Permasil

Customer Service interaction remarks dated February 17, state that *** *** was advised the request to waive the security deposit was denied due to payment history. We sincerely apologize for the subsequent miscommunication provided by multiple Pepco employees regarding the
return of the $security deposit; we will work to send a security deposit refund policy refresher communication to our representatives Provided the next months of payments are made in full and on time by the due date, the $security deposit will be eligible for refund in February of The deposit was assessed in November The account has been carrying an outstanding balance for greater than two yearsA 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 accountThe utility must return 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 credit With an initial payment of $by the February 24, due date we are willing to re-instate the customer’s Budget Billing Plan and place the remaining delinquent balance on an installment plan Please have the customer contact me (Ms.G***) at ###-###-#### after making the payment to provide proof and to accept the Budget Billing and or the installment plan offer

*** *** *** Revdex.com K St NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** *** *** Largo, Maryland *** Account #***Dear *** ***:This letter serves to respond to the concerns expressed by the above referenced customer regarding Pepco's
request for a depositI have reviewed the customer’s account and would like to offer the following explanation.Review of our records reflects that the customer was granted an extended due date per her request to coincide with a monthly government checkThe due date was changed from between the 24" and 27" of the month to between the 7" and the 9" of the following monthThe change became effective with the customers' bill for service to June 1, 2015.Deposits are only requested of customers who have maintained less than satisfactory payment habits over a 12-month periodReview of the customer’s payment history reflects that even after the due date was changed the account reflects monthly arrears, late and infrequent partial payments, as well as three disconnect notices (see attached)Consequently, On September 25, 2015, a deposit was requested in the amount of $The deposit represents approximately twotwelfths of the customer’s annual usage.As indicated in the enclosed tariff, “For Residential Customers who have not paid a deposit, a deposit may be requested if the Customer fails to pay a bill after a reasonable time has elapsed from the receipt of a termination notice which has arisen because of non-payment of the bill”We expect our customers to pay their electric bills by the due datesBased on the deposit criteria and review of the customer’s payment history, the request for a deposit is warranted.Currently, the account reflects a balance of $801.64, which consists of the arrears, in the amount of 387.55, a late charge of $3.15, the balance of the deposit request, in the amount of $and the current bill, in the amount of that is due by January 7, 2016I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan P***

Ninth Street, NW Washington, DC 20068February 16, 2016Mr*** *** The Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** *** Silver Spring, Maryland *** Account: *** *** *** Dear *** ***:This is in response to
complaint #***, regarding *** ***'s billing concerns for the above referenced accountWe appreciate the consumer's feedbackI have completed a review of the account and would like to provide the following information.Attached is a billing history, which includes meter readings from March 2, 2015, to February 10, Actual meter readings were used to bill the account each month during the referenced periodThe meter readings are consistent and have been verified in our meter data management systemAs meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billingTherefore, the bills are an accurate reflection of the electrical usage as registered on the meter.On February 11, 2016, our Pepco energy engineer conducted a site visitAccording to our engineer, customer has had an electrician identify the source of consumption in his unitThe electrician found that an auxiliary heating element is drawing kW on one of the phases, which the engineer confirmedOur engineer recommends that the customer's property management have an HVAC technician do a full diagnostic on the HVAC system.We can certainly understand the customer's concerns regarding higher than expected billingHowever, the bills have been based on actual metered data that was recorded on the meter.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

On May 31, 2017, Pepco was notified regarding a hole in the base of a transformer in front of *** *** *** *** Upper Marlboro, MDPepco responded and visited the premiseThe technician noted a small hole in the fiberglass and verified conditions were safeA second call was received on
June 1, in which Pepco respondedThe technician determined that conditions were safeIt was then referred to Pepco’s Underground Engineering departmentThe hole in the base was repaired with epoxyNo further repairs are necessary as the epoxy serves as a permanent repair Sarah M***Escalated Investigations Representative

March 15, 2018*** *** *** The Revdex.com K Street, NW, 10th Floor Washington, DC 20005-3404RE: *** *** ** *** *** *** Apt***Fredericksburg, VA ***Dear *** ***:This is in response to complaint # ***, regarding an unauthorized credit card charge in the
amount of $for payment of a Pepco billWe can certainly understand *** ***'s concerns associated with unauthorized credit card chargesHowever, *** *** should contact his credit card issuer to report unauthorized charges and to follow the credit card issuer's dispute resolution processThank you for the opportunity to respond.Sincerely,Harvey H

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because:
Why did any part of the deposit need to paid on a closed account? There should not be ANY security deposit on a final billWhat do you need to hold a secutiry deposit for? On a final bill at thatTo waive a portion of the deposit means that you are holding some of itAgain, why? I am no longer a customerThat is illegalHow much of the $deposit was paid? Why do you still have it? Why wasn't the refund paid to usage? That is illegalIt is theftPerhaps you should show your accounting departmentWhat you are doing is illegal, and I am prepared to file suitHopefully it ends in a class action lawsuit because there must be more people being scammed.
***
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This company should not be allowed to get away with the fact that due to their wanting to replace their meter I am being negatively affected in such a wayIt is not acceptable to me that a utility company should be allowed to bill their customer in such a wayThis is not the first problem I have had with their customer service and billing issuesI am not able to change company's as they are a the only company who has the ability to provide me with electricityIf this were any other utility such as cable or cell phone, I would have changed service by nowThis is all heir fault and I want a discount applied to my account to account for this fact.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because The business did not address my complaint I already understand what happened with the bounced checks that isnt what is in question It was inadvertantly sent to my wrong account and I am not disputing fees associated with that That was my fault He addressed everything except the phone call which was pulled up by the supervisor when I called stating that the Customer Service Rep informed me I had until the 21st to pay THAT is my issue I was not aware nor told my account would be cut off on the 8th when I called in at the beginning of the month During the call I informed the representative I have been out of town so I have not received any correspondences and the rep told me I had until the 21st of December( again which was verified when her manager reviewed the recorded calls) Also the MANAGER told me I should call in to get reimbursed due to the representative not giving me the correct information When I returned home my refrigerator had maggots and the smell was putrid I had to replace three bags trash bags full of meats and food etc.Again my issue is my services being cut off on the "8th" when I was instructed by the representatives at PEPCO I had until the 21st to pay my bill Maybe they need to go back and review the phone calls like the manager did when I called in So I do not agree with the explanation given
Regards,
*** ***

The following response was provided to the Maryland Public Service Commission: *** *** contacted the Maryland Public Service commission with concerns that his final bill for service ending June 2, at the above listed address was incorrectOn September 13, a new party called requesting
to assume responsibility for billing at the above listed address effective September 3, While processing the request to back-date the start date for the new occupant, *** ***’s bills were erroneously reversedWhen the representative re-invoiced *** ***’s charges, a $*** Merger Credit originally invoiced on the April statement and a $Peak Energy Savings Credit originally invoiced on the July statement failed to be reappliedAs of September 30, the credits have been successfully reapplied to *** ***’s account and the account balance now accurately reflects $dueI called *** *** on September 29, and left a message providing an explanation and an apology as well as my phone number if he had further questions We again apologize for any and all inconvenience this mishap has caused

Date: Thu, Feb 18, at 11:AMSubject: RE: Revdex.com Complaint #*** - *** *** *** *** ***, Cheltenham, Maryland *** / C/A ***To: [email protected]*** ***, I spoke with *** *** today and cancelled her participation in the budget billing program and established
a month installment plan at her request I advised that I would share her comments about her recent customer service experience and she stated that Pepco needs to have more compassion and flexibility instead of just following guidelines for customers who are trying to pay their bill The customer was satisfied at the end of the call. Thanks, Linda *B| Special Investigations Representative

Date: Fri, May 4, at 4:PMSubject: RE: [EXTERNAL] You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@myRevdex.com.org" Good Afternoon *** ***,Below is Pepco’s response for Revdex.com Complaint #***
regarding *** ***: On March 5, 2018, *** *** submitted an application for service and lease in the Pepco business office to establish services in her name*** *** requested to start serves as of March 5, At the time of application, there was an active account at the premise with an outstanding balance in the name of an individual *** *** identified in her complaint as a co-occupantThe lease provided by *** *** identified her as the solely responsible for the premise, effective September 1, *** ***’s Pepco account, therefore, was established with a start date of September 1, 2017, the effective date of her lease, and billed to current billing period resulting in a balance of $1,309.67.According to COMAR 20.50.04.01-2, a utility may refuse to connect service if an attempt to secure service is made for connection of service to a residence where there are co-occupants, if a service account for that dwelling unit was previously maintained in a current co-occupant's name during a period of co-occupancy with the applicant and the co-occupant has failed to pay or make satisfactory arrangements to pay an outstanding bill or undisputed portion of a disputed bill for service at the dwelling unit, the collection of which is not barred under applicable State or federal law*** ***’s application for service was not properly forwarded to Pepco’s Credit department for review; had it been it would have been denied in accordance with COMAR 20.50.04.01-2.As a result of *** ***’s inquiry to the Revdex.com, Pepco has adjusted the account effective date to the date the application of service was received on March 5, 2018. The current account balance is $874.67, including a deposit request in the amount of $and electric charges totaling $covering period March 5, to April 2, 2018.The previous account, held by *** ***’s co-occupant has an outstanding balance of $1,The past due balance for the prior account at this premise must be satisfied by making payment or establishing payment arrangementsAlternatively, *** *** must provide valid documentation which proves that she did not reside at the premise during from the lease effective date of September 1, through the date of the application of service, March 5, 2018, by May 15, Pepco may terminate service in accordance with COMAR 20.31.02.04. According to COMAR 20.31.02.04, an electric service, gas service, or both, may be terminated in accordance with this regulation, if service at a dwelling unit has been secured by an application made for connection of service to a dwelling where there are co-occupants, if a service account for that dwelling unit was previously maintained in a current co-occupant's name during a period of co-occupancy with the applicant and the co-occupant has failed to pay or make satisfactory arrangements to pay an outstanding bill or undisputed portion of a disputed bill for service at the dwelling unit, the collection of which is not barred under applicable State or federal law; or an application was made by an individual for the purpose of assisting another occupant of a dwelling unit to avoid payment of that occupant's prior outstanding bill. *** *** may contact Customer Service at ###-###-#### to request payment arrangements.Thank you,Sarah M

[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,
*** ***

*** *** ***, NW Washington, DC 20068May 04, 2016Mr*** ***The Revdex.comK Street NW 10" FloorWashington, DC 20005-3404RE: *** ***Revdex.com#*** *** *** *** Ln Clinton, Maryland 20735Account number: *** *** ***Dear Mr***:This is in response to Ms
***’s concerns regarding her Pepco bills for the above referenced accountWe appreciate the consumer’s feedback and would like to offer the following information.We exchanged Ms***’s meter on October 16, and installed a smart meter that should have allowed us to obtain remote meter readingsUnfortunately the meter installed was taking accurate readings but not communicating them to the billing systemThis caused Ms*** to receive invoices computed with estimated meter readings from October 29, to March 06, A new meter was installed on March 07, and the previously estimated bills were adjustedSince the installation of the new meter the invoices for March and April have been based on actual meter readings.Ms*** did keep constant contact with Pepco during the matter and a hold was placed on her accountWhen the original hold expired on December 10, 2015, we failed to extend the hold date or to place an additional hold and Ms***’s account was erroneously assessed a security depositThe $security deposit was removed from the account and will not be reassessed provided the account maintains good standingWe apologize for any inconvenience this may have caused the customer.If Ms*** needs to defer paying the entire balance of $by the May 20, due date, we can offer her a month installment planShe may contact me at the number above or call into our Customer Care Department at ###-###-#### Monday thru Friday 7:00AM-8:00PM to make the request.Thank you for the opportunity to respond.Sincerely,Michelle G

Attached is a twelve (12) month billing history.Actual meter readings were used to bill the account each monthAs meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding bill. Pepco is not in a position to prove or
disprove what internal conditions may contribute to the customer’s consumptionOur customer’s through their individual patterns determine the actual kilowatt-hour consumption registered on their meter from one actual meter reading to the nextIt is notable that the billing history reflects high electrical usage during the winter months (November through March)Typically increase winter consumption may be attributed to increased usage/demand for equipment and appliances that provide heatingAdditionally, if any equipment or appliances are not operating efficiently, energy usage can increase. According to our records, *** *** contacted Pepco’s customer service on February 29, 2016, and was transferred to Pepco’s Energy Advisors to leave a messageOn March 5, 2016, an energy advisor returned *** *** call, however, was unsuccessful in their attemptThe energy advisor left a message including a phone number for *** *** to return the call for assistancePepco has no record of *** *** contacting Pepco again regarding this matter On August 9, 2016, *** *** established an installment plan for the balance of $which defaulted due to insufficient paymentOn November 30, 2016, a Final Notice of Service Termination was issued requesting the past due balance of $to prevent the interruption of service on or after December 15, A payment of $was received on December 13, *** *** established a second installment plan on January 9, 2017, for the balance of $which is still active The current account balance is $Per the terms of the installment plan agreement, a payment of $was due March 15, The balance due of $includes current charges totaling $166.99, an installment paymet of $and an installment reduction amount of $Pepco is willing to renegotiate the current installment plan at the customer’s requestThe customer may contact Customer Service at ###-###-#### to make payment or provide proof that payment was made. Failure to adhere to the terms of the installment agreement can result in the installment plan defaulting and collection procedures, up to and including termination, to resumeRegarding *** ***’s concerns regarding the accuracy of the meter, the customer may contact Customer Service and request a meter testThe meter is located in the basement of the buildingFor this reason, a meter test must be scheduled for a Pepco technician to gain access*** ***’s must contact the property management company should she not have access to meter location.I trust this information will assist you in responding to the customer’s concerns.Sarah M***Escalated Investigations Representative

*** *** ***, NW Washington, DC ***December 21, 2015*** *** *** Trade Practice Consultant Revdex.comK Street, NW, 10" Floor Washington, DC 20005-3404Re: *** *** case #*** *** *** Fort Washington, Maryland ***Dear *** ***:Thank you for
contacting Pepco on behalf of our mutual customer, Mr*** ***I appreciate the opportunity to provide the following information.In January 2015, Pepco transitioned to a new customer information and billing systemAlthough extensive time and effort was dedicated to ensuring every aspect of our billing system conversion was as seamless as possible, it is not unusual for some unforeseen issues to occur during the stabilization phaseUnfortunately, the system conversion resulted in a delay in rendering this customer's invoices during the first quarter of this yearAdditionally, a recent issue involving the customer's third party supplier was identified, resulting in a delay in rendering the October and November invoices.I have reached out to the customer as requested and explained that we are working diligently to resolve all issues and to let him know that we sincerely appreciate the customer’s patience while we work to get this correctedI will review the customer’s invoices over the next few months to ensure the billing is accurate and timely.Sincerely,Linda *B***

[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 the resolution is reasonable and under the protected consumer rights and advocacy laws I agree to the the terms afforded by the company for an installment plan. On the other hand, under this same clause I expect Pepco, Incto conduct an inspection of the telectrical meter for *** *** *** *** ***, Washington, D.C., *** effective immediately This unit is a studio apartment that should not generate a significantly increasing consumer usage bill
Regards,
*** ***

On December 21, 2017, Pepco responded to an outage at *** *** *** ***, MarylandPepco discovered a motor vehicle made
impact with a poleA crew was contacted immediately to replace the poleIt
was determined that the customer’s service entry box required repairs
These
repairs would need to be completed and inspected prior to reenergizing service
On December 29, 2017, inspection was completed by Prince
George’s County Department of Permitting, Inspections and EnforcementAn email
request was received from the Office of the Customer Advocate regarding the
outageCustomer Advocate Rachelle N*** coordinated with Pepco’s Engineering
and Construction department and service was re-energized on December 30,
Pepco understands the customer’s frustrations regarding the
delay in service restorationThis delay in process has been addressed
internallyIf you sustained a loss that you feel is Pepco’s responsibility,
you may file a claim by calling ***, Monday through Friday, between
8:a.mand 4:p.m

Ninth Street, NW Washington, DC 20068March 28, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** *** Fort Washington, Maryland Complaint No: ***Dear *** ***:This letter serves as a
response to your inquiry received on March 9, on half of our mutual customer, *** *** *** and the account's billing.Upon further review of the metering and billing records, we determined on January 7, 2016, a net-meter (***) was installedAfter receiving several inquiries from the customer regarding the conflicting net-meter (***) printed on the bills, we conducted a field visit February 19, and confirmed the correct net-meter installed on the premise is ***.While updating our system in January to reflect the new meter, we mistakenly updated the account's record with the incorrect net-meter (***)Consequently, all bills rendered after the meter exchange are incorrect, including the adjusted bill issued on February 17, for service rendered on December 31, to January 28, for $Since discovering the error, the account's metering records have been updatedAdditionally, corrections to the billing are in progress to show accurate consumption recorded on the new net-meterThe bills will be cancelled back to December 31, 2015, which is the last scheduled meter read date prior to the meter exchange, and billed forward.Regretfully it was necessary for the customer to contact us more than once to get the assistance neededFurther, we apologize for the inconvenience and confusion this matter has caused.I trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie R***

Ninth Street, NW Washington, DC 20068May 6, 2016Mr*** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** #*** Silver Spring, Maryland Complaint No: ***Dear Mr***:This letter serves as a
response to your inquiry received on April 21, on behalf of our mutual customer, Ms*** ***'s request for a refund.Upon further review of the metering and billing records, we determined the account was closed on January 31, 2016, for a credit balance in the amount of $(attached)The final bill was sent to the service address, as a forwarding address was not given at the time the customer closed the accountOn February 18, 2016, the customer inquired about the status of the refund and also provided a forwarding address: *** *** *** *** **, Memphis, Tennessee On February 26, 2016, a refund for $was processedIn April 2016, the customer initiated another inquiry which revealed the mailing address was entered incorrectlyAs a result, the customer did not receive the refundAfter confirming the original refund remained outstanding, a stop payment was issued, and a new refund request was released on May 6, 2016.We apologize for the inconvenience and confusion this matter has causedI trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie R

September 28, 2016*** *** *** The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** *** *** Rockville, Maryland *** Account Number *** *** ***Dear *** ***:This is in response to complaint #*** regarding *** ***'s
billing concerns for the above referenced accountI regret it was necessary for *** *** to contact us more than once to have her billing issue addressed and I sincerely apologize for any inconvenience *** *** may have experienced as a result.I have confirmed that *** *** submitted an on-line request on July 5, to start service at *** *** *** *** #***, Rockville, Maryland ***; however, the request was processed on July 12, 2016, with a start date of July 12, As a result of the incorrect start date, *** *** stated that she incurred an apartment management company fee in the amount of $38.08, which she is seeking reimbursement from Pepco.On September 28, 2016, spoke with *** *** regarding her request for a credit of $38,On a customer relations basis, a credit adjustment of $has been applied to the customer's Pepco account, which will reflect on the next billing statement*** *** was satisfied with the outcome.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H