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Ninth Street, NW Washington, DC 20068January 19, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** ** *** *** *** *** *** *** Bethesda, Maryland Complaint No: ***Dear *** ***:This
letter serves as a response to your inquiry on behalf of our mutual customer, *** *** ** *** *** requesting invoices for service rendered.Upon further review of the billing records, we determined due to unforeseen delays in our billing system related to our Peak Energy Savings Credit program, no bills were rendered since the account commenced on May 26, This matter has been resolved, and attached is a copy of the bill for service rendered on May 26, to January 15, and charges totaling $The deposit balance in the amount of $Was Waived.We regret it took more than one attempt to get the assistance requiredFurther, we apologize for any inconvenience this matter has caused. Extensive payment arrangements up to months are available upon requestIf you have any additional questions, please contact me.Sincerely, Stephanie R***Enclosure (16)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** A check is in the mail for the full amount specified in PEPCO's response I would like to keep the Revdex.com complaint open until I receive proof from PEPCO of my bill being paid
Regards,
*** ***

Ninth Street, NW 202-872-Washington, DC 20068December 16, 2015*** *** *** Revdex.com K St NW, 10" Floor Washington, Dc 20005-3404Re: *** *** *** *** ** ** *** Washington, DC ***Dear *** ***:This letter serves to respond to the concerns expressed by
the above referenced customer regarding Pepco's collection practicesI regret the customer’s perception of our collection Policies and procedures are harassingHowever, Pepco's collection practices are in accordance with the District of Columbia Consumer Bill of Rights, and is in no way I intended to harass or intimidate our customersAlso, for your review, enclosed is a copy of Pepco's General Terms and Conditions for Furnishing Electric Service in the District of Columbia (GT&C), page 30, which addresses procedures for termination of service.I trust this information will assist you in responding to the customers’ concerns.Enclosures (2)

Date: Mon, Sep 28, at 1:PMSubject: Fw: *** *** Complaint (***) OverdueTo: ***@myRevdex.com.orgHello *** ***, return check fees totaling $were credited to the account. Thanks, Stephanie R*** | Escalated Investigations Representative Pepco
| Customer Relations, Research and Resolution *** *** *** N.W| Washington, DC *** o: ###-###-#### ***@pepcoholdings.com | pepco.com *** | *** | *** | Blog

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

Dear *** ***:The following is in response to the customer’s inquiry filed with the Revdex.comWe are sensitive to the circumstances that *** *** has expressed in his communication to the Revdex.com However, our records show during the last months that
we have established two installments payment plans and renegotiated a third installment plan, all with no money down to assist the customer in paying his billAll of these payment arrangements have been cancelled due to payment defaultWe are willing to establish a payment arrangement for the total balance due of $579.84. We would need to receive a minimum payment or an energy assistance pledge for $prior to establishing a new payment arrangementThe remaining balance would be placed on a month installment payment plan and would be in addition to the current monthly bill. We encourage the customer to contact the District of Columbia Department of Energy and Environment for energy assistance eligibility.We have placed a credit and collections hold on the account until July 19, to allow the customer time to make payment or seek energy assistance. The account will be subject to collection up to and including a service disconnection after July 19, 2017. The customer can contact Customer Service at ###-###-#### to set up the installment plan. I hope this information is helpful in responding to the customer’s inquiry.Sincerely,Linda B***Pepco Escalated Investigations Representative

June 30, 2017 RE: *** ** *** *** *** ** ***Washington, DC ***Pepco Number *** *** *** Dear *** ***: Please accept this in response to complaint #***, regarding *** ***s billing concerns for the above referenced account. I regret to
hear that the consumer has to contact us more than once to have her concerns addressed. *** ***s concerns have been shared with our Customer Service Management Team to aid in making customer service improvementsI have reviewed the consumer’s account and would like to offer the following information Attached are copies of the revised bills for May and June On May 11, 2017, *** *** was incorrectly billed for kwh. Subsequently, on June 13, 2017, the consumer was billed for kwh. In order to correct the billing, it was necessary to cancel the May and June bills, and re-invoice for those service periods, with the corrected usage for kwh and kwh, respectively On June 27, 2017, revised bills for May and June were issued to reflect the correct usage and charges, which resulted in a credit balance of $328.75. A refund request has been processed and the refund will be issued on July 18, Because the account is scheduled to bill prior to the issuance of the refund, the refund will be issued, after deductions of the current charges for the next bill. We appreciate the consumer’s patience while this matter was being resolved and apologize for any inconvenience the consumer may have experienced I trust this information will serve to satisfactorily resolve *** ***s concerns. Sincerely, Harvey H**

Again, We sincerely apologize for the subsequent miscommunication provided by multiple Pepco employees regarding the refund of the customer’s paid security deposit for $We will bring this matter to the attention of our Call Center management team regarding policy refresher
communication for our representatives concerning security deposit refunds.In our February response to the Commission, We stated for the next months if payments are made in full and on time by the due date, the customer’s paid security deposit for $will be eligible for refund in February of 2018.A review of the customer’s payment history re?ects from January through January 2018, the account has a past due balance under an installment plan and re?ects partial payments, missed payment and full payments, which makes the deposit ineligible for refundThe next eligible date for refund is January 27, 2019.As previously stated, utility can ask an existing customer for a security deposit if the customer has had two late or missed payments in one year, had service disconnected, is more than months past due on his/her account.The utility must refund the deposit with accrued interest after deduction for any charges owed when the customer discontinues service, if the customer has a good payment record for one year, and or if the customer otherwise establishes creditWhile Pepco is sensitive to occasional ?nancial hardships that may affect our customers’ ability to pay their bills in a timely manner, We expect our customers to pay their electric bills by the respective due date.Based on the deposit criteria outlined in the Code of Maryland Regulations (COMAR), the security deposit for $is warranted.Attached is a copy of the General Terms and Conditions for Furnishing Electric Service in Maryland, pages 16-17,section that addresses the security depositShould the customer maintain a satisfactorily payment record for months, the security deposit will be refunded with interest.The customer’s total bill amount is $1,Currently, the customer’s account is on deferred payment planTheamount due is $due by February 22, (see attached bill).The customer has also ?led a complaint with the Revdex.com, a copy of this response will be provided

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*** *** ***This letter is in response to *** *** ongoing concerns regarding her security deposit,It appears as though the customer is under the impression that Pepco has charged her a deposit and has not refunded the monies.Pepco does not charge customers a deposit upon the cancellation of serviceIf the deposit is paid in full Pepco refunds the entire deposit and subtracts the amount from the customer's final billWhen the deposit is not paid in full, the paid portion is refunded and the unpaid portion is waived, Pepco is no longer holding any of the customer's funds.The balance owed as previously advised does not include charges for a deposit, The customer's account ended on March 5, A $604,payment posted to the account on March 7, 2017, The $equals the total outstanding balance of charges less the deposit through February 9, Electricity is billed in arrearsThe March 7, payment brought the account current up to February 9, New charges totaling $accrued for the time period February 10, through March 5, 2017.The above was communicated to the customer via phone on March 23, 2017, and an agreement was reached.Sincerely,Michelle G

November 20, 2015*** *** *** Better Business K St, NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** ** #*** Washington, DC | Account #***Dear *** ***:This letter serves to respond to the concerns regarding the billing for the above referenced
accountI have reviewed the manner in which the account was billed, and would like to offer the following information.Review of the account reflects that on January 30, 2015, a Welcome Letter (see attached) was mailed to the customer confirming the activation of the account in his name effective February 11, It also acknowledges the fact that he has enrolled in “Paperless Billing” and signed up for Pepco’s “My Account”On March 3, an initial bill for service from February to March 2, was mailed to the above referenced addressThereafter, subsequent bills were mailed on the scheduled bill date; there was no lapse in the rendering of the bills.On November 3, 2015, the customer contacted our office and requested to speak with a supervisorAs requested, a Customer Operations supervisor contacted him and advised him of the Welcome Letter that was mailed to him on January 30, 2015, and that he has enrolled in Paperless BillingHowever, On October 14, 2015, he had removed the paperless option for his account.In conclusion, our records reflect that from the date of activation, all the bills were mailed to the customer in a timely mannerWe received no inquiries from the customer regarding the fact that he has not received a bill for several monthsTherefore, at this time we see no reason to waive the late charges that heave been assessed to the accountHowever, a hold has been placed on the account until the completion of this investigation.I trust this information will assist you in responding to the customers’ concerns.Sincerely, Stan P*** Date of Notice: 01/30/2015RE: ACCount *** ***Dear *** ***Welcome to PepcoWe understand how much you depend upon energy to meet your everyday needs, and appreciate the opportunity to provide you with safe and reliable service.Below are details of your recent account activation request:Service Address: *** *** *** ** # ***WASHINGTON DC ***Account Number: *** *** ***Services Provided Welcome Letter Start Service Date: 02/11/2015Programs Enrolled In: PAPERLESS BILLING, MYACCOUNTAs a Pepco customer, you will have 24-hour access to your account at our website, www.pepco.comSimply log on and enroll in "My Account" to manage your account, view your energy usage information or pay your bill, anytime from anywhere.Should you have any questions, you may also call Customer Care at *** between am and pm, Monday through Friday.In the coming weeks, you will receive your first bill, as well as more information about Pepco's opportunities to help manage your energy use and your costs.We are pleased to have you as a Pepco customer and look forward to serving you.Sincerely, Customer CareSi usted necesita esta información en español, llame al departamento de Servicio al Cliente, de lunes a viernes de am a pm, en el ###-###-#### y pida hablar con un representante en español,Page of

July 19, 2017 *** *** *** The Revdex.comK StNW, 10th FloorWashington, DC 20005-3404 RE: *** *** *** *** *** NW #*** Washington DC
*** Dear *** ***: This is in response to complaint #***, regarding the consumer’s billing concerns for the above referenced account. We regret that it was necessary for the consumer to contact us more than once to have their concerns addressed. I have completed a review of the account and would like to provide the following information. In May 2016, the consumer’s account was closed, which resulted in a credit balance of $However, in September 2016, a refund check in the amount of $was issued, which resulted in an over-refund in the amount of $21.10. Subsequently, in June 2017, a collections notice for $was sent to the consumer. As a courtesy, on July 18, 2017, the charge has been recalled from collections and the balance of $has been removed from the consumer’s account. We apologize for any inconvenience the consumer may have experienced as a result. We appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve the consumer’s concerns. Sincerely, Harvey H**

November 14, 2016Mr*** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** ***Revdex.com H *** ** *** *** *** *** Gaithersburg, Maryland 20878Dear Mr***:This letter serves to respond to the customer's billing
concernsI appreciate the opportunity to provide the following information.Attached is a thirty one month billing history comparison from the customer's occupancy date in to the current invoice dateThe account has been invoiced based on a Maryland Residential rate using actual meter reading data from a smart meter TXA *** installed on October 29, As the billing history comparison shows, there was an increase in the kilowatt hour consumption on the invoices issued during the months of January - March 2016, when compared to the same billing period one year prior.Pepco is not in a position to prove or disprove what internal factors may have contributed to the higher than anticipated electric consumptionPrimarily, the major energy users in the home such as the heating/air conditioning, electric hot water heater, refrigerator, dryer and lighting all contribute to the overall electric billIf any of these were not operating efficiently, it could, have caused the usage to increaseIn order to help mitigate the rising cost of energy, the customer may be interested in using Pepco's interactive tool; My Account that can help customers analyze their electric billThe tool enables customers to conduct an energy audit of their home and discover ways to conserve energy and save moneyThe customer may use this free tool by visiting our website at www.pepco.com.On November 8, 2016, the meter TXA *** was certified as being the correct meter for the customer's homeIn addition, the meter was tested and found to be recording with an overall accuracy of percent, which is within the guidelines prescribed by the Maryland Public Service Commission.On November 14, 2016, I spoke with Ms*** and she indicated that she was still concerned about her bills being highI suggested that she may want to contact the property owner so they can inspect the appliances or heating and cooling equipmentI extended the offer of having a free energy survey performed by a Pepco Energy Specialist, which will help identify other ways to saveA Pepco Energy Specialist will be contacting Ms*** directly to schedule that appointmentFinally, based on my review the account has been billed accuratelyMs*** has my direct contact information and can contact me if she has any further questions or concerns.Sincerely,Linda B

September 7, 2016*** *** *** *** *** *** *** Hyattsville, Maryland ***Re: Account Number: ***Dear *** ***:This letter is in response to your inquiry received from the Revdex.com with a request to be reinstated back on the budget payment planOn July 5, 2016,
the installment payment plan was cancelled, when the amount due of $was received after the payment due dateOn August 8, 2016, your invoice reflects enrollment in the budget plan for $for the Pepco distribution charges onlyThe 3rd party supplier charges will continue to be invoiced each month and their charges are not part of this budget amountThe invoice issued on August 8, 2016, also reflects a deposit request of $205.00, this deposit request has been waived as a courtesyA new months installment plan was established today on the total amount due of $with the following payment terms:• An initial installment amount of $will be reflected on your next invoice issued after September 8, This installment amount will be in addition to your current monthly charges invoiced for the budget plan and the 3rd party supplier for the service period.• The remaining balance will be invoiced in equal monthly installments of $50.00, plus the current monthly bill beginning with the invoice issued in early October.• The terms of this installment plan will be referenced on page of your next invoice issued after September 8, The installment amount will be included in the current charges for the service periodTo maintain the payment arrangement, please pay the total amount due requested on your next invoice by the due date.Please note, if the terms in this agreement are not adhered to, the full amount of your bill becomes due, and your account will be subject to collection activity and may result in service disconnectionPlease feel free to call me if I can be of further assistance.Sincerely,Linda B*

Because of the double payment the customer made ($265.70) on the bill for service from June to July 13, 2017, in the amount of $132.85, the account reflected a credit balance of $132.85. Therefore, when the account was billed again for service from July to August 10, 2017, in the amount of $128.14, the credit balance from the previous bill was applied, resulting in a credit balance on this bill of $4.71. As previously stated, during our previous investigation of the double payment, the customer stopped payment on one of the checks. Therefore, the credit that was applied on the bill for service from July to August 10, 2017, was debited back to the accountAs a result, when the account was billed again for service from August to September 13, 2017, in the amount of $147.68, the bill reflected the balance from the previous bill of $128.14, and a system generated late charge of $1.28. However, I have waived the late charge. Currently, the account reflects a balance of $275.82, which consists of the previous bill in the amount of $and the current bill, in the amount of $that is due by October 5,

April 18, 2016Mr*** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** ***Pepco Account No*** Revdex.com Complaint No: ***Dear Mr***:This letter serves as a response to your inquiry received on behalf of our
mutual customer, Mr*** ***An investigation into the budget billing history was conducted and I offer you the following.In March 2015, the account was enrolled with Pepco's Budget Billing program, which is a month equal installment plan derived from the accounts historical usageThe average monthly payment amount was $55.00, and February was the settlement monthThe program year ended with a settlement balance of $1,140.07, payable by March 17, 2016.Upon further review of the billing records, we determined throughout the program year, the average payment amount should have been adjusted in the form of an increase to offset the accrued arrearagesAn increase in the monthly payment would have reduced the Budget difference each month, which would have decreased the February settlement balanceRegretfully, an adjustment to the monthly average payment did not occur.Based on our findings, the Budget Bill program year ended with a large settlement balance that is payable until paid in fullCurrently, the account balance due is $1,302.56, and payable by April 15, To afford the customer an opportunity to settle the balance, an extensive payment arrangement up to months is available upon requestOur Call Center is available to accommodate the request and can be reached at ###-###-####.We apologize for the inconvenience this matter causedI trust this information will assist you in responding to the customer's concerns.Sincerely, Stephanie R

A further review of the incomplete heavy up at the customer's residence indicates that although meters have been installed in the meter box, the service is still not activated because the customer's electrician relocated the service and now needs to install a new ductline. The customer was advised of this on July 25, 2017. Pepco is currently waiting for a permit from the DDOT. Attempts have been made to contact the customer with no success.

Date: Tue, Jan 24, at 11:AMSubject: FW: [EXTERNAL] You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@myRevdex.com.org" Good Morning *** ***, I am unable to locate an active account for *** ***
*** using the address, email or phone number provided. Michelle G

The hole in the base was repaired with epoxyNo further repairs are necessary as the epoxy serves as a permanent repairThere is no operational or safety issue with the equipmentIf the customer is requesting replacement due to aesthetics, it would be at cost to the customerThe customer may contact Pepco’s Distribution Engineering department at ###-###-#### to initiate the requested repairs Sarah M*** Escalated Investigations Representative

According to Pepco’s records, Ms*** established service for service address *** *** St NW #Washington, DC, 20011, effective March 2, 2015, creating account 5***Ms***’s account was final billed effective January 31, 2016, after another Pepco customer’s account was
established for the same service addressMr*** contacted Pepco regarding reestablishing service effective March 18, 2016, creating account 5***On September 28, 2016, the second customer contacted Pepco to dispute the charges assessed from February 1, to March 17, It was determined that the second customer’s mowas processed in error and a correction was madeMs***’s move in date was corrected from March 18, 2016, to February 1, On October 3, 2016, the account was billed forward from February 1, to September 14, 2016, resulting in an account balance of $The December invoice was released on December 14, 2016, with a total balance of $449.72, including a past due balance of $and current charges of $A payment was made on the account on December 23, 2016, in the amount of $Pepco was unsuccessful in our attempt to contact Ms*** on December 28, In reviewing the account, it was determined that the Exelon Rate Credit provided in March was not applied to Ms***’s accountA credit of $has been applied the account and the current account balance is $Pepco is willing to offer a three (3) month installment plan at the customer’s requestMs*** may contact Customer Service at ###-###-#### to establish payment arrangementsI trust this information will assist you in responding the customer’s concerns Sarah M***Escalated Investigations Representative

*** *** *** ** Washington, DC ***March 8, 2017*** *** ***Trade Practice ConsultantK Street, NW, 10" FloorWashington, DC 20005-3404RE: *** *** Revdex.com Complaint - *** ***Dear *** ***:The following is being provided to respond to the additional questions received from *** ***I appreciate the opportunity to provide the following information.In response to the customers question about the type of meter reading used to bill her account, records show a smart meter was installed at the service address on May 30, The smart meter communicates meter readings remotely used for billing and has therefore eliminated the need for a meter reader to visit the property to obtain a monthly readingI have confirmed that actual meter reading data has been used to bill the electric account for *** *** since her occupancy date.In response to ongoing billing concerns, a voice mail message was left for *** *** on February 16, 2017, to advise that a meter test was scheduled for February 21, On February 21, 2017, the electric meter was tested and found to be recording with an overall accuracy of 100.0%The meter technician also noted the meter reading of during the test as per the company processThis meter reading was in line with the remote reading of used to invoice the account on January 25, 2017.*** is not in a position to prove or disprove what internal factors may have contributed to the higher than anticipated electric consumptionOur customers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their meter from one actual meter reading to the nextPrimarily, the major energy users in the home such as the heating/air conditioning, electric hot water heater, refrigerator, dryer and lighting all contribute to the overall electric billHeat pumps do require more energy to heat the home and therefore results in more consumption and higher bills.As previously stated, a *** Energy Engineer performed a field visit with the customer to help her understand why the bill was so highWe suggested that the thermostat to be set at degrees in the winter for maximum energy efficiencyWe do not recommend that a customer turn off their heating systemIn addition, we recommended that the customer have her heat pump check for proper functionThe customer has acknowledged that all appliances have been checked by her property maintenance and reported to be operating properly.*** *** *** March 8, Page 2In response to the customer's request for information on Maryland’s Energy Choice, a list of licensed third party energy suppliers can be found on the Maryland Public Service Commission websiteIn response to the customers concerns of *** charging high winter rates, our rates are regulated by the Maryland Public Service CommissionI have confirmed that we are billing the account using the Maryland Residential R rate scheduleAs per the Maryland R rate schedule, summer rates are in effective from June - October and winter rates that are in effect from November - MayIn response to the customer's statement about being charged an emergency heat rate, we have no way to identify when customer's heat pump is operating in auxiliary heat mode or emergency heat modeIn addition, we do not offer a different billing rate for Maryland residential customers who heat their homes with electricity.In response to the *** *** Reward program inquiry, the customer's account is enrolled in the 50% cycling optionThe customer received a one-time enrollment bill credit of $on March 30, Per the terms of participation in the program the customer has received $bill credit each month with invoices issued during June 2015- October and during June 2016- October The customer can opt out or change the level of participation to receive more bill credits by contacting ###-###-####.The invoice issued on February 23, 2017, reflects a credit adjustment of $128.5lThis credit represents the courtesy cancellation of all late fees previously assessed from May - January In addition, the paid security deposit of $plus interest of $was also released as a courtesy, and applied to the customer's account balanceThe customer can contact Customer Service at ###-###-#### for payment arrangements, if unable to pay the total amount due by March 16, 2017.Based on my review the customer's electric account has been billed accurately based using actual meter reading data using the correct billing rate.I trust this additional information will address the customers concerns.Sincerely,