Peco Energy Company

Review: My power was turned off wrongfully by peco and there is no urgency in correcting this error, stating they have 24 - 72 hours to correct this!! The customer service rep I spoke to said that she is unable to put a rush onDesired Settlement: My power was turned off wrongfully - urgency in correcting this error

Review: The company turn off my electric offer to pay half what I owe then they willing to take the money but will not turn the service back on untill it pay in full it cold in [redacted] and my heater is run by electronic so me and my kids have no heat and my son have asthma and he know has a cold and is every sick.Desired Settlement: I would like a better payment arrangement.

Business

Response:

Good Afternoon [redacted],

Please contact our office at ###-###-#### to discuss your concerns in detail. Please request to speak with Supervisor, Ms. M[redacted]. Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Review: Our power went out due to the ice storm on 2/5/2014 at 3 am. Over 48 hours later it is still it is still not on. The website keeps updating that it was to be fixed the first day. Then it changed to the next day. Then they changed it to Sunday. Now they say they have no idea when the power will be back. We have 3 small children. 2 of which have respiratory problems. Included in that I have asthma myself. I understand the difficulties of repair after a major storm but going on 3 days is excessive.Desired Settlement: To have our powered restored immediately.

Business

Response:

Good Morning **. [redacted],

Please contact the company at ###-###-#### to discuss your concerns in detail and to have a claims form sent to you. Thank you.

Review: It was brought to my attention today, 1/29/14, that PECO had failed to rejoin the Natural Gas charges and itemization to my account since their cessation and subsequent resumption of my gas services back in July. Thus I am now told that because they forgot to connect the gas usage to my account when it was reconnected I am now going to be accountable for 6 months worth of usage charges with the company. To be fair they did say they would offer a payment plan, but this is just one more nail in the coffin of bad service from PECO.

Before when they disconnected my gas service for non payment they made it exceedingly difficult to reconnect said service. Once it was paid I was told I MUST be present for them to reconnect as they needed to ensure that the pilot light in my furnace lit. That made perfect sense. What did not make perfect sense was that I then had to be home for 48 hours and could not have a window of when they might come out. With a full time job this was already difficult. What added to it was that apparently, according to PECO, you must wave the service tech down or be waiting for them outside, at an unknown day and time, because they said "The tech is not required to come to your door and knock or ring your doorbell." Ok so I know I could be slow, but how exactly am I supposed to know when to stand out there to ensure I catch the tech and lead him inside????

This company has gotten too cavalier in it's practices given that they do nothing to help the customer fulfill the roll of being helpful to get their services back. The real world in this economy doesn't allow for a 48 hour window of skipping employment and standing on sidewalks waiting for service techs who may or may not come at a time you're in sight of their service truck.Desired Settlement: Give people a chance to work with you. Give us windows of when you're coming out. Or better yet, call cell phone contact info when you're at the stop prior to mine. Make it so people don't have to lose two days of income to resume their power/gas services.

Take accountability when the company fails to bill me in a timely fashion for their services due to an error on their end. Give me a credit because it's not like I was involved with their mistakes and expecting me to just roll over and cough up 6 months of bills is not realistic with people's tightening budgets nowadays.

Business

Response:

Good Morning [redacted],

Please contact our company at ###-###-#### for a detailed explanation in regard to your concerns. Thanks.

Review: I apply for a new service in peco energy and their customer services they told us to send some documents and we send it but until now and every time we call they said that is not updated in their system and they really have very poor customer services and we do not have or electric on and they have our phone calls recorded in their system. Also they said that is going to be three day now is going on the fifth day and we did not hear from them any thing and every time we call them they really saying the same thing again and again and they do not give us a real reason that they did not receive or fax and I failt that they really do not care to good customer service to people. And really until today I did not find real Anser to my case so I really do not understand what's going onDesired Settlement: I need my electric to be on because I have a 45 days old daughter so I am really need the service and is really frustrating just call and keep calling for no reason and not getting no answers for anything.

Business

Response:

Good Morning,

Company records confirm servcie was established in your name effective 9/25/14. If you have any further concerns, please contact us at ###-###-####. Thank you.

Review: I rec'd a shut off notice from Peco, for Sept. 3, 2014, if my past due balance of $519 was not paid. I called Peco and got an extension for my shut off date, giving me until Sept. 12, 2014 to pay my past due balance. I sent Peco a payment for $260 on Sept. 5 & Sept. 12, 2014, totally $520. Today I rec'd another shut off notice for Sept. 26, 2014, which was prepared on Sept. 12, 2014, in the amount of $346.52. I called Peco, since this shut off notice was prepared on the same date that my second payment was made, thinking maybe they hadn't processed my payment beforehand. The rep told me that they have posted my payment, but the shut off still stands. This shut off balance, is my regularly scheduled payment which was Sept. 12, however, the rep told me that Peco can generate a shut off notice when payment is a day past due. This is unfair and unethical... two shut off notices within the same month, even though I made payment on my past due balance by the given date... Peco hasn't even given me a chance, and prepared this shut off notice on the date that my September bill was due. I feel that Peco is trying to back me into a corner, by having my services shut off, in order to collect extra fees such as reconnect fees, and force me to make a deposit onto my account before my service can be restored. They have done this to me in the past.Desired Settlement: Peco needs to practice fair and ethical collection practices. If I have paid my past due balance, then give me time to pay my current month's charges, not schedule a second shut off notice (within the same month) on the date that my current month's charges are due. I have never seen such unethical practices.

Business

Response:

Good Morning,

Company records confirm you have filed a PUC complaint in regard to your concerns. Please contact the PUC at ###-###-#### for a status of your complaint. Thank you.

Review: Peco came out on july 1 2013 to fix my underground service wire.

They drove in to the lawn and left afew tire mark which kill my grass.

They dig up the lawn and under the tree and never fill it back with dirt.

The root of the tree are exposed . I had try to call peco many times and they said it

Cause by a storm damage and will not do anything about it. Which is not true .

All I want peco to do is cover the tree root up with dirt and if the tree die please remove and plant another tree for me. Please help meDesired Settlement: Grow grass where tire mark was make,fill dirt around tree where root expose.

If tree die remove tree and replace tree of same size

Business

Response:

[redacted]

Thank you for your inquiry. Based on documentation on your account, you were advised on 7/10/13 that the company is aware of the issue and repairs will be made as soon as possible. If you have any additional questions, please contact the company at ###-###-####. Thank you.

Review: I have been a loyal customer of Peco for over 30 years, my services were never shut-off. My husband lost his job last year and I got behind on my monthly payments. I set up a payment plan to get caught up, a payment was due on 4/28 I mailed the check but it was received 3 days late.

On 5/9 I received a letter from Peco requesting a deposit for $280.00 The letter states that Peco will ask customers for a deposit if they cannot verify their credit history or if they have multiple late or missed payments.

I contacted Peco and ask them to waive the deposit which will be a hardship they refuse, Im caught on my payments. My balance owed to Peco is $157.32 due on 5/27Desired Settlement: Waive deposit of $280.00

Business

Response:

Good Morning [redacted],

Please contact our office at ###-###-#### to discuss your concerns in detail. When calling, please request to speak with a supervisor in our credit department. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Complaint Detail / Problem

Nature of Review:

Customer Service Issues - The failure to respond to phone calls or written requests for assistance or support

Problem:

I submitted a complain to Revdex.com against Peco Energy on 5/12/14 assigned ID# [redacted] I received a response to contact Peco credit department and ask to speak with to a supervisor. I called the company on 5/19/14 gave the information to a customer service representative, I was inform that a supervisor will give me a call back between 24 to 48 hours. I did not receive a phone call. I made a second call to Peco on 5/27/14 spoke to a customer service representative in the credit department, I was told again to leave my phone number and I will receive a call back from a supervisor in 24 to 48 hours, I did not receive a call from a supervisor.

Desired Outcome:

I made a payment of $159.00 on 5/27 I was told that it will be applied to a security deposit which I'm disputing.

Regards,

Review: On Sept 10 I was told I only had to pay $522.84. I paid the following amounts $300, $80,$60 totaling an amount of $440. I still owed $82.84 for what was agreed upon. Peco did not contact me about the owed $82.84 and Shut my power off as of 9/25/2014. The original payment plan that was agreed upon was $105 monthly on top of the monthly bill. After calling and speaking to 8 different employee's all refusing to help me and when I request to speak to a manger im placed on hold for over 3 hours and never reach a manger. PECO employee's instructed me to call 8 different numbers requesting for help but all the numbers I spoke to informed me they can not help or I need to apply after November 1st 2014. My Husband is of CPAP for Sleep Apena and can die with out the use of his Breathing device. I have used 3 Medical Doctor note to assist with this problem. PECO informed me that they changed they orignal Medical contract from 3 times a year to 3 times in 4 years instead and admits they NEVER told Customers. PECO refuses to help me at all and does not wish to set up a payment plan.Desired Settlement: Turning on the Electrical power to my house and re-opening the payment plan agreed from the start. Contact of Director or President of Customer Affairs due to the rudeness of the employee's I spoke to and being placed on hold for over 3 hours when requested to speak to a manger.

Business

Response:

Good Morning,

Company records confirm the account was placed on payment terms on 10/7/14. If you have further questions and/or concerns, please contact our office at ###-###-####. Thank you.

Review: I am 19 years of age, I have lived at this address with my father. My father left me and my mother and a big bill, we where told that we would have to put the bill in our name and were responsible for part of the bill, we agreed. Now they refuse to give me service, saying I have to pay the full Balance. I gave then $500 and they shut it off anyway. If I have to pay fair is fair, I said I would pay part of the bill, but not all of it. I was refused to even have service put in my name, and that is what they told me to do. I am trying to go to school, I need power to survive, I need my education and I can not get it in the dark. I am just trying to get help someway somehow, I don't have $1500.00.Desired Settlement: Need help getting payment arrangements

Business

Response:

Good Afternoon [redacted],

It was determined on 6/4/13 that you were previously affiliated with the property(listed on financial). Based on this, new service will not be established in your name at the property. Please contact our office at ###-###-#### for further information. Thank you.

Review: Okay first off I have been living at [redacted] for about a year, and never ever have I had a bill this high. This seem to be really unfair and unrealistic to me and makes know sense to me at all!! I live in an apartment, not a house. My household consists of 2 small children and me as an adult, and my bill is still to remain at $835.53 a month and this seems inaccurate and impossible for me to understand. If I am not here for roughly 8-10 hours of the day how can this be so??? I am on the phone with PECO for roughly 2-4hours a day and know one seems to have a solution for me except switch me from department to department telling me that it's nothing that they can do, and for me to get on an agreement with them I have to pay a total of $2600 dollars. I don't know anyone in their right state of mind that will have that type of money to pay for a light bill! I cannot afford to have my lights cut off, nor can I afford to pay a bill of $4,000. Can you please with everything you have HELP ME!!!! I don't know what else to do!! I have been transferred from department to customer service to financial care and still I have NOT satisfied with the way I am being treated neither am I satisfied with the bill that comes to my house a monthly basis. I don't know what else to do or who else I can turn to.

Business

Response:

Good Afternoon [redacted],

Please contact our office at [redacted] as soon as possible and request a High Bill Investigation. Thank you.

Review: Peco has sent me three separate bills in three different amounts demanding payment for a remainder due on a deferred payment plan bill in the amount of $84.37, a demand for a deposit of $275.00 -I have been a good and faithful customer since 2005 and have never received such notice before and a demand to pay $302.78 all on the same day. I made the payment due this month of $150.00 as requested and am now being threatened with having my electricity turned off because the payment was a few days late.Desired Settlement: Reinstatement of payment plan and drop of unlawful charges or I will take this matter to my attorney and ABC news.

Business

Response:

This is in response to ID#[redacted]:

The customer contacted PECO and spoke with credit department. The customer was reinstated on a payment agreement.

If there are further questions or concerns, the customer can contact oue credit department @###-###-####.

Thanks

Review: As a resident of Philadelphia, PECo Energy only provides electric service to my home. Within the past year, I have received communications to seek service from another supplier. My average winter bill is approximately $80; summer bill is approximately $60. I should be receiving my billing statement electronically each and every month. Unfortunately, such statements are inconsistent. In any case, I owe PECo Energy $80 and they want a deposit of $150. I have been a customer for at least two years. All pertinent information was given and at the onset, I paid a deposit which later was credited. Now, they are saying due to two or more missed payments, (again, I only owe them $80), they are seeking another deposit of $150. There customer service representatives are completely arrogant, rude, and threatening. PECo has allowed individuals on the [redacted] to run service into the thousands and not pay, and they are more considerate. Personally, they geographically discriminate.Desired Settlement: Since I worked for the orginal Philadelphia Electric Company prior to [redacted] invasion, such treatment of customers would never had been permitted. I am seeking PECo to withdraw such a deposit request and the threat of termination of my service.

Business

Response:

Good Morning [redacted]

Please contact our office at ###-###-#### to discuss your concerns in detail. It appears you enrolled the account in Web Billing on 3/5/14. Once enrolled, bills are only sent electronically to the email address you placed on file. Thank you.

Review: On 06/24/2013 I received a call from a [redacted] at [redacted] Collections Agency [redacted] at approximately 3:42pm. [redacted] informed me that she had placed a collection on my credit report for an unpaid peco bill from an address dating from 2008. She also informed me that Peco had been sending bills to me at that address since I moved about the outstanding balance. The address is: [redacted]. I informed her that there was no balance pending on that address and that I didn't owe peco any money.

After moving from [redacted] in [redacted] in 2008, I paid the Peco account in full and I had the services transferred to my new apartment.

In 2008, I moved to [redacted] in [redacted], where I continued my Peco Service and any balance due has been paid in full. In fact I am on the Peco Website now and as of today I have a zero balance due to peco.

I have been a Peco Customer from 2006 until February 2012. I have never been contacted by Peco about any outstanding balance owed for the address they are saying I owe a bill on. They certainly had a forwarding address for me on file. I have spoken to reps several times on the phone. In addition, I also contacted them back in 2011 when I became a victim of Identity Theft. So they had my contact information on file. In fact I am on the website now and my phone number is listed and has not changed. In addition, my last address on file with peco 2305 [redacted] and per the website there is a zero balance due

I do not owe any money to Peco and I would also like this to be removed from my credit report immediately. Otherwise I will contact the Attorney General and seek legal remedies. Please reference account number [redacted]Desired Settlement: I would like this to be expunged from my credit report immediately. I do not owe Peco any money. Otherwise I will file a lawsuit if this affects my credit negatively.

Business

Response:

Good Afternoon [redacted],

Please contact our office at [redacted] in regard to your concerns. Company records confirm you were contacted by a Company representative on 6/26/13 and your issues were addressed. Thank you.

Consumer

Response:

I was contacted by [redacted] from Peco Corporate office. I am working with [redacted] to resolve this matter. Thanks for your assistance. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: someone switched service into their name at my address, without my permission. I never cancelled service, or transferred service. This person had an outstanding balance from a previous address. when I spoke with peco they stated they needed me to provide proof of my residency. I sent them a copy of my lease, to where I have lived for the past 6 years. After sending this information, I was advised they will not transfer service back into my name until I pay the outstanding balance of the bill, from a previous address. I did pay them $431.25, which was the amount accrued for service at my residence and was then told, those monies went towards the past due balance. I have now been informed I will need to pay $1150.00, to have service restored back to my name.Desired Settlement: to have serviced restored back to my name, since I never cancelled to begin with

Review: Failure to help me with shut off notice and I'm on a fixed income with 3 children 1 on a nebulizer. I cant afford to have my electric turned off!Desired Settlement: A lower payment arrangement.

Business

Response:

This is in response to ID# [redacted]

The customer can contact our credit department @###-###-#### or CAP @###-###-#### for payment agreement.

Review: In summary:

1. PECO gave another customer access to my personal information, including at least my contact information and social security number, exposing me to identify theft.

2. PECO confused my account information with at least this one other customer and as a result has given me inconsistent information regarding my final bill.

3. Just one week after receiving notice that PECO had changed my final bill from $0 to $478, I was contacted by a debt collector set upon me by PECO for supposed delinquency. This action has already negatively and unfairly impacted my credit score.

Identity Exposure:

I established an account with PECO for service in [redacted] PA, under my maiden name. In June of this year I was called on my cellphone by another woman with the same exact name as me except for a different middle initial. This stranger then confirmed my identity by telling me my own past billing information and social security number, which had been supplied to her by PECO. She called me to inform me that after realizing my address and details were attached to her name, and fearing that her own information had been compromised, she had canceled our electric service to protect her own identity and credit.

Note that PECO didn't follow up to discover why our accounts were mixed: I had to call PECO to get my service reestablished. During this effort PECO created a new account number for me and, adding insult to injury, billed me a new account set up fee despite an assurance this would not happen.

Failure to acknowledge or correct mistakes:

This event has triggered several months of stress, anxiety, and confusion between ourselves and PECO. During this time PECO has repeatedly failed to acknowledge any failure or responsibility on its part, nor to correct these egregious errors. Repeated calls to PECO's "customer service" department failed to get even the simplest parts of my account changed, e.g. my name corrected, and also never resulted in any assurance from PECO that my identity was safe from further exposure to other customers. Attempting to explain the situation to PECO customer service was futile. PECO's service was so terrible that we even had to discontinue a call with a PECO customer service supervisor to avoid being verbally abused any further.

When my husband called to follow up during the last week of August and attempt again to correct my account, he learned that my account was still attached to numerous addresses in Philadelphia that we didn't recognize, much less authorize for electric service. It was only two weeks ago, in late September, that I finally received a bill that had my correct name on it.

Highly suspect bill amounts:

When my husband called in August, he was told that we owed nothing for our final bill, which we thought was a welcome but yet only partial acknowledgement of the huge mistakes made by PECO. Then two weeks ago, on September 25th I received a bill for $393.55 and on the very next day, September 26th I received a bill for $478.44.

First, we remain highly skeptical that our final bill could be so high, given that our maximum summer bill before this was less than $200.

Second, the due dates on these letters were listed as August 8th and 14th respectively, so I assume they were mailed before my husband called during the week of August 26th and was told we owed nothing.

Third, PECO believed our correct address was in Philadelphia when in fact we lived in [redacted] an hour's drive north.

Therefore, PECO held the views that (1) we simultaneously owed both nothing and $478.44, and (2) we were responsible for the electric service at an address we had never heard of. Obviously we are highly skeptical that PECO's tallying of our final bill is even remotely accurate.

Summary:

PECO bears full responsibility for these mistakes and to assign a debt collector to our bill is grossly offensive, unfair, and unwarranted. Clearly, given PECO's confusion around which addresses are attached to which customer, we want a full auditing of these charges before paying what we correctly owe.Desired Settlement: 1. A full correct auditing of our bill responsibility, to include verification of addresses attached to my account and certified meter readings. This shall also not include charges for late payment, etc. Of course we expect that at a minimum PECO will take the morally correct path and waive any amounts owed by us as acknowledgement of PECO's responsibility for causing my husband and me much stress and anxiety, for wasting my time and my husband's, and for the simply horrible customer service we were subjected to, among other harms.

2. Cessation of use of third party debt collection services by PECO with regards to my account.

3. Deletion of the delinquent notice sent to credit bureaus, full restoration of my previous excellent credit report, and written confirmation of these actions.

4. A written guarantee that my personal information, including but not limited to my contact information, date of birth, and social security number, will not be made available to any person or entity external to PECO, and nobody within PECO who doesn't possess an absolute need to know. My information should be forever deleted from PECO's records following satisfactory resolution of our complaint.

5. Reimbursement for credit monitoring services provided by an independent third party.

6. A written apology for this entire abysmal experience, one caused solely by PECO's negligence and incompetence.

Business

Response:

The complaint was acknowledged on 10/15/13 and referred to the organization that will handle the customer's complaint

Business

Response:

The complaint was acknowledged on 10/15/13 and referred to the organization that will handle the customer's complaint

Review: I moved from an address into my new apartment. When I called PECO back in June to discuss what actions need to be taken. They had explained to me that my bill had a balance of 254.42. I told them that the new address had all utilities included so it wasn't necessary to transfer the electric. I also was telling the woman that the electric had been turned off because of the balance being owed. I was trying to clarify with her that if I were to pay the balance of 254.42, the electric will not be turned back on at that address because I will be no longer living there, she assured me no. I felt like she was misunderstanding what I was saying so I made sure to clarify it with her. She repeatedly told me that if I pay the balance I that will be it. I moved into my new apartment and recently got a phone call that new balance is now up to over $1000.00. When I called them they said that new service charges were filed from a couple of weeks after I left until about a week ago. Dates ranging between (June 16th 2013 - October 9th, 2013). I have never had a PECO account before and explained this to the woman from PECO that I did not know what to do from here. She assured me to just pay the 254.42 when I could and that would be it. I do not understand how since I have not lived at the address how it is up to so much money. When I called today the man explained that the woman had never documented my call and that they haven't spoke with me since when I moved in there. Also, he told me that the new charges were from service. I do not understand that if the electric was shut off the day that I left, how it was new service charges. I can provide a Notarized letter and lease of my new apartment from the date I moved in. Also I am going through my phone records now for the date and time and amount of time I talked with the lady from PECO the first time. I tried to explain to them that I will pay the original 254.42 but the other services are from the person living there now. I do not get hoe the electric can be shut off from lack of payment and then get additional $1000.00 in charges. Please help me.Desired Settlement: I will pay the original 254.42 that is owed form the day I left. But the additional money is from the current resident that lives there. That bill should go to them. Not me.

Business

Response:

Good Afternoon **. [redacted],

An investigation was initiated on your account today, 10/9/13. A representative from the company will contact you shortly. Thank you.

Review: I am being billed 175 in order to switch over service to a new address. I have been a good standing PECO customer for over 2 years now paying my bills in full and on time. I notified them of my transfer of service about a month ago and received no notice that I would be charged 175 to be able to move. I don't see why I have to be charged this amount. I am not a different person, I think I have more than verified my ability to pay my bills on time with them for over 2 years now. So why am I being charged this ridiculous amount to just say that I need my bill sent to a different place? I do not remember them saying at the time of transfer and me calling the company to transfer that I would be required to pay $175. I called and asked them why, at first the customer service representative said they weren't sure because they show no late payments on record. They transferred me over to the credit center who then informed me that because I have established a new residence they need that money. I asked why and they responded with no good reason other than because it's a new residence. I told them I have paid on time in full for over two years, I'm not switching over to another person paying I just moved to a different location. The response was yes a different location so you have to pay. This still does not satisfy my question what for, what reason do you have charging me another deposit ( I originally paid a deposit at my previous location) after I have been a good standing bill paying customer for over two years? I asked to speak to a manager, so now I have to wait at least 24 hours for a call back if I do even get one.Desired Settlement: I would like the $175 fee waived, and an explanation of the policy and a location of where this deposit policy for already existing customers exists. They have not provided a reasonable answer for why I should have to pay this fee.

Business

Response:

Good Afternoon [redacted],

Please contact the company at [redacted] so that we may address your concern in regard to the deposit. Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it albefore sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: My account had been over charged and I was billed for about 800 dollars of over charges. I called peco trying to resolve the problem. I was told by peco that I qualify for their cap program and the cap problem will help to resolve the over charges on my account . I signed up for the cap program and the representative informed me that the 800 was waived since I was a cap member. The following month bill only reflected my current charges so I believed it was waived. On July 10th, I called peco to close my account or transfer it to my new residence. The representative told me I couldn't use peco at my new address and I needed to close my account. I asked about my final balance. she also informed me of my final charges and asked me to contact cap to make sure there weren't any charges on my account with them. I told her there shouldn't be any charges on my cap account since the 800 was waived. That was when she informed me that I would be responsible for the 800 since I was moving and closing the account. After speaking to her I called cap and the representative said I would be responsible for the 800 that was previously waived since I was moving and closing the account. she said its only waived after years of membership. I had been a peco customer for over 5 years . I explained to her that I was not aware of that. The representative I initially spoke too failed to tell me that. He only told me it was waived and taken off my account. He failed to explained in details about any conditions regard the money. They failed to provide me with the important information about their policyDesired Settlement: I was promised that the 800 dollars waived so I would like the 800 dollars waived and my bill adjusted.

Business

Response:

Good Morning Ms. Boison,

Please contact our office at ###-###-#### for a detailed explanation as to why you are responsible for the remaining CAP pre-program arrears balance of $839.48. Thank you.