Potomac Electric Power

June 23, Dear ***:This is in response to complaint #filed with your office on June 9, regarding ***’s billing concernsWe appreciate *** for bringing his concerns to our attention.As a result of a clerical error, in April an
account was erroneously and inadvertently established in the consumer’s name at *** *** Drive, instead of *** *** DriveSubsequently, the account was closed; however, billing adjustments were incomplete, which resulted in a final bill balance.Please know billing corrections has been completed and the consumer will not be charged for any bills associated with *** *** Drive, as the account was established in errorWe have notified the collection agency and retracted the account from further collection activity.We apologize for any inconvenience this matter may have caused the consumer and appreciate his patience and understanding while this matter was being resolved.I trust the information provided will assist you in responding to ***’s concerns.Sincerely

February 20, 2015Dear *** ***:
I contacted the customer on December 19, to advise her that our Green Power Connection (GPC) Team authorized her solar system for operation effective February 18, Additionally, our GPC Team has sent an e-mail confirmation ***
***, along with her solar company.Sincerely,Richard C

September 23, Dear *** ***:
This is in response to your inquiry on behalf of *** *** *** regarding the delay in receiving monthly invoicing from Pepco since March 27, Pepco recently transitioned to a new customer information and billing system
Although 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.As of September 21, 2015, *** ***'s Pepco account has been invoiced from March 27, - September 8, In a gesture of good customer service we have reversed the new party deposit request of $In addition, we have initiated a month payment arrangement to address the total balance due of $A minimum installment payment of $ is due on October 7, to maintain the payment arrangementBeginning with the next invoice issued after October 7, 2015, the payment arrangement installment of $will be in itemized on the bill and will be in addition to the current charges for the billing periodBoth the installment amount plus the current charges for the service period will need to be paid to maintain the payment arrangementWe 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

May 29, 2015Dear *** ***:
This is in response to your inquiry on behalf of *** ***, to address why billing and direct debit payments continued after the customer notified us to close her accountI’d like to apologize for the way *** ***’s account was handled and
that she had to contact us more than once for a resolution.On February 23, 2015, our records indicate that the customer contacted Pepco to close her electric account due to a fireOur representative made an error and did not close the electric account and this resulted in subsequent bills being rendered using estimated meter reading dataThis also resulted in two automatic payments that were processed based on the customer's on-line automatic payment enrollment• $debited on March 10, 2105• $328,debited on April 15, On May 4, 2015, a payment of $328,was stopped by the customer’s bank and returned to PepcoThis caused the customer’s account to be assessed a returned payment fee of $In order to correct the billing and resolve this matter, the customer's account has now been closed retroactively to February 20, Additionally, I have issued the following credit adjustments to the customer's account: $for the Pepco returned payment fee, $for the fee the customer's bank assessed for the stopped payment, and in the interest of good customer relations, a customer service credit of $I have attached a statement to illustrate these transactions, for your convenienceWe take our customer service goals very seriously and we again sincerely apologize that we failed to provide the level of service *** *** expects and deserves*** ***'s comments have been forwarded to our Quality Leadership Team to be used for coaching purposes.I hope this information is helpful in responding to the customer's concerns.Sincerely,Linda B

May 18, 2015Dear *** ***:
Attached is a Budget Billing Plan statement for the customer’s account from September 19, to April 24, As the statement indicates, the customer's account was removed from our Budget Billing Plan during October At that time, the
account was billed for $226.34, the total balance dueThe customer paid the balance in full and we reinstated the Budget Billing Plan at $a month beginning with the November invoice.As a result of the account being removed from Budget Billing and then subsequently being reinstated; our billing system was not able to recognize the updated amount dueThe $overdue balance referenced in the customer’s statement of the problem was not correctWe apologize for any inconvenience this matter may have caused *** ***We are in the process of correcting the account records in order to synch up the amount billed and amount paidAs indicated by the statement, the account is up to date with the budget amount billed and paidThe amount due today, May 18, is $and *** *** should expect to receive a corrected invoice for May Richard C

December 2, Dear *** ***:
This is in response to an inquiry from *** *** on the status of his green solar power interconnection application.On November 14, 2014, I contacted *** *** to acknowledge his inquiry and to advise him that we were waiting to receive a
corrected Net Energy Meter interconnection application from his solar contractorOn November 20, 2014, Pepco received the corrected application and a work order request has been established to install a net energy meterOn November 26, 2014, a net energy meter was installedThe customer will receive the approval to operate from Pepco's Green Power Connection team within the next to business days.*** *** has my contact information should he need any further assistance regarding this matter.Sincerely,
Linda B

September 21, Dear *** ***:This letter serves to respond to the inquiry regarding the security deposit of $ requested by Pepco for the above referenced customer, I have reviewed the manner in which the account was billed and offer the following information.Review of
the account reflects the customer contacted our office on September 11, and requested that the deposit be waivedAfter reviewing the customer's previous payment history, the deposit request was waived, I trust this information will assist you in responding to the customer's concerns.Sincerely.Stan P

October 1, 2014Dear *** ***:This letter serves as a response to your inquiry on behalf of our mutual customer, *** *** ***I appreciate the opportunity to provide the following informationReturned payments: On January 9, 2014, *** *** Bank dishonored a
check payment of $160.00, and on January 15,2014, *** *** stopped payment on a check payment of $A returned payment fee of $was assessed on each occurrenceAs a courtesy, on February 6, 2014, returned check fees totaling $were waived, and checking privileges were reinstated.After reinstating the customer's check writing privileges, the customer resumed remitting checksHowever, shortly thereafter, *** *** Bank stopped payment on the following two payments: $on April 14, and $on May 9, As a result, check writing privileges were once more revoked and applicable returned payment fees were assessedAlthough 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 $If subsequent payments are returned, the customers check writing privileges will be revoked and applicable returned payment fees will be applied to the accountUniversal 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 $per monthThe USPP is a year round budget plan that requires a payment each month, regardless of any existing credit balanceTherefore, on April 24, 2014, although a MEAP pledge payment for $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 PepcoIf you have any questions regarding this information, please contact meSincerely,Stephanie R

October 9, 2015Dear *** ***This is in response to complaint #***, regarding *** ***'s billing and customer service concerns for the above referenced accountWe appreciate the Consumer for bringing his concerns to our attention and for his feedbackOn
July 31, 2015, *** *** contacted Pepco to update information for his final bill and made a payment of $for service from June 4, to July 6, Subsequently, on August 3, 2015, a final bill invoice in the amount of $was rendered for service from July 6, to July 30, 2015, due August 24, On August 26, 2015, a collections notice was mailed to the customer and on September 5, 2015, the account was released to collectionsSubsequently, a payment of $was received on September 8, 2015, and the account was paid in full.Unfortunately, as a result of a processing issue, the mailing address was not updated Correctly when the customer contacted us on July 31, This resulted in the final bill invoice and collections notice being mailed to the consumer's former address, instead of *** *** *** *** ***, Alexandria, Virginia***We apologize for any inconvenience the consumer may have experienced as a result*** ***'s feedback has been shared with our Customer Service management team to aid in making customer service improvementsI 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 aboveSincerely,
Harvey H

May 11, Dear *** ***:Attached is a copy of the bill for service from December 2, to April 6, As indicated on page of the bill, 5,kilowatt hours were used from our electric grid and kilowatt hours were generated and fed back he grid.In order to better
understand our billing practices as they relate to Net Energy Metering, the customer spoke with Lisa B***, former Lead Consultant of our Green Power Connection TeamMsB*** informed me that she also discussed with *** *** how a net energy meter works and how excess generation is either carried over or applied to future billsMsB*** also reviewed the invoices from July to December 2, with *** ***.In addition, MsB*** informed me that she apologized and explained the delay in billing which resulted in the day bill for service from December 2, to April 6, When we transitioned to a new customer information and billing system in January 2015, some unforeseen issues developed during the stabilization phase*** ***’s account was impacted by a technical issue which was ultimately resolved in April 2015.I understand that *** *** was satisfied with MsB***’s responses to his concerns and appreciates now having a better understanding as to how met metering works.Richard C

June 17,Dear Mr, Dennis; This letter serves to respond to your inquiry regarding the final bill for the above referenced account, I have reviewed this matter and appreciate the opportunity to provide the following information.Review of our records reflects that on
June 2, 2014, we received a request to start service in the name of a new tenant at the above referenced address effective May 30, Consequently, the previous account (***) in the name of *** *** was final billed for service from April to May 14, in the amount of $Subsequently, the deposit plus interest in the amount of $was applied to the accountAfter applying the final bill amount ($28.04), the account reflected a credit balance of $On June 2, a deposit refund in the amount of $was mailed to the customerOn June 5, 2014, a final bill reflecting a credit balance of $was mailed to *** ***, Please note the customer never received a notice of disconnection. On June 4, the new tenant contacted our office and advised us of the correct addressTherefore, the account was final billed back to May 30, 2014, and the previous customer (*** ***) was placed back on record with a new account numberThe account will be billed from May to June 17, shortlyThis bill will reflect the final bill credit balance of $22.84, as well as a request for a deposit.Please extend our sincere apologies to the customer for any frustration or inconvenience the may have experienced as a result this error.I trust this information will assist you in responding to the customer’s concernsSincerely

Please accept and express my sincere apologies to the customer for the oversight by not addressing this complaint along with joint complaint number: ***I offer you the following information as it relates to the findings at the above referenced address.The account records reflect a
deposit in the amount of $was requested at the time the new account was established at *** *** Drive; subsequently, the deposit was paid in full on June 9, Upon further review of the deposit criteria outlined in The General Terms and Conditions for Furnishing Electric Service in Maryland (GTC), pages and 17, section (attached), it has been determined the deposit was in fact assessed erroneouslyAs a result of these findings, the paid deposit has since been applied towards the account balance.Regretfully, it took more than one attempt to get the assistance needed, including accurate information as it relates to the Company's policy on deposit assessmentsFurther, we apologize for the less than favorable encounters experienced when interacting with our call centerPlease do not hesitate to contact me if you should need further assistance.Sincerely,Stephanie R***Enclosure

February 13,
Dear ***:
Due to a clerical error, a meter reading of was inadvertently recorded as on the November 7, bill statementAs a result, *** was billed for $1,Our Billing Department corrected the error on February 4,
The bill for $1,was subsequently cancelled and recalculated in the amount of $We apologize for this error and for any inconvenience this may have caused the customer
A bill issued on February 12, reflects a balance due of $by March 5, Although the customer is enrolled in our Budget Bill Plan at $a month, the account is now in the plan settlement monthThe balance includes charges for the difference between the cost of actual usage and the budget billing payments made during the plan yearNext month, the customer’s budget billing payment will be reset based on the previous months usage
Sincerely,

October 22, 2014Dear *** ***:This letter serves to respond to the above referenced customer's concerns regarding not receiving bills and having late charges assessed to the accountI have reviewed the manner in which the account was billed and offer the following
explanation.Review of our records reflects that the customer contacted our office on June 20, and requested service in her name effective June 21, Subsequently, a bill was rendered for service from June to July 10, 2014, in the amount of $Thereafter, subsequent bills were rendered as scheduled and no bills were returned to our office as undeliverableOur records do not reflect any calls from the customer requesting a billThe first payment we received on the account was a payment for the total bill in the amount of $on October 20, We are unable to determine why the customer did not receive her Pepco bills; we can only suggest that the customer contact her local post office to ensure that the bills are delivered to her mail boxIn the interim as a gesture of good customer relations, we have opted to apply a one-time credit of $to the customer's account representing the total late charges assessed since the account has been opened.I trust this information will assist you in responding to the customer’s concernsSincerely,Stan P

[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:Pepco states that having no disconnection within years of service and the use of solar panels has no bearing on waiving a deposit is exactly my point that they exhibit extremely poor customer relations and need a serious overhaul with appropriate training in this areaIt certainly does having bearing on a deposit since without the use of Pepco's electricity there would be no need to hold a depositThey have done this to everyone we have spoken to in our newly built community and for the record, shows they are a crude business that is taking advantage of the situationNo other utility company operates this way but Pepco
Regards,
*** ***

June 9, 2015Dear *** ***:*** *** contacted our Office of the Customer Advocate via e-mail on May 26, in an attempt to resolve her billing concerns.The customer’s complaint was reviewed and on June 2, 2015, we provided the Office of the Customer Advocate with the
following response to share with the customer:• The customer was registered for auto-pay via our e-bill siteAs such, payments for the erroneously billed amounts of $2,and $1,respectively were authorized and credited to the accountPlease see the attached statement for further clarification: The reverse metering condition has been corrected and all invoices from March forward have been based on correct meter dataAs the statement indicates, the credit balance up to 04/17/was $3,A refund check for this amount was mailed to the customer on 05/18/and to date the balance due is $82.36.Thank you for allowing me the opportunity to respond to the customer’s complaintI trust this information will assist you in responding to *** ***’s concerns.Sincerely,
Richard C

[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:
First of all let’s get it straight once again I have never had my electric cut off and Pepco seems to care more about a little amount of money than customer relationshipAlso I should have never been charged $dollarsLike I said before, this should be for people who service is cut off or not payingI appreciate MrC*** agreeing to remove the $140, but what I don’t appreciate is MrC*** threat about my future paymentsPepco needs to get some customer training for their employeesAlso I am going to look into other electrical companies who have better customer service
Regards,
*** ***

August 12, Dear *** ***:
This letter serves as a response to your inquiry on behalf of our mutual customer, *** *** *** regarding the assessed deposit for $Enclosed is a billing summary for services rendered from December 31, to November 26,
from the customer's former address at *** *** ***, Landover, Maryland, to assist in clarifying the followingDeposits are requested from customers as stipulated in The General Terms and Conditions for Furnishing Electric Service in Maryland, page and 17, section (attached)Six disconnect notices and three reminder notices were rendered during the billing period provided in the billing summary; this represents an unsatisfactory payment historyTherefore, a deposit in the amount of $was assessed on her Current account.Based on the deposit criteria outlined in the tariff and the customer's payment history, the request for a deposit is warrantedThe deposit has been paid in fullBoth the deposit and accrued interest will be automatically refunded, provided the customer demonstrates satisfactory paying habits over a consecutive twelve month period.I trust this information will assist you in responding to the customer's concernsIf you should need further assistance, please contact meSincerely,
Stephanie R

August 21, Dear *** ***.This letter serves as a response to your inquiry on behalf of our mutual customer, *** *** ** ***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 $was submitted using our My Account portal*** *** *** is the checking account holderOn February 21, 2014, *** *** dishonored the transaction because the information entered by the payer did not match their recordsOn March 17, 2014, a credit card payment for $was processed through the *** *** Speedpay link posted on our websiteThe payer/credit card holder identified themselves as *** *** and instead of entering *** ***'s service address, the payer entered: *** *** *** ***, MD ***The credit card company did not honor the transaction citing the information entered did not match their recordsIt is beneficial to note that several inquiries and payments were made by individuals identifying themselves as *** ***'s roommates, including *** ** ***, who until February 20, 2014, was the joint account holderOur investigation concludes that the unsuccessful payments were due to data entry errors by the payersBy disclosing the utility account number to others as a means of remitting payment, *** ***, as the accountholder, automatically assumes responsibility for such paymentsSince the submittal of the complaint, the customer enrolled her personal checking account into our online autopay featureI trust this information will assist you in responding to the customer's concernsIf you have any additional questions, please contact meSincerely,
Stephanie R

July 10, 2014
Dear **. [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,