Potomac Electric Power

Ninth Street, NW Washington, DC 20068December 10, [redacted] The Revdex.com K St NW, 10" Floor Washington, DC 20005-3404RE: [redacted] **Washington, DC ***Dear [redacted] :This is in response to complaint # [redacted] , regarding [redacted] 's billing concerns for the above referenced accountWe appreciate the consumer for bringing her concerns to our attention.As of result of the consumer filing Chapter bankruptcy protection on June 11, 2015, [redacted] 's former account ( [redacted] ) was closed through the date of the petition, which resulted in a credit balance of $A post-petition account ( [redacted] ) was then established for billing of services and charges incurred after the petition date of June 11, 2015, and the consumer is responsible for payment of all post-petition billsSubsequently, the credit balance of $was applied to new account.In accordance with U.SBankruptcy Code Section 366, the utility is entitled to receive, within twenty (20) days, after the date of this order for relief, adequate assurance of payment in the form of a depositTherefore, [redacted] 's request to waive the deposit amount of $has been deniedI appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced aboveSincerely,Harvey H**

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

March 12, Dear [redacted] : This letter serves to respond to the high bill complaint for the above referencedI have reviewed the manner in which the account was billed and offer the following explanation For your review, attached is a billing statement for service from December 9; to February 7, 2014, Our records reflect that the account was established in the name of [redacted] effective December 9, Though anactual meter reading of was transmitted on January 10, 2014, as indicated in the enclosed bill statement, the initial bill for service from December 9, to January 10, was based on an estimated reading of Estimations may result in the need for subsequent billing adjustmentsOnce an actual meter reading is obtained, the account is re-billed if warrantedEither a “catch-up” bill is rendered due to underestimation, or a bill reflecting a lesser amount (credit) due to over-estimation is rendered On February 7, an actual meter reading (28827) was obtainedConsequently, a bill was rendered for service from January to February 7, based on the estimated and actual meter readings of and for 4,kilowatt-hours, in the amount of $558,This represents a "catch-up” bill reflecting consumption from the previous under-stated reading Although we can certainly understand the customer's concerns over any higher than expected bills, my review indicates that the account has been billed accurately, Pepco is unable to provide specific information regarding what internal conditions or equipment contribute to the electric consumption; however, our records reflect that this a total electric residence, generally the major energy users in a customer’s home in the winter are appliances that generate heatThis would include electric space heaters (if used) and the hot water heaterIn addition, if any of the customer’s appliances or equipment is not operating efficiently (such as through age or disrepair), energy consumption can increase To further assist the customer in determining what may have caused the usage to increase, I have enclosed a copy of the customer's Dailey Energy Use and Weather chart for the bill period in questionAs you can see there were significant spikes in tire customer's consumption as the weather turned colder This chart and the explanation of the kilowatt-hour consumption in comparison to the weather can be accessed by using Pepco’s interactive tool; My Account, this tool can also help the customer analyze his electric billand enable him to conduct an energy audit of his home and discover ways to conserve energy and save moneyHe may use this free tool by visiting our website at www.pepco.com- I trust this information will assist you in responding to the customer’s concerns

April 16, Dear [redacted] :Please accept this is in response to complaint # [redacted] , regarding [redacted] s' billing concerns for the above referenced account.As reflected on the March bill (attached), the consumer was billed from February 6, to March 5, for 1, kilowatt hours in the amount of $This was based on a start meter reading of and an end meter reading of 38569.Meters record electricity cumulatively; therefore, each subsequent actual meter reading serves to confirm the accuracy of the preceding billingI have confirmed the meter readings used to bill the account with the recorded meter readings in our meter data management systemAdditionally, at [redacted] 's request, Pepco replaced the smart meter ( [redacted] ) with a non-smart meter ( [redacted] ) on March 16, The actual meter reading of recorded from the smart meter on March 16, 2015, serves to confirm the previous meter reading and billing historyBased on my review of [redacted] 's account, the bill from February 6, to March 5, is a reflection of the usage as registered on the meter serving her residence and a billing adjustment is not warranted.Our consumers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their metersGenerally, the major energy users in consumers' homes are appliances that generate heat or provide cooling such as electric heating and/or supplemental space heating, electric hot water heating and air conditioningIt is also important to note that if any appliances are not operating efficiently, energy usage can increaseI trust this information will serve to satisfactorily resolve [redacted] s' concerns and I appreciate the opportunity to respondIf you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H

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

This letter serves as a response to your inquiry on behalf of our mutual customer, Ms*** ***, regarding her deposit refund.On December 13, 2013, the customer paid a deposit in the amount of $Deposits and accrued interest are refunded to customers upon demonstration of good
paying habits over the course of twelve consecutive monthsThe refund eligibility requirements were met on this account in November and accrued interest of $was applied to the accountHowever, the refund for the deposit balance of $required manual processing, which was delayed due to an internal billing system conversionThe manual process is now complete, and the customer will receive a refund in the amount of $within the next ten to fifteen business days.Please convey our apologies to Ms*** for the delay and that it was necessary for her to contact us more than once to resolve this issueI trust this information will address the customer's concerns

June 8, Dear *** ***:This is a follresponse to complaint #***, regarding *** ***' billing concerns for the above referenced account.We regret that the consumer is not satisfied with the Company's responseHowever, as previously stated, the billing in question was based on actual metered data and no adjustment is warrantedAttached is a copy of Company records which substantiate the meter test results previously provided.I trust the information will assist you in responding to *** *** and thank you for the opportunity to respondSincerely,
Harvey H

September 22, Dear *** ***:
This is in response to your inquiry on behalf of *** *** regarding the delay in receiving her initial bill and fees that were added to her accountPepco recently 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 conversion resulted in a delay with rendering this customer's billing.In a gesture of good customer service we have reversed late payment charges of $13.74, a return payment charge of $and the deposit request of $In addition, we have initiated a month payment arrangement to address the balance of $Beginning with the next invoice a payment arrangement installment amount of $will be included with the current monthly chargesDetails of this payment arrangement can be found on page two of the customer's next invoiceWe sincerely apologize for any inconvenience and appreciate the customer's patience while we worked on getting this resolvedIf you have any questions regarding this information, you may contact me at the telephone number listed aboveSincerely,Linda B

July 2015Dear *** ***:
This letter serves to respond to the inquiry regarding the refund of a credit balance in the amount of $1,for the above referenced customerI have reviewed the manner in which the account was billed and I would like to offer the following
information.Review of the account reflects that the customer was enrolled in Pepco’s Budget Billing PlanAs a result of the monthly Budget Billing payments, the account accumulated a credit balance, and as of the bill for service from April to May 13, 2015, the account reflected a credit balance of$1,Subsequently, on May 2015, we received the customer's request for the refundOn May the refund was processed, and on June the check was mailed to the customer's mailing address on record (*** *** **Greenbelt MD***)Our records do not reflect any late charges assessed to the accountI contacted the customer today July and he confirmed receiving the check: however, he insisted that Pepco compensate him for the delay in receiving the refund checkThe refund process takes approximately 10-business days, once a request has been initiated, to ensure the validation of the payment transactionWe feel the refund check was issued in a timely, and are unable to accommodate the customer's request for interestI trust this information will assist you in responding to the customer's concernsSincerely.Stan P

June 27, Dear *** ***:Although ***’s complaint was received by Pepco on June 23, 2014, her concerns were submitted to the Revdex.com on June 3, 2014.As indicated in the attached response to the Maryland Public Service Commission dated June 10,
and the June 13, response to *** ***, Esquire; permanent repairs were completed on June 4, 2014.Thank you for bringing ***’s concerns to our attention and for allowing me the opportunity to respond to his concerns

Ninth Street, NW Washington, DC 20068February 1, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** ** Washington, DC *** Complaint No: ***Dear *** ***:This letter serves as a response to ***' follinquiry.In attempt to confirm if the customer was told the account was on hold until December 21, 2015, we reviewed the account's call history for the entire month of December We determined the first inquiry regarding the account was made on December 22, 2015, which was after the service was disconnectedEnclosed with the January 21, response letter was a copy of the bill issued on November 30, for current Budget Bill charges totaling $112.00, and payable by December 21, Further, printed on the same bill was an important message stating the service was in danger of interruption on or after December 3, for pre-existing arrearages.Our investigation concludes with no record of the customer contacting us to discuss the balance, or to establish a hold on the account during or after the time span referenced in his complaintI trust this information will assist you in responding to the customer's concerns.Sincerely,
Stephanie R***

This is a follresponse to complaint #***, regarding Mr***'s billing and customer service concerns for the above referenced accountWe regret that the consumer is not satisfied with the Company's responseHowever, as previously explained, AutoPay functioned as it shouldAutoPay correctly pulled the "Amount Due" on the issued bill on the due dateQuality customer service is an integral part of our commitment to our customersOur goal is to ensure that customers who contact us are helped as quickly as possible in a courteous and professional mannerWe regret to hear that this was not the case and sincerely apologize for any inconvenience the consumer I may have experienced as a resultMr***'s feedback has been shared with our Customer Service management team to aid in making customer service improvements| trust the information will assist you in responding to Mr*** and thank you for the opportunity to | respond.
Sincerely,
Harvey H**

This is in response to complaint #*** regarding Ms***'s concerns with her energy bill and energy savings programsWe are committed to providing consumers with reliable electricity service at the lowest possible cost and appreciate that the consumer is interested in conserving energy
and saving moneyTo assist consumers in this effort, Pepco offers information and tools to help consumers review or manage their electricity consumptionThis information can help them make informed choices about how and when they use electricity, so that they can conserve energy and save money.Energy Bill The consumer's energy bill is based on the rates to both supply and deliver their electricityThe delivery rate is charged to cover the cost of delivering electricity to the consumer's homeThe delivery charges cover such things as maintaining, expanding, and improving our electric system, which includes the power poles, lines and metersThe supply charges refer to the generation of electricity and are itemized under Generation Services and Transmission ServicesOur records indicate Ms***'s current energy supplier is *** *** ***If the customer did not have an alternate energy supplier, Pepco would provide the supply portion of the bill under Standard Offer Service (SOS), which is billed at the rate at which we buy electricity for our consumersUsage Our consumers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their metersGenerally, the major energy users in consumers' homes are appliances that generate heat or provide cooling such as electric heating and/or supplemental space heating, electric hot water heating and air conditioningAdditionally, if any appliances are not operating efficiently, energy usage can increaseMy Account This self-service tool available on our website at www.pepco.com allows our consumers to view and monitor detailed energy information, such as daily and hourly energy use, usage trends, notable changes in energy consumption, which helps them target ways to savePepco Maryland Energy Wise Rewards (EWR Our records indicate that Ms*** has been a participant in EWR since June 2010, EWR enables our consumers to reduce their electric usage during summer periods of peak electric demandThis voluntary program works to reduce energy usage by cycling central air conditioner compressors off for short periods of time during periods of peak electricity usageIn return, the consumer earns bill creditsPeak Energy Savings Credit (PESC) The PESC offer consumers an opportunity to save energy and money by reducing their electricity usage during hot summer days when the demand for electricity is highConsumers can earn credits on their bill when their usage is below their baselineQuick Home Energy CheProgram (OHEC) This program is provided at no additional cost to the consumer's existing Pepco serviceAn energy professional will assess the home's energy use and install energy savings products and recommend energy-saving improvementsFor additional information on energy Savings tips and programs, Ms*** may visit www.Pepco.com or contact Pepco directly at ###-###-####Meter Cabinet On March 13, 2014, a meter technician completed a site visit and found the meter cabinet has separated from the homeThe property owner should have a licensed electrician reattach the meter cabinet, which is the responsibility of the property owner| trust this information will serve to satisfactorily resolve Ms***'s concernsIf you should have any questions, please contact me at ###-###-####Sincerely,
Harvey H**

[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 etcAgain 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,
*** ***

Ninth Street, NW Washington, DC 20068January 6, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** *** *** Hyattsville, Maryland *** Complaint No: ***
Dear *** ***:
This letter serves as a response to *** ***'s follinquiryI appreciate the opportunity to provide the following informationSince the original complaint, the $deposit has been paid, and the three month installment plan remains activeAn installment plan affords the customer the opportunity to pay off the balance over an extended period of time while paying current charges in fullThe customer is more than welcome to revise the existing three month installment plan by contacting the Call Center at ###-###-####The customer's rebuttal has not altered my original findingsTherefore, my initial response remains the SarileSincerely,Stephanie R***

April 14,2014Dear *** ***:We received a payment from the customer on April 3, in the amount of $8,Although the amount due was $82.06, our policy is to confirm that the funds have been deducted from the customer’s bank account prior to issuing a refund.On April
9, 2014, a refund request in the amount of $8,was issuedThe check was mailed to *** *** on April 11, 2014.We apologize for any inconvenience the delay in issuing the refund check may have caused the customer

*** *** ***, NW Washington, DC 20068April 28, 2016Mr*** *** Trade Practice Consultant K Street, NW, 10th Floor Washington, DC 20005-3404Re: *** ***Revdex.com Complaint #11383325Dear Mr***:This letter is in response to your inquiry on behalf of Ms
*** ***I have completed my review of Ms***’s account and would like to provide the following information.A final/termination notice was sent to the customer in July, August, and September as a result of late/missing payments on the accountTherefore, a security deposit of $was requested in September 2015.As stipulated in The General Terms and Conditions for Furnishing Electric Service in Maryland (GTCMD), page 17, section (attached), 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 billFurthermore, the Company has the discretion of applying the customer’s payment to the required security deposit.To date, the customer has paid a total of $of the $original requested security depositHowever, as a one-time courtesy, we have opted to waive the unpaid portion of $and refund the paid portion of $back to the customer’s accountAfter applying refund to account, the customer currently has a balance of $due May 9, 2016.It is the Company’s recommendation that the customer make every effort to pay her bills in its entirety by the due date, to prevent any further security deposits from being assessed on the account.Sincerely,Shannah F

August 27, Dear *** ***:This is a response to complaint #*** filed with your office on August 14, regarding a request for a refund due to an overpayment.Review of our records reflects that payments in the amount of $were made on July 22, and August 4,
2014, which resulted in a credit balance of $After applying the credit balance to the current bill (July 11, to August 11, 2014) of $115.15, a credit balance of $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, | trust this information will serve to satisfactorily resolve *** ***'s concerns and I appreciate the opportunity to respondIf you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H

May 2, 2014Dear MrDennis:The restructuring of the electric utility in allowed customers the opportunity to select an electric supplier in the competitive marketplace for the generation of their servicePepco 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, ***’s mother, *** ***, chose *** Power to be her electric supplier effective April 1, However, *** Power advised us on March 8, that they would no longer be the customer’s supplier effective April 1, As of that date, Pepco resumed the electricity supply under regulated Standard Offer Service Rates.Pepco has no affiliation with *** Power; further, deregulation bylaws prohibit Pepco from discussing supplier related inquiries and policiesTherefore, ***’s concerns regarding *** Power’s enrollment/marketing practices, rates/amount billed, as well as her request for a refund must be directed to the supplierHowever, in order to assist in clarifying the customer’s billing concerns, I have attached a month account statement for service from April 1, to April 1, 2014.Although the March and April bills reflect a “total amount due” of $and $623.38, monthly charges for these service periods were $and $145.98, respectivelyIn 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***’s monthly APP amount for the Pepco portion of her bill was $a monthThe account then entered a “settlement month” in which the bill was reconciled to a zero balance.I trust this information adequately addresses ***’s concerns.Sincerely,

December 5, 2014Dear *** ***:This letter serves as a response to your inquiry on behalf of our mutual customer, *** *** ***, regarding establishing new service at *** *** *** ***, Greenbelt, Maryland.In the absence of a responsible party, on November 11, 2014,
the electric service was disconnected at the above referenced address*** *** subsequently provided Pepco with a copy of his lease, which indicated he became responsible for the electric service on April 13, Therefore, an account was established in his name effective with the date specified in the lease, and his service was restored on November 17, An initial bill will generate within the next few weeks, at which time the customer may contact Pepco's Customer Care Center at ###-###-####, if he wishes to establish payment arrangements.I regret it was necessary for *** *** to contact us more than once to resolve his concerns andappreciate the opportunity to respond.Sincerely,
Stephanie R