms [redacted] 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.

As a matter of Service at the address of [redacted] was established in [redacted] ***'s name effective 9/30/(Please note: records indicate that [redacted] and [redacted] called to establish service in his name)He was enrolled in PCAP 7/30/He was removed from PCAP 11/29/due to not providing proof of no income [redacted] then was re-enrolled 4/28/and remained in the program until 4/25/when his account at [redacted] was finalized(Service had been disconnected due to nonpayment of bill)His final balance was $10, On 2/24/16, [redacted] called to apply for service at the address of [redacted] **During the application process the Company discovered an outstanding balance at the address of [redacted] **, Erie PA for the amount of $10,His application was denied pending full payment Later that day, a representative reviewing the account decided to establish service in [redacted] ***'s name at the address of Liberty St 1fl, Erie PA and transferred the balance of $10,to his new account(A day hold was placed on the account)The representative attempted to reach [redacted] by phone to advise however the phone number provided had been invalidA call me letter was issued to Mr*** On 2/24/2016, Penelec received a PUC complaint for [redacted] ***, which was filed due to the denial of service On 4/26/2016, the customer called stating he is waiting for the PUC to investigate the identity theftHe was provided with the Federal Trade Commission’s (FTC) phone #, and advised to call us back with the FTC confirmation numberMr [redacted] was also advised to file a police report for identity theft and provide us with a copy On 4/29/2016, the customer called and provided his confirmation number from the FTC On 7/21/2016, the PUC closed/dismissed the customer’s complaintThe customer contacted the FTC, but the Company never received a copy of the police report, therefore the identity theft could not be investigated by our Revenue Operations departmentThe customer was PCAP enrolled at this location from 7/30/to 11/29/and again from 4/28/ through 4/25/The customer would have had to apply for PCAP with the local PCAP agency, showing proof of income, etc Company position - Documentation does not appear that [redacted] disputed the balance when he spoke with the representative on 2/24/ Records indicate that [redacted] and [redacted] called to establish service in his name and that he had been enrolled in PCAP at the address he is disputingThe Company’s position is that the customer is responsible for the balance in questionThe customer was placed on a Company payment agreement

Ohio Edison records show the account in the name of [redacted] January 5, 2017, [redacted] advised that [redacted] passed away [redacted] advised she would be sending a copy of the death certificate to have the account changed to the Estate of [redacted] . Ohio Edison has no record of receiving a copy of the death certificate, therefore the account remained in the name of [redacted] There was no further contact from anyone on the account until August 9, 2017, at which time [redacted] requested a cancellation of service. The final bill reflected a credit of $20.56, which was refunded in the name of [redacted] Ohio Edison refunds are issued by Citibank in the form of a debit card The information included with the debit cards provides a phone number customers can call to request a paper checkA supervisor spoke with [redacted] 10/2/and explained Ohio Edison did not receive a death certificate, therefore the refund issued in the name on the account, which is [redacted] will need to with Citibank to provide the death certificate and have the name on the refund changed

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ Mr [redacted] contacted Potomac Edison November 4, to apply for service at [redacted] , Cumberland, MarylandDue to the status of the service at [redacted] , Potomac Edison agent advised Mr [redacted] that a notarized lease or proof of ownership was needed to confirm change in household for the location November 12, 2015, Potomac Edison received a copy of the deed, confirming Mr [redacted] was the owner of the premiseA Potomac Edison agent contacted Mr [redacted] November 12, to advise that the deed was received and approved, however Mr [redacted] advised the agent he no longer wanted to proceed with his application for service November 13, 2015, Potomac Edison received the deed a second timeThe same agent that spoke with Mr [redacted] on November 12, attempted to contact him November 13, to determine if he wanted to proceed with his application for serviceMr [redacted] was not available, therefore a message was left If Mr [redacted] requests to proceed with connection of service at the location, he will need to contact Potomac Edison at [redacted] to complete his application for service

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Total account balance The customer is currently on an installment plan set up 7-30-to pay a down payment of by 7-31-(paid 7-31-15) and the remaining balance in installments of plus the current bill for months The company has received payments in 2015, the last payment received was 7-31-of A termination notice issued 10-19-for (catch up 101.08) with a termination date on or after 10-26- The service was disconnected for non-payment 10-28- The company requests to restore the service (past due, security deposit, r/f) Attached is a copy of the termination notice There is no medical certificate on file for the customer, however if a medical certificate is received, the company may consider reconnection for a lesser amount

The company stands by the position that the bill is correct as rendered The customer requested the service end on 04/11/effective 04/12/ At that time, the account had a credit balance of $ The customer requested this credit be refunded The company refunded the credit at the customer's request The account had not issued a final bill When the final bill issued on 04/21/16, it included the usage up to 04/12/16, $which was due 05/05/ The customer made the payment of the balance and the account currently has a zero balance

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

Initial Business Response / [redacted] (1000, 5, 2016/05/25) */ Mr [redacted] moved into [redacted] on 12/16/Initial bill issued 12/30/in the amount of $(kWh) actual read service from 12/to 12/28/(days) due 01/19/The next two bills (12/29/to 01/28/and 01/29/to 02/26/16) were estimated from prior month usageJanuary scheduled read was missed due to weather Mr [redacted] contacted Potomac Edison regarding bill issued 03/29/in the amount of $(kWh) actual read service from 02/to 03/25/due 04/18/Company representative attempted to explained previous two bills were under estimated and actual read was correcting those billsMr [redacted] provided a read from the meter at 59264; which actually confirmed company read at to have been correctRepresentative issued a corrected bill 04/11/in the amount of $(kWh) prorated from customer read service from 02/to 03/25/due 05/02/ Potomac Edison obtained next actual read on 04/26/at Bill issued 04/28/in the amount of $(kWh) actual read service from 03/to 04/26/and previous balance $due 05/18/Mr [redacted] contacted Potomac Edison regarding bill; however hung up while representative was reviewing the accountRepresentative issued an order to confirm read at was correct05/12/check read obtained which confirms previous read to have been correct Mr [redacted] states he was using space heaters to assist with heating this locationActual reads obtained 03/25/at and 12/28/at was kWh in days for kWh per day average Meter was exchanged 05/12/and replaced with a digital meterCustomer admitted to heating with space heaters and estimated bills were corrected with actual readsNo adjustments will be made to the account as actual reads have been obtained Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't agree but I'll agree to disagree and I will bewriting down, photographing and monitoring all future daysThe digital meter now seems to be giving me the real reading and for the record space heaters were used when it was cold not the last months when it was degrees as why would need to be However I am finished worrying about it and will be in touch if future problems occur Thank you

The customer was contacted, I explained the billing and rates, she accepted the explanation and was satisfied The complaint was with ref to electric supplier rates charged not JCP&L rates

As information: [redacted] set up temporary service at [redacted] ***, [redacted] on 04/14/and was given an account number of [redacted] Mr [redacted] 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 ? [redacted] set up permanent service at [redacted] ***, [redacted] on 08/23/and was given an account number of [redacted] ? On 09/07/17, a payment of $was received on account number [redacted] , 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 [redacted] 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 [redacted] 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 [redacted] contacted the company on the outstanding balance of $on the final account that was sent to collectionsMr [redacted] paid the $over the telephone with the representative, clearing the final outstanding balance ?