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Potomac Electric Power Reviews (238)

Date: Wed, Jan 20, 2016 at 8:00 AMSubject: [redacted] - Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [email protected] Morning, The following is our  response to the Revdex.com complaint # [redacted].  The customer's electric heavy...

up was completed on January 8, 2016.  We apologize for any inconvenience and that the customer had to contact us more than once for a resolution.  The customer can contact me directly if they have any further concerns or questions at ###-###-####. Thanks, Linda *. B[redacted]| Special Investigations Representative Pepco Holdings, Inc. | Customer Relations701 Ninth Street N.W. | Washington, DC 20068o: ###-###-#### |[redacted]@pepco.com

March 31, **[redacted]
K Street, N.W., 10TH Floor
"">Washington, DC 20005-
Re: [redacted]
[redacted], Maryland [redacted]
Dear **[redacted]:
On March 4, 2014, a Pepco Energy Advisor spoke with **[redacted] and reviewed her energy usage with her using "My Account," Pepco's free on-line energy management toolMy Account allows customers to monitor their daily usage, view their energy usage in minute intervals and helps them find ways to conserve energyAs an example of the information available, I have included a graph reflecting daily usage data for the most recent billing periodThe Energy Advisor found no anomalies in the billingAs **[redacted] remained concerned, her contact information was then forwarded to Pepco's Energy Engineers to schedule an on-site visit
On March 12, 2014, an Energy Engineer phoned **[redacted] but they were unable to reach her; therefore, a message was left asking **[redacted] to contact them on ###-###-####**[redacted] did not return the call and on March 27, a follemail was sent to **[redacted]
**[redacted]'s premise is all-electricGenerally the major energy users in a customer's all electric home in the winter are appliances that generate heat, such as electric central heating, hot water heating and space heaters (if used)Further, a colder than average winter likely contributed to the higher than expected billsPlease have the customer contact our Energy Engineers if she would like them to schedule an on-site Quick Home Energy Check-Up
In summary, all of the bills during the past twelve months were based on actual meter readings (see attached billing history)Additionally, the smart meter currently servicing the customer's apartment was tested prior to installation at an overall accuracy rating of 100.00%There is no indication the customer's billing is inaccurate; however, as a final measure we can schedule a meter verification and a second, field meter testIf the customer would like to schedule a test, please contact me at the telephone number listed above
Thank you for the opportunity to respond to the customer's concerns
Sincerely,
[redacted]
Enclosures

February 25, 2015Dear [redacted]:This is in response to your inquiry on behalf of [redacted], regarding the accuracy of his bill issued on January 28, 2015, as compared to his bill issued on December 22, 2014.On December 22, 2014, a bill was issued for the service period from...

November 18, 2014 to December 17, 2014, for 754 kilowatt hours in the amount of $37,98. This amount represented the Pepco Distribution charges only. The customer's third party supplier ([redacted]) charges were not provided to us and therefore were not reflected on the bill. A message was printed on page three of the invoice, advising the customer to expect these charges to be reflected on the next statement.On January 28, 2015, a bill was issued for the service period from December 17, 2014 to January 26, 2015, for 1509 kilowatt hours in the amount of $285,23. This amount represents the charges for bothPepco and [redacted] for the current service period only, from December 17, 2014 to January 26, 2015.The customer has not been billed for any charges from [redacted] for the period from November 18, 2014 to December 17, 2014. We have confirmed that the kilowatt hour usage data was electronically transmitted to the supplier for billing; however, Pepco cannot address any third party supplier billing issues. The customer will need to contact [redacted] to inquire about the status of the billing for this service period.I hope this information is helpful in addressing [redacted]'s concerns.Sincerely,Linda B

August 31, 2015Dear [redacted]:
Thank you for contacting me regarding your ongoing concerns. I realize this response has been delayed and I apologize for its lateness and appreciate your patience. I empathize with you regarding your losses and the anxiety you must have suffered due to the fire at your home. I regret any additional concerns the handling of your Pepco account may have caused you and I appreciate the time you’ve spent in resolving this issue. I would like to provide the following information to assist in clarifying the information I provided previously.
On February 20, 2015 at 9:18 p.m., Pepco responded to a request from the Montgomery County Fire Department to send a crew to your home as the result of a fire. Pepco technicians pulled the meter from the socket to disconnect the service and the meter socket was covered for safety. The electric service remained energized (“hot”) up to the meter enclosure/cabinet.
A service order was not generated after the meter was disconnected and therefore the account remained in an active billing status. This resulted in a bill being rendered on March 25, 2015 for the service period from February 14 to March 17, 2015. This bill was issued using estimated meter reading data, as the meter stopped communicating on February 20, 2015. Additionally, the usage graphs from February 20, 2015 forward were based on estimated meter reading data. The bill was subsequently cancelled and the account was closed retroactively to February 20, 2015.
On April 3, 2015 you cancelled your online automatic payment enrollment. However, a payment of $328.07 was already pending based on the invoice rendered on March 25, 2015. Therefore, the payment was processed as part of the automatic payment instructions. Unfortunately, as our customer information system does not discern between a payment that was returned due to insufficient funds and payments returned due to stop payment requests or other reasons, on May 5, 2015, a returned payment form letter was generated to advise you that the payment was not honored and that the electric service would be disconnected if not paid. As you are aware, a $5.00 fee was assessed, which has since been deleted.
Please know that I have taken steps to ensure the information regarding the final bill of $27,33 has not adversely affected your credit history. Further, in addition to the customer service credit of $50.00 I applied to your account previously, as an additional courtesy, I have issued a credit adjustment in the amount of $27,33; therefore, your account now reflects a zero balance.Attached is a billing and usage summary statement from August 21, 2014 to February 20, 2015 to address the concerns you expressed regarding your higher than expected bills. The usage reflected on the statement is based on actual meter reading data. An increase in usage appears beginning with the November 10, 2014 to December 12, 2014 service period, which is consistent with colder weather conditions. Although Pepco cannot identify what internal conditions or equipment may have contributed to your electrical usage, in the winter the cause of higher usage is typically attributed to appliances that generate heat, such as electric central heating. Additionally, if any appliances are not operating efficiently, they can cause usage to increase.
Your questions are understandable regarding actual versus estimated meter readings and the fact that meter readings do not appear on your billing. However, with the installation and activation of smart meters in our service territory, customers no longer see meter readings associated with the billing period on the bill. This is because the meters are read over the air more frequently during the billing cycle rather than once at the end of the billing cycle. Customers are billed by hourly energy intervals on a daily basis and then the daily consumption is added over the entire billing period. Therefore, a total consumption amount for the billing period is now reflected on the invoice rather than beginning and ending meter readings. In cases when a smart meter is no longer communicating, we may estimate usage, which can then be trued up once a meter inspection and manual actual meter reading is obtained. We encourage customers to access their account information using My Account, our online energy management tool where you can view more detailed energy use information.
Once your home is rebuilt and all safety inspections have been received, our Customer Engineering Department will work with you and your electrician to have the meter reconnected and the electric account re-established in your name. If I may be of any assistance during that process or if you have any additional questions regarding this information, please call me at the telephone number reflected above.
Sincerely,Linda B

October 9, 2014
Dear [redacted]:Deposits are requested of customers establishing credit, who have maintained a less than satisfactory payment record over a 12 month period, or due to service interruption for nonpayment of an outstanding bill. For the past 12 months, the customer has...

carried an overdue balance each month. As a result, a $140.00 deposit was assessed.[redacted] has subsequently paid the overdue balance and the current balance of $85.86 is not due until October 20, 2014. Therefore, on a customer relations basis, I have waived the $140.00 deposit request. This is with the stipulation that the customer continues to pay future bills in full by the due date each month. If the customer fails to comply, a deposit equal to 2/12ths of the customer’s annual usage will be reinstated.
Thank you for bringing [redacted]’s concerns to our attention and for allowing me the opportunity to respond to her concerns.Sincerely,
Richard C

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I am pleased that Pepco has decided to own up to their mistake.
Regards,
[redacted]

September 24, 2015Dear [redacted].
This letter serves as a response to your inquiry received on behalf of our mutual customer, [redacted]. An investigation into the budget billing history was conducted and I offer you the following.
The account is enrolled with Pepco's...

Budget Billing program, which is a 12 month equal installment plan; the average monthly payment is $190.00. In addition, [redacted] Electric is the account's third party supplier whose monthly generation charges are due in full monthly. The payment history reflects the customer has been paying only the Pepco monthly average amount of $190,00, which means the separate supplier charges are not paid and therefore accumulating. Note, because consolidated billing was included with the supplier's initial enrollment in June 2014, the utility has purchased and paid in full the supplier's receivables each month as stipulated in the Code of Maryland Regulations (COMAR) 20.53.05.06 titled: Utility Purchased Receivables or Prorated Payments. The paid debt is now owned by the utility which becomes subject to normal collection procedures including disconnection per COMAR 20.31 titled: Terminations of Service.Based on our findings, the attached bill due by October 5, 2015 for consolidated charges totaling $2,810.21 is an accurate reflection of outstanding supplier charges. To avoid disconnection, on September 17, 2015, the customer agreed to place the aforementioned balance on a 24 month installment plan. An initial payment for $600.00 posted to the account on September 22, 2015, and the difference of $2,210.21 will be due in 23 equal installments for $91.67 and one final installment for $101,80, each payable with current charges beginning with the current bill due October 5, 2015. Note, the full amount becomes due if the terms of the installment plan are not adhered to and the account will be subject to normal collection activity.
I trust this information will assist you in responding to the customer's concerns.
Sincerely,
Stephanie R

April 6, 2015Dear [redacted]:
Please accept this is in response to complaint #[redacted], regarding [redacted]'s concerns regarding the installation of a net energy meter for the above referenced address.
Our records indicate that [redacted] and the solar contractor –...

[redacted], did not comply with interconnection rules. The solar system was installed prior to Pepco issuing approval of the installation.Subsequently, on April 6, 2015, our Green Power Connection Team (GPC) sent notification to both [redacted] and [redacted], which outlines the next step of the process. GPC acknowledged receipt of the completed interconnection application, including the Certificate of Completion and electrical inspection. A request is being sent to our Meter Services Department to schedule a Net Energy Meter (NEM) installation. After the NEM is installed, the consumer will receive final written approval from Pepco and a copy of the signed final application. Final written approval must be granted before the solar system can be operated.
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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no ren is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Although there were late payments, my services have never been disconnected--not only within this past year as they reference but never in the entire 10 years of service with Pepco.  This is where the difference is realized in great customer relations and hard nosed business.  If the bill was unusually high during the warmer months, payments were broken up in half between two months but that same bill was ever ignored and lingering forever.  Pepco will allow customers to do this by setting up payment arrangements anyway.  I unfortunately did not call because I am responsible enough to hold myself accountable to pay  without notice to them so I concede to late payments during these time frames but Not having any disruption in services should weigh much heavier than the notices themselves. I have shown intergrity, trustworthiness and responsibilty to pay PEPCO CONSISTENTLY and not be someone you would force to make pay their deposit tariff only because of automated generated notices. 
 Additionally, I will be using solar panels installed by solar city and not using Pepco.  Pepco has always received my money, why tie up my funds for a service I wont be using and waiting a year for its return?  
Regards,
[redacted]

Date: Tue, Dec 1, 2015 at 9:24 AMSubject: RE: Revdex.com Reminder-Second Notice Complaint #[redacted] - [redacted], WDC [redacted]To: [email protected] [redacted] The following information is being provided to address the customer concerns regarding the outage...

at [redacted] and the billing for the 2nd meter that is no longer installed at the dwelling.    I appreciate the opportunity to provide the following information.   On November 10, 2015, the electric service for meter [redacted] at [redacted] was remotely disconnected in error when we were attempting to make corrections on the account record and to identify the correct meter at the dwelling.    The electric service for meter [redacted] was restored on November 11, 2015.  Please accept our apology  for any inconvenience this outage may have caused.   In addition, we have also corrected our account records to ensure that  we are rendering one bill to the account holder for smart meter #[redacted] under #[redacted].   Three invoices previously rendered under #[redacted] (referencing meter [redacted]) for a total of $1,937.28 have been reversed and cancelled to reflect a zero balance.   Pepco Meter #[redacted] was apparently removed when the property was renovated and our records were never updated to reflect this. I hope this information is helpful in addressing the customer's concerns. Thanks, Linda *. B[redacted] Special Investigations Representative Pepco Holdings, Inc. | Customer Relations[redacted] Washington, DC 20068o: ###-###-#### |

July 24, 2014
Dear Mr. Dennis:This is in response to the above referenced customers collection complaint filed with the Revdex.com. Below is a timeline of events that illustrates the activity that has occurred concerning [redacted]s Pepco electricity account in recent...

weeks:June 13, 2014 (11:39 am) - The electric service for the above referenced address was disconnected for non-payment with a total balance due of $1,215.90.
June 13, 2014 (12:59 pm) – The electric Service was reconnected after [redacted] contacted Pepco and authorized an immediate payment of $850.00 through Speedpay and a future dated Speedpay payment for $363.00 to be processed on June 23, 2014.
June 13, 2014 The Pepco Customer Service Representative who assisted [redacted] agreed to change the future dated payment of $363.00 from June 23, 2014 to June 27, 2014, in response to the customers concerns about being laid off. Unfortunately, The Pepco Representative made a data entry error and the payment was processed on June 23, 2014 as originally scheduled. Pepco apologizes for that error.
June 24, 2014 - The $850.00 payment, which [redacted] committed to on June 13, 2014, through Speedpay was returned for insufficient funds.  
July 2, 2014 – A 55-day credit and collections hold was placed on the customers account. This hold was initiated when the customer applied for Maryland Energy Assistance. The hold allows time for the Maryland Energy office to review the customers application to determine if the customer qualifies for energy assistance. The hold can be cancelled prior to 55 days if Pepco is notified that the application has been denied. At present, the application process is still pending at the Maryland Energy Assistance Office.
July 15, 2014 – The $363.00 payment, which [redacted] committed to on June returned as "Authorization Revoked by Customer".
July 24, 2014Pepco has not received payment on any portion of [redacted]s her service was reconnected on June 13, 2014.13, 2014, was reconnected on  June 13, 2014.
In conclusion, the service was reconnected on June 13, 2014, based on two payments initiated by [redacted], neither of these payments have been honored. At this time Pepco has not received any commitment for payment from a third party nor any payment from the customer. Pepco has confirmed that an application for assistance is pending with the Maryland Energy Office and Pepco's understanding is that the agency has requested further information from [redacted]s Pepco electricity account will remain on hold until August 26, 2014 or until such time the energy assistance application is accepted or denied. If accepted, the customer will be placed onto the USPP program and offered a budget bill. If assistance is not granted, the customer will be eligible to make payment arrangements after the $850.00 payment that was returned for non-sufficient funds has been made good. At this time the balance owed on the account is itemized as follows:• $1,282.26 Past due• $ $304.00 Deposit request• $118.45 Current chargesI hope this information is helpful in addressing [redacted]s concerns. Please feel free to contact me if I can be of any additional assistance at ###-###-####Sincerely,
Linda ** B[redacted]
Escalated Investigations Representative

RE: Meter Relocation for[redacted]St SE Washington DC, 20002Dear Mr. [redacted]:This letter serves to respond to the delay in relocating the meters at the above referenced address. I regret it was necessary for the customer to contact us more than once to resolve his concerns. Outstanding...

customer service is one of our core goals at Pepco and I apologize for any inconvenience the customer experienced as a result of the delay responding. I have reviewed this matter and would like to offer the following information.We make every effort to complete our portion of a heavy up within 8-12 weeks after being notified by the customer's electrician. Unfortunately, due to an administrative error the work has been delayed. However, upon receipt of the Bureau's inquiry, our Customer Design and Engineering Office have expedited the process. They have submitted the request for traffic control plans; once the plans are received, we will then request permits from the District of Columbia. Thereafter, they will release the job to our Construction Division to schedule a date to complete the work.
Thank you for bringing this matter to our attention. I trust this information will satisfactorily resolve the customer concerns
Sincerely.Stan P[redacted]

701 Ninth Street, NW Washington, DC 20068May 6, 2016Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Silver Spring, Maryland Complaint No: [redacted]Dear Mr....

[redacted]:This letter serves as a response to your inquiry received on April 21, 2016 on behalf of our mutual customer, Ms. [redacted]'s request for a refund.Upon further review of the metering and billing records, we determined the account was closed on January 31, 2016, for a credit balance in the amount of $203.64 (attached). The final bill was sent to the service address, as a forwarding address was not given at the time the customer closed the account. On February 18, 2016, the customer inquired about the status of the refund and also provided a forwarding address: [redacted], Memphis, Tennessee 38134. On February 26, 2016, a refund for $203.64 was processed. In April 2016, the customer initiated another inquiry which revealed the mailing address was entered incorrectly. As a result, the customer did not receive the refund. After confirming the original refund remained outstanding, a stop payment was issued, and a new refund request was released on May 6, 2016.We apologize for the inconvenience and confusion this matter has caused. I trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie R

[redacted]Washington, DC  [redacted]April 16, 2015[redacted]     1411 K Street, N.W., 10TH Floor Washington, DC 20005-3404 RE: [redacted]         [redacted]...

[redacted]            District Heights, Maryland [redacted]                                                       Dear [redacted]:Attached are copies of all bills that were rendered on [redacted]’s account.[redacted] did not contact us in May 2014, when she took possession of the property at [redacted]. On September 29, 2014, the customer provided a copy of a lease and photo identification in a Pepco business office in order to establish service at the above referenced address. Subsequently, an account was established for the customer effective May 15, 2014.  As a result, on October 21, 2014, a multi-month bill was rendered for service from May 15, 2014 to October 15, 2014 in the amount of $2,771.77.As indicated on the attached invoices, all charges have been based on actual meter readings.  Since the customer’s property is serviced by a smart meter, on April 16, 2015, I was able to obtain an actual meter reading of 43784, which is greater than the previous meter reading 40947 that was used to bill the account to March 20, 2015. This information further validates the accuracy of the customer’s usage. Please note that the customer is also served by a third party supplier.  As Pepco is prohibited from discussing supplier issues, [redacted] may wish to contact her supplier regarding their charges.  I trust this information will serve to assist in responding to the customer’s concerns.  Please contact me if you have any additional questions.  Sincerely, April S[redacted]Attachments

August 26, 2015Dear [redacted]:This letter serves as a response to [redacted]'s follow-up inquiry. I appreciate the opportunity to provide the following information.Although the electricity at [redacted]'s former address was not disconnected for non-payment and payment arrangements were established to avoid disconnection, based on the customer's overall payment habits, the deposit is warranted. Additionally, the customer's plan to install solar panels does not have a bearing on the current request for a deposit. Therefore, Pepco's position remains the same and the customer's request to have the deposit waived is respectfully denied.
Thank you for contacting Pepco regarding this matter. If you should need further assistance, I can be reached at the above referenced telephone number.
Sincerely,Stephanie R

[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]
 Complaint: [redacted]
I am rejecting this response because (1) Pepco did not fully address all of the issues raised in my initial complaint and (2) Pepco has not provided a comprehensive, detailed accounting of the charges and payments made on this account, and I believe I have been overcharged. The details are explained in the following letter:



Dear Ms. R[redacted]:
This letter serves as a response to
your letter to [redacted] of the Revdex.com, dated
May 6, 2015, concerning Revdex.com Complaint No. [redacted].
Your letter contains several
inaccuracies, and PEPCO’s bills contain many confusing or erroneous
charges which PEPCO still has not adequately explained. These are
detailed below.
I am very concerned about the confusing
bills I’ve received, which contain unexplained charges. It leads me
to wonder whether Pepco is engaging in deceptive billing practices,
and I would like you to address these concerns.
Following is an itemized response to
your letter and to the various bills I’ve received from Pepco.
ITEM NO. 1
You write, “After receiving proof of
occupancy, a new account (#[redacted]) was established March 5,
2015, and a deposit for $90.00 was assessed to the new account.”
This is not the correct order of
events. PEPCO turned off my electricity on March 5, without warning.
When I called to ask why it was turned off, I was told that “No one
lives there.” My name and account number were not in the system.
This was an error on PEPCO’s part. I
had called PEPCO on Jan. 16 to advise them that my tenant was moving
out Feb. 1 and to switch service into my name. However, PEPCO told me
it would be switched to my name Feb. 2, as Feb. 1 was a Sunday.
During that Jan. 16 call, I was given
an account no. (#[redacted]). Electric service continued after my
tenant moved out (Jan. 31) and continued, uninterrupted, until it was
turned off, without warning, on March 5.
I immediately called PEPCO and spoke
with Ms. A[redacted], who told me that there was no record of my name or
of the account no. (#[redacted]) in the system.
At that time, on March 5, Ms. A[redacted]
set up a new account for me and my electricity was turned on within a
few hours.
It was after this that PEPCO
demanded proof of occupancy. In a letter from PEPCO Billing Services
Investigation dated March 19, received by me March 27, I was told to
provide proof of occupancy. I immediately called and spoke to Mr.
L[redacted], and faxed him, the very same day, proof. I also sent copies of
the documents via certified mail.
ITEM NO. 2
Your accounting on my account does not
seem to add up. I have made three payments on this account, as
follows:
On 4/24 I paid $112.60 (check no. [redacted])
On 5/6 I paid $18.71 (check no. [redacted])
On 5/11 I paid $41.65 (check no. [redacted])
Total payments made by me as of today:
$172.96.
But in looking at the bills I’ve
received, here are the amounts PEPCO has billed me:
For the period 3/5-3/26: $17.60
For the period 3/27-4/27: $23.71
For the period 2/1-4/27: $64.25
Total amount of electricity charges
billed by PEPCO: $105.56. (I arrived at this figure by adding all of
the “New electric distribution charges – Pepco” and “New
electric supply charges – SOS Provider” from each of the three
bills.
My payments of $172.96 minus the billed
amount of $105.56 = an overpayment by me of $67.40.
PEPCO owes me $67.40, yet the
most recent statement shows a balance due of $41.65.
Someone at PEPCO needs to start all
over with my account, go back to Feb. 1, figure out what the meter
reading was on that date, figure out the meter reading today, and
determine exactly how much I should have paid in electricity charges.
PEPCO’s insistence on reworking the
same confusing bills, which are rife with inexplicable charges and
errors, only serves to exacerbate the errors. It is time to start all
over again.
ITEM NO. 3
Your letter erroneously states that “On
April 23, 2015, the company waived a $5.00 fee for a dishonored
payment totaling $155.67.” There was never a dishonored payment, as
has already been verified by a PEPCO employee. My bank has confirmed
that PEPCO never attempted to put through a payment from me in the
amount of $155.67.
ITEM NO. 4
Per my telephone conversation with Ms.
H[redacted] at PEPCO on April 23, the amount of $155.67 is itself the
result of an error on PEPCO’s part. Ms. H[redacted] and her supervisor
were not able to determine where the amount came from. I was advised
to “ignore” this and that I only owed $112.60.
Now that this matter has dragged on so
long and I am forced to complain to the Revdex.com yet again about PEPCO’s
handling of this matter, I must demand an answer: where does this
amount of $155.67 come from? You cannot put a charge on my bill and
then fail to explain to me why it is there.
ITEM NO. 5
The very first bill I received
from PEPCO for acct. no. [redacted], for service dates 3/5-3/27,
includes “Changes to your electric balance” of $250.67. How is
this possible? On my first bill? Where does this amount come from?
Even a cursory look at my account will show that I use roughly $20-60
worth of electricity per month, so it is impossible for me to have
accrued this balance immediately, especially in winter, as the
apartment is heated by gas.
I must have an explanation for this
amount as well.
ITEM NO. 6
In your letter you write, “we have
waived the [$90.00] deposit and applied the deposit payment to the
account.”
Nowhere on my bill can this $90.00
credit be found. Given the numerous mistakes PEPCO has made on this
account, I must demand a fully detailed accounting of every charge
and payment made on this account, line by line. Do not group
everything into confusing catch-all categories such as “Changes to
your electric balance” or “Your payment(s) – thank you.”
Your own customer service reps and
their supervisors have been unable to decipher my bills. I have
spoken with at least three reps so far. I doubt that you yourself can
fully explain to me or to the Revdex.com all of the charges that have been
listed by PEPCO on this account.
CONCLUSION AND REMEDIES SOUGHT
I have logged roughly 20 very difficult
and trying hours simply trying to iron out the various errors Pepco
has made on my account, from losing my original account number to
turning off my service to forcing me to prove occupancy at an address
I’ve owned for 15 years. And forcing me to pay a security deposit
on top of it, even though I made no mistakes.
I do not want to spend another minute
deciphering a vague, confusing Pepco bill. I demand a thorough,
comprehensive, line-by-line explanation of each and every charge that
has been made on each and every bill I’ve received since Feb. 1,
2015. I want this explanation in the form of a letter that uses plain
language to explain the charges.
Because of the confusing nature of the
bills and the repeated overchages, I am led to wonder whether Pepco
is engaging in DECEPTIVE BILLING PRACTICES. You have repeatedly tried
to get me to pay, for example, a charge of $155.67 that even your own
employees cannot explain to me. I would ask that you advise me as to
whether Pepco’s billing practices are indeed deceptive or not.
Pepco has also failed to adequately
respond to the following demands from my original Revdex.com complaint.
These demands still stand:
• Return
the “security deposit” of $90 I paid on April 14, 2015.
• Explain
why my power was shut off on March 5, 2015.
• Explain
what happened to the account I set up for Apt. 2 on Jan. 16, for
service to commence Feb. 2. At the time, I was given account no.
[redacted]. I have since been told that this account no. does not
exist and Pepco has no record of it.
Your
immediate response is greatly appreciated.
Regards,
[redacted]

[redacted] Revdex.com 1411 K St NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Largo, Maryland [redacted] Account #[redacted]Dear [redacted]:This letter serves to respond to the concerns expressed by the above referenced customer...

regarding Pepco's request for a deposit. I have reviewed the customer’s account and would like to offer the following explanation.Review of our records reflects that the customer was granted an extended due date per her request to coincide with a monthly government check. The due date was changed from between the 24" and 27" of the month to between the 7" and the 9" of the following month. The change became effective with the customers' bill for service to June 1, 2015.Deposits are only requested of customers who have maintained less than satisfactory payment habits over a 12-month period. Review of the customer’s payment history reflects that even after the due date was changed the account reflects monthly arrears, late and infrequent partial payments, as well as three disconnect notices (see attached). Consequently, On September 25, 2015, a deposit was requested in the amount of $465.00. The deposit represents approximately twotwelfths of the customer’s annual usage.As indicated in the enclosed tariff, “For Residential Customers who have not paid a deposit, a deposit may be requested if the Customer fails to pay a bill after a reasonable time has elapsed from the receipt of a termination notice which has arisen because of non-payment of the bill”. We expect our customers to pay their electric bills by the due dates. Based on the deposit criteria and review of the customer’s payment history, the request for a deposit is warranted.Currently, the account reflects a balance of $801.64, which consists of the arrears, in the amount of 387.55, a late charge of $3.15, the balance of the deposit request, in the amount of $222.86 and the current bill, in the amount of 188.08 that is due by January 7, 2016I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan P[redacted]

July 20, 2015Dear [redacted]:
This letter serves to respond to the ongoing concerns regarding the refund check for the above referenced customer. I regret that our previous response did not satisfactorily resolve the customer's concerns. I can only reiterate that on May 27, 2015 the refund was processed, and on June 22, 2015 the check was mailed to the customer's mailing address on record ([redacted] Greenbelt MD, [redacted]). Our records do not reflect any late charges assessed to the account.The customer has not substantiated a need for a further review. Therefore, Pepco's position remains the same.
Sincerely,Stan P

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The company has apologized to me in regards to not contacting me in a timely fashion.  We both agreed that had I been contacted by phone and communication was not completely unavailable a lot of these issues could have been avoided.I would like to make the following note for record purposes:
I called and left a voice mail message (At this point I simply wanted to verify that application was sent in and received by Pepco from the Solar Installation company) on Wed June 25, 2014 the voice mail recording
stated I would be contacted within 3 business days which did not
happen.  Which is why I reached out via email and additional phone calls to Pepco customer service to see if Solar Meter was
scheduled to be installed.  As a customer  I had no real way of verifying that the company that installed my solar system did indeed submit the application on the date of Monday June 23, 2014 (Which according to Pepco had not been received until July 2) .  I did not receive any form of response until
July 7 2014 after a complaint had been filed.  The July 7th email message sent out did not suffice after all the build up and unresponsive I received from Pepco; I still had a lot of uncertainties which mandated and call from Pepco which I did not receive until July 16th 2014.The representative from Pepco stated they would be working on the issues of Customer Service not being able to give status updates of all Departments.  This corrective measure is supposed to take place sometime in 2015; as of now Customer service cannot tell you in a timely fashion what is going on within the Green Power Connection department or the Net metering department.  Unfortunately I will not be able to confirm that they made these changes unless I add more green power (wind turbines) in 2015 and start the process of tying clean energy to their grid all over again.In short the problems are still existent, I'm only considering this resolution closed because of the apology
Regards,  
[redacted]

June 17, 2014Dear [redacted]:On June 2, 2014, a new resident at [redacted] contacted us to begin new service. Unfortunately, the new party provided us with [redacted] apartment number ([redacted]) in error. As a result, [redacted] account ([redacted]) was closed and final billed.On...

June 6, 2014, the new party advised us that he had inadvertently provided us with an incorrect apartment number. In order to correct this error, it was necessary to establish a new account for [redacted]. Regretfully, the final billed account number can no longer be used. The customers new account number will be [redacted].I apologize for any inconvenience this matter has caused [redacted]. However, there will be no negative financial impact to the customer. When [redacted] receives his bill for service from May 22, 2014 to June 23, 2014 under the new account number, the monthly customer charge will still be $7.39 a month; the same as if he had billed under the previous account number.Thank you for bringing [redacted] concerns to our attention and for allowing me the opportunity to respond to his concerns.

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Address: 701 9th St NW Rm 7412, Washington, District of Columbia, United States, 20001

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