FirstEnergy Corp.

Our signage in stores and on our rebate application does
indicate an ‘up to’ amount for the rebate and specifies that the highest
incentive level is for most efficient units “Earn a rebate of up to $when you purchase a qualified
energy-efficient refrigerator: $rebate for standard ENERGY
STAR-certified
models, $for CEE Tier models and $for CEE Tier models.”
The customer’s rebate was paid in accordance to the model
she purchasedThe customer did call into Honeywell (who is the vendor
hired to implement this program) back in December and said Lowe’s told her it
was a $rebateThe Honeywell employee did apologize for the inconvenience
and offered to send her a check for the difference in rebate amountThe check
was sent to the customer on 1/3/Honeywell also followed up with the Lowe’s
appliance department staff to emphasize the importance of clear communication
re: the varied rebate levels in regards to customer expectations
Recordings of the calls showed the reps followed procedure and
were pleasant on the call

I left a message for ret call from customer and will consider one time waiver with agreement of on time payments. Company's request for deposit is in compliance with NJAC 14:3-Deposits for service (d) and company tariff section 3.09.(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 billsGuarantee of Payment: Where the credit of an Applicant for Service is impaired or notestablished, or where the credit of a Customer has become impaired, a money deposit or other guaranteesatisfactory to the Company may be required as security for the payment of bills for Service before theCompany will commence or continue Service

Initial Business Response /* (1000, 5, 2015/09/21) */
*** *** had service in her name at ***9, from 05/26/to 12/06/
On 06/22/11, the company spoke with Ms***'s son, *** ***, who applied for service at ***The service application was
denied due to *** *** owing an outstanding balance in the amount of $3,from a prior account in his name at this same address
On 06/22/11, the company also spoke with *** ***, who stated that she wanted to keep the service active in her name, even though her son would be the tenant residing thereThe company advised Ms*** at that time, that she would be legally responsible for any incurred debt at this residence because the service was in her nameMs*** understood
On 10/06/14, *** *** filed bankruptcy on the outstanding balance in his name
*** *** then contacted the company to have the service at this address placed in his nameThe service was granted and placed in *** ***'s nameThe final balance in *** ***'s name was $2,
*** ***'s service ended effective 06/25/*** *** is responsible for usage at this residence from 10/06/to 06/25/
*** *** is responsible for the final balance in her name in the amount of $2,from that addressThat balance did transfer to *** ***'s active account*** ***'s total current balance at this time is $2,A payment agreement for months has been set up on the balance
The $return check fees were billed to Ms*** in errorThe company will be in contact with Ms*** to inquire if she was assessed any fees from her bank that the company can compensate for
More Info Received from the Consumer/* (1000, 5, 2015/10/02) */
(Revdex.com Received email from consumerBelow is email message.)
After this letter & complaint were sent to the Revdex.com I found out that I AM responsible for this billThe renter/my son filed his bankruptcy in October last year but he didn't remove my name from the account till December So the bankruptcy never included this bill
I still do not like the way I was informed of this billI never heard I actually had this bill until I received a collection letter from Associated Credit ServicesACS has since told me they are cancelling their account with me
I have borrowed money from my bank to pay this off because Ohio Edison threatened to withdraw the whole amount from my checking through my ACHI allow my utilities to take my payment automaticallyI shut that down because I do not have over $in my account at any given time
I apologize for involving youI didn't knowBut thank you for being so prompt with your response
Respectfully,
*** ***"

Initial Business Response /* (1000, 5, 2015/09/18) */
Mr*** had service in his name at *** 9/8/- 6/17/ Ohio Edison records do not reflect a request made my Mr*** to cancel service Service was disconnected for non-payment 6/17/ Final bill was mailed 6/22/ The
only contact from Mr*** on the account was 9/11/14, at which time he contacted Ohio Edison to confirm the service at ***, as well as 214, and *** were connected and in his name The final account balance was $1,029.23, which was transferred to Mr***'s account at ***
In addition, Mr*** had service in his name at *** 9/3/- 5/4/ Ohio Edison records do not reflect a request made my Mr*** to cancel service Service was taken out of his name, after his tenant contacted Ohio Edison and applied for service in their name Final bill was mailed 5/29/ The only contact from Mr*** on this account was also 9/11/ The final account balance was $51.68, which was transferred to Mr***'s account at ***
The amount due on Mr***'s account at *** is $1040.87, which is past due The 9/3/billing statement included a disconnect notice in the amount of $1,due 9/17/ Payment of $was received, reducing disconnect balance to $ Payment of $required to guarantee service or customer can contacted Ohio Edison for payment arrangements

Initial Business Response /* (1000, 5, 2015/10/22) */
The customer has had this devise at location since when they moved inThe program was discontinued and customer's were notifiedThe customer hired their own electrician and their rate is not regulated, this was the customer's choiceThe
claim has been denied, and is not justifiedI left a message to discuss further with customer and to possibly offer a good will adjustment
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(Revdex.com copied from original document.)
October 30,
RE: Case #***: Jersey Central Power and Light
I have received your letter dated October 23, which only arrived on October 29,
I tried to reach you ONLINE with the website address provided but was unable to get through
This is in response to the BUSINESS RESPONSE dated 10/22/2015:
As outlined in my original letter dated September 25, to JCPL, even though I purchased the home in I was not the owner who had the meter installed and was not even aware that the meter was attached to the air conditioning unitWe never had a need to have repairs done and since the meter was installed inside the unit never knew it was thereWe did notice over the years that the temperature would fluctuate during the day but thought it was JCPL conserving energy
Not until recently when my husband was diagnosed with COPD did we have a need to check into the functioning of the air conditioning He is on oxygen and needs a constant flow of air conditioning to help with his breathing and we discovered the meter and reason for the fluctuation in temperature
As explained in my original letter, I contacted customer service at JCPL three times to have them remove the meter and each time was told JCPL was not responsibleI, therefore, hired an electrician to remove JCPL's meterDid JCPL even bother to read my letter?
Since my complaint to Revdex.com, I have been contacted by JCPL Claims Deptand Compliance Deptin Red Bank, NJ who had given me every excuse to deny my claim for example the program was discontinued in and letters were sent to homeowner's to that effectI have never received such a letter and if the program was discontinued why was JCPL meter still controlling the air conditioning temperature in 2015??
JCPL's good will adjustment of $for a $bill is not acceptable
Sincerely,
*** ***
Final Business Response /* (4000, 9, 2015/11/03) */
$GOOD WILL CREDIT WOULD BE OUR FINAL OFFER FOR ANY ADJUSTMENT

The Customer was sent a deposit warning letter on 06/01/17. The letter explained a deposit would be billed to the account if payments continued to be received late. The Customer did not make timely payments following the letter and was billed a deposit of $on
08/02/17.9/25/- The customer contacted the company regarding the deposit assessed to the account. The company representative reviewed the account, billing and payment history and confirmed payments have not been received in full/on time. On the same day, the customer spoke with a Supervisor, the Supervisor confirmed the deposit request was valid and set up the deposit on a payment plan. The Company is following regulations reading the assessment of the security deposit. The deposit request is valid. Although the customer makes payments, they are not always on time or in full. The deposit is on a payment plan. Payments apply based on the company's payment settlement guidelines

The Customer had service in their name at *** *** *** ** * *** * *** ** *** from 1/29/to 2/2/2016. A final bill was issued on 2/3/for an
amount of $and mailed to *** *** *** *** *** * *** ** ***.
The Customer had service in their name at ***
*** *** ** * *** * *** ** *** from
1/29/to 2/2/2016. A final bill was
issued on 2/3/for an amount of $and mailed to the service
address.
The Customer had service at *** *** *** ** * *** * *** ** *** from 1/29/to 2/2/2016. A final bill was issued 2/3/for an
amount of $and mailed to *** *** *** ** * *** * *** ** ***.
The Customer had service in their name at *** *** ** ** * *** * *** ** *** from 1/26/to 2/2/2016. A final bill was issued on 2/4/for an
amount of $and mailed to the service address
These final bills went unpaid and were sent to a final bill
collection agency
The final balances were sent to final bill collection agency
which do not report to the credit bureauOnce the corrections are made to the
account the customer will be given a new due date and the balances will no
longer be with the final bill collection agency, however if they go unpaid by
the due date of the corrected bills they may be sent back to the final bill
collection agency
Company records indicate that Potomac Edison spoke with the
customer on multiple times on 9/2/2016.
The company representatives reviewed the accounts and a representative
offered to rebill the customer’s accounts based on lessor amounts due to the
issue of the customer being advised they would not be billed for this time
period. An order has been issued to
rebill the accounts and the mailing addresses have been updated to *** *** *** *** ** ***

Company stands by original response and again suggests the customer contact the property owner take responsibility for the service as of 7-2-

The Public Utilities Commission of Ohio recognizes that percent service availability and power quality is not possible It has included in PUCO no11 "Electric Service Regulations", Characteristics of Service Part B: Continuity:The Company will endeavor, but does not guarantee, to
furnish a continuous supply of electric energy and to maintain voltage and frequency within reasonable limits. The Company shall not be liable for damages which the customer may sustain due to variations in service characteristics or phase reversalsThe customer's claim was reviewed and our final position presented.

08/01/16, customer contacted the company to schedule a
pifor the recycling program.
Customer was given multiple options for days when the delivery crews
will be in the area. Customer selected
09/08/16. The customer was offered three
earlier dates but declined.
09/08/16, the delivery crew pickthe appliances as
scheduled.
10/18/16, an incentive check was mailed to the
customer.
11/24/16, customer inquired about the status of the refund
check. Customer advised the incentive
check has not been received
11/25/16, a second incentive check was mailed to the
customer
11/28/16, customer was advised that a new check had been
mailed and if not received she is to contact the recycling program and advise
the check has not been received
Company position:
Customer selected the date the appliances were
picked-up. The appliances were picked up
as scheduled on 11/08/16. An incentive
check was mailed to the customer on 10/18/16.
Customer advised that the check was not received and a new check was mailed
on 11/25/16. Customer was advised to
contact the recycling program if the second check was also not received

The Company records indicate the applicant (Ms***).contacted the Company on 11/10/to establish in her name at the property listed in her complaint. During the application process the representative discovered a final outstanding balance in the applicant's name from her prior
account for service up to 5/21/and additionally she was tied to the property she was requesting service at and therefore she was advised she would be held responsible for a total balance owing of $1928.51. After updating the applicant's financial information she was required to pay $and advised to comply by 11/28/and was denied in writing. She was provided with all agency referrals and payment options. I have not included the denial letter and termination notice issued to the applicant as this information contains all applicant's personal information.If you need additional information please let me know

The
company position remains the same. The customer is paid interest
monthly, which appears as a credit on the invoice. The interest rate is
currently 3.00%. The security deposit is assessed and calculated
based on the regulations which are approved by the PAPUC

Company maintains positionCustomer has not been billed past 08/16/Account balance is $The customer is not due any creditsThe customer made a payment of $on 08/22/17. This amount covered the previous bills that were due which included $dates of service 05/22/to 06/21/due date 07/17/+ $dates of service 06/21/to 07/23/due date 08/15/+ $dates of service 07/23/to 08/16/due date 09/11/+ Late fees of $and $The charges for $will not be removed from the account as the charges were for service from 07/23/to 08/16/17/ prior to the customer cancelling serviceTell us why here

Inspection card received, Notification order number *** was completed on 3/The contact with our Company will be reviewed and the representative will be coached as applicable.

Company was locate the property. The service at the location has an outstanding unpaid balance of over $1,000.00, therefore when *** *** contacted the Company to apply for service, proof of ownership was requested. Mr*** stated he purchased the property from *** *** and Company requested legal documentation; copy of legal deed, bill of sale or title. Also Mr*** has an outstanding past due balance that would need paid before service is granted as well. This information was provided to him by Company on several occasions. After all past due balances are paid in full and legal proof of ownership is received/reviewed, Company will grant service

Initial Business Response /* (1000, 5, 2015/11/20) */
7/28/14, a deposit warning letter was issued advising customer if he continued to pay late a deposit would be required
9/29/14, the deposit amount of $was applied on the account
Documentation does not indicate customer called to
dispute the deposit
3/10/15, Customer called about a high bill of $for billing period 1/30/15-3/03/A customer billing analysis was completed which indicated the customer had the potential of kWh monthlyThe representative advised the prior bill had been estimated, any unbilled usage would show with actual readingThe customer billing analysis shows bill was correctCustomer was satisfied
(Information obtained from prior case ***)
The Customer's service was terminated on 6/4/The Customer was set up on a payment agreement on 6/17/after being terminated for the balance of $9,The balance was broken into month installments of $plus budget billThis was offered in error on 6/12/but the company accepted a payment of $for service to be restored and the remaining was billed in installmentsThe customer was advised that there is a security deposit due of $and the customer was encouraged to contact the company after service was restored to see if it could possibly be waivedThe Customer accepted terms of the agreement and was satisfiedThe Customer's service was restored on 6/16/
7/17/2015, The Customer contacted the Company stating that he did not agree to the agreement set up on the accountThe customer stated that he thought he was set up on a payment agreement for $and not $The representative advised that he is paying $plus payment agreement amount of $The customer was advised that his arrears are $The Customer was advised that the prior call would be reviewed but the company would not offer a month plan for the customerThe Customer was satisfied
A termination notice was issued on 7/21/scheduled for any time on or after 8/4/for past due balance of $
7/28/10:a.m- the Company attempted contact via telephone for the purpose of personal notice of disconnectionMessage was left
7/29/5:p.m- the Company attempted contact via telephone for the purpose of personal notice of disconnectionMessage was left
Service was terminated on 8/5/
The Customer contacted the Company on 8/5/after service was terminated and stated that he was told not to pay anything until the payment agreement was worked outThe Customer requested to speak with a supervisorThe customer was advised of medical certificate and PFA informationThe customer stated that he was set up on a payment agreementThe supervisor reviewed the account and determined that the customer was offered and set up on a payment agreement of $plus budget amountThe customer was advised that this would have been the minimum amount offered to the customerThe Customer stated that he called the company on 7/17/and was advised to not make any payments until the agreement was reviewedThe Customer was advised that the call would be reviewedThe customer was satisfied
PUC case *** dismissed 8/25/
10/19/15, a residential termination notice was issued for an amount of $with disconnection date of 11/02/
10/27/15, Personal notice of disconnection posted at propertyNo contact with customer
11/02/15, Doctor's office contacted the Company for a medical certificateThe representative advised the customer was not eligible for another one
11/02/15, Service was disconnected due to nonpayment of billPost termination notice was given to customer
Later that day, Customer called regarding disconnection of serviceThe representative provided options and advised past due amount of $Customer was satisfied
The Customer has had two or more defaulted payment agreements and is not eligible for lower restoral termsThe customer was previously enrolled in PCAP and removed on 5/31/for failure to recertifyThe Customer's balance includes PCAP arrears of $
Documentation does not indicate the customer disputed his bill and/or deposit after then 3/10/Prior case *** was dismissed
The customer needs to pay $($+ $rec fee) to restore service
Initial Consumer Rebuttal /* (3000, 7, 2015/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Disputes were made with company,we had asked penelec to review recorded audio and we even provided reps names with whom we had spoke with, penelec claims our calls did not get recorded....which is odd bc they always record calls but cant find ours? We have kids total.ages are 5,11,15,Our son and daughter need their breathing machines and nebulizers which the dr faxed to penelec papers stating of medical emergency and penelec ignored
Final Business Response /* (4000, 9, 2015/12/10) */
Company does not supply actual calls to customersOur records are proof of the contactAs stated in the original response, the Company accepted payment of $to restore service then established a month agreement of budget + $Upon further review the agreement amount quoted on 6/12/was budget + $which was high than agreement amount established 6/17/
Customer has had three medical certificates (4/08/15, 8/13/15, 9/14/15) and is not eligible for another medical certificate until balance is paid to zero

I am rejecting this response because:
Attn *** ***Revdex.com Case: ***West Penn Power.Dispute: $168.30Dispute: $232.74Customer *** disputes statements made by west penn power to Revdex.comOn Jan 4th ,and other dates , Mr.*** 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.*** 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 *** house on thermstats andvNew fridge the electric bill increased and not decreased .On Jan 4th,2017 A appeal has made by Mr.*** to PUC on closed case with Investagator *** *** at ***- Case: BCS-*** and dispute of current bill $ & $to be presented to a Judge for a Court HearingAlso Mr.*** at Li Heap office at *** , Confrimed with Mr.*** that $Li Heap payment is missing from *** 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.*** asap when *** gets the emails and info and evidence to Mr.***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.*** and Caseworker *** at westmoreland casemangement and supports inc at *** or ***:ext.*** spoke to *** *** at the dollar energy fund at *** with mr.*** before Jan 4th, they lied to Mr.*** & Caseworker *** falsely stating that A credit payment of $would be applied to Mr.*** west Penn power account before Jan 17th,2017 on the $bill and stated Mr.*** only needs to pay $on the 3rd of JanMr*** *** stated paperwork would be mailed to westpenn power before 17th of January Mr.*** found out today that all of this was not true and it has put *** in a termination situtation with his electric and possibly losing his place on pcap programif a termination is filed against mr*** on his Electric account mr*** has indicated that Li Heap will pay up to $from the welfare office on ***'s account after February 1st,2017.Mr*** did make $western union payment on Jan 4th on his accountCc: Attorney *** *** *** *** ***
*** *** ***P.s evidence inattachments in next email will be sent to you *** ***

Initial Business Response /* (1000, 5, 2015/07/29) */
On 7/13/2015, customer called to see why his bill was $He was advised that it was due to the past due balance rolling over to the next monthHe was advised that during the winter, his usage is highThe average daily temperature was
degreesThe budget amount is currently $Customer was emailed energy saving informationCustomer satisfied
The customer started service at this location in January In reviewing the usage history at this apartment over the past years, there were no bills issued for $30-$60, as the customer stated in her complaintThe customer's winter usage is highThe customer stated in her complaint to you that she has gas heatThe account is coded in our system as having electric heatThe customer can call and complete a customer billing analysis to get an idea of what is using the electric in the homeThe customer can also complete a home energy analyzer on our website (www.firstenergycorp.com), which is the same as a customer billing analysisThe Company obtains an actual meter reading every other month according to our bimonthly meter reading scheduleThe actual readings confirm that the bills are correctCompany records do not show that the customer requested that their meter be replacedThe customer can have the meter tested for a $feeIf we find that the meter is faulty, the fee is refunded to the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I informed the business MULTIPLE times (every time I called which has been 4-times since moving in) that the apartment has gas heatIt is hooked up to gas and can be proven to have gas heat by looking at the thermostats and our gas tankThey continued to say we had electric heat as a mean of explaining why they were charging so muchThe landlord requested a new meter be placed in as she has owned the building for many years and has never seen bills as high as ours, so my husband called approx2-weeks ago and requested the meter be replacedWe have a washer and dryer, TV, ac, an electric stove, fridge and fans (all of which are new energy star appliances)These are the only things hooked up to the electric in our apartment besides our occasional phone/laptop chargeThere is no possible way for our bills to be that high every monthThe satisfied response was due to them making arrangements to do payments to keep our electric on, not to the amount of the bill
Final Business Response /* (4000, 9, 2015/08/10) */
The company has the location listed as an all-electric property and sees an increase in usage during the heating season due to electric heating being usedThe electric heating will cause the usage to increase even if the customer is not in the residence unless the unit is turned completely off
The bills are high due to accumulated arrearsThe balances were not paid in full by the due date and rolled over onto the next billThe account opened January and the first payment was received on the account June
The company has no record of the customer requesting the meter at the residence being testedThe customer should contact the company to request a meter testThe company has no record of contact from the property owner concerning the location
Final Consumer Response /* (4200, 11, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is electric and GAS regardless of what your "records" indicateThere at one time was electric baseboards but the supply has been turned off by the property ownerWe have proof of gas in our gas bills, and gas companyThe bills were not being painted sure to PENELEC refusing to do anything about the overly high bills

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

Balance on account is $2049.60, the company has afforded installment plans in months to the customer, and medical emergency stays in monthsAll regulations have been met, I left a message for the customer to contact our collection center Customer needs $no later then
5./in order to prevent disconnection of electric service. She has paid the required amount .