Potomac Electric Power

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

This is in response to complaint #*** regarding Ms***'s billing concerns for the above referenced accountI have reviewed the consumer's records and would like to offer the following informationOn January 30, 2014, Pepco rendered a bill for service period December 30,
to January 28, Thereafter, as a result of Ms***'s report of a fire at the premise on February 26, 2014, billing was temporarily suspendedAfter the consumer completed renovations and a heavy-up, on December 26, 2014, Pepco made the necessary service connections and installed new meter #*** at the premiseThe account was reactivated for billing to resume from January 29, forward.As a result of a delay in updating the new meter to the billing records, the consumer's bills were estimated from January 29, to January 5, 2015, which was based on erroneous meter dataThe January 6, to February 2, billing was also estimatedOn February 2, 2015, a Pepco field technician reconfirmed that meter #* *** was installed at the premiseAn actual meter reading (1695) was also obtained during the field visitOn February 3, 2015, the new meter was updated to Ms***'s billing recordsGoing forward, the bills from February 3, to July 1, reflect actual usage from the new meterMy review reflects that the consumer's original estimated bills from January 29, to January 5, 2015, and from January 6, to February 2, were not previously addressedTherefore, we have opted to cancel the estimated bills from January 29, to January 5, 2015, and from January 5, to February 2, and not charge the customer for any usage during this timeframeAttached is a copy of the revised multi-month billing for service period January 29, to July 1, 2015, Which reflects a credit balance of $We sincerely apologize for any inconvenience the consumer may have experienced as a result of this billing matter and trust this information will serve to satisfactorily resolve Ms***'s concernsIf you should have any questions, please contact meSincerely,
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 money was taken out of my account against my will by PepcoWhen I made my payment over the phone with a live customer agent on April 16th, 2015, I paid the amount I was told I needed to pay, $The agent suggested that I sign up for auto pay to avoid paying late again, since I only paid my bill late by accidentSo I signed up for auto pay that dayOn May 5th, I saw that Pepco had taken out $I called Pepco right away and told them about the error, the customer service agent told me over the phone that they noticed the error and would refund the $to me but that it would take a few weeks and suggested I call back in two weeks to check up on itI called back in two weeks and was told the refund was never processed and that instead they were going to send me a check because the amount they took out of my banking account covered me for both my May and Junebills, leaving me with a credit of $I told them that I did not authorize anyone to pay my June bill in advance and wanted my money backUnfortunately they had me on hold for over thirty minutes and eventually hung up on me as I waited to be transferred to a supervisorWhen I went in person to both of Pepco's customer service locations in DC there were no supervisors present to help me with my issueI then called in again and after about forty minutes was able to speak to a supervisor and they took down my information and told me that they would work to resolve the issue and get back to me, they never did.
The issue is that they took money out my bank account, without my permission and then refused to return it back to me when I asked them toI could understand if I had an outstanding balance due and they took it to get my account up to date but they did notThey took out money that was not due to them for another thirty daysThey took my own money that I needed and it was not rightI do not make much money and needed it to buy groceries for me and my son but had limited funds to work with because of this situation with PepcoI was not treated in a professional matter and not given an explanation for why they took out the extra money that was not due to them for at least another month
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I followed up with the Energy Engineer requesting a meter verification
on March 31st***, the energy engineer, told me that he would
send his coworker to check out the meterThey failed to arrive
My meter reading is inconsistent with the amount of energy I
consumeOne example was of the readings on February 14th and 15th
I was out of town that weekend and kept everything off and unplugged except for
the refrigerator and the heater which was set to degrees per their
instructionThe reading for February 14th was about 30kWh and the
15th was about 60kWhI was not home for the entire Valentine’s Day
weekendI returned on Sunday night around 11pmAccording to accuweather, the
temperatures for Feb14th were for the high and for the low
Feb15th was for the high and for the lowThere is very
little difference between the two daysIn addition, 60kWh of energy in a
vacant one bedroom apartment is absurdly highEven the energy advisor that I
spoke to on March 3rd could not explain the abnormalitiesI was
already performing all of her suggestions, and she replied with remorse, “that’s
the best you can do.”
I have been monitoring my usage since I became aware of the
online tool in early FebruaryIt was then that I especially noticed the
inconsistency of the meter readingsFor example, there would be random spikes
in the middle of the day while I was at work that was well above the
averageOther days would have a natural U curve that reflected the changing temperatures
Both occurred while I was not home
According to the usage data generated by the meter readings,
it reads that 1,383kWhrs was consumed in the one bedroom apartment resulting in
a bill of $I was home only a handful of times that month because I was
too cold to sleep in my apartmentI called several times that month of February
to speak with anyone at pepco who could resolve itThey failed to view the
meter for any mishaps
Pepco needs to return the money that they owe me for Oct31st
through March 4th
Regards,
*** ***

This letter serves as a response to your inquiry on behalf of our mutual customer, Ms*** *** regarding overpayments made on the above referenced final billed accountOn July 2, 2012, the customer created a profile on our My Account web portal, which allows customers access to view their
bills and make payments onlineEffective May 8, 2015, the electric account was final billed for charges totaling $(attached)After an account is closed, customers can continue to log into the web portal to view their historical billing information, and initiate paymentsThe web portal payment history reflects the customer initiated the following payments after the account was closed on May 8, 2015; $on May 9, 2015, and three payments for $on May 24, 2015, June 9, and July 7, 2015, respectivelyCombined, the four payments totaled $313.94, of which $was used to satisfy the final bill, and left a credit balance for $which will be refunded and mailed to the customer's current address at *** *** *** ***, Rockville, Maryland, within the next business days.| regret it was necessary for the customer to contact us more than once to have this issue resolved and apologize for any inconvenience she may have experiencedIf you should need further assistance, I can be reached at the above referenced telephone numberSincerely,
Stephanie R***

Again, I just moved in this house how can anything be based on annual usage at this address its not my ususage "The customer’s deposit of $was applied to her account based on the estimated amount of annual usage at the address."
[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:
Regards,
*** ***

April 15, Dear ***:This serves as a response to ***’s rejection of our initial review and findings regarding her billing concerns.First, we apologize for any inconvenience the customer experienced due to a miscommunication between our energy engineer, **, *** and *** regarding her request for an appointment on March 31, 2014, Unfortunately, the appointment was never confirmed by ***, as the email ***, which was sent the previous Friday evening was not received by *** until Tuesday, April 1, *** subsequently agreed to meet with another energy engineer, *** ***, on April 7, 2014.On April 7, 2014, during the energy analysis, *** identified that the customer has two wall heating units which pull kilowatts each, which means they use kilowatt-hours (kWhs) for each hour that each heating unit runsThe chart below reflects the customer’s hourly usage on February and February 15, On both days the customer used a little over kWh's on average and at times the usage dropped to under kWhs, indicating minimal usageThe electrical consumption for the entire billing period (February to March 4,2014), was 1,kWhrs.Please note that any type of electric heating units (if used) will result in an increase in usageBased on the metered data obtained from the smart meter located at the customer's home as well as the energy engineer’s findings, there is no evidence of a billing error and no adjustment is warranted.However, as a final measure in resolving the customer’s billing concerns, we have scheduled a meter test on April 16, We will provide you with the results of the meter test in a follletter as soon as they are availablePlease note, the customer has closed this account and the account has been final billed effective April 7, 2014.Thank you for the opportunity to respond to the customer's concerns.Sincerely,

August 25, Dear *** ***:Earlier this month, we discovered the customer had been billed for electric service recorded on an incorrect meterAfter verifying the correct meter information, our billing records were corrected and we computed the total charges for both affected
accountsAs a result of *** *** being overbilled, a credit adjustment in the amount of $1,was issued on August 13, 2014.The customer is certainly entitled to a refund for the credit adjustment and I apologize that our Billing Services & Investigations Department was unresponsive to *** ***' requestI have expedited a request to refund $1,to *** *** and the check was mailed to the customer on Friday, August 22, 2014.I trust this information will assist you in responding to *** ***’ concernsRichard C***

Ninth Street, NW Washington, DC 20068January 26, 2015*** *** *** The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: *** ** *** *** ** *** Washington, DC *** ?????? *** *** *** Dear *** ***:This is in response to
complaint #***, regarding *** ***'s billing concerns for the above referenced accountWe appreciate the consumer's feedback and apologize for any inconvenience the customer may have experienced as a result of this matter.Please know our Billing team completed a review of customer's account records*** *** was originally established on account *** *** *** (meter ***) in errorTherefore, all bills associated with the incorrect meter *** were cancelled and a new account *** *** *** (meter ***) was set up for the customer' residence at *** ** *** ** ***.On January 7, 2016, our Billing team completed the adjustments and rendered corrected bills from May 1, to December 18, (attached)Additionally, MsHN*** spoke with *** *** when the matter was resolved.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,H*** ***

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

Mr*** ***The Revdex.comK Street NW 10" FloorWashington, DC 20005-3404RE: *** ***Revdex.com#*** *** *** *** Ln Clinton, Maryland 20735Account number: *** *** ***Dear Mr***:This letter is in response to Ms***’s ongoing concerns with her Pepco balanceMs*** experienced estimated bills from October 29, to February 26, due to the installation of a smart meter that failed to communicate readings for billingOn March 7, this meter was replaced.Ms*** believes that she is due an adjustmentThe March bill covering the time period from February 27, to March 28, totaled $and consisted of a balance forward of $339.80, a deposit of $150, a late payment charge of $and current charges of $This bill was based on actual meter readings and reflects Ms***’s usageMs***’s meter was exchanged on March 7, and at that time we obtained an actual meter reading from the removed meterAs meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billingTherefore, in instances when an estimated meter reading is used, any difference between estimated and actual consumption is identified through subsequent actual meter readingsMs***’s April bill covering the time period from March 29, to April 28, totaled $This includes a balance forward of $498.34, a waiver of the previously requested deposit of $150, an Exelon rate credit of $50, a payment of $and current charges of $The $Exelon rate credit was issued on the account as a condition of the Exelon Merger Agreement and was not an adjustment made because of inaccurate billingAgain, we offer our most sincere apologies for the inconvenience experienced due to the estimated readingsIf Ms*** is unable to pay the account in full she is encouraged to contact our Customer Care Department at ###-###-#### so that she may be placed on a 12-month installment plan.Sincerely,Michelle G

September 25, Dear *** ***.This letter serves as a response to your inquiries received on September 10, and September 23, on behalf of our mutual customer, *** *** and his request for banking informationUpon further review of the payment records, we
determined since March 2010, the bills were paid online using our My Account portal; the last four digits of the *** *** bank account are The following electronic check payments were dishonored: $on August 10, 2015, and $on September 9, 2015; a $return fee was assessed to each transaction, and checking privileges were subsequently revoked.The customer's request to waive return fees totaling $was honored and checking privileges has been reinstatedOn September 17, the account was enrolled into our Direct Debit program, which allows the customer to pay the bill automaticallyTo avoid overpayment and confusion, the customer is encouraged to log into My Account and remove the aforementioned banking informationLogin assistance is available by calling Customer Service at ###-###-####Regretfully it was necessary for the customer to contact us more than once to get the assistance needed.I trust this information will assist you in responding to the customer's concernsSincerely,Stephanie R

May 6, 2015Dear *** ***:This letter serves as a response to your inquiry on behalf of our mutual customer, *** *** ***, regarding the commencement of new service at the above referenced addressAn investigation was completed and I offer you the following
information.On January 15, 2015, *** *** contacted the company to establish new service at *** * *** ** **, Washington, DC, effective February 1, After receiving proof of occupancy, a new account (#*** ***) was established effective March 5, 2015, and a deposit for $was assessed to the new accountExisting and new customers establishing an account may be required to provide proof of occupancy and be subject to a deposit assessmentHowever, after reviewing the customer's concerns and in the interest of good customer relations, we have waived the deposit and applied the deposit payment to the accountBased on our findings, we determined the March 5, occupancy date was incorrect and the account should have been established effective February 1, Regretfully, the service was inadvertently interrupted at the time the information was processedSince the receipt of the complaint, both the effective date and billing records were retroactively corrected to reflect the correct occupancy date of February 1, Attached is a copy of the adjusted bill for services rendered on February 1, to April 27, 2015, for days, and adjusted charges totaling $41.65, payments totaling $are acknowledged on the billOn April 23, 2015, the company waived a $fee for a dishonored payment totaling $The credit adjustment for the deposit will be reflected on the customer's next billWe regret it was necessary for the customer to contact us more than once to resolve this issuePlease extend our sincere apologies for any confusion this may have causedI trust this information will assist you in responding to the customer's concernsIf you have any additional questions, please contact meSincerely,
Stephanie R

Hello ***, I received the faxed information and will process the refundThe refund check will generate within - business days to the address on the ID. Thank you,
*** Office: ###-###-####

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

June 23, Dear MrDennis: This letter serves to respond to the ongoing concerns regarding the pending deposit for the above referenced accountUpon further review, the account has been billed for service from May to June 13, in the amount of $26.99, After applying the credit balance of $22.84, the account reflects a balance of $Under circumstances, a deposit requested would have been rendered with this billHowever, the account will not be assessed another deposit unless the customer becomes delinquent in her payments. I trust this information will assist you in responding to the customer's concerns.Sincerely

Harvey H**, Escalated InvestigationsCustomer Relations, Research & Resolution ###-###-####
Ninth Street, NW Washington, DC January 8, 2015*** *** *** The Revdex.com K St NW, 10" Floor Washington, DC 20005-3404RE: ***
*** *** *** *** Bethesda, Maryland ***Dear *** ***:This is in response to complaint #***, regarding *** ***'s billing concerns for the above referenced accountWe appreciate the consumer for bringing her concerns to our attention.Deposits are requested of customers establishing credit, who have maintained a less than satisfactory payment record over a month period, or due to service interruption for nonpayment of an outstanding billWe sincerely apologize that the consumer was not informed of the deposit of $145.00, when the electric service account was established on November 2, On a customer relations basis, this initial deposit requirement of $has been removed.I appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve ***
***'s concernsIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

December 15, 2015*** *** *** 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 your inquiry on behalf of our mutual customer, *** *** regarding the $deposit and multi-month bill for service rendered on August 14, to November 11, (attached).Upon further review of the account records, we determined the account was established on July 27, 2015, at which time a deposit in the amount of $was requestedUpon receiving the initial bill for service rendered on July 27, to August 13, 2015, for charges totaling $(attached), the customer agreed to enroll the deposit balance into a three month installment plan, with the first monthly installment of $payable with current charges that were due September 4, 2015.Due to unforeseen delays in our billing system related to our Peak Energy Savings Credit program, subsequent bills were not rendered in September and October On November 17, 2015, the multimonth bill was released for service rendered on August 14, to November 11, 2015, for electric charges totaling $324,Itemized on the bill were payments totaling $301.84, which satisfied the deposit balance and current electric charges that were due on the aforementioned initial billOn December 1, 2015, the customer enrolled electric charges totaling $into a three month installment plan which required an initial payment of $to post to the account the same dayA partial payment of $posted to the account on December 9, 2015; therefore, leaving a difference of $due immediately to avoid cancellation of the installment plan.We regret it took more than one attempt to get the assistance requiredFurther, we apologize for any inconvenience this matter has causedIf you have any additional questions, please contact meSincerely,
Stephanie R***

June 3, Dear *** ***:
This serves as a response to *** ***'s follinquiryI appreciate the opportunity to provide the following information, specifically to address the additional concerns referenced in the customer's second letterWith the exception of account number ***, the company's response dated May 6, summarized the events surrounding the request to establish new serviceAlthough our Call Center representative quoted the above referenced account number when *** *** initially contacted us, the account number was never officially assigned to the unitThis explains why during the customer's subsequent contact with us on May 5, 2015, the Call Center representative was unable to locate the accountAgain, we apologize that the service was disconnected and that establishing the new account was delayedAn adjusted bill for retroactive charges for service from February to April 27, was enclosed with my previous responseThat bill was released on May 5, 2015, which was prior to receiving payments on May 11, and May 15, for $18,$41.65, respectivelyAttached is a billing statement from February to May 26, 2015, which reflects charges and payments received, including the $90,paid depositThe next bill will reflect the deposit reversal, which will be applied to the bill balanceI want to apologize that I previously used the terminology "dishonored," regarding the returned payment of $The electronic payment transaction for $that was initiated on April 14, was rejected because the bank was unable to locate the payment information that was enteredFurther, on the date of the payment initiation, the only amount due for unit #was the $depositThe initial bill for service from March to March 26, was not released until April 21, Upon closer review, it appears the customer's payment attempt may have been to pay the newly assessed $90,deposit for unit #(***), in addition to current charges totaling $65.67, which was for the account for the basement unit (***) and that bill was due by April 17, By the time the initial bill for unit #was released, the above referenced payment had been rejected by the bankFor acknowledgment purposes only, the amount for $referenced on the initial bill as Changes to your electric balance represented the pending $90,deposit and the failed payment attempt for $155,The amount of the bill totaled $112,60, which included the pending deposit, a $returned payment fee and $for electric chargesThe $fee was subsequently removed from the account.Per the customer's request, attached is a billing statement for services rendered from February to May 26, 2015, which itemizes the monthly usage, total charges and payments receivedAs you can see on the statement, the monthly charges are reflective of minimal usage.Thank you for the opportunity to respondI trust this additional information will assist in responding to the customer's concernsPlease extend our sincere apologies to *** *** for any inconvenience she may have experienced as a result of this matterIf you have any further questions, please contact me.Sincerely,Stephanie R

October 19, 2015Dear *** ***:
This Letter serves to respond to the deposit request for the above referenced customerI have reviewed this matter and would like to offer the following explanationDeposits are requested from customers as stipulated in The General Terms and
Conditions for Furnishing Electric Service in Maryland (GTCMD), page 17, Section (attached)Although monthly payments were received, in some instances the customer's estimated payment did not equal the total amount of the bill, resulting in an arrears balanceDuring past months, six reminder notices, two disconnect notices were rendered, which represents an unsatisfactory payment recordConsequently, a $deposit was requested with the bill for service to September 23, The deposit represented approximately two-twelfths of the customer's annual usage.Deposits with accrued interest are refunded automatically upon demonstration of a good payment record over a twelve month periodIn addition, the customer was given an opportunity to pay the deposit in installments, but she refusedHowever, that option remains open should she decide to enter into that payment planSincerely.Stan P