FirstEnergy Corp.

Attached is a copy of the final bill from *** *** ***,
*** dated November 19, Ms*** had service at that location
from August 2, to November 7, Service ended in her name when a new
tenant applied for service. Prior to that account, she had service at **
*** ***, *** from April 4, to June 7, and at ** * *** **, *** from November 11, to March 30, I am attaching a copy
of the final bills for those addresses as well since balances were transferred
whenever she called to transfer service to a new address
On February 1, a representative offered to mail a copy
of the bills; however, the customer declined

The customer filed a PUC Complaint *** on 5/15/regarding disconnection of service. BCS *** was closed/dismissed on 5/16/citing D as the customer's prior BCS complaint *** was not satisfied and the PUC (BCS) was unable to set this customer up on another payment
agreement. Service remains off at this customer's property and the customer has an outstanding balance owing of $3299.98. Company records indicate on 6/2/the Company received a Formal complaint from this customer - *** *** which is being handled by our Legal department

Initial Business Response /* (1000, 5, 2015/08/26) */
On 4/09/2015, service was disconnected for non-payment at *** in *** after proper notice and proper procedure was followed
On 6/03/2015, Company representative went to the property due to unauthorized usage on the meter that
was supposed to be disconnectedCompany representative found meter seal and ring missingMeter was in the socket incorrectlyCompany representative re-blocked the meter and installed a locking ringA notice was left at the property
On 8/10/2015, customer at *** called stating there was a truck out back and then the apartment complex lost powerCompany's line department disconnected the service at the pole due to tampering at ***This was forwarded to a supervisor to review to determine if the disconnection at the pole affected this customer at ***
On 8/10/2015, the Company's dispatcher reported that the meter base at this location is a gang/joint meter base, which houses multiple metersSince the meter base is damaged, service was disconnected for safety reasonsAs a result, an inspection is required before service can be reconnected, due to the tamperingThe customer at *** was advised of thisThe landlord was also called and advised that an inspection is required prior to service being reconnectedA work order was created for inspection purposes
The Company is still awaiting the inspection cardOnce this is received, service can be reconnected for the customer at ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their explanation is false
It is impossible that on 4/9/the meter was turned off for "non payment" because there was never a paying customer in that locationWe purchased the building in July of - and it was a VACANT apartmentTherefore, I would love to know WHO was "not paying" and who was informed of this shut off?
On 6/3/I personally spoke to the Memployee about the meter that had been tampered withMwas clearly aware of the tampering but did nothing for 2+ months until a SURPRISE shut off on 8/10/
Mmentions in their explanation above that "...a supervisor reviewed the case to determine if the disconnection would effect the customer in the *** unit..." - what were the results of this review?
According to the *** Police department, removing utilities from an un-involved 3rd party was against the lawThis shut-off left the residents of *** with no electricity, running water, etc through no fault of their own for over weeksThis has to be a health violation and is being pursued with our attorney
The residents in *** have a contractual relationship with Mwhich says if their bill is paid, they will receive electricityThis contract was clearly broken when Mcut their power without cause
Overall, ALL customer service provided by Mwas insufficientAll employees met at the site were rude, arrogant and uncooperative
We will pursue this case legally

Initial Business Response /* (1000, 5, 2016/06/13) */
Customer did not name payment agency in complaint therefore Company cannot confirm whether or not agency is a registered payment location Registered payment agencies will require the full amount due if customer brings a termination notice/bill
to location to make payment
Customers have the option to pay online at the Company's website, by phone or accounts can be set up on direct debit
The last bill issued for customer had a total account balance due of A payment of was received 5-27- The remaining amount due is due on 6-16- Attached is the account billing statement
Initial Consumer Rebuttal /* (3000, 7, 2016/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont accept itI tried paying the bill on the online serviceNo matter what my bill is you should have took my paymentI pay my bill online all the time and have never had a problem beforeNo matter how high my bill wasSo why not accept my now? When I'm trying to pay my billI live off a fixed income and have alot more bills so I can't afford to pay out over $500! I'm sending the snapshot of the day I tried paying my bill
Final Consumer Response /* (4200, 12, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wasn't trying to keep the service onI just wanted to pay $towards the billSo why not take my money?!
Final Business Response /* (4000, 14, 2016/06/21) */
Company stands by previous response A partial online payment for a termination notice will not be accepted Customers may contact Customer Service to discuss payment options if not able to pay the full amount due

Initial Business Response /* (1000, 5, 2016/05/17) */
On 09/15/16, customer was removed from PIPP for failure to recertifyWhen removed from PIPP, if the customer wishes to re-enroll, they will also be responsible for actual consumption charges from the time removed from the program to
re-enrollment date, minus any payments made within this timeframe
On 12/29/15, customer re-enrolled in the PIPP programAt noted above, customer is responsible for the actual consumption charges from the 09/28/to 12/28/service/billing date, which totals $There were a total payments in the amount of $during this timeframeThe $minus $317.42, totals $188.53, which customer is responsible forThe $is correct
On 05/13/16, customer paid $At this time, customer has $due 05/13/
Initial Consumer Rebuttal /* (3000, 7, 2016/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For one I was removed from pipp when they sent me notice in November of I continued to make monthly pipp amount payments with no issue till I received notice in novemberI then requested an appointment to get back on pippThe pipp office was unsure why they gave them two amounts to pay to keep power onThey informed me that there was something wrongI had to pay to keep power on untill the pipp appointment could be made as they were busy at that timeThey just tried to shut me off still even though I continue to pay my pipp balanceThats the only reason they were paid at the momentThey tried to shut off my service
Final Business Response /* (4000, 9, 2016/05/19) */
The company position stands:
On 09/15/16, customer was removed from PIPP for failure to recertifyWhen removed from PIPP, if the customer wishes to re-enroll, they will also be responsible for actual consumption charges from the time removed from the program to re-enrollment date, minus any payments made within this timeframe
On 12/29/15, customer re-enrolled in the PIPP programAt noted above, customer is responsible for the actual consumption charges from the 09/28/to 12/28/service/billing date, which totals $There were a total payments in the amount of $during this timeframeThe $minus $317.42, totals $188.53, which customer is responsible forThe $is correct
A disconnect notice was issued and validThe 01/29/billing detailed $($+ $188.53) due 02/12/
On 02/22/16, a payment of $received
The 03/01/billing detailed the past due in the amount of $and the current of $due 03/15/16, totaling $
On 03/18/16, a payment of $received
The 03/30/billing detailed the past due in the amount of $and the current of $due 04/13/16, totaling $
On 04/25/16, a payment of $received
The 04/29/billing detailed the past due in the amount of $and the current of $due 05/13/16, totaling $A disconnect notice in the amount of $was also issued dated 05/13/
On 05/13/16, customer paid $At this time, customer has $due 05/13/Customer will go through billing again on 05/27/
Final Consumer Response /* (4200, 11, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As long as your pipp balance is paid monthly its supposed to keep you from disconnectAgain this is another attempt at the electric company to try to talk crapI am sorry I have been contacting them and getting no whereLast they emailed me there was someone a supervisor looking into it and would get back to meI was informed by the PIPP office when I redid my pipp that I should not owe that much as my monthly pipp balance's were paidNone were missedI have always made my pipp balance payments and will continue to do soAs I am a responsible adultLets treat me as suchyour showing a few months where you claim I owe this money but no explanation as to why this amount is owedYou gave two amounts to the pipp agancy when they tried to set up my pippThey paid you an amount to reinstate my pip where is those fundsHow is that in the equasionIf all of what you say is the case why is the current amount owed still same as it wasYOU keep saying what you think ill buyI am notI want facts and answersI want the truthI want to know why you did what y ou didI want to know why when my pipp agreed amount was paid you threatened to shut me offYou only contacted me a day before disconnectionI want to thank you for thatI am disabled and on breathing machineYet you threaten to take my treatments away even though I payed my contracted monthly bill

Initial Business Response /* (1000, 5, 2016/01/08) */
Ms*** was assessed a deposit in the amount of $due to late payment history during the past monthsThe deposit is based on 130% projected usage, based on customer's consumptionThe account is not eligible for a waiver of the
deposit
In regards to the November payment of $110, Ms*** faxed proof of payment to Ohio Edison (OE) 11/13/OE investigated and determined customer had noted the wrong account number on the checkThe payment of $was located and credited to her account 11/13/The payment was reflected as a miscellaneous credit on her 11/20/billingA copy of the bill is attached
In regards to customer's consumption, Ms*** has received both estimated and actual readingsDuring the past months, Ms*** was issued (6) actual readings and (6) estimated readingsMs***'s requested her meter be testedOH exchanged the meter 12/29/and sent to the test labThe meter was tested 1/4/and tested at 99.79%
Ms*** was previously enrolled in Ohio's PIPP Plus program, however was removed for failure to recertifyTotal account balance is $1,Customer is currently on payment plan of current bill plus $The amount due at this time is $1,461.28, which is past dueCustomer has pending disconnect notice in the amount of $that was due by 1/6/OE will not change names on the account to avoid payment

The total account balance is $No payment currently dueThe last payment posted to the account on 06/02/of $ Customer is currently on a Company IP set up 05/01/to pay $by 05/02/and the remaining balance in installments of $plus current bill for months The
meter was tested on 03/23/with average results of 100.04%. The level of accuracy of the meter test is within the limits established by the Public Service Commission of West Virginia, all bills previously submitted are correct.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. There is no reason for a billing adjustment due to actual readings obtained each month and bills are correct as rendered. If customer has any more questions regarding their account they can contact Potomac Edison customer service at ***

The Company has contacted the customer regarding the
restoration of service. Customer was
advised the service will be restored today, September 15th and the
reconnection fee has been updated accordingly

Initial Business Response /* (1000, 5, 2015/09/29) */
A termination notice was mailed on 08/26/dated for on or after 09/09/A 72-hour contact was attempted by phone at 10:am on 09/02/(left message) and at 6:pm on 09/03/(party hung up)
09/21/15, service was disconnectedA
post termination notice was left at the location
09/21/15, the customer contacted the company regarding the restoration of serviceThe company representative advised the customer to pay $($arrears and $reconnect fee) to have the service restoredThe customer advised that no notice was receivedThe company verified the mailing addressCompany advised that a disconnect notice was mailed on 08/26/and two attempts by phone were made on 09/02/and 09/03/The customer made the payment of $with the company representative and an order to restore the service was created
09/23/15, service was restored to the location
Company's position:
A termination notice was mailed on 08/26/dated for on or after 09/09/The company has no record of any mail being returnedA 72-hour contact was attempted by phone at 10:am on 09/02/(left message) and at 6:pm on 09/03/(party hung up)All required attempts to contact the customer prior to disconnection was made
The company makes every effort to restore service in hours once an order to restore service is created but it may take up to hours
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except the companies response because it goes to the point I already made their computers say they mailed a notice and they attempted to call and I and my spouse never recieved a letter or a phone call at either number listed on our account and when we advised the company of this we were told we had to have recieved the letter because the computer said it was mailed and that if someone else had gotten the letter or the postmaster did not deliever it it would have been returned no one ever returned it so we had to get itI and my spouse are not liars we did not receive any letter of phone calls from the company and had our utility shut off for over hours after we contacted the company and paid this is extremely unexceptable the company should strive to achieve customer satisfaction and great customer service and they have terrible customer service and satisfaction and this is evident by the number of complaints filled here and with the PUCSomething at the company needs to change and they need to put customers first and achieve better customer service and hire customer service reps that are actually friendly and helpful bot disgrunteled and disengaged

Company
records show the February bill was $and March billing was $Both
billings were billed based on an actual readingCompany records show the
customer called 4/4/to request move-out 4/7/Per Ohio Admin Code
*** *** If the meter has been read within the
thirty-two calendar
days immediately preceding the initiation and/or termination of service, the
electric utility may estimate usageActual reading was obtained 4/19/
and the final bill was estimated to a reading of ***The final bill amount
is $

Records show a payment of $was made
through the Company’s website and posted to the account on July 7,
However, the payment was later returned by the bank due to account not found
The customer contacted Ohio Edison on July
17, and was advised that the payment was made
via the Company’s website
and confirmed the bank information provided to process the payment was the account
he advised was closedAs a one-time courtesy, Ohio Edison has
waived the return check charge of $

Customer moved into location 07/29/with an on read of ***. Company obtained scheduled read 08/03/at *** indicating kWh had been consumed between actual reads. Customer provided read on 08/10/at *** indicates that Company read meter correctly on 08/03/and bill
is correct as rendered. Account balance of $($usage charges + $security deposit billed on intitial bill) with a due date of 08/25/16.

The customer was contacted by a representative who reported the following, with reference to the 3rd party supplier inquiry.
Spoke with *** * ***
Explained supplier switch to TriEagle due to government aggregation by Colts
Neck TownshipTownship usually notifies residents
JCP&L also sent enrollment
letter advising of switch with day recision timeframeCustomer declined
checking for cancellation feesDropped TriEagle per customer requestAdvised
will be with JCP&L again as supplier starting 01/13/Bill coming out
01/13/will have TriEagle as supplierBudget will recalculate for
following bill to include entire bill againGave customer Colts Neck Township
phone number *** per her requestPlaced balance on month
installment planAdvised can pay off early if
she wantsCustomer was satisfied

CUSTOMER CONTACT: Called *** *** 2/5/at 1:PM and again on 2/6/at 9:AMLeft a detailed voicemail
both times
This is Denise calling from
Jersey Central Power & Light regarding your inquiry, regarding your difficulties receiving a refund
check,
Effective 3/1/16, all refunds are issued through Citibank via their WireCard;
the card comes with instructions on how to request a paper check or transfer
the credit into a checking or savings account via electronic meansOur records
indicate the remaining $security deposit was released in this fashion on
1/25/Please allow to days to receive the WireCard. Regarding the
higher bills, numerous consecutive bills dating back to 12/20/were all based
on actual meter readsHistoric data indicates winter bills have increased
during the heating season. Thank you
RESPONSE: Numerous
consecutive bills dating back to 12/20/were all based on actual meter reads
Historic data shows two consumption spikes during cold temperatures; however,
this is not always the case. Perhaps electric heaters were used during
these times. Customer contact can help determine why not consistent
degrees | kwh per day
degrees | kwh per day
degrees | kwh
per day
degrees | kwh per day
degrees | kwh
per day
Noted Security Deposit
refunded on 11/24/in the amount of $and on 1/25/in the amount of
$ This will appear on next bill because the most recent bill had
calculated on 1/23/18. Please call our toll free number with any further questions

Customer received an actual bill for service from 1/18/18-2/15/following an estimate. Usage was higher than expected.Customer called on 2/26/to dispute the bill. An order was created to check the reading in the field.Company obtained a reading in the field that confirmed that the
prior reading was accurate. Customer spoke to a Supervisor on 3/9/and advised that a basement window had broken and the basement was flooded, potentially causing sump pump usage automatically. Customer is going to watch future bills. Bills are accurate as rendered

A customer's external credit score is not applicable.Company records show overdue bills in the last months. Unfortunately, the deposit cannot be returned at this time.

The customer contacted OE 9/2/to apply for service at *** *** *** *** ** *** **. Service was denied due to unpaid debt of
$in her nameThe customer previously had service at *** *** **,
Akron from March 6, to December 19, and *** *** ** *** *,
Akron
from January 16, to April 22, The customer had a final balance of
$for the account at *** *** **, AkronThe supplier charges totaling
$were sent back to the supplier and the remaining amount of $was
transferred to the account at *** *** ** *** *The final balance for *** *** ** *** * was $1,Ms*** will need to pay her unpaid debt
of $1,to obtain new service

Initial Business Response /* (1000, 5, 2015/08/14) */
Total account balance is
The customer is currently on installment plan set up 5-11-to pay a down payment of by 5-16-(paid 5-13-15, payment returned 5-22-15) and the remaining balance in installments of plus the bill
for monthsA broken installment plan termination notice issued 7-21-for with a termination date on or after 7-28-
A payment of was received 8-3-15, this is the last payment posted to the accountThe service was terminated for non-payment on 8-10-The company requests (past due + reconnect fee) to restore the serviceThe customer contacted the company 8-11-and attempted to pay the restoral amount by debit card, however the card was declined twiceThe company offered assistance agency information, the customer declined

On
May 30, 2017, a claim was filed for replacement of the pole that had burnt
down. After investigating this incident, Ohio Edison Claims Department
sent Ms*** (customer on record and property owner) a denial letterOhio Edison's position has not changed

Initial Business Response /* (1000, 5, 2016/05/19) */
On April 6, 2016, Toledo Edison was contacted by an Assistance for *** regarding accounts she claimed were sent to a collection agencyUpon review it was determined these accounts did have an incorrect mailing address at the
time the accounts closedA copy of the bills were provided and have since been paid
The bills reflected a February due dateWhen an outstanding amount remains due after the final bill due date, Toledo Edison does use a third party collection agency in an attempt to collect paymentAt this point, it would not have affected the customer's credit
We apologize for any inconvenience