FirstEnergy Corp.

Company records reflect the customer's service was terminated for non payment on 4/26/2017? - all notices were issued in accordance to Regulation.On 5/5/2017, the Customer contacted the company regarding the terminated service.? The amount the customer was quoted for restoration of service included the past due balance of $plus a $reconnection fee for a total amount of $3018.17.? ***The customer has not recently contacted the company to discuss the concerns of high billings.? The company has not had the opportunity to discuss with the customer the account usage history, payment history, the billing time frame comparison, the weather factor, etc.? The customer also has not had the opportunity to review an appliance list with the customer in order to determine the potential monthly usage.? The customer has used Medical Certificates to postpone termination or reconnect after termination, the customer has not met the payment obligation for an additional Medical Certificate? Customer has poor payment history; only payments (of $each) have been received in the last months.? The customer's high balance is due to poor payment history and accumulated arrears.? The company considers the disconnection valid and requests the customer pay the requested amount noted above

As information: The customer contacted the company on 07/18/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/concerning a bill mailed 08/01/in the amount of $($arrears and $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/and 07/28/17.? Customer ended the call.? ? Company The bill is correct as rendered.? The company estimated the final bill by using actual readings taken on 06/27/and 07/28/17.? The bill for July was for kilowatts.? The bill issued for July for kilowatts reflecting the decrease in usage.? The company would not be able to schedule an actual meter reading to be taken on 07/18/with the request being submitted on 07/18/17.?

Initial Business Response / [redacted] (1000, 7, 2015/10/08) */ As a matter of background, a new party may be required to pay a deposit when starting service in their nameThe new party can have the deposit waived if they obtain a guarantor, which is a co-signerOur customers must meet certain requirements in order to be eligible to be a guarantorIf a new party would like to use the guarantor option, we have to review the potential guarantor's account that the new party provides to us, to be sure they are eligible, prior to us sending the necessary form that needs to be signed In this situation, a new party called us on 8/28/to apply for service at an address in our service territoryShe was required to pay a deposit, and wanted to use the guarantor optionThe new party provided the customer's name as a potential guarantorBecause the customer qualified to be a guarantor, the forms that needed to be signed by both the new party and the guarantor/customer were mailed When the guarantor letter was created, it was inadvertently created on the customer's account, which caused her account # and address to be listed on the letter in errorThis letter was mailed to the new party's mailing addressThe Company apologizes for the error, however, we decline the customer's request for $1,000, Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) a simple apology is not enoughThis company violated my privacy by mailing this information outThey simply went off of the word of someone who stated I was their family member they didnt know for sure if this was true or notsome type of compensation should be awarded either a credit to my monthly bill or something for this error that their agent madeMy information should have NEVER been printed on any forms, I had no way of knowing this error was made until I was advised by my family memberAlso this company needs a new practice to assist someone who is required to pay a down payment, they should not allow someone to just randomly name people and they tell them yes or no if the account is in satisfactory standing or not that information should be confidentialIn the end I did sign the form and agreed to the terms Final Business Response / [redacted] (4000, 11, 2015/10/19) */ Customer filed a PUC complaint on 10/07/Company is awaiting the results of the PUC complaint

Initial Business Response / [redacted] (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

Revdex.com received consumer rebuttal response over the phoneConsumer says she feels that they are responsible to pay her $237, money she doesn't have to spend on their negligenceThey were working on a house across the street [redacted] and the employee caused a surgeThe surge effected her even though she wasn't even the person they were doing the work forFrom what she can gather it sent a surge through her neighbors house as well, but it only knocked out his surge stripShe feels that she should be reimbursed for her furnaceShe said the letter we received makes it sound like the business came out to work on her house for an equipment failure, but she never called them and they weren't even working on her houseThey might have worked to repair equipment, but it was equipment across the streetShe spoke with Todd Leslie on the phone and said he was rudeThen he sent a letter that made it sound like she initiated a call, but she did notConsumer would like to be reimbursed for the furnace the Illuminating Company damaged

Initial Business Response / [redacted] (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

Initial Business Response / [redacted] (1000, 8, 2015/12/01) */ As a matter of background, the customer is on the company's budget billing program or Equal Payment PlanThe Equal Payment Plan (EPP) is a program for Residential Customer requesting monthly budget billingThe EPP is designed to make Residential Customer's monthly payments consistent throughout an entire year, leveling out seasonal highs and lows Customer's budget amount is based on a month average bill that is reviewed during the 3rd, 6th and 9th month and adjusted as neededAn adjustment in customer's monthly amount could be the result of a change in customer's usage, a change in the rates, or extreme weather conditions Once a year, the customer will receive an anniversary billThis bill will be for the difference between what the customer has paid during the previous months and the actual cost of the energy the customer used for that period [redacted] On 11/10/2014, the customer's account was set up on the EPP being at $The customer was also on a company payment plan to pay $toward a back balance On 3/5/2015, the customer called in regard to the usage at the propertyA company representative reviewed the account, usage history, meter readings and offered to complete a Customer Billing Analysis to help identify the primary consumers of electricity in the house; however, the customer declined the Customer Billing AnalysisThe customer claimed the meter was spinning rapidly; the company representative explained the option of a meter test; however the customer declined and wanted to speak with a Supervisor The Supervisor also reviewed the account, usage history, meter readings and offered to complete a Customer Billing Analysis to help identify the primary consumers of electricity in the house; however, the customer declined the Customer Billing AnalysisThe Supervisor explained the budget amount of $was in line with the average monthly Bill amounts ($303.00)The Supervisor explained the high usage is typically in the summer (or warmer) monthsThe customer claimed the meter was spinning rapidly; the Supervisor reiterated the option of a meter test; however the customer declinedThe Supervisor also review monthly usage and paymentsFurthermore, the Supervisor offered energy savings information, however, the customer declined the information as well On 10/22/2015, the customer called to further discuss the usage at the propertyThe company representative reviewed the account, usage history and meter readingsThe customer wanted to know if the company could determine what was using the electricityThe company representative explained the company cannot visit the home; however, the representative did explain the customer could perform a breaker test (the breaker test was explained) to help determine what item(s) could be consuming the most electricityThe company representative attempted to educate the customer by offering energy savings information (two brochures: Understanding Electricity Usage/Cost and More than Ways to Improve Your Electric Bill); however, the customer declinedThe customer was also referred to the company's online Energy/Billing Analyzer at [redacted] On 11/5/2015, the customer called to further discuss the usage at the propertyThe customer wanted the company to determine what the primary consumer of electricity was in the homeThe company representative explained the company could not go into home to test customer's owned equipment and or appliancesThe company representative confirmed that a meter test could be done, since the meter is company owed; however, the customer declined and requested a SupervisorIt appears the customer disconnected the call before speaking with a Supervisor [redacted] Additional calls have been collections related The company has offered to complete a Customer Billing Analysis to help identify the primary consumers of electricity in the home; however, the customer declined The customer was offered energy efficiency and savings information; however, the customer declined The customer was offered a meter test; however, the customer declined The customer would need to contact the company to complete a Customer Billing Analysis (CBA) and/or discuss the option for a meter test

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

The customer has been afforded an arrangement on the security deposit, which is applicable under the below regulations set by the NJ Board of Public Utilities Deposit regulations: Company's request for deposit is in compliance with NJAC 14:3-Deposits for service (d) and company tariff section (a) A utility may require a reasonable deposit as a condition of supplying service, in accordance with this section (d) A utility may require an existing customer to furnish a deposit or increase their existing deposit if the customer fails to pay a bill within days after the due date printed on the billThe deposit required shall be in an amount sufficient to secure the payment of future bills Guarantee of Payment: Where the credit of an Applicant for Service is impaired or not established, or where the credit of a Customer has become impaired, a money deposit or other guarantee satisfactory to the Company may be required as security for the payment of bills for Service before the Company will commence or continue Service

On 07/20/16, [redacted] contacted the company to end service at [redacted] ***, [redacted] ***, ***, effective 07/21/ ? The final billing was estimatedOn 08/16/16, the final bill was issued for service from 06/23/ to 07/21/with an estimated reading of in the amount of $(company and alternate supplier charges), due 08/30/ ? On 08/26/16, the customer contacted the company regarding the final bill estimateThe final bill was sent to company billing department for reviewThe company billing department cancelled and rebilled the final bill to an estimated reading based on the last two company actual readsThe final bill was rebilled to a reading of in the amount of $(company and alternate supplier charges), due 09/15/Customer will receive a corrected billPlease note, the corrected billing is also much lower than last year during this timeframeLast year, during the timeframe of 06/23/to 07/22/16, the billing was $212.03, more in line with the initial final bill

The customer called the Company on 10/16/to apply for serviceShe is listed as the customer contact on the current customer of record’s account at this locationHer application was denied at that time for a copy of her lease, due to the past due balance at the property The Company received the customer’s lease on 10/18/2017, which shows she is responsible for the usage from 8/11/to current(The dates on the lease are 8/04/to 7/31/2018)The premise balance at that time was $The Company did not require a payment up frontService was placed into her name as of 8/11/The Company attempted to call the customer, but received a busy signalA letter was sent to the customer to call the Company On 11/02/2017, the customer called the Company to question the date that service was placed into her name, which was effective as of the next actual reading date after the start date on her lease (8/11/2017)She said her fiancé moved outShe was advised that because she lived there and benefited from the service, she is responsible for the balanceThe call was transferred to a supervisor per the customer’s requestThe supervisor advised her of the same informationThe customer said she had an oral agreement between her and her fiancé The supervisor advised her that this is between her and her fiancéShe benefited from the service, making her equally responsible for the usage The Company’s position is that the effective date on the customer’s lease is 8/04/The customer benefited from the service, making her responsible for the usage as of 8/11/The customer can call for payment arrangements, if needed

Potomac Edison has read the meter every month in the past months Each billing cycle is based on actual usage from last actual reading Current bill was issued on 02/28/for 1,kWh The bill included past due balance of $ and current charges of $ due on 03/08/01, for a total amount due of $ Actual charges for 1,kWh was $or $per kWh Previous months charges $included a credit for security deposit The actual charges for 2,kWh was $ or $per kWh Statement of account is attached Usage comparison for the previous months – colder this winter compared to last winter by degrees for the months of December/January 02/25/to 02/26/used 15,kWh in days or kWh per day average - December/January average temperature was degrees02/25/to 02/24/used 14,kWh in days or kWh per day average - December/January last year average temp degrees Summer comparison actually decreased this year compared to last year by kWh per day 06/27/to 09/26/used 2,kWh in days or kWh per day average – degrees average06/25/to 09/23/used 2,kWh in days or kWh per day average – degrees average An increase in the electric bill does not necessarily indicate the bill is incorrect The utility is responsible for the meter equipment and meter readings The utilities responsibility ends with the meter 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 Similarly June, July and August are high electricity months due to the added use of air conditioning and fans to cool the home 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 Company suggestions regarding high bills: Taking action now can help customer reduce energy consumption for the remainder of the winterVisit Company website at www.firstenergycorp.com/help/saving_energy for more tips and to learn about energy saving programs in your state, or use our home energy analyzer (www.firstenergycorp.com/save_energy/home_energy_analyzer) to gain a better understanding of how their household uses electricity

Initial Business Response / [redacted] (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

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (2000, 20, 2016/04/20) */

Company records show Ms [redacted] is currently enrolled in PIPP Plus with a monthly obligation of $The current amount due is $61.19, which includes past due PIPP obligations ? Ms [redacted] previously had service in her name at [redacted] ? from 2/21/?" 5/22/ The final bill issued with an actual account balance of $and PIPP Plus amount due of $61.19, of which $was past due and $was current charges due 7/5/The only payment received on the prior account was 4/6/in the amount of $The final balance transferred to her current serviceCompany records reflect two payments made of $each, 6/15/and 7/9/17, which applied towards the $PIPP Plus charges due on her prior accountIf the customer has records of making additional payments on either account, she will need to provide the company the date, amount and proof of the payments ? The customer has been billed accuratelyA copy of the final bill and bills issued on Ms [redacted] ’s current account are attached for review

Customer called on 12/08/to end service with a stop date of 01/03/and had no forwarding address at that time A final bill was issued on 01/12/2018, the amount due $by 02/01/ The Company was notified by the postal service on 01/15/ of an address changeThe mailing address was updated to [redacted] **, [redacted] , [redacted] *** The address was updated after the final bill had already been sent The following payments were received after the account closed: 01/30/$25.00, 03/13/$10.00, and 03/20/$ The account balance is $and payments can be made directly to the Company The account is not being reported to an outside collection agency at this time

I am rejecting this response because: Attn [redacted] Revdex.com Case: [redacted] West Penn Power.Dispute: $168.30Dispute: $232.74Customer [redacted] disputes statements made by west penn power to Revdex.comOn Jan 4th ,and other dates , Mr[redacted] has contacted West Penn Power numerous times to discuss all billing issues- $and $232.74, incorrect Estimated meter readings, overpayments and incorrect billing, Li Heap payment $missing as of 10-09-No actual meter readingsWarm Program - Bill Busters Inc Stated Mr[redacted] bill would only be $a month for 1yr contract with West Penn Power as of 10-17-and that was a lie from them and it was never honored by west penn power and after the electric work was done by warm program-Freds Electric & Bill Busters Inc in [redacted] house on thermstats andvNew fridge the electric bill increased and not decreased .On Jan 4th,A appeal has made by Mr[redacted] to PUC on closed case with Investagator [redacted] at [redacted] - Case: BCS- [redacted] and dispute of current bill $ & $to be presented to a Judge for a Court HearingAlso Mr[redacted] at Li Heap office at [redacted] , Confrimed with Mr[redacted] that $Li Heap payment is missing from [redacted] west Penn power account as of 10-09-as the money was not owed and was stolen from Columbia gas and not returned to Li Heap to process $payment to west penn powerSo investigation will take place by Mr[redacted] asap when [redacted] gets the emails and info and evidence to Mr[redacted] Also PUC will be investgating the case too against Columbia Gas on missing $Li Heap payment that Belongs to West Penn Power on 10-09-As $was sent by mistake to columbia gas and only $was returned to be given to west penn powerAlso Mr[redacted] and Caseworker [redacted] at westmoreland casemangement and supports inc at [redacted] or [redacted] :ext[redacted] spoke to [redacted] at the dollar energy fund at [redacted] with mr[redacted] before Jan 4th, they lied to Mr[redacted] & Caseworker [redacted] falsely stating that A credit payment of $would be applied to Mr[redacted] west Penn power account before Jan 17th,on the $bill and stated Mr[redacted] only needs to pay $on the 3rd of JanMr [redacted] stated paperwork would be mailed to westpenn power before 17th of January Mr[redacted] found out today that all of this was not true and it has put [redacted] in a termination situtation with his electric and possibly losing his place on pcap programif a termination is filed against mr [redacted] on his Electric account mr [redacted] has indicated that Li Heap will pay up to $from the welfare office on ***'s account after February 1st,2017.Mr [redacted] did make $western union payment on Jan 4th on his accountCc: Attorney [redacted] [redacted] P.s evidence inattachments in next email will be sent to you [redacted]

Initial Business Response / [redacted] (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 customerA message was left on the answering machine 08/14/- A disconnection phone attempt was made to the customerA message was left on the answering machine 08/17/- Customer contacts the company in regard to the disconnection noticeThe customer is unable to pay the required amountShe 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 itAn automatic payment enrollment form is sent to the customer per their requestCustomer also advised not receiving mailThe company representative advised there ha not been any mail returned by USPSCustomer 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

Initial Business Response / [redacted] (1000, 5, 2016/04/01) */ The Customer, [redacted] , obtained service at [redacted] , [redacted] 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 serviceThe customer provided the phone number that she would have called fromThe 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 suppliedThe 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 landlordThe 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 balanceA refund has been issued Penn Power records indicate that the customer did not contact the company until 1/29/to discontinue serviceIf the Customer's landlord would call and take responsibility of service beginning November the company would correct the customer's account

I am rejecting this response because:The information is the response is not correct Here are the reasons why:When service was initiated on the new construction (pole install) the $bill was sent to the correct address, back in That is the only address we have ever used and WE DID NOTIFY THEM SEVERAL TIMES ON THE REVERSE SIDE OF THE BILL AS TO THE ADDRESS CHANGE However it was ignored Our mailman delivered the mail despite the error as this is a small rural area The only address I have ever given them was *** *** *** *** *** *** ** as that was given to me by theLawrence County Courthouse for and mail purposes If the final bill was sent to the incorrect address, as it was not forwarded to me, was it returned to Penn Power? Did they make ANY atempt to call the phone number on account as that is thecorrect cell phone number which I still have? No there was not attempt to reach me by phone I was totally unaware that there was an outstanding bill When we constructed our new home and the $something was paid to initiate service at *** *** *** *** *** ***, in There was no mention of an outstanding bill. THE ONLY WAY I WAS ADVISED OF AN OUTSTANDING BILL WAS A SHUT OFF NOTICE WAS PLACED ON MY NEW CONSTRUCTION DOOR sTILL NO CONTACT WAS MADE BY THE CORRECT PHONE NUMBER NO CONTACT WAS MADE BY MAIL AT THE NEW CONSTUCTION ADDRESS EITHER That notice was paid by credit card immediately on 3-29-over the same phone number on the account.When we explained the situation to the Penn Power Rep, they waived the late fees and admitted there were some address issues Then several months later I get my credit report and there is a derogatory mark on my record I want this remark removedas it was not my error!!!!! Actually, I never received any bills for January and February as AGAIN they still had the *** *** *** address even though the new service bill for $something with the new address was paid in full AGain, their error The balance was paid in full on 3-29- This should have been removed on 3-29- I have spend days talking with representatives from Penn Power and from the collection agency with no success I want this removed immediately Due to lack of response, I have filed an informal complaint with the PUC and am awaiting their response If this is indeed removed and I am provided proof it was removed This case will be closed.