Potomac Electric Power

Review: I am an Officer that was assaulted at work and my compensation payments have not started. My service is going to be disconnected. The CEO stated on TV that people having outstanding payments should call in to make arrangements. I have two elderly people living in my household that require breathing machines.Desired Settlement: A payment arrangement. I can pay $450.00 on March 5,2014. $250.00 two weeks after. Then monthly payments of $450.00 until the debt is paid. If I have more, I will pay more.

Business

Response:

March 12, 2014

Dear Mr. Dennis:

This is in response to complaint #[redacted] regarding **. [redacted]'s request for payment arrangements for the above referenced address. Please know that on March 7, 2014, the Maryland Public Service Commission requested [redacted] to consider a payment plan for **. [redacted]. Subsequently, on March 11, 2014, [redacted] offered a deferred payment plan, which was accepted by **. [redacted].

The deferred payment plan was established for the total amount of $2,992.57. A payment of $592.57 is due by March 19, 2014 and the remaining balance of $2,400.00 is due in 12 monthly installments of $200,00 plus the current monthly bill.

I trust this information will serve to satisfactorily resolve **. [redacted]'s concerns and I appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.

Sincerely

Review: For the past 12 months, I havent been able to pay pepco with some sort of drama. Payments not being honored and kicked back to the bank when there was more than enough funds to simple lost or I dont know what happened you got confirmaion of payment but we forgot to take the money out? oh thats your fault. What is this?!!! Unacceptable! Then, I try to make payments online and keep getting the same error message month to month so I have to call and sometimes magically they can fix it and sometimes they tell me there's no way to override the computer/IT problem?!! So frustrating and there's no one else I can get electricity from!!! Monopoly on my lifestyle. I dont know how to live without electricity and so I'm forced to deal with their incompetence. ANd if I didnt spend an HOUR per month getting a simple payment through, they'd be getting all those late fees. How many others dont have the luxury to fight during working/businesss hours?!! The need an IT overhaul. A way to override the system and process people's payments when they need to make them. A complete re-haul re-training of the customer service representatives.Desired Settlement: A least a month free/reimbursement for the year of crap they've put me and my roommates through. We are busy graduate students, trying to be responsible and pay our bills on time, and PEPCO is making our lives hell and that goal very difficult.

Business

Response:

August 21, 2014Dear [redacted].This letter serves as a response to your inquiry on behalf of our mutual customer, [redacted]. An investigation into the recent returned payments made towards the above referenced account number was conducted and I offer you the following.On February 17, 2014, an electronic check for $21.04 was submitted using our My Account portal. [redacted] is the checking account holder. On February 21, 2014, [redacted] dishonored the transaction because the information entered by the payer did not match their records.On March 17, 2014, a credit card payment for $34.00 was processed through the [redacted] Speedpay link posted on our website. The payer/credit card holder identified themselves as [redacted] and instead of entering [redacted]'s service address, the payer entered: [redacted], MD [redacted]. The credit card company did not honor the transaction citing the information entered did not match their records.It is beneficial to note that several inquiries and payments were made by individuals identifying themselves as [redacted]'s roommates, including [redacted], who until February 20, 2014, was the joint account holder. Our investigation concludes that the unsuccessful payments were due to data entry errors by the payers. By disclosing the utility account number to others as a means of remitting payment, [redacted], as the accountholder, automatically assumes responsibility for such payments. Since the submittal of the complaint, the customer enrolled her personal checking account into our online autopay feature.I trust this information will assist you in responding to the customer's concerns. If you have any additional questions, please contact me.Sincerely,Stephanie R.

Review: We just made a full payment of $315.00 for our FIRST MONTH of stay, and the company already generated a second bill , in the amount of $265.21 , due 02/18/2014. My credit score is 689, I have two credit cards (one with zero balance, another with 30% of debt vs available credit line), I have zero negative reports on my credit file, and all accounts in good standing, yet the PEPCO charged me $148.00 in "deposit" charges , alleging that my credit report justified it. Thus, the total charges for first moths were $313.07 ( $148.00 deposit + $165.07 for energy consumption). It's been only days since we paid off our first months' bill in full, and PEPCO already generate d a new bill for $265.21 I request full investigation, into meter, how the meter works, how the charges are calculated and how such a large amount of usage is possible in a very small, 2 bedroom energy efficient apartment in a highrise building , with heated hallways and thick thermo-isolation , which keeps the heat in and the heater workload to efficient levels. I moved here from 2 miles away, where we had much larger apartment, with broken heat on hallways and very low thermo-isolation, yet we have never had such a large charge during any winter month I have in my memory. I repeat: we demand a full investigation and I will file a separate complaint with the authorities controlling the utility companies in MD, to find out if any fraudulent activity is involved, whether the meter is broken or company is deliberately inflating the charges beyond the actual usage. It is impossible to have such a large usage of energy in a matter of 1 months in such a small , energy efficient apartment. Needless to say that we are a family where kids go to school and parents work full time and we are only home (watching TV, using lights , etc) for less than 12 hours, out of which 8 we are asleep. Who and how uses that much of an energy in such a short period of time? Nothing short of a full investigation and a full test of the meter will answer the question: how did PEPCO come up with such an incredibly high charges on our monthly bills? And that's what we demand: a full investigation and accountability.Desired Settlement: We just made a full payment of $315.00 for our FIRST MONTH of stay, and the company already generated a second bill , in the amount of $265.21 , due 02/18/2014. My credit score is 689, I have two credit cards (one with zero balance, another with 30% of debt vs available credit line), I have zero negative reports on my credit file, and all accounts in good standing, yet the PEPCO charged me $148.00 in "deposit" charges , alleging that my credit report justified it. Thus, the total charges for first moths were $313.07 ( $148.00 deposit + $165.07 for energy consumption). It's been only days since we paid off our first months' bill in full, and PEPCO already generate d a new bill for $265.21 I request full investigation, into meter, how the meter works, how the charges are calculated and how such a large amount of usage is possible in a very small, 2 bedroom energy efficient apartment in a highrise building , with heated hallways and thick thermo-isolation , which keeps the heat in and the heater workload to efficient levels. I moved here from 2 miles away, where we had much larger apartment, with broken heat on hallways and very low thermo-isolation, yet we have never had such a large charge during any winter month I have in my memory. I repeat: we demand a full investigation and I will file a separate complaint with the authorities controlling the utility companies in MD, to find out if any fraudulent activity is involved, whether the meter is broken or company is deliberately inflating the charges beyond the actual usage. It is impossible to have such a large usage of energy in a matter of 1 months in such a small , energy efficient apartment. Needless to say that we are a family where kids go to school and parents work full time and we are only home (watching TV, using lights , etc) for less than 12 hours, out of which 8 we are asleep. Who and how uses that much of an energy in such a short period of time? Nothing short of a full investigation and a full test of the meter will answer the question: how did PEPCO come up with such an incredibly high charges on our monthly bills? And that's what we demand: a full investigation and accountability.

Business

Response:

February 11, 2014

Dear **. [redacted]:

This letter serves as a response to the complaint received on February 10, 2014 on behalf of the above referenced customer.

The customer’s service commenced on November 27, 2013 and a deposit of $148.00 was requested based on information provided to us by [redacted]’s Telecommunications, Energy, and Cable Companies report. The customer was notified in writing of this deposit request on November 22, 2013 (letter enclosed).

The purpose of a deposit is to ensure payment of the final bill per Pepco’s Maryland General Terms & Conditions, page 17, section 4.a.3. (enclosed). A residential deposit is held for a minimum of 12 months and is refunded with interest if the customer maintains a satisfactory payment record. In a gesture of good customer service, we have waived the deposit and applied the deposit payment plus interest ($148.01) to the customer’s billing. This reduced the amount due on February 18, 2014 from $265.21 to $117.20.

The customer previously contacted the Maryland Public Service Commission regarding her high bill and meter accuracy concerns. Our response (enclosed) was sent to the Commission on February 10, 2014.

I trust this information will address the customer’s concerns. If you have any question, please contact me.

Sincerely,

Review: Pepco has time and again refused to send me an accurate bill, it uses intimidation, unethical fees, not due to late payment, but due to late billing. They send no bill for a year, then they add late fees, and send an outrageous over estimated bill, which they demand to be paid immediately or else they threaten to disconnect, these are illegal practices. How can you as a business withhold a bill for a year, and then add late charges, and threaten a customer with disconnection if such a bill isn't paid, that is highly unethical, and criminal behavior, it is theft. I have tried countless of times to settle it with the company, but the policy of unethical criminal racketeers demand that their criminal fees are paid.Desired Settlement: I want all fees removed, and all fees that have been paid to be applied to the actual amount owed. These practices are criminal, and they should be in jail for their crimes.

Business

Response:

August 29, 2013

**. [redacted] Trade Practice Consultant

Revdex.com 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

Re: Consumer Complaint No. [redacted]

Dear **. [redacted]:

This letter serves as a response to your inquiry on behalf of our mutual customer, [redacted], regarding the initial bill (attached) for services rendered from June 29, 2012 to July 1, 2013 (367 days), for charges totaling $204.05 and payable by July 25, 2013.

The billing records indicate until June 29, 2012, the bills were formerly in the name of [redacted] ([redacted]), property owner and current joint responsible party. **. [redacted] initiated a stop service order which took effect on June 29, 2012. The service remained on despite the lack of a responsible party to bill, which resulted in our generating a notice of intent to disconnect (attached), dated June 6, 2013. On June 12, 2013, **. [redacted] responded to the notice by taking responsibility for the unbilled consumption effective June 29, 2012, along with adding **. [redacted]’s name to the new account.

As stipulated in The General Terms and Conditions for the District of Columbia, Page 10 & 11, Section 2: Commencement of Service (attached), customers are accountable for notifying the Company to accept responsibility for service rendered (attached). The disputed 367 day initial bill is the result of the customer(s) delayed response to take responsibility for the service. Therefore, the account was billed appropriately and an adjustment towards the initial bill is not warranted. Since generating the initial bill, the account has gone through subsequent billing for service rendered from July 1 to July 31, 2013, for charges totaling $71.63 and due by August 26, 2013. The payment records reflect a $20.00 payment was received on July 15, 2013. As of today, the outstanding balance is $257.52 which was due by August 26, 2013.

I trust this information will assist you in responding to the customer’s concerns. If you have any additional questions, please contact me.

Sincerely,

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: the lumpen-business man is lying, the property owner will swear in front of a judge that he never initiated a stop of service, it is an outright lie, how dare these lumpen-businesses, practice such lowlife behavior against loyal customers, the meter was changed to a wireless meter, (against the will of the current tenant), then for a second time the snake oil sales man business, with held the bill for 8 months before they threatened to disconnect the electricity, this lumpen-business has been terrible, I've had no problems with the water bills, nor the gas bills, but for some odd reason, the lumpen-owners, of this lumpen-business have caused nothing but trouble, I'd like an apology for lying to me, and to the Revdex.com, it is very unethical behavior, only suitable of a lumpen!? Please do not respond with lies, they will be rejected. If you need the sworn testimony of the property owner, he is happy to provide it.

Regards,

Review: My complaint is about Pepco Account number [redacted].This account was closed as of June 7,2013 but they have not sent me yet a final bill.Since then I repeatedly called Pepco's customer service to inquire when I will be sent a final bill after the account was closed, but am not able to get an answer as to when I would be receiving the final bill.Last time I called on 7/6,a month after the account was closed and the customer service person I spoke with stated that she does not know when I would be receiving my final bill since it is not her department that issues the bill and that I should wait in patience , but she does not know when the final bill will be issued.Desired Settlement: Be sent a final bill

Business

Response:

See Attachment

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:

Please keep case open until the promised bill will be received.

Regards,

Consumer

Response:

I spoke with [redacted] on the phone yesterday, he said he received the bill and that his complaint is resolved.

Review: This email serves as a formal complaint against Pepco for incorrect billing practices. I firmly believe that Pepco has charged our electric account at a higher rate in order to keep our security deposit. Upon first opening this account in July of 2012 we have had problem after problem with Pepco. The account was set up in July and we received no bills. We phoned in and told that it would come in for the next month because we were only there for a small portion of the previous month. September rolls around and we get a notice to disconnect saying that we have no account. We call and get that rectified as well as request budget billing. We were told we could not get on budget billing until we have a full month’s bill. Fine.. we wait another month and we are able to join budget billing for under $200.00 a month which we paid with no issues. On December 26, 2012 Pepco installed the energy wise thermostat in our home and UP WENT THE BILLS! Every other month it seemed like our budget billing amount changed and we always paid. When the bill increased to 500 due at the end of our settlement month and we called in to find out why. We were told by the rep at that time that as long as we continued to make the budget billing amount due which was $300 per month that we would be just fine. Months later.. as we look at our monthly bills our usage has gone down every month but the amount that we owe to Pepco seems to still be jumping. I would like for someone to explain to me how we even owe Pepco anything if our actual usage charges are never more than 160 a month for the past month or three and we pay Pepco an amount of $150 BI WEEKLY! So there were several past months that Pepco received over $300 a month and yet we are supposed to believe that we still owe you?!?! Also if we gave a security deposit and have made all of our payments on time then we are entitled to get that money returned to us or credited to our account. However when we call Pepco we are told that in July ( our settlement month..how convenient) we made a late payment so we don’t get our deposit back. I have bank statements that show that Pepco received full payments from us every month. Pepco is unfairly charging its consumers because they know we need them. My husband and I work too hard to take care of a family of six to just be giving money away. We have NO problem paying for our bills on time and we utilize online bill pay through our credit union so our payments are AUTOMATICALLY made every two weeks. We do it this way to avoid late payments and/ or fees. Again, we would like our security deposit returned to us or credited to our account. We would also like to be removed from your Budget Billing plan and we want the Energy Wise Rewards thermostat removed from our home and our prior thermostat re-installed..which ironically the Pepco repair man took with him back in December 2012.Desired Settlement: we would like our security deposit returned to us or credited to our account. We would also like to be removed from your Budget Billing plan and we want the Energy Wise Rewards thermostat removed from our home and our prior thermostat re-installed.

Business

Response:

The customer’s service commenced on August 31, 2012. A deposit of 296.00 was assessed at the time the customer applied for service when the proof of identity information did not pass our positive ID verification process.

On October 9, 2013, the held deposit plus interest of $296.44 was refunded and applied to the customer’s electric account. This was done based on the payment record on the account. On October 9, 23013, the customer was contacted to advise of the deposit refund and of the credit balance of $66.26. This credit balance will remain on the account will be applied toward future bills. As requested the customer has been removed from the budget billing plan.

An Energy Wise Rewards (EWR) Thermostat was installed during December 2012 as part of the enrollment in the Energy Wise Rewards Program. On October 8, 2013, an appointment was made to have the Energy Wise Thermostat removed at the customer’s request. The customer had requested that her original thermostat be reinstalled when the EWR thermostat was removed, however it was no longer available. A generic Honeywell Thermostat was installed and the customer was satisfied with this option.

A bill analysis was conducted to review the usage since the date of occupancy from 8/31/12 to 9/24/13 and is being attached. The analyzer shows the customers average daily kilowatt hour consumption by billing cycle as recorded on the smart meter. This bill analyzer is available for the customer to use by registering for My Accounts via Pepco.com. In reviewing the data an increase in the usage began in late October 2012 and continued through late March 2013, which is a normal pattern for an all- electric dwelling. Since the usage increased prior to the installation of the EWR thermostat it is unlikely that the EWR Thermostat was the cause of the high bills.

Pepco is not in a position to prove or disprove what internal factors may have contributed to the higher than anticipated electric consumption. Our customers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their meter from one actual meter reading to the next. Primarily, 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 bill. If any of these were not operating efficiently, it could, have caused the usage to increase.

At this time the customer has a credit balance of $66.26. A new bill will be generated on October 28, 2013.

I hope this information is helpful in responding to the customer’s concerns.

Review: Periodically, Pepco sends its costumers in my neighborhood a ranking of the homes' electricity usage. After informally polling these neighbors, we are suspicious that these Pepco ratings are bogus. They offer a service where an electricity rate can be locked in for the next year. Could you investigate these household electricity usage rankings?Desired Settlement: Confirm that pepco's household electricity rankings are inaccurate and if so to stop these practice.

Consumer

Response:

Resolution desired: Pepco to stop sending rankings of neighbors' energy usage if those rankings are bogus

Business

Response:

See Attachment

Review: I am no longer living at the current address listed above. I had lived there for 8 years from April 1 2006 to May 30 2014. I complained over and over to PEPCO about how high my bills were and that I had 2 functioning meters on the outside of the house. I felt that the garage behind me was using my electric, it is rented to a mechanic. PEPCO said they'd check my meter but never did in my presence. Then Nov/Dec 2013 I get a $500 bill - $500 for ONE MONTH. This house is OLD and uses OIL for heat there is NO A/C. Then I got like a $400 & $300 bill after that. THERE IS NO WAY I used this much electric ever. I asked again for meter check. PEPCO said they came out. I said I wanted to be there but I wasn't. They never gave me results of meter & said it worked fine. I repeated there are 2 meters & they said, no there are not. I sent them pictures of the two FUNCTIONING meters which are RIGHT NEXT TO THE 300 GALLON OIL TANK. Never got a response. Then they put me in for collections. I need HELP.Desired Settlement: I want a real assessment of the electricity used. I want an investigation into the 8 prior winters billing history for Oct or Nov - April to see how WAY OFF these bills are. I want to pay the correct amount which I think should have been $100 or less per month.

Business

Response:

September 15, 2014Dear [redacted]:Thank you for contacting Pepco. Your billing concerns were forwarded to me for review and I appreciate the opportunity to provide the following information.Attached, for your convenience, is a billing history for service from December 7, 2012 to January 9, 2014. All of the bills during the referenced period are based on actual meter readings. Additionally, on January 30, 2014, your meter was tested at an overall accuracy rating of 99.6%, which is within the accuracy guidelines (98% to 102%) prescribed by the Maryland Public Service Commission. As meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing. Based on this information, your billing is an accurate reflection of your energy usage.Although we understand your concerns over the higher than expected bills, Pepco is not in a position to determine what internal conditions or equipment contribute to your usage. Pepco is responsible for rendering a bill based on actual data retrieved from the meter serving your home and for ensuring the meter is recording electricity accurately. You are responsible for the energy used within the home as recorded by the meter. That includes monitoring your usage and determining what equipment or appliances are contributing to that usage. However, we can assist you in this effort by arranging an appointment for you to speak with one of our Energy Engineers. They can offer you additional, customized information on managing your energy usage and help you identify what factors contribute to your electric consumption. Please contact me at the telephone number listed above and I will arrange to have a Pepco Energy Engineer get in touch with you.Thank you again for the opportunity to respond. You are a valued customer and we look forward to continuing to serve you.Sincerely,Stan PSpecial Investigation Representative

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:

For several reasons and I will just list them rather than write a letter:1. I never got the attached letter2. Pepco NEVER let me know when they were coming like I ASKED so I could talk to the meter person & show that I have 2 meters & oil heat & let them walk through my house3. The bills they show DO NOT INCLUDE the $500 bill/ the $400 bill I can send those to you and they DO NOT include balances moved forward each of them are for one month4. PEPCO NEVER EVER EVER addressed my questions about the TWO FUNCTIONING METERS ON THE HOUSE they have avoided that one.5. PEPCO NEVER EVER EVER answered my questions about the garage behind the house which is being used as a mechanic shop and HOW AND WHO that electricity is being billed to. That garage is attached to the house and the wires as well. There is no address for that garage its just a garage.6. PEPCO says I am responsible for the "equipment". What equipment? I had a fridge, stove and washer, dryer and lights in that house NOTHING MORE. There is no other equipment that is run on electricity.. Oil is the other source and is the only source for heating. There is no A/C. For EIGHT YEARS I complained about the $150 bills.. but man when the EIGHTH winter I was getting hit with $500 and $400 bills for ONE MONTH.. that was IT.. that was where I draw the line. NOTHING was being done different, no extra equipment, I was renting the house so I couldn't add or change anything to it. I was using oil for heat supplemented by our fireplace. I know the guy in the garage had lots of space heaters.

Regards,

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:

Again, PEPCO is failing to give adequate billing history. Failing to say where the other meter bills are going for all I know I've been paying for both the house and the garage attached to the house. That garage has been rented to two separate mechanics who use tons of electricity. I lived there from 2006 to 2014 and always complained about the high bills for a house with oil heat and no central A/C. My oldest daughter left home in 2009 for College then Army. My youngest worked at the Burtonsville VFD and spent more time there than home and got married in 2011 and moved out permanently. The electricity usage was minimal .. VERY minimal. PEPCO states I am responsible for faulty "equipment"? Does that include faulty PEPCO meters? In my opinion the bills were always to high. But once they got to $321.00 for December 2013, $522.28 for Jan 2014 that was just OUTRAGEOUS. Those were for CURRENT use billing NOT with any balance carried forward. There is no way, NO WAY I used that much electric.I could not get my billing history back to 2006 but I have much of it from 2009 onward showing that this just does NOT ADD UP. I also have copies of email complaints and inquires.

Regards,

Patrice Notaro

Business

Response:

October 10, 2014Dear [redacted]:This letter serves to respond to the ongoing concerns regarding the high bills for the above referenced account. As previously stated, I can only reiterate what was explained in our response letters to the customer dated August 12 and September 3, 2014, copies of which were provided to you in my response to the Revdex.com dated September 15, 2014 and that is; based on my review of the cumulative actual meter readings obtained each month, and the results of the meter accuracy test, the account has been billed accurately and no adjustment to the account is warranted.The customer has also filed her complaint with the Maryland Public Service Commission, and now has the opportunity to request a formal hearing on the matter. I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan PSpecial Investigation Representative

Review: Pepco hired an assistant company([redacted]) who tripled our monthly electric charges. Both companies have failed to lower the false charges even after a $535 monthly payment. The January bill was over $700 and now the February bill is $623 even after the partial payment. Me and my mom are both seniors who have resided here for over 33 years. Never has the electric bill resulted in hundreds like recently. We were forced to cancel services with these [redacted] people last month and the result came back about $100 less than last month. Only 3 people live here, nobody here during the day and we never use air-conditioning. Both companies are blaming each other and we have lost hundreds so far.Desired Settlement: We want our hundreds back from PEPCO/[redacted] before they try to cut our service off.

Business

Response:

May 2, 2014Dear Mr. Dennis:The restructuring of the electric utility in 2000 allowed customers the opportunity to select an electric supplier in the competitive marketplace for the generation of their service. Pepco provides the distribution, or delivery of the customer’s electric service and will also buy electricity at regulated rates for those customers that do not choose an alternative supplier.As the sole account holder for the above referenced service address, **. [redacted]’s mother, [redacted], chose [redacted] Power to be her electric supplier effective April 1, 2013. However, [redacted] Power advised us on March 8, 2014 that they would no longer be the customer’s supplier effective April 1, 2014. As of that date, Pepco resumed the electricity supply under regulated Standard Offer Service Rates.Pepco has no affiliation with [redacted] Power; further, deregulation bylaws prohibit Pepco from discussing supplier related inquiries and policies. Therefore, **. [redacted]’s concerns regarding [redacted] Power’s enrollment/marketing practices, rates/amount billed, as well as her request for a refund must be directed to the supplier. However, in order to assist in clarifying the customer’s billing concerns, I have attached a 12 month account statement for service from April 1, 2013 to April 1, 2014.Although the March and April bills reflect a “total amount due” of $763.25 and $623.38, monthly charges for these service periods were $234.21 and $145.98, respectively. In addition, the customer is enrolled in our Average Payment Plan (APP). This plan averages a customer’s monthly payment (excluding supplier charges) based on historical usage and projected consumption. **. [redacted]’s monthly APP amount for the Pepco portion of her bill was $42.00 a month. The account then entered a “settlement month” in which the bill was reconciled to a zero balance.I trust this information adequately addresses **. [redacted]’s concerns.Sincerely,

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: Me and my mom ([redacted]) have co-owned this house/property for 33 years. Pepco shares their monthly bill with the company known as [redacted]. While we are both senior citizens, my mom is very unaware of all types of business practice. If she ever agreed to join [redacted] thru Pepco, she was totally unaware that both companies would join and triple our monthly electric bill after one year. No one in this household is home during the day and there is no type of high electricity usage (no a/c either)Regards,[redacted]

Business

Response:

May 6, 2014Dear [redacted]:Pepco has no affiliation with [redacted] Power, the customer’s previous supplier. We received a supplier enrollment request from [redacted] Power on March 8, 2013, and sent the customer the attached confirmation letter on March 9, 2013. This letter advised the customer that [redacted] Power would begin supplying her electricity on April 1, 2013. On March 12, 2014, [redacted] Power advised us that they would no longer be the customer’s supplier effective April 1, 2014. As of that date, Pepco resumed the electricity supply under regulated Standard Offer Rates. I have also attached a copy of the confirmation letter we sent to the customer on March 13, 2014.Pepco’s rates for Distribution Services did not change as a result of the supplier enrollment. However, as stated in my earlier correspondence, any queries regarding the rate/amount billed by [redacted] Power for Generation Services must be directed to [redacted] Power.Lastly, all of the bills rendered during the referenced period from April 1, 2013 to April 1, 2014 were based on actual, cumulative meter readings and there is no evidence of any errors or inconsistencies.For our customers concerned about their electricity usage and the amount of their bills, Pepco has made available a free interactive tool; My Account. This tool allows customers to enter information into the application regarding their heating/cooling equipment, appliances, the size of their home, and other pertinent household factors. It then uses the customer’s actual billing data to help analyze the electric bills, conduct an energy audit of the home and discover ways to conserve energy and money. Customers may visit our website at www.pepco.com to take advantage of My Account.I hope the additional information provided will assist in clarifying [redacted]’s concerns.Sincerely,

Review: I opted out the smart meter last year. Since then, they hardly sent any person to read my meter, especially this year. Although they said it’s actual reading on the bill, but it’s not. I called them several times in the winter addressing that my heater uses gas and they should not charge me $200 per month for electricity. The customer representatives always said, “But it’s winter. Let’s see next month.” Then they estimated the same usage the following month. Until finally they conducted one actual reading this spring, so they didn’t send me the bill for one month. That was the only actual reading they did from January to June, 2014.

Since the Maryland Public Service Commission allowed PEPCO to charge reading fees for analog meters for the reading hardly happened, I decided to switch to the smart meter. PEPCO representative was happy to hear my decision and promised the reading would be accurate with no more estimate.

They installed the smart meter on 6/19, one day after the bill cut-off day. The technician told us the final reading on the old analog meter was 1207. As you can see from the copy of my bills below, they even overestimated my usage on 5/20 as 1242. I understand they would estimate my analog meter usage on 6/18 again, but what I don’t understand is they also estimated the smart meter usage on 6/18 with outrageous estimate of 14080 when the meter even wasn’t installed yet. I called PEPCO on 6/27 to complain about it. They promised to send me an updated bill soon or credit me back in the next bill. Neither happened.

Today, 7/24, I received my brand new bill. To my astonishment, they not only didn’t credit me, but continue to charge me for:

1) The smart meter usage that I had paid for last month—magically the last month estimate becomes 0 now.

2) The old analog meter usage when the meter was removed from my house on 6/19. In addition they ignored the final reading of 1207 on the meter which is now in their hands and dared to claim an actual read of 1411 on 7/18. Where’s my meter? Who’s using it? I’d like to know.

I called pepco this morning and they promised a supervisor would call me today. But after 6 hours no one contacted me, I'm not surprised.Desired Settlement: An immediate billing adjustment before the bill due date, plus a letter explaining over charge kWh in detail. Because I've switched to a new energy provider starting from 7/19 and I need to explain to my prior energy provider [redacted] that I have prepaid my usage last month and the current month bill should be 0.

Business

Response:

August 5, 2014 Dear [redacted]:This letter serves to address the concerns regarding the billing of the above referenced account. I have reviewed the manner in which the account was billed and offer the following explanation. Review of the account reflects that due to meter reading input errors, the account was billed incorrectly. Therefore, we have canceled the previous bills and re-billed the account from April 21 to July 18, 2014 based on the April 21 actual meter reading of 10760 to the June 20, 2014 removal of 12070 for1,310 kilowatt-hours (kwhrs). We added 681 kwhrs of actual usage to July 18, 2014, for a total of 1,991 kwhrs. This resulted in a bill for $$276.66, which consists of the Pepco bill for distribution ($119.57) and the supplier bill for generation ($157.09). After applying the previous payments totaling $428.66, the account reflects a Pepco credit balance of $152.00. Enclosed for your review is a billing statement for service from December 18, 2013 to July 198, 2014. Please extend our sincere apologies to the customer for the billing errors. I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan P

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.

Regards,

Review: I have setup automated payment on the account I have with Pepco. I validated the information and they did too, but no explanation was provided why they charged me a extra charge and why the fee was charged. When I called the customer representative was not explaining why and explaining any of the charges. It was incompetent and not training and would even add was rude.

I have heard the horror stories about Pepco and now that I do not have choice and I am a customer I understand why all of your customers never said a good word for this company.

This company is the worst!!! I have never dealt with such awful customer service and web site that is totally useless! Consider this as a formal notification that I'll follow up with Revdex.com!

The Customer Representative are arrogant and not listening to what the customers are explaining and would not provide any helpful assistance.

If there is a choice I would have used any other company!

Need someone to formally reply to this email ASAP!

Very very disappointed and dissatisfied customerDesired Settlement: A letter of apology.

Business

Response:

July 10, 2014Dear **. [redacted]:This letter serves as a response to your inquiry on behalf of our mutual customer; [redacted]. An investigation into the payment history for the above referenced service address was conducted and I offer you the following.On May 1, 2014, the customer created a profile on our My Account web portal, which allows customers access to view their bills and make payments online. Further, the customer enrolled his [redacted] checking account into the autopay feature. This allows automatic debit of the bill each month from the banking information preloaded by the customer (see attached). The customer has since cancelled the autopay feature.The following two electronic payments were sent to [redacted], and subsequently returned for invalid account information: $565.38 on June 12, 2014, and $565.38 on June 19, 2014. Both unsuccessful transactions warranted a $5.00 return payment fee; however, the fees have since been waived. Essentially, the customer entered inaccurate checking information into the My Account portal that did not match [redacted]’s records. On June 19, 2014 a valid payment in the amount of $570.38 posted to the account and on July 9, 2014 a payment of $183.44 was received. The account currently reflects a credit balance of $10.00.We regret it was necessary for the customer to contact us more than once for a satisfactory explanation.I trust this information will address the customer’s concern.Sincerely,

Review: I moved into a new apartment on February 22, 2013, and started recieving service from Pepco. In April I noticed that I was being billed for the wrong meter. Pepco did an investigation and determined that my complaint was correct. On July 29, 2013, I recieved my first corrected bill. The original bill I recieved stated that from March 12, 2013 to July 12, 2013, I owed $190. The bill took off the payment I made in April for $79, bringing the bill down to $111. I had to call Pepco about being reimbursed for the payment I made for February 22, 2013 to March 12, 2013. I had them resend the corrected bill which stated that I owed $88.48 and the payment was due August 19, 2013. Before the due date of that bill I recieved the bill for July 12, 2012 to August 12, 2013. This bill stated that for that month I owed $152. I called Pepco because I found it crazy that my bill for one month had almost equaled the bil from March to July. I didn't receive any answers, instead I was transfered to the energy department of Maryland, a state that I do not live in. The women I spoke to in the energy department stated that I needed to talk to billing. I called the billing department and wasn't given any answers. The supervisor, **. [redacted], told me that she was going to look into it and call me back. I haven't received any calls or input from them. I live in a one bedroom apartment, I'm working from 8am-6pm and the only thing I leave plugged in is my refrigerator and my tv; and yet my bill is almost as much as my parents who live in a 3 bedroom house and don't make an effort to turn off lights or unplug appliances.Desired Settlement: I would like an explanation of why the bill would change so drastically (either a print out of daily activity with charts to show when energy spikes or something that can explain the 700 kwh difference), someone to look into the meter to make sure it's working correctly, a potential refund if it is waranted, and an email/phone call with this information.

Business

Response:

October 3, 2013

Dear **. [redacted]:

This is in response to complaint #[redacted] regarding **. [redacted]’s billing concerns. I have reviewed the account and would like to offer the following information.

Attached a billing statement for service from February 22, 2013 to September 12, 2013 (Attachment #1), as well as a statement of supporting meter readings for daily usage from July 12, 2013 to August 12, 2013 (Attachment #2) to assist in clarifying the customer’s concerns.

We have confirmed that the consumer was erroneously billed for electric service recorded by the meter ([redacted]) that serves [redacted], instead of the electric meter ([redacted]) that actually serves **. [redacted]s’ basement unit. This condition, which we call reverse metering/billing, has been corrected and all bills for service from March 14, 2013 forward reflect the proper electrical usage.

Reverse metering/billing can result from various conditions including, but not limited to, structural changes, apartment number changes, meter switching, meter cabinets marked incorrectly, or incorrect information on our billing records. Consequently, after verification of the correct meter numbers for each account, our billing records are corrected, and adjustments are made to each account.

Meters record usage cumulatively and we found no inconsistencies with the recorded meter readings. The bill (July 12, 2013 to August 12, 2013) in question, was rendered for 1152 kilowatt hours, determined by subtracting the previous actual meter reading (3668) from the current actual meter reading (4820). In addition, my review of the recorded daily meter readings and daily kilowatt hours for this service period indicates that this billing is a reflection of the consumer’s usage as registered on the meter.

Although I understand **. [redacted]s’ concerns regarding this higher than expected billing, all of the bills from February 22, 2013 to September 12, 2013 were based on actual metered data. Generally, the major energy users in customer’s homes are appliances that generate heat or provide cooling such as electric heating, electric hot water heating and air conditioning. It is also important to note that if any appliances are not operating efficiently, energy usage can increase.

I trust this information will serve to satisfactorily resolve **. [redacted]s’ concerns and I appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.

Sincerely

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 want to see more detailed information about daily usage. I would like to see when the usage spikes since I'm not home majority of the day and I'm pretty much sleeping the other half. I also find the July-August bill ($152) was double the price of the bill for August-September ($79) and I've done nothing different. I think this makes that $152 bill stand out even more. That bill is about the same amount my parents pay for a house and I only live in a one bedroom, I keep everything unplugged and I sit in my roo** without lights on. I feel like I live unlike other people and seem to have a higher bill than anyone I talk to. I want more answers.

Review: I stopped my Pepco services on October 31, 2013. After several calls to Pepco regarding my $61.27 refund, I still haven't received it yet although I was told that the process take 30 days. My most recent call to Pepco was today and I was told that the refund still haven't been sent out yet. Clearly it's well past 30 days and I can't seem to get a straight answer from anybody as to why I haven't received my refund.Desired Settlement: Send me my $61.27 refund now.

Business

Response:

December 10, 2013

Dear [redacted]:

This letter serves to respond to the complaint filed by the above referenced customer regarding her request to have the final bill credit of $61.27 refunded back to her. I have reviewed the manner in which the account was billed, and have determined that the final bill ($28.61) was paid by the customer’s deposit refund of $89.88 that was applied to the account.

I have processed the paperwork to have the credit balance of $61.27 refunded back to the customer. Refund processing takes approximately 10-15 business days once the request has been initiated. The check should be mailed out shortly. If the customer has further questions regarding this matter, please have her contact me at the number listed above.

Review: We currently reside at the address listed, The [redacted] Building which is managed by [redacted] Property Management.

We moved from apartment *20 to Apartment *18 on May 1-3, 2014. At that point we set up new Pepco Electric service for apartment *18 as of May 1, 2014. Pepco managed NOT to deactivate the account for apartment *20 despite our request and continued to bill us for the service though we did not occupy the apartment. We paid a bill for *20 which ran through May 9 (Which we should have not paid the additional 6-8 days). We later kept receiving bills , until June 24, when the new tenant in *20 activated service with Pepco.

After many attempts to have Pepco remove the charges, with no success. Pepco was adamant that we were liable for the services from May 9 - June 24. Despite admitting there error that they did not deactivate the account, and stated the request was never made. At that point we reached out and asked Please, that the Lansburgh and/or [redacted] Management company please contact Pepco to make the needed service adjustments for that period and pay for the period between May 9 and June 24. [redacted], stated they could not get involved with billing issues between tenants and utility companies.

For the period stated that we did not occupy the residents, the electric service should have defaulted back to the management company's account, or been fully disconnected by Pepco. Pepco failed to deactivate the old account when they activated the new account.

On my most recent statement as of September 12, 2014. Pepco has transferred the outstanding charges of $61.07 from apartment #*20 to our current account for #*18. This is unacceptable, we should not be held liable for the services charges, , we did not occupy the residence, and had requested the service be deactivated as of May 1, 2014.Desired Settlement: For Pepco to take accountability for their mistake of not deactivating the account upon our request. To charge any electric service provided during the period of May 9 - June 24, 2014 to [redacted] Management Company, and remove the 61.07 charge that Pepco has now manage to transfer to our new account, listed as "AR Transfer Charges -Distribution" under "other services."

Business

Response:

October 2, 2014Dear [redacted]:This is in response to complaint #[redacted] regarding [redacted]'s billing concerns regarding the final bill associated with [redacted] #*20. I regret that it was necessary for [redacted] to contact us more than once tor resolve her concerns.Review of our records indicates that on May 1, 2014, Pepco received a move-in request from [redacted] for unit #*18. However, our records do not reflect a move-out request for unit #*20. Therefore, Pepco continued to bill [redacted] for unit #*20, which resulted in bills for service beyond her date of responsibility. Subsequently, [redacted]'s account was closed on June 24, 2014, as a result of a new occupant contacting us with a move-in request for unit #*20.On a customer relations basis, Pepco has removed the amount of $61.07 from [redacted]'s current account and has made the necessary billing adjustments for unit #*20, which reflects a zero balance. However, please note that on September 30, 2014, [redacted] remitted a payment of $160.80, resulting in a credit balance of $61.07, which will be applied to her next bill.I trust this information will serve to satisfactorily resolve [redacted]'s concerns and I appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H

Review: This is complain on behalf of my Mother - [redacted] - 88 years old, disable low income [redacted] Immigrant, US citizen, non English speaking adult at [redacted] MD [redacted]. Pepco account number - [redacted]. My mother’s only income is SSI - welfare for elderly low income adults ($710.00 per month). Due to her disabilities and inability to handle English I (or my brother) do her papers. She was PEPCO customer for about 20 years and never missed a payment. In December (12/10/2013) I made a mistake and wrote 2 checks for Pepco – one was correct in the amount of $50 (12/10/13) and another was incorrectly written to Pepco in the amount of $160.00(12/11/13 see attachment). I realized my mistake and called Pepco to inform about the mistake and I asked to credit the amount for the next months of services or to return the money. The Pepco informed me that they will not do either. Because she is low income and on the budget program, they informed me that they will keep the money and only return in 1 year - this is the policy. I have to bring to your attention that PEPCO did not informed my mother that this action they will take. For low income adult with SSI income of $710 per months - $160 makes about 20% of income. In my mind that was not an appropriate action by the major corporation and I did contact the bank – [redacted]. The bank saw two checked written to and cashed by PECO and suggested that I can request in writing to reverse the second erroneous transaction in the amount of $160.00. I did just that. On 12/11/13 I requested the bank to return the transaction. My mother nightmare with the PEPCO started immetiatly. This time PEPCO wrote the letter to my mother that due her “BAD” checks they will no longer accept her checks or her online payment via Bank (EFT). They will accept only in person payments or via Money Order. My mother is disabled so I did money order payment for her in January. I also contacted PEPCO on numerous occasions and was getting different answers every time I called. I wrote to headquarters without any response. PEPCO continue to mail regular bills to my mother, her bills online look normal asking to pay by certain deadline and list all acceptable payments including by check. My brother, who also helps my disabled mother with her bills in my absence, reviewed her bill, followed instruction on the bill, helped my mother to write the check and mailed it. Pepco returned the check. Now according to PEPCO my mother had written multiple bad checks, they kicked her out the budget program, assessed some late fees. Now her bill is over $100. Bad checks were never written to PEPCO, the one check that was reversed written in error and not for services provided. Other check(s) Pepco returned to my mother without cashing it – but all that PEPCO counts against my mother. Somehow they cannot distinguish between Adverse Return (NSF) and Non Adverse returns by customer request. Please help us to stop this nightmare.

Thank you [redacted] on behalf of [redacted] – [redacted] md [redacted]Desired Settlement: please

1) restore my mothers ability to pay via Bank online (EFT)

2)please restore her budget program

3)please refund late fees

Business

Response:

October 1, 2014Dear [redacted]:This letter serves as a response to your inquiry on behalf of our mutual customer, [redacted]. I appreciate the opportunity to provide the following information.Returned payments: On January 9, 2014, [redacted] Bank dishonored a check payment of $160.00, and on January 15,2014, [redacted] stopped payment on a check payment of $50.00. A returned payment fee of $5.00 was assessed on each occurrence. As a courtesy, on February 6, 2014, returned check fees totaling $10.00 were waived, and checking privileges were reinstated.After reinstating the customer's check writing privileges, the customer resumed remitting checks. However, shortly thereafter, [redacted] Bank stopped payment on the following two payments: $50.75 on April 14, 2014 and $43.65 on May 9, 2014. As a result, check writing privileges were once more revoked and applicable returned payment fees were assessed.Although we appropriately applied our returned check policy, we have once more opted to reinstate the customer's check writing privileges and waive the additional returned check fees as well as late fees in the amount of $1.30. If subsequent payments are returned, the customers check writing privileges will be revoked and applicable returned payment fees will be applied to the account.Universal Service Protection Program (USPP) and payment application: On April 23, 2014, as part of the customer's application for the Maryland Energy Assistance Program (MEAP), the account was enrolled with the Universal Service Protection Program (USPP) at $43.00 per month. The USPP is a year round budget plan that requires a payment each month, regardless of any existing credit balance. Therefore, on April 24, 2014, although a MEAP pledge payment for $96.00 created a credit balance on the account, the customer was still responsible for paying their monthly budget amount for all subsequent months.Thank you for contacting Pepco. If you have any questions regarding this information, please contact me.Sincerely,Stephanie R

Review: Pepco charged me twice even though I stopped auto pay and they also disabled my account on purpose

I can't log in to see my accountDesired Settlement: Stop playing with my account and refund my money back

Business

Response:

August 27, 2014Dear [redacted]:This is a response to complaint #[redacted] filed with your office on August 14, 2014 regarding a request for a refund due to an overpayment.Review of our records reflects that 2 payments in the amount of $224.07 were made on July 22, 2014 and August 4, 2014, which resulted in a credit balance of $224.07. After applying the credit balance to the current bill (July 11, 2014 to August 11, 2014) of $115.15, a credit balance of $128.92 remained on the account.Subsequently, on August 19, 2014, Pepco issued a refund check in the amount of $128.92, which was mailed to the consumer's service address on August 21, 2014.| trust this information will serve to satisfactorily resolve [redacted]'s concerns and I appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H

Review: On Thursday, 9/18/14, at 1727, I was called by a very unprofessional customer service representative (DeShawn) from Pepco Energy wise department from the number ###-###-####. She proceeded to tell me that pepco techs would be in my neighborhood tomorrow and they could install a free energy devise on my meter and I did not need to be home. I told her no I was not interested and she proceeded to ask did I know what it is. I explained it was to conserve electricity at various times and she told me no. I verbalized I was not interested and she hung up the phone on me without properly ending the call. I called Pepco back to file a complaint at 1733 on 9/18 and spoke with a Ms Cash who apologized for the rep's unprofessional behavior and got a supervisor on the phone. This supervisor whose name I did not catch gave me the number of ###-###-####. She told me that was the Energy wise department and I would have to call them and ask them to remove my name. This number would not allow me to speak with a representative and when I was able about 15 mins later, the representative, Rebecca, told me I needed to call ###-###-####. That was the number I had just called and the supervisor told me I needed to call the 1-866 number and Rebecca is telling me I need to call the 202 number. So essentially no one was willing to help me resolve the issue. I'm very frustrated with this company and I'm irritated with the lack of professionalism and getting the run around. Since I could not receive proper help to resolve the issue, I called the number back from the rude representative and she picked up and I told her I wanted my information removed from the system and she said ok. I asked was there anything else she needed and she replied is there anything else you need. At no time did she ask my name, address or account number, so how did she know who I was and what to remove. Very, very unprofessional and poor customer service.Desired Settlement: I want an apology from the rude representative ( I know the call was recorded for quality assurance), I want to speak with the supervisor of the department and I want my number and address removed from all of their solicitations. I want no more calls or mailing concerning their program(s).

Business

Response:

October 13, 2014Dear [redacted]:This letter serves to respond to the above referenced customer's concerns regarding the poor customer service she received after being contacted by a representative from Pepco's Energy Wise Rewards (EWR) program, which is administered by Pepco's contractor ([redacted]), as well as Pepco's interactions with the customer. I have reviewed the conversation between [redacted] and the EWR representative, and appreciate the opportunity to respond.On October 13, 2014, I spoke with [redacted] and offered my sincere apologies for the way [redacted]’s inquiry was handled by both EWR and Pepco. It is our goal to provide courteous and professional services to our customers at all times, and expect our contractors to adhere to Pepco's strict policy of quality customer service as well. Clearly, in this case, we dropped the ball.The customer’s feedback was brought to the attention [redacted]'s management team, as well as Pepco's Customer Care management team so that steps may be taken to prevent a recurrence of this type of incident. Additionally, as requested, the customer’s name has been removed from all contact mailing lists.I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan P

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.

Regards,

Review: I have been a Pepco customer since April of this year. Throughout the summer my electric bills came to $50.71, $73.41, and $66.75. The most recent bill that I received was for August 20 through September 20 and was for $128.39. I found this rather odd since the average temperature for the previous two billing cycles has been in the mid 80s. I contacted Pepco about the discrepancy and their response over the phone was that they did not actually read my power meter and simply estimated my usage. I asked the representative how they came to estimate that I used almost double the amount of electricity as the previous month and she could not provide me that information. I was told that if I could provide them with the location of the meter they could accurately bill me in the future, but this would not resolve the current issue I am having. I request that Pepco provide, in detail, how they estimate power usage, and to reduce my bill to an appropriate amount that falls in line with their previous estimates of power usage.Desired Settlement: I would like for Pepco to provide me, in detail, how they are able to estimate the electric usage of my household, to reduce my bill to a more appropriate amount based on their estimated usage over the course of the summer, and for them to in the future bill me for the exact amount of electricity that is used.

Business

Response:

October 17, 2013

Dear **. [redacted]:

A review of our records indicates the customer has only received bills based on estimated meter readings from his occupancy date of April 1, 2013 to the last scheduled billing date of September 20, 2013. The estimated bills are the result of a meter access issue. The customer has a locked rear gate which is impeding access to the meter. Our Meters Department visited the customer’s residence on October 8, 2013. After encountering the locked gate, a voice mail message was left for the customer, asking him to leave the gate unlocked and to contact us to schedule a smart meter installation appointment. On October 11, 2013, another field visit was made and the rear gate was still locked.

We have made numerous attempts to install a smart meter at the customer’s residence. Smart meter technology enables us to retrieve meter readings remotely, and virtually eliminates the need to bill a customer based on estimated meter readings. This feature alone will be most beneficial to **. [redacted] by ensuring that monthly bills are based on actual usage.

In accordance with Pepco’s General Terms and Conditions for Furnishing Electric Service in The District of Columbia (GTC), page 18; section (d) titled “Estimated Billing”, the Company may render a bill based on its estimate of the Customer’s electric consumption when a meter has not been read in accordance with the schedule to the inaccessibility of the meter. Moreover, under normal conditions any difference between the estimated consumption and the actual consumption will be adjusted through subsequent readings.

Please advise **. [redacted] to contact **. [redacted], Pepco Meter Services Scheduler/Planner, at ###-###-#### at his earliest convenience to schedule the smart meter exchange. Refusal to provide such access could result in discontinuance of electric service in accordance with Pepco’s GTC.

The disputed bill ($128.39) for service from August 20 to September 20, 2013 was estimated based on the billed amount from the like period of August 20 to September 20, 2012. We can easily and quickly resolve this matter if the customer will kindly provide us with a digital photo of his meter, and current reading. The photo should be attached to a Bill Inquiry with Meter Photo form. I have provided a copy of this form which the customer can access via the following web address: http://www.pepco.com/home/requests/meter/billinquirvphotoform.aspx.

I trust this information will assist **. [redacted] with his current estimated bill dispute and will prevent the likelihood of this same dilemma from reoccurring.

Sincerely,

Review: I have been a patron of Pepco since 2004 and upon arriving with them they had waived my business deposit to put down and two months ago I changed my energy supplier to Direct energy cause they were offering me a cheaper rate and since the summer was right there I decided to change and two months later they charged me a deposit charge of $330.00 which they waived my business already. They told me the reason they are charging me this cost is because I've been late on my bill for thirteen months and I explained to them that I've been late paying my bill for 9 years and they never told me I had to make a deposit. although I have been late paying my bill my service has never been interrupted now that I have changed energy suppliers they want me to still pay a deposit which due to economical issues I'm unable to pay such price. I've been a faithful client of theirs for 9 years and although late it was always paid.Desired Settlement: I would like my deposit to be waived as it always has been.

Business

Response:

August 2, 2013

**. [redacted] Trade Practice Consultant

Revdex.com 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

Re: Consumer Complaint No. [redacted]

Dear **. [redacted]:

This letter serves as a response to your inquiry on behalf of our mutual customer, **. [redacted] regarding the pending deposit. Attached is a billing summary for service from July 13, 2012 to July 12, 2013 to assist in clarifying the following information.

Deposits for non-residential customers can be requested for several reasons as stipulated by the Code of Maryland Regulations (COMAR). In accordance with COMAR 20.30.01.02 titled: Establishment of Credit (attached), a deposit in the amount of $275.00 was requested in 2004 when the account was opened. The deposit was paid in full and the customer established good paying habits over the next five years; therefore, in 2009 the deposit plus accrued interest totaling $318.10 was refunded.

However, during the past twelve months, seven disconnection notices and five reminder notices were sent to the customer, which represents an unsatisfactory payment record. Deposit warning alerts were published on the bills due October 8, and December 4, 2012 and April 8, June 5, and July 8, 2013. Therefore, in accordance with COMAR 20.30.01.03 titled: Reestablishment of Credit (attached), on July 16, 2013, a new deposit totaling $330.00 was requested. Based on the customer’s payment history and in accordance with COMAR’s deposit criteria, the recent deposit request is warranted and will not be waived.

On July 19, 2013, the customer entered into a three month deposit installment agreement. The initial installment of $110.00 will be due with the September 2013 bill.

I trust this information will assist you in responding to the customer’s concerns. If you have any additional questions, please contact me.

Sincerely,

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 never received a full refund in 2009 for the deposit of 318.00 that was paid in full in 2004 that **. [redacted] stated in his response.

Regards,

Business

Response:

August 16, 2013

**. [redacted] Trade Practice Consultant

Revdex.com 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

Re: Rebuttal Complaint No. [redacted]

Dear **. [redacted]:

On August 2, 2013, the Company stated the original commercial deposit plus accrued interest was refunded in the amount of $318.10. The correct refund amount was $320.71; we apologize for the oversight. In an effort to finalize concerns regarding the commercial deposit refund, attached is a copy of the front and back of the refund check issued on July 16, 2009, totaling $320.71.

In closing, the Company’s position remains the same. Due to delinquency in payment, the second deposit assessed on July 16, 2013 in the amount of $330.00 is deemed warranted.

If further assistance is needed, I can be reached at the above referenced telephone number.

Sincerely,

Review: My problem is with a consent letter and billing issues. My husband has sent many consent letters to PEPCO and just about everytime my wife calls in behalf of my account they can't speak with her because theres none on record. The last one sent was 8/06/2012 even that one wasn't found. I pretty much handle the finances.There is a bill in question June's bill, there was a security deposit placed on the account in Sept. 2012 as I can recall it was paid with the last payment on 6/10/13. I spoke to a representative on 6/20/13 he would not speak with me because of no consent letter.Any way on the billing statment its $151.13 due, on the automated system its quotes $227.14 +$47.09 the $47.09 is the security deposit that has not been paid. Where are these other fees coming from?.Desired Settlement: For PEPCO not to misplace the consent letter, respect my husband wishes and explanation of the other charges.

Business

Response:

See Attachment