Pennsylvania Gas & Electric

Review: We received several call from [redacted] at PA Gas and Electric claiming that they were offering a better rate for electric. We were currently with [redacted]. The first call we told him that we would have to discuss it and he could call us back in two to three days. He did call back and again discussed the much lower rate of electric they could offer us. Since our electric bill with [redacted] was pretty high = the rate he offered us showed a significant decrease in our monthly bill. So in September we agreed to go with them. The bill we received in October was lower - not significantly but lower. Then the next bill we received was significantly higher. We tried to contact them with no contact from them. We left many messages to ask why the rate we agreed to in September only lasted one month and then they put the rate up twice as high as we agreed. Then in December they raised the rate 3 times the rate we discussed with them. Finally we got a hold of someone from that company who said that the rate they quoted was only for the initital month and then it was free sailing on what they would charge us and that in the small print on the back of the letter we received stated this - let me tell you it does not,. Also we tried to contact [redacted] on the phone number he gave us and we only get his answering machine of which we left at least 10 messages but he has never called us back. Now we are back wtih [redacted] and now have an enormous bill to pay and nothing to fight back with.Desired Settlement: I would like a decrease in our December and January bill from them. I am going to pay [redacted] what portion of their bill that is directly to [redacted] but I am refusing to pay the amount owed to PA gas and Electric until they adjust the bill.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) contacted [redacted]. [redacted] on January 31, 2014, regarding the complaint **. and [redacted]. [redacted] filed concerning the sales call they received and the alleged: billing discrepancies with their electric account and rebate **. and [redacted]. [redacted] feels is owed to them. During this call, we offered to play for [redacted]. [redacted] the Third Party Verification (“TPV”) she had participated in to enroll their electric account into PAG&E’s variable rate program, however, [redacted]. [redacted] declined our offer to listen to the TPV.

Review: I was contacted by the Pennsylvania Gas & Electric Company and they told me that they could give me a better kilowatt rate per hour for my electric so I agreed over the phone to this. They never told me about there variable rate and that they would double or triple my rate during the coldest months of the year. They are absolute crooks ripping people off that are hoping to save a buck but in the end result they are just being manipulated by these people so they can rip them off. I asked for the money difference back and I have yet to receive a reply.Desired Settlement: I would like the money difference paid back to me.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) contacted [redacted] on May 12, 2014, regarding the complaint [redacted] filed concerning the sales call he received, the rates associated with his electric account and the rebate [redacted] was allegedly promised. During our conversation with [redacted], we discussed the below facts and findings regarding the concerns outlined in his complaint.

Review: I have received numerous calls from a "[redacted]"- and while she names several companies, she begins each call or voicemail with the "urgent need" to discuss my [redacted] account. She is a third party supplier- I believe from Pennsylvania Gas and Electric. She is terribly rude and forceful. I have asked her repeatedly to not call again. My largest concern is not for me, but for the alarming way they leave messages and speak to me about my [redacted] account. I suspect that less savvy people would be inclined to give her their account information.Desired Settlement: I would just like to have the vendor identified- and if they are representing PG&E- that they end the practice of soliciting customers in this very unprofessional way.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of **. [redacted]’s complaint received on April 16, 2014, regarding the alleged sales calls **. [redacted] received and her request to be added on PAG&E’s internal “Do Not Call List”. Upon receipt of this complaint, PAG&E immediately added telephone numbers ###-###-#### and ###-###-#### to our internal “Do Not Call” list to ensure that **. [redacted] does not receive future sales calls from our company.

Review: Pennsylvania gas and electric (PG&E), an energy supplier and who I currently get electric from has charged me 0.2973 cents a KWH while the electric company which reads the meter and bills me ([redacted]) only charges 0.0818 cents a KWH.I called up PG&E and explained the charge and asked why so high? They told me it was cause of the weather we had recently and said they will send a refund check to me. After that refund the rate now (0.1465 cents KWH) would still be higher than [redacted]'s rates. I know we had some bad weather but they are only a supplier, they don't read the meters, go out and fix the lines when they go down in bad weather (snow and ice). Actually I didn't lose power for more than 5 seconds and don't think the berks county PA had any real problems, mostly towards the [redacted] area.I think this would be considered price gouging. I could see [redacted]'s price go up some, which it didn't on their price to compare on the bills I get, since they have to maintain the lines. But for just a supplier of energy to charge over 3 times the rate has got me ferrous, and considering going back to [redacted], they can lose my business.Desired Settlement: They (PG&E) will be issuing a fund check to me but with that the rate is still almost twice the rate of [redacted]'s. I would like to see them match it or beat it since that what this energy deregulation is suppose to do and they did on the first 2 billing cycles.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of a complaint filed by **. [redacted] on February 24, 2014, regarding the rates associated with **. [redacted]’s electric account.

Review: I have called PAG&E for over a week and left my information with the reseptionist and was told that she would have a customer service rep return my call. I have also left my information by voice mail and also my phone number for a call back and that my place in line would not be lost. I have been calling PAG&E since 02/10/14 and I have yet to speak with someone who can help me.

PAG&E wanted my business and they did not stop calling me when they wanted me to switch to them to be my electric provider. Now they will not call be back. My Electric company is [redacted] and they told me that I had to contact PAG&E to have cancel them as my provider and go back to [redacted]. Last month [redacted]'s rate was 8.18 and PAG&E was 29.21 which was totally out of control.Desired Settlement: I would like to have them adjust my bill for that past month. 21.03 is a little rediculas over what [redacted] is. I can see a little more but this is uncalled for.

Bottom line is I would like an adjustment on my bill and also to cancel them as my electric provider.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of **. [redacted]’s complaint dated February 19, 2014, regarding the rates associated with her electric account and the alleged rebate that **. [redacted]’s feels is owed to her.

Review: This company is charging unfair and unreasonable prices with regards to their service and provided no warning to the changing of the price. On my February 12, 2014 billing statement, this company charged me $0.2209 per Kwh when the [redacted] Price to compare was $0.0717. When I called to complain, they immediately and without question issued me a refund of over $500 (my bill was over $1400 for that month). The person on the phone apologized and when I said that I was still being charged twice the going rate, they said to wait until my next bill and see what we were charged. On the April 14, 2014 bill, they charged me $0.1562 per kwh when the price to compare is $0.0735. On my recent bill just received today, they charged me $0.1065 per kwh when the price to compare is $0.0771. I called today and asked why I was being charged these rates when there appears to be no rhyme or reason to what I am billed each month and also no notification of what my rate is going to be until after I receive a bill. The person on the phone explained that I was on a variable rate program and that they could charge me whatever they wanted. Now they tell me it will take 20 days to cancel when I don't have a contract with them. I don't trust anything this company says. They tried to get me to sign up for a new two year fixed rate contract.Desired Settlement: I wish to have my account billed at the price to compare rate for the last three billing cycles and refunded the difference. They billed me more than that from September through January but I'm only going to contest the last three bills. I also wish to have my account terminated immediately and service restored to Penelec. I am very fearful of what they may try to charge me as a rate on my last bill.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of **. [redacted]’s complaint dated April 11, 2014, regarding the rates associated with his electric account, his request for cancellation and the alleged refund that **. [redacted] feels is owed to him.

PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on January 10, 2013. **. [redacted] voluntarily enrolled his electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility. Additionally, a welcome package was mailed to **. [redacted] on December 19, 2012, which summarized the variable rate program in which **. [redacted] enrolled, along with our terms and conditions.

As stated in our terms and conditions, which were mailed to **. [redacted], pricing for this variable rate plan for his electric account is as follows: “Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax. Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins.” Accordingly, since the market prices have increased due to market volatility, our rates have increased.

On April 11, 2014, **. [redacted] contacted PAG&E’s customer service department to request cancellation of their electric account with PAG&E. PAG&E immediately processed the cancellation of **. [redacted]’s electric account. We have confirmed that **. [redacted]’s electric account has been cancelled and is scheduled to return to the utility on May 8, 2014. Please be advised that PAG&E does not control when a customer’s account is to be return to the utility. This date is provided to PAG&E by **. [redacted]’s utility.

Moreover, PAG&E conducted an account analysis of **. [redacted]’s electric account and on March 3, 2014, as a good-will gesture, PAG&E offered **. [redacted] a rebate in the amount of $568.83. **. [redacted] accepted the offer. PAG&E confirms that **. [redacted]’s rebate check has been processed and mailed to **. [redacted] on March 10, 2014.

Additionally, upon receipt of **. [redacted]’s complaint, PAG&E conducted a second analysis of **. [redacted]’s electric account and, as a good will gesture, PAG&E will send **. [redacted] a second rebate in the amount $215.00. Additionally, we determined that the high usage reported to PAG&E by **. [redacted]’s utility is partially responsible for him receiving a higher invoice. **. [redacted] is advised to contact his utility to discuss this matter.

We regret any inconvenience that **. [redacted] may have experienced with our company. PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide. PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.

Finally, we have placed telephone numbers ###-###-#### and ###-###-#### on our internal "Do Not Call" list to ensure that **. [redacted] does not receive any future sales calls from our company.

PAG&E has upheld its contractual obligations and considers this matter closed.

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 this company is basically saying they can charge whatever they want regardless of the "going rate" for the service. Further, why does it matter how much electricity I used? I did not bring up the quantity used. I am only questioning the rate. The rate should not vary based on amount used. I have also yet to receive my final bill and who knows what rate I will be charged for my final month of service. Charging 22 cents per kwh when the going rate is around 7 cents per kwh is price gouging. My original request for resolution stands. Refund me the amounts due based on the going rate for service during the account periods I mentioned previously. Further, I mentioned in my initial complaint that they had sent a refund check but that it still had them charging me over 200% of the going rate for that month's service. I am not agreeing with them that this matter should be closed especially in light of the fact that I have not yet received a final bill.

Regards,

Review: Increase in power light bill from $.o9 per kwh to$.30 per kwh . Light bill going from$155.77 to $1163.45 AT the apartment at [redacted] ,PA My mother in law lives alone and is on a fixed income. She moved to another apartment in [redacted] ,PA due to the high electric bill. My mother in law gets very upset , with her being 86 year old and is not good for her health

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) contacted [redacted]. [redacted], **. [redacted]’s daughter-in-law, on March 12, 2014, regarding the complaint [redacted]. [redacted] filed concerning the rates and alleged billing discrepancies associated with **. [redacted]’s electric account. During our conversation with [redacted]. [redacted], we discussed the below facts and findings regarding the concerns outlined in her complaint.

Review: I made a complaint last month about my electric bill and closed my case with Revdex.com prematurely.Last month I was charged close to 300 dollars for 1 month,the company then contacted me and sent me a refund of 103 dollars. I thought all was good now this month I received a 400 dollar electric bill.

I only live in a single wide mobile home with my wife. And I have talked to neighbors and friends and my bill seems to be 3 times

higher than people with other providers PG E claims its the weather why aren't other providers affected by the weather.

PG E for some odd reason has been on various news stories with consumers complaining about the same issue.

In January my bill was 175.10 which is high for me I used 1029 KWH (kilowatt hours) I thought wow I better cut back on usage and conserve so in February I only used 813 KWH My original bill was 273.59 In march I used 695 KWH and bill is 403 the more I cut back the more I pay. I've never had electric bills this high. And one thing I do remember when they hounded me on the phone to sign up is there rates are always competitive with Met Ed which is not true.

I have not contacted them last time I called 3 times they got back to me after contacting Revdex.com. I tired of writing and complaining and making phone calls and I have to Thank Revdex.com I have used Revdex.com numerous times before this for other issues and they quickly get

back to you and get results.Desired Settlement: All the headache and hardship I want total refund I'm considering writing Attorny Generals office Thank You

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of a second complaint filed by **. [redacted] on March 16, 2014, regarding PAG&E’s charges in **. [redacted] most recent invoice.

Review: I received a call from Pennsylvania Gas and electric asking me to let them be my provider. I did not agree. they said they would send me a form to fill out and sign if I changed my mind. I saw the form but just threw it away. Several months later I noticed my bill going up and assumed it was due to winter ( and my electric heat). Finally I called [redacted] (who is supposed to be my provider) and they told me that my provider was PA G&E and their rate was 29 cents per KW Hour where [redacted] is currently charging 08 cents per kw/hour.Desired Settlement: PA G&E should adjust my bill to [redacted]'s rate for each billing period since they became my provider. Plus they should pay any late fees I have due to being unable to pay the overcharged amount in full.

Business

Response:

Pennsylvania Gas & Electric ("PAG&E") contacted **. [redacted] on March 26, 2014, regarding the complaint **. [redacted] filed concerning the alleged: unauthorized enrollment and billing discrepancies associated with his electric account. During this call, we discussed the below facts and findings with **. [redacted].

PAG&E conducted research of its records and determined that on July 12, 2013, **. [redacted] was contacted by a PAG&E sales representative, and was clearly presented with PAG&E's variable rate program for his electric account, which is a variable rate that fluctuates monthly and is not guaranteed to be lower than the utility. **. [redacted] agreed to enroll his electric account into PAG&E's variable rate program and voluntarily proceeded with the TPV to finalize the enrollment (a copy of which is attached for your reference). During the TPV, **. [redacted] stated that he was the individual authorized to enroll the referenced account with PAG&E. **. [redacted] also affirmatively acknowledged that he understood that Pennsylvania Gas & Electric is not the utility, or affiliated with the utility company, but is licensed electric generation supplier in his area. We affirm this enrollment was authorized by **. [redacted] and not switched improperly as claimed in the complaint.

Moreover, during the TPV, we confirmed with **. [redacted] that he was enrolling with Pennsylvania Gas & Electric, explained the product terms, the effective date and the rescission period – once again **. [redacted] stated that he understood and agreed to enroll his electric account into our variable rate program. A welcome package was mailed to **. [redacted] for his electric account on July 27, 2013, which summarized the program into which **. [redacted] enrolled, along with our terms and conditions, which clearly outlined the product and the term of the offer.

On January 14, 2014, PAG&E received notification from the utility stating that **. [redacted]’s electric account had been cancelled with PAG&E. PAG&E immediately processed the cancellation of **. [redacted]’s electric account. We have confirmed that **. [redacted]’s electric account is cancelled and returned to the utility on February 18, 2014.

Upon receipt of this complaint, PAG&E conducted an account analysis of **. [redacted]’s electric account and, as a good-will gesture, PAG&E will send **. [redacted] a rebate. **. [redacted] accepted our offer and thanked us for our help.

PAG&E regrets any inconvenience that **. [redacted] may have experienced with our company. PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide. We will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls.

Finally, we have placed telephone numbers ###-###-#### and ###-###-#### on our internal "Do Not Call" list to ensure that **. [redacted] does not receive any future calls from our company.

PAG&E has upheld its contractual obligations and considers this matter closed.

Best regards,

Compliance Specialist

Pennsylvania Gas & Electric

4075 Linglestown Rd, #113

Harrisburg, PA 17112

Toll Free: [redacted]

Fax: ###-###-####

www.PAGandE.com

Review: I was told my electric rate would be less than my supplier [redacted]. The rate increased by 400%. It's been a month trying to contact this company to no avail. They take your account info with a promise of a call back that never comes. They know you're trying to discontinue their service so they increase you're amount accordingly. I called their sales department and I was told there have been no increases for over a year. They said they're rates have been lower than [redacted]s. This is a scam.Desired Settlement: CEO Should have to face criminal charges.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on March 6, 2014, concerning the rates associated with **. [redacted]’s electric account. During our conversation with **. [redacted], we discussed the below facts and findings regarding the concerns outlined in **. [redacted]’s complaint.

Review: I was contacted via telephone multiple times with a sales pitch claiming I would save money by switching electic companies. I was told that PA passed a law that gave consumers the right to choose their electric provided and that I would save money by switching providers. I was skeptical and asked many questions but was led to beleive my rate would not change and it would always be cheaper than [redacted]. I agreed to switch to PA gas and electic after I was guareenteed to save money which was about 6 months ago (estimated time, I'm not certain when I switched) and I recently received a bill that is over 3 times higher than [redacted]. My current bill is charging 26.9 cents a kilowatt hour and [redacted] is at 8.18 cents a kilowatt hour. They must have me under some sort of variable rate which was never explained properly to me. I would have never agreed to this. They started out less than [redacted] which was always right around 8 cents per kiolowatt hour but now they are way above it, again, more than 3 times highter. This shatters the previous record of my highest electric bill ever.Desired Settlement: I would like them to bill me at the rate they did when I signed up. Or at least less than 10 cents per kilowatt hour so I can afford to pay it. I fear they will deliberately mislead me in the future so I will have to terminate service.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) contacted

**. [redacted] on February 21, 2014, regarding the complaint **. [redacted]

filed concerning the rates associated with **. [redacted]’s electric account. During this call, we discussed the below

findings and facts regarding the concerns outlined in **. [redacted]’s complaint.

Review: This company called our home Monday September 1. 2014 LABOR DAY at 4:43pm

I asked to be remove from the calling list immediately

the gentleman said didnt I hear him he was gonna save me money

again I asked to please remove me from the list,

He said just grap my [redacted] bill and he will help me however he can, I said

what is your operator number, he said it is [redacted], I said I want a supervisor

he said he was the supervisor. I again said then give me a reference number and he hung upDesired Settlement: If we get anymore calls from them It will be considered harrassment and I will have a lawyer go after them.

AND TO CALL ON LABOR DAY! UN FREAKIN REAL!!!

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of a complaint filed by [redacted] concerning the alleged sales call she received from PAG&E. Please be advised that, PAG&E trains our representatives to be very clear about PAG&E and the programs we offer. All of our representatives are monitored to ensure that they present the program accurately and to ensure that they clearly identify the company as PAG&E, and not “[redacted]”.

Review: After sitting to a presentation in February regarding how they would save me money on my electric bill I switched to this provider only to have my energy bill double. My usage did not change and I have been informed by [redacted] it's a result of being charged for their services and then having PA Gas & Electric charge me again for the same services. I am a single mother of two with a small grandchild living in my home and thought that this would save my family money, instead I am not facing possible interruption of services due this issue. I tried to call PA Gas & Electric several times but was never able to get throught to someone during normal business hours ,which are also my normal working hours. I did try calling after work but they were closed. Today I ask [redacted] to remove PA Gas & Electric as my provider because of the financial strain its causing me and my family. This seems to be a their normal business practice.Desired Settlement: I would appreicate it if they would adjust the double charges that have already been applied to my account.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) contacted [redacted] on August 26, 2014, regarding the complaint [redacted] filed with the Revdex.com concerning the rates associated with her electric account and her request for the cancellation of her electric account with PAG&E. PAG&E attempted to resolve the issues outlined in [redacted] complaint; however, we were unsuccessful in doing so as [redacted] did not allow our representative to speak and abruptly disconnected the call.

Review: When we signed up for electric distribution from PAG&E it was our belief that we would be saving money. We signed up for a variable introductory rate which we realized would change, however: we were not prepared for the unethical nature of this companies billing practices. Our first year with them was reasonable with the rate competitive with our original provider. Then the rate began to spike. Now, our last bill was charged at close to 14 cents per kwh versus 8.17 cents with [redacted]. Now we are hearing that our next bill could be twice that amount. We have called and been told that they can charge anything they want to.Desired Settlement: I would like a refund for my electric bill equal to the difference of their padded rate and the competitive rate offered by everyone else. This would be for the last two billing cycles. Also, do not give an A+ rating to a company that gouges its customers after winning their loyalty.

Business

Response:

Pennsylvania

Gas & Electric (“PAG&E”) left voice messages for **. [redacted] and [redacted].

[redacted] on February 20 and 21, 2014, regarding the complaint **. and [redacted].

[redacted] filed concerning the rates associated with their electric accounts and

alleged rebate they feel is owed to them for their electric accounts.

PAG&E attempted to resolve the issues outlined **. and [redacted]. [redacted]’s

complaint; however, we were not successful in doing so, as to date, we have not

received a return call from **. and [redacted]. [redacted].

PAG&E

conducted research of its records and determined that **. and [redacted]. [redacted] began

receiving service from PAG&E on October 16, 2012. **. [redacted]

voluntarily enrolled his electric accounts into our variable rate program,

which is a rate that fluctuates monthly and is not guaranteed to be lower than

the utility. Additionally, a welcome package was mailed to **. [redacted] on

September 27, 2012, which summarized the variable rate program in which **.

[redacted] enrolled, along with our terms and conditions which clearly states: “Your

rate for the Commodity Charges will be a variable rate that changes daily and

includes Transmission Charges and estimated total state taxes, including gross

receipts tax, but excludes applicable state and local tax. Each month

your rate will reflect your cost of electricity, including energy, other

wholesale market services, the associated transmission and distribution charges

and other market-related factors for your utilities transmission zone within

the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and

margins”.

On

January 16, 2014, we received notification from the utility that **. [redacted]s’

electric accounts had been cancelled with PAG&E. PAG&E

immediately processed the cancellation of **. [redacted]’s electric accounts.

We have confirmed that **. [redacted] electric accounts have been cancelled and

returned to the utility on February 13, 2014. Please be advised that

PAG&E does not control when a customer’s account is returned to the

utility. This date was provided to PAG&E by the utility.

Upon

receipt of this complaint PAG&E conducted an account analysis of **.

[redacted]’s electric accounts. Please be advised that the price that we pay

for energy, as a supplier, to service our customers, has increased over the

last several months. That notwithstanding, as a good-will gesture,

PAG&E will send **. [redacted] a rebate check for the difference in rates

between what was charged by PAG&E and what he would have been charged by

the utility for his February 2014 invoices.

With

regards to **. [redacted]’s statement “do not give an A+ rating to a company

[PAG&E] that gouges its customers after winning their [PAG&E’s] loyalty” and “we [**. and [redacted]. [redacted]] were not prepared

for the unethical nature of this company’s [PAG&E] billing practices”,

please be advised that PAG&E takes matters of this nature very

seriously. PAG&E confirms that we are in full compliance with

Pennsylvania rules and regulations.

We

regret any inconvenience that **. and [redacted]. [redacted] may have experienced with our

company. PAG&E prides itself on our sales and customer service teams

and the ongoing training that we provide. PAG&E will continue to

monitor our sales and customer service teams to maintain the quality of our

sales and customer service calls and the resolutions that we provide to our

customers.

Finally,

we have placed telephone number ###-###-#### and ###-###-#### on our

internal “Do Not Call” list to ensure that **. and [redacted]. [redacted] do not receive

future sales calls from our company.

PAG&E

has upheld its contractual obligations and considers this matter closed.

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:

First of all, we did not receive any voice messages from PAG&E on either February 20 or 21, 2014 on either of our phone numbers so this part of their response is falsified. It is true that we voluntarily enrolled into their variable rate electric program but the sales pitch and the welcome letter both stated that we would "continue to receive our competitively priced variable rate" as long as our "account with the utility remained current and not delinquent". It also stated quote "We are committed to helping you lower your total energy costs." After the help of a [redacted] customer service representative, who described how to read the electric bill numbers, I reviewed all of my past bills starting with our first bill with PAG&E. This is when I realized that PAG&E is neither competitively priced nor committed to lower energy costs. I have three separate accounts, and just on the one account, I have overpaid my electric costs by $1,179.55 so where is the commitment to lower energy costs? As soon as I was aware of this we cancelled our account as of January 2014 but we were still liable to PAG&E for another entire billing cycle. This is when the true screwing occurred. Our rate exploded from an already inflated rate in January of 13.36 cents per KWH to a non-competitive rate of 30.65 cents per KWH for February. Just for reference, [redacted]s rate for the same bill was 8.18 cents per KWH.

As far as the "good-will" gesture, PAG&E did NOT voluntarily issue a rebate check. I was the one who called them on February 25 at 9:25 a.m.. I was on hold for approximately 15 minutes before reaching a live body. I spoke to the CSR who gave me the whole script about cold weather, high costs etc. I asked to speak to a supervisor twice. I was finally connected with "[redacted]". Went through the same thing before she checked with billing.

[redacted] came back with an offer, which I rejected. We went back and forth again. [redacted] again checked with billing and came back with another offer. Again, rejected. Tried a third time. This time came back with a final offer of a $575 refund. Since it was a final offer I had no choice other than accept. It took me over an hour on the phone with a lot of discussion to accomplish this. Maybe I am wrong but this does not sound like a good-will gesture to me. So in response to the statement, in paragraph two, that PAG&E will be sending me a "rebate check for the difference in rates between what was charged by PAG&E and what we would have been charged by the utility for my February 2014 invoice", I will be looking for a check in the amount of $676.75 instead of the $575. This would be the 3012 KWH x [redacted] rate of 8.18.

So as far as our statement on not giving an A+ rating, that still stands, especially now that PAG&E is trying to be just an innocent party. If this were the case, then why are the local papers filled with angry letters from other customers, the local news is reviewing stacks of e-mails and complaints specifically targeted to PAG&E and the PUC is investigating? If PAG&E is truly the victim here, truly "regret the inconvenience that we may have experienced", "take these matters seriously", "pride yourself on sales and customer service" then PAG&E would send a proper refund for the full amount on all three accounts for the actual difference between their rate of 30.65 cents and the utility's rate of 8.18. If PAG&E would do this, as stated in their response in the second paragraph, then we will rescind our negative review make a statement to the local media about the effort and cooperation on the part of PAG&E in order to help their customers.

Finally, thank you for putting us on your "do not call list"

Regards,

[redacted] And [redacted]

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) contacted [redacted]. [redacted] on March 11, 2014, regarding the rejection of PAG&E’s original response which was submitted on February 26, 2014. During this call, we discussed with **. [redacted] the below findings and facts regarding the concerns outlined in her rejection.

[redacted]. [redacted] contacted our customer service department on February 24, 2014 regarding the rates associated with her electric accounts. Our customer service representative reviewed with [redacted]. [redacted] the variable rate program that **. [redacted] enrolled their electric accounts into, which was also explained in the TPV that **. [redacted] voluntarily completed at enrollment, and included in the welcome letters mailed to **. [redacted]. We explained to [redacted]. [redacted] that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months. Additionally, PAG&E offered [redacted]. [redacted] a rebate toward the difference in supply charge between what was charged by PAG&E and what [redacted]. [redacted] would been charged by the utility for her February 2014 invoice. [redacted]. [redacted] accepted the offer. We have confirmed that the rebate checks were mailed to [redacted]. [redacted] on February 28, 2014.

Upon receipt of this rejection, PAG&E conducted a second account analysis of [redacted]. [redacted]’s three electric accounts and as a good-will gesture, PAG&E will send her three additional rebate checks for her three electric accounts toward the difference in rates between what was charged by PAG&E and what she would have been charged by the utility for her February 2014 invoices. [redacted]. [redacted] apologized for the misunderstanding, accepted our offer and thanked us.

We regret any inconvenience that **. and [redacted]. [redacted] may have experienced with our company. PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide. PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.

PAG&E has upheld its contractual obligations and considers this matter closed.

Best regards,

Compliance Assistant

Pennsylvania Gas & Electric

4075 Linglestown Road, #113

Harrisburg, PA 17112

Phone: ###-###-#### Ext. [redacted]

Fax: ###-###-####

www.PAGandE.com

Review: First of all they are not answering my phone calls or emails.This is due to my generation fee on my [redacted] bill increasing 2 1/2 time from the month before, and I want to know WHY. At this point I want my service cancelled and returned to [redacted] providing the service.Desired Settlement: At this point I want my service with them Cancelled, and a written statement stating it has been cancelled. At this point I want nothing to do with this company.Thanks for your help. [redacted]

Business

Response:

Pennsylvania

Gas & Electric (“PAG&E”) contacted **. [redacted] on February 21

and 24, 2014, regarding the complaint **. [redacted] filed concerning the rates

associated with his electric account and his request for cancellation with

PAG&E.

Review: pa gas and electric is trying to make me pay an outrageous electric bill. my bill is normally around 500.00 a month. this month it jumped to 2,169.00 !!! this is insane amount of money for one month of use. do I have any rights on this? can a company do this? I do not have the money to pay this. I have been very good with paying my bills. but this could put me on the streets!! can a company really do this? I saw on the news that iam not the only one that there doing this too. do we have any rights against this? this is going too really hurt people if they do this. people can not afford to pay this!Desired Settlement: I would like to see a stop to this unjust electric rate increase.

they should not be able charge whatever they want. this will make people go in debt and possibly be homless.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) left a voice message for **. [redacted] on February 20 and 21, 2014, regarding the complaint **. [redacted] filed concerning the rates associated with **. [redacted]’s electric account and alleged discrepancies with his billing. PAG&E attempted to resolve the issues outlined in **. [redacted]’s complaint, however, we were not successful in doing so, as to date, we have not received a return call from **. [redacted].

Review: Pennsylvania Gas & Electric increased their rate per kWh from $0.1377 to $0.3135 effectively more than doubling my electric bill. My bill went from $1,011.76 to $2,132.29 with only a kWh increase of 236kWh. No notice was given in advance basically surprise, surprise!!!!! It is not only me, every customer with a variable rate has been affected. Incidentally the kWh rate was $0.1075 in November. Pennsylvania Gas & Electric lured customers with a promise to keep electric kWh cost down saving customers substantial monetary outlay.Desired Settlement: Pennsylvania Gas & Power should charge same kWh rate as reflected in the proceeding January invoice.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) contacted **. [redacted] on March 7, 2014, regarding the complaint **. [redacted] filed concerning the rates and alleged billing discrepancies associated with his electric account. During our conversation with **. [redacted], we discussed the below facts and findings regarding the concerns outlined in her complaint.

Review: In Jan. 2014, PG&E charged an astronomical high electric rate of $0.2942/Kwh. The rate by the actual [redacted]. provider was only $0.0818/Kwh. This was 260% higher than the standard rate. Upon further examination, PG&E actually was charging me $0.136/Kwh, $0.113/Kwh, $0.104/Kwh, and $0.1086/Kwh, $0.1049/Kwh the previous month respectively. These rate were 27% to 38% higher than the standard rate.

When confronted with this the company only offer me to cover less than 50% of my Jan bill. They did send me a check which took a couple weeks to arrive and offered have someone call me back in 7-10 day to review the other months. I was never called back. I called them again after the 7-10 days and asked to speak with a supervisor immediately and they said I would have to wait another 7-10 days. Again, no call back. I have finally just cancelled my service with this company as they we overhanded in their pricing and completely awful keeping their word on call backs.Desired Settlement: I would like them to send me back a check for an additional $500 to cover the excess fees they have been charging me and some notation on their record with the Revdex.com that this companies call back policy and customer service are unacceptable for any company.

Business

Response:

Pennsylvania Gas & Electric (“PAG&E”) is in receipt of **. [redacted]’s complaint dated April 24, 2014, regarding the rates associated with his electric account and the alleged rebate that **. [redacted] feels is owed to him.

PAG&E conducted research of its records and confirmed that **. [redacted] began receiving service from PAG&E on December 18, 2012. **. [redacted] voluntarily enrolled his electric account into our variable rate program, which is a rate that fluctuates monthly and is not guaranteed to be lower than the utility. Additionally, a welcome package was mailed to **. [redacted] on November 19, 2012, which summarized the variable rate program in which **. [redacted] enrolled, along with our terms and conditions.

As stated in our terms and conditions, which were mailed to **. [redacted], pricing for this variable rate plan for his electric account is as follows: “Your rate for the Commodity Charges will be a variable rate that changes daily and includes Transmission Charges and estimated total state taxes, including gross receipts tax, but excludes applicable state and local tax. Each month your rate will reflect your cost of electricity, including energy, other wholesale market services, the associated transmission and distribution charges and other market-related factors for your utilities transmission zone within the PJM ISO; plus all applicable taxes, fees, charges, costs, expenses and margins”.

On April 24, 2014 **. [redacted] contacted our customer service department to request cancellation of his electric account with PAG&E. Our customer service representative immediately processed the cancellation of **. [redacted]’s electric account. We have confirmed that **. [redacted]’s electric account is scheduled to return to the utility on May 16, 2014. Please be advised that PAG&E does not control when a customer’s account is returned to the utility. This date was provided to PAG&E by the utility.

On March 6, 2014, our customer service representative spoke to **. [redacted] and reviewed with **. [redacted] the variable rate program that **. [redacted] enrolled into, which was also explained in the third party verification that **. [redacted] voluntarily completed and included in the welcome letter mailed to **. [redacted]. In regards to statements in **. [redacted]’s complaint as to why he received higher pricing in his recent invoices, our customer service representative advised **. [redacted] that the price that we pay for energy, as a supplier, to service our customers, has increased over the last several months. Additionally, our customer service representative offered **. [redacted] a rebate in the amount of $428.02. **. [redacted] accepted our offer and thanked us. PAG&E confirms that **. [redacted]’s rebate in has been processed and was been mailed to **. [redacted] on March 12, 2014.

Upon receipt of **. [redacted]’s complaint, PAG&E conducted a second account analysis of **. [redacted]’s electric account and confirmed that PAG&E clearly presented its variable rate program to **. [redacted] therefore, no additional rebates are due to **. [redacted]’s electric account.

We regret any inconvenience that **. [redacted] may have experienced with our company. PAG&E prides itself on our sales and customer service teams and the ongoing training that we provide. PAG&E will continue to monitor our sales and customer service teams to maintain the quality of our sales and customer service calls and the resolutions that we provide to our customers.

Finally, we have placed telephone number ###-###-#### on our internal "Do Not Call" list to ensure that **. [redacted] does not receive any future sales calls from our company.

PAG&E has upheld its contractual obligations and considers this matter closed.

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:

It does not address the previous months drastic over charges and compensation for the anguish cause by the companies customer service ( or lack of service) policies. I am still interested to hear how they believe it is appropriate to tell me that I can not speak immediately to a supervisor, but one will call me back in 10 days and then did not.

Review: I have been locked into a contract with PAG&E for one year at $.10 per kWh to begin in May 2014. Per the contract terms, I am to also receive a $50.00 code for [redacted].com every month. I received the code for May and redeemed without any issues. When I received the code for June, it did not work. I called about it and was assured the issue would be resolved in 3-5 business days. No returned call and no working coupon code sent. (they are sent via email each month) I followed up about two weeks later and was told that the issue was being worked on and that I would receive a call from the manager by the following business day for an update on progress. Two days later, I received a call only to tell me that they are trying to figure out the problem and that I would hear back soon. I received an email with a code for [redacted].com for July and that code also did not work. I called about that as well and was told the same thing, they are working on it. Over the course of June, July and August, I have only received two returned calls about this same issue month after month. August came and no working coupon codes. Finally, I did receive an email from the manager of customer service with coupon codes that actually worked, but just prior to receiving them, I had called in and spoke with him and asked if the contracted price I was receiving could be negotiated because [redacted] was offering a better rate and compensation for the bologna I've had to deal with the last three months with little progress. I was told that the price negotiation would need to be handled by the Director of Marketing. I was transferred to them and was told they would need to look at my account and get back to me. This call occurred on August 19th and I was assured that I would receive a call by Friday, August 22nd. I never received a call. I tried calling to follow up today, September 8th, and was told that someone would need to call me back. I am at my wits end with having to constantly follow up on my end because I can't get anyone to return my calls or resolve any issues without constant calling in and unreasonable amounts of time passing. I have said on two different occasions (prior to receiving working coupon codes) that I wanted the contract dissolved as they aren't holding up the contract agreement. I'm very frustrated that I'm having to deal with this and paying more then I could be if I would have gone with another company or stayed with [redacted].Desired Settlement: I want my rate adjusted to beat competitors and retroactive to the start of the contract and any further issues to be addressed in a timely fashion. Weeks on end of no resolution and only (seemingly) resolved by my constant follow-up phone calls is poor customer service and not how a contract should be handled. I pay my bill every month with no issue and I expect the other half to follow through with their obligation as I have.

Business

Response:

Pennsylvania Gas & Electric

(“PAG&E”) contacted [redacted] on September 11, 2014, regarding

the complaint [redacted] filed with the Revdex.com concerning the

fixed rates associated with her electric account and the incentive program she

was promised by PAG&E. During our conversation with [redacted],

PAG&E discussed the following facts and findings.

PAG&E conducted research of its

records and confirms that [redacted] enrolled her electric account into our

fixed rate program and began receiving service from PAG&E on April 24,

2014. A welcome package was mailed to [redacted] on March 17, 2014,

which summarized the fixed rate program into which [redacted] enrolled, along

with our terms and conditions, which clearly outlined the product, [redacted]’s fixed rate of $0.1006 and the term of the offer with an early

termination fee. Attached is a copy of the welcome package mailed to [redacted] for your records.

Furthermore, [redacted] contacted

PAG&E’s customer service department twice in August 2014 and once on

September 8, 2014, requesting to negotiate her fixed rate “because [redacted] was

offering a better rate”. Our customer service department advised [redacted] that she enrolled into a fixed rate program, which is a fixed rate

that is not guaranteed to be lower than the utility, contrary to [redacted]’s

assumption that PAG&E is not “holding up to the contract agreement”.

During our conversation with Ms.

Peterson on September 11, 2014, PAG&E advised confirmed with [redacted]

her electric account is currently enrolled in PAG&E’s fixed rate program with

an early termination fee. [redacted] acknowledged and advised she did

not wish to cancel her account with PAG&E. Furthermore, [redacted]

confirmed receipt of the incentive codes for June, July and August 2014.

We regret any inconvenience [redacted]

may have experienced with our company. PAG&E prides itself on our

sales and customer service teams and the ongoing training that we

provide. We will continue to monitor our sales and customer service teams

to maintain the quality of our sales and customer service calls.

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:

I did not simply ask that my rate be reviewed because [redacted] was offering a better rate, but I find it convenient that PAG&E would choose to ONLY highlight that point. I requested the rate be reviewed because of the constant calls, follow-ups, length of time and inconvenience I had with trying to get the [redacted].com codes fixed. I was simply pointing out that [redacted] had a better rate. They also say they PRIDE themselves on customer service, yet as part of my complaint, they fail to return many calls. And more times than not, only after leaving multiple messages. They also fail to note that I chose not to cancel my account because I am not in a position to pay a cancellation fee and choose not to pay for the cancellation fee considering that all of the this bologna is due to issues on their end. It is also not noted that, per my request, if a rate adjustment could not be provided, would they consider waiving the cancellation fee and they chose not to budge on that either. It pisses me off that they make as though they've done everything on their end with no problems but again, fail to note that it took 3 MONTHS to hold up the contract and ONLY because I was constantly calling and following-up. I've NEVER filed a complaint with Revdex.com before because I've never had a reason to. I think PAG&E is making very light of their Customer Service Incompetence. I am AGAIN, requesting that my contract be cancelled, WITHOUT any penalties or fees!!!

Regards,

Business

Response:

Pennsylvania

Gas & Electric (“PAG&E”) is in receipt of [redacted]’s

second rebuttal dated September 15, 2014, to PAG&E’s initial response

submitted on September 11, 2014.

In

regards to [redacted]s request for “records of the return calls” made by

PAG&E, please be advised that we have searched our telephone records and

found that we are no longer in possession of the referenced calls.

PAG&E retains calls for a short period of time for quality assurance and

training purposes only.

Nevertheless,

PAG&E reiterates that [redacted] enrolled her electric account into our

fixed rate program which is not guaranteed to be lower than the utility in any

month and is subject to an early termination fee, as explained in the TPV [redacted] voluntarily completed upon enrollment. Furthermore, PAG&E

explained to [redacted] that fixed rates are not adjustable and, should she

desire to cancel before the end of the contract term, an early termination fee

would applicable.

PAG&E

confirms that we have made ample good faith efforts to resolve this matter with

[redacted] and hereby maintain our position that [redacted] was fully aware

of the terms of her agreement with PAG&E. As such, [redacted]’s

account is subject to the terms and conditions of our fixed rate program, which

were included in the welcome package mailed to [redacted] on March 17,

2014.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before 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. My account has been cancelled with PAG&E. I am NOT satisfied with their responses, however, going back and forth anymore, will resolve nothing. I find it extremely convenient how the phone records are no longer available. PAG&E seems to hold no accountability and would rather push it off on the consumer. Training in customer service would be highly recommended!!! Sometimes accepting responsibility instead of being a 'right fighter' can be a valuable learning tool!

Regards,

Review: I received a phone call from this co. offering to save money on my electric bill. they stated rates were variable and highly competitive and would always be lower than my present providers rates and that there was no contract and I would be able to cancel at anytime if I was not satisfied. this month I received a bill that was 4Xs higher per kwh than my former utility co. When I saw my bill for February online I immediately called the co to cancel the service. I was told that I would have to wait another billing cycle ( which just started) for the cancellation to go into effect. they offered to send me a check for $262 if I stayed with their co, and $182 if I left... My bill was for $1215.90!!! for 1 month! and I have to continue to be ripped off for another month!!!Desired Settlement: I want something done about their false advertising so others do not fall into this trap!! I would also like a refund check for the amount over which I would have been charged by my former utility co [redacted] which is 8.18 cents per kwh -- compared to PG&E rate of 32.83 cents per kwh .. for both months. I used 3704 Jan 21 2014-feb 17 2014 - my next meter reading is on march 20th

Business

Response: