Potomac Electric Power

This letter serves as a final response to Ms. [redacted]' follow-up inquiry. Thank you for your extended patience while we continuously worked to resolve the billing issues brought forth by the customer.We are pleased to report on July 9, 2015, a bill for remaining dates of service from April 2, 2015 to July 1, 2015 was released in the mail (attached). Today, I left the customer a message requesting a return call tofurther discuss.Once more, we appreciate the patience and additional time allotted to make the necessary corrections towards the electric account. Please do not hesitate to contact me with any additional concerns.
Sincerely,
Stephanie R[redacted]

September 18, 2015Dear [redacted]:
This letter serves to respond to the inquiry regarding the security deposit of Sl 65.00 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 that the account was established in the customer's name effective April 1, 2015. All new Maryland customers are required to pay a deposit; therefore, when the initial bill was prepared, a deposit in the amount of $165.00 was requested along with the first bill. However, before the bill was rendered, a block was placed on the account to review the billing before it was released. Unfortunately, the block was not removed in a timely manner. Therefore, the bills for April, May, June and July were not released until July 24th, 27th, 28th and 29th 2015, respectively.As a result of the error, we have opted to waive the paid deposit in the amount of $165.00. Please extend our sincere apology to the customer for the billing error. I trust this information will assist you inresponding to the customer's concerns.
Sincerely,Stan P.
Special Investigation Representative

[redacted]
[redacted]  [redacted]
March 5, 2015[redacted]    
[redacted] 
[redacted]
                   ...

                                                          Re:  [redacted] 
[redacted]  
       [redacted]
[redacted]On January 31, 2015, the customer’s account at [redacted] was closed and subsequently final billed. On February 3, 2015, a final bill was rendered for service from December 18, 2014 to January 31, 2015, for 1,829 kilowatt hours, in the amount of $771.70, which includes Pepco arrears ($464.25), Pepco current charges ($80.65), and [redacted] supplier current charges ($226.80) that was due February 24, 2015. We do recognize that the customer’s final bill is higher than expected. The two major factors that likely contributed to the amount of the final bill are the number of days in the billing cycle (44 days), and the customer’s supplier rates that increased from $0.096 per kilowatt hour (kWh) to 0.124 per kWh. Attached are copies of the customer’s two most recent monthly bills, reflecting the supplier rate increase.  As deregulation bylaws prohibit Pepco from addressing supplier related inquiries and/or charges; therefore, if [redacted] has any questions concerning the supplier charges or rates, she should contact her supplier directly.Based on my review the customer’s final bill is an accurate reflection of the usage consumed at the customer’s home, and does not reveal any evidence of a billing error. Thank you for the opportunity to respond to the customer’s concerns.   Sincerely, April S[redacted]
Enclosures (2)

March 12, 2014
Dear [redacted]:
This letter serves to respond to the high bill complaint for the above referenced. I have reviewed the manner in which the account was billed and offer the following explanation.
For your review, attached is a billing...

statement for service from December 9; 2013 to February 7, 2014, Our records reflect that the account was established in the name of [redacted] effective December 9, 2013. Though an. actual meter reading of 25606 was transmitted on January 10, 2014, as indicated in the enclosed bill statement, the initial bill for service from December 9, 2013 to January 10, 2014 was based on an estimated reading of 24102.
Estimations may result in the need for subsequent billing adjustments. Once an actual meter reading is obtained, the account is re-billed if warranted. Either a “catch-up” bill is rendered due to underestimation, or a bill reflecting a lesser amount (credit) due to over-estimation is rendered.
On February 7, 2014 an actual meter reading (28827) was obtained. Consequently, a bill was rendered for service from January 10 to February 7, 2014 based on the estimated and actual meter readings of 24102 and 28827 for 4,725 kilowatt-hours, in the amount of $558,19. This represents a "catch-up” bill reflecting consumption from the previous under-stated reading.
Although we can certainly understand the customer's concerns over any higher than expected bills, my review indicates that the account has been billed accurately, Pepco is unable to provide specific information regarding what internal conditions or equipment contribute to the electric consumption; however, our records reflect that this a total electric residence, generally the major energy users in a customer’s home in the winter are appliances that generate heat. This would include electric space heaters (if used) and the hot water heater. In addition, if any of the customer’s appliances or equipment is not operating efficiently (such as through age or disrepair), energy consumption can increase.
To further assist the customer in determining what may have caused the usage to increase, I have enclosed a copy of the customer's Dailey Energy Use and Weather chart for the bill period in question. As you can see there were significant spikes in tire customer's consumption as the weather turned colder.
This chart and the explanation of the kilowatt-hour consumption in comparison to the weather can be accessed by using Pepco’s interactive tool; My Account, this tool can also help the customer analyze his electric bill7 and enable him to conduct an energy audit of his home and discover ways to conserve energy and save money. He may use this free tool by visiting our website at www.pepco.com-
I trust this information will assist you in responding to the customer’s concerns.

September 8, 2015
Dear [redacted]:
Thank you for the opportunity to respond to [redacted]s concerns regarding her billing charges and request to change her account effective date from November 3, 2014 to February 1, 2015. I have attached a billing history to assist in clarifying the...

following information.Effective November 3, 2014, an account was established in the name of [redacted] at the above referenced address based on an online request from [redacted]. On May 3, 2015, [redacted] contacted Pepco to dispute the effective date of responsibility, stating that she did not become the responsible party until February 1, 2015. As a result of this contact, a letter was sent to [redacted] requesting occupancy documentation (lease, deed, settlement documents, etc.). The requested documentation was never received; therefore, the dispute was closed. However, if [redacted] would like to provide me with the documentation I will review her request to change the occupancy date.I apologize that [redacted]s bills were delayed. In January 2015, Pepco 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 phase. Unfortunately, the conversion resulted in a delay in rendering bills for [redacted]s account and as a result, multiple bills were issued almost simultaneously. An 18-month installment plan was established for [redacted] and as a courtesy I have removed late fees in the amount of $41.10.
I appreciate the opportunity to respond to our mutual customer's concerns. Please have [redacted] contact me if she has any questions or concerns regarding this information.
Sincerely,
Linda B

November 20, 2015[redacted] The Revdex.com 1411 K St NW, 10" Floor Washington, DC 20005-3404RE: [redacted] District Heights, Maryland [redacted]
Dear [redacted]:
This is in response to complaint #[redacted], regarding [redacted]...

[redacted]'s billing concerns for the above referenced account. We 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 12 month period, or due to service interruption for nonpayment of an outstanding bill. On a customer relations basis, the deposit requirement of $260.00 has been removed on the condition that the bills will be paid in a timely manner. However, if the consumer's payment history becomes unsatisfactory, a deposit requirement equal to 2/12ths of the consumer's annual usage may be requested.I appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve [redacted]
[redacted]'s concerns. If you should have any questions, please contact me at the telephone number referenced above.
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 reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: [redacted] called me at 6:25am and directed me to make a complaint with them, their this car is not closed. This was after I tried to call her and come to a reduction several times. She said I didn't call you back because she didn't talk to people and she is not going to talk to me and said that if I didn't like what she said to go to mpsc. [redacted] was very rude to me and confrontational, which is not acceptable, especially under the circumstances regarding this case. She treated me as if I was a child and contacting me outside of normal business hours which is also unacceptable. Again, if Pepco was on top of their business I would not be going through this. The termss she gave in her first letter were very unrealistic after a mistake caused on their behalf. To respond so late to this complaint and  then to ask for that amount in less than 7 days is not customer oriented or fair.  It is their fault the bill is so high and they need to be more responsible and to have someone in customer relations be so rude is not a good idea for a customer service oriented business. before this last investigation my bill was $1200, then they go and find other things that they forgot to Bill me for and in 39 days the bill doubled. How do they get to take 8 months to figure everything out, but give me less then a week to pay. Where is their responsibility for the major inconvenience and hardship they are causing me. What if I had never called them, they would have never even knew about the error in their system. They had to credit me $700 less then a year and a half ago for these same type of issues....be professional and compensate the customer for your errors and I no longer want [redacted] on my case, as she is rude and very disrespectful.
Regards,
[redacted]

701 Ninth Street, NW Washington, DC 20068January 19, 2016[redacted] Trade Practice Consultant Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Bethesda, Maryland 20814 Complaint No:...

[redacted]Dear [redacted]:This letter serves as a response to your inquiry on behalf of our mutual customer, [redacted] requesting invoices for service rendered.Upon further review of the billing records, we determined due to unforeseen delays in our billing system related to our Peak Energy Savings Credit program, no bills were rendered since the account commenced on May 26, 2015. This matter has been resolved, and attached is a copy of the bill for service rendered on May 26, 2015 to January 15, 2016 and charges totaling $840.37. The deposit balance in the amount of $400.00 Was Waived.We regret it took more than one attempt to get the assistance required. Further, we apologize for any inconvenience this matter has caused. Extensive payment arrangements up to 48 months are available upon request. If you have any additional questions, please contact me.Sincerely, Stephanie R[redacted]Enclosure (16)

701 Ninth Street, NW Washington, DC 20068February 1, 2016[redacted] The Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404RE: [redacted]Rockville, Maryland [redacted] Account: [redacted] Dear [redacted]:
This is...

in response to complaint #[redacted], regarding [redacted]'s billing concerns for the above referenced account. We appreciate the consumer's feedback and apologize for any inconvenience the customer may have experienced as a result of this matter.
In February 2015, the Maryland Electric Universal Service Program (EUSP) pledged $156.00 for [redacted]'s electric account, of which $13.00 of the benefit has been applied. As a result of a programming issue, the balance of the benefit amount had not been applied to her Pepco account. However, our Systems and Development team has resolved this matter and the remaining $143.00 credit will be reflected on the customer's next invoice. The customer's account has been protected while this matter was being resolved and no late charges have been applied to the account.
I appreciate the opportunity to respond. If you should have any questions, please contact me at the telephone number referenced above.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 reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 Pepco has caused me this huge bill, they are responsible for ensuring that customers are billed correctly and timely (monthly).  There is no way a bill can go from $800, back to $1700 and in only 30 days, up to $2400.  What they are showing is their inabilities to have the systems they use for billing updated.  Remind you, their system kicked me out as if the account was closed, I never called them to discontinue service, THEY DID IT!!When I started this complaint with them, my bill was $1200, and this was confirmed with several customer service reps on Friday, May 5, 2014.  Why is my bill now $2400, after only 30 days???  They keep saying they forgot to bill me, which on Friday they said another $509 was not billed.  They are bringing back up old bills, which were already settled, one in which they had to credit me $700 for their inconveniences. 
This again is a major concern and should not happen.  IF their system makes an error, they have to take full responsibility and compensate the customer, especially when it is their fault.  They had my account under investigation in December, when I contacted them because I had not received a bill, in which they came back in February and said it was $1700, if there was any past billing mistakes or anything they should have corrected it then, not as they discover their mistakes.  They need to assume responsibility and knock something off the bill, as this is NOT MY FAULT.  What they have shown is something they again JUST DID, it was not mentioned or explained in February, IT's almost as if requesting an investigation on my account really hurts me because they come back and find things to bill me for.  If I live in twenty places, it is their responsibility to keep up with each account, transfers, etc, not mine.  I do more work and research then they do.  It's no was a bill goes from $2700, a credit of $700, several payments to get it under $1000, then forget to bill me for six months, while I continue to make payments (to another account number they had in the system which they claim was wrong and had to fix that too) and now after another investigation, it is $2400.  They can not continue to service hard working people in this manner.  They have to compensate for their mistakes.  For the inconvenience on their behalf and the financial hardship they are causing me, they should take something off the bill, as had it not been for them not being able to correctly bill this would never had occurred.  I am not accepting the amount in which they state I owe, as again, no way in the world ever is my bill $500+ for one month, then back down two hundred dollars, yet everything is the same...I don't even be home nor cook, and my bill is higher then a  family of 5 people.  Not to mention all they say is, we forgot to bill you from a while ago for $509, I think they are finding ways to get their $700 back.  How is a billing company, UTILTIY company forgetting to bill people and then not billing them at all....this is totally unacceptable and unfair business practices.  I am requesting again, they take off a portion of this bill off because of their faults, not the customer.
Regards,
[redacted]

[redacted] 
[redacted] 
[redacted] SUMMARY REPORT  Verdana; font-size: 11px;">Date: 03/19/15 Pepco Representative’s Name: [redacted] 
Type of Inquiry [redacted] 
[redacted] 
[redacted] 
[redacted] Agency Representative’s Name: Karen R[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted] Part II: Type of Investigation Initial Bill: Final Bill: High Bill: Metering: Other: If Other, Customer states that payments made are being applied to the account for apartment Disputed Amount: describe: unit #1B in error. The customer lives in apartment unit 2B. Internal Use Only: Does inquiry have an impact on the billing? If so, issue 4S waiver and check here: Part III: Meter Information Meter Test Request: Yes: No: . Test Results: Light Load Heavy Load: Overall: Previous Meter Test Date: Additional Comments: Page 1 Escalated Investigations Summary Report Page 2Part V: Summary Statement RE: [redacted] Disputed amount: $ On April 12, 2013, our records show an electric account was established for [redacted] 
[redacted], when the customer requested new service at this location by phone. On October 9, 2014, [redacted] contacted us by phone and advised that they lived at [redacted] in [redacted] and not in [redacted]. We have no prior record of the customer contacting prior to October 9, 2014 to indicate that they were being billed for the incorrect apartment unit. The Customer Service Representative initiated a new account for [redacted] the correct apartment unit at [redacted] 
[redacted] ** with an effective Move-In date of April 12, 2013. An account investigation was also issued on the incorrect account [redacted] to cancel all of the billing previously issued on this account and to move payments made by [redacted] to the correct Pepco Account. Pepco has taken the following corrective actions: ? All previous billing for the incorrect apartment unit [redacted] have been cancelled. A new electric account [redacted] has been established in the name of [redacted] for unit 2B with a Move-In date of April 12, 2013. All customer payments previously applied to #unit 2B for a total of $1,533.32 have been applied to the customers correct account record for unit 1B. A new party pending deposit request of $ 152.00 has also been waived. Payment Date Amount Payment Date Amount 05/25/13 $69.02 04/10/14 $85.45 07/08/13 $60.41 05/12/14 $72.06 08/07/13 $80.41 06/09/14 $69.23 09/08/13 $66.60 07/09/14 $66.95 10/08/13 $68.74 08/11/14 $57.66 11/06/13 $55.49 09/08/14 $52.71 12/09/13 $67.28 10/09/14 $66.33 01/08/14 $93.40 11/10/14 $59.51 02/11/14 $96.03 01/06/15 $143.12 03/12/14 $84.65 02/13/15 $118.27 Grand Total $1,533.32 The customer will need to re-register for Pepco’s My Account online access using the correct account # [redacted]. The customer will need to use this account number #[redacted] when rendering any payments or when contacting Pepco to discuss the account. I have attached a billing history statement to show the account activity for the correct apartment unit #1B. This statement reflects all of the payments that have been applied to the correct account through 2/19/15. A new bill will be generated on March 23, 2015. As always the customer can contact us to set up a time payment arrangement if necessary. I hope this information is helpful in responding to the concerns of the customer.

May 12, 2015
Dear [redacted]:This letter serves to respond to the ongoing concerns regarding the delay in receiving notification from Pepco's Green Power Connection Team (GPCT) to start the operation of their solar system. Please extend our sincere apologies to the customer for not responding in a timely manner.Due to the many hundreds of customers sending in their final documents just before the end of 2014, our GPCT have experienced a delay in responding to the final applications. Although the staff has worked substantial overtime hours to complete the final application steps, the very high volume of applications caused a backlog. In addition, on January 6, 2015, we rolled out a new customer information and billing platform. That new platform changed the way certain net meter tasks are accomplished at Pepco, and stabilizing the new process took substantial time away from processing the applications and getting the Net Energy Meters installed, so a backlog developed. We are working through these backlogs as quickly as possible.On May 7, 2015, a notification was mailed to the customer giving the customer authorization to interconnect and fully operate their renewable energy facility.I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan P

[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:
For the second time, as noted by Pepco reps, the excessive billing was due to an oversight on their part, and Pepco's mismanagement of the process/Program. 
To settle this matter I will obviously seek legal support.
Thanks for all your professional efforts, Revdex.com.
Regards,
[redacted]

July 7, 2014
Dear **. [redacted]:
This letter serves to respond to the concerns express by the above referenced customer regarding the delay in the billing of the account. I have reviewed this matter and would like to offer the following information.  
Review of our...

records reflects that on April 19, 2012 the customer applied for service at the above referenced address. Unfortunately, due to a system error we were experiencing at the time, there was a delay in activating the account. Consequently, On July 9, 2013, a bill was generated for service from April 19, 2012 to July 2, 2013, in the amount of $1,595.42.On December 10, 2013, the customer contacted our office and established a Time-Payment-Arrangement (TPA) on the total bill of $1,895.88, However, he defaulted on the arrangements, and the TPA was canceled on March 6, 2014. Subsequently, on June 27, 2014, the account was disconnected for nonpayment. The customer made 2 payment transactions on that day to have the service restored; however, only one payment could be verified. Unfortunately, the second payment the customer made through [redacted] could not be verified immediately that day. On June 30, 2014, the payment was verified and the service was reconnected.    While Pepco cannot refund any payments made for services rendered, please extend our sincere apologies to the customer for any frustration or inconvenience the delay in billing has caused. If the customer wishes to file a claim for food loss as a result of the disconnection, he may contact our Claims Department at ###-###-####.Thank you for allowing me the opportunity to respond, responding to the customer’s concerns.

March 24, 2015Dear [redacted]:
This letter serves to respond to the inquiry regarding the delay in the installation of a Net Energy Meter for the above referenced customer. I have reviewed the process involved with installation of the meter and offer the following...

information.Review of our records reflects that we received a copy of the final electrical inspection certificate from the customer's contractor on February 5, 2015. Under normal circumstances once the certificate is received, a Net Energy Meter is installed within approximately a week to 10 days. However, due to a backlog of meter install requests there has been a delay in the installation of the meters.
The meter for the above referenced customer was scheduled to be installed on March 23, 2015. I trust upon receipt of our response to the Revdex.com, the meter has been installed. Please extend our sincere apologies to the customer for the delay in the installation of the meter.Stan P

April 27, 2015Dear [redacted]:
I have reviewed the customer’s account and confirmed that [redacted] was billed based on actual meter reading data recorded remotely from a smart meter. The kilowatt-hour consumption is accurate and there is no billing error. I have attached a...

billing history comparison statement for the last 24 months for your convenience.On November 26, 2014, Pepco received a pending third party supplier enrollment notification from [redacted] with an effective date of December 12, 2014. On February 4, 2015, a bill was issued for a net amount of $406.21, which included Pepco charges of $129.95 and [redacted] charges of $276.26. On February 19, 2015, Pepco received a supplier drop/cancellation notice from [redacted] with an effective drop date of March 17, 2015. Pepco is the default standard offer service supplier for all usage billed from March 17, 2015 forward.
Deregulation bylaws prohibit Pepco from discussing supplier charges, rates, enrollment practices, etc. Therefore, if the customer has questions or concerns regarding the supplier portion of the bill, such as the refund [redacted] is expecting, she would need to contact her supplier directly.
On February 23, 2015, a 10 month deferred payment plan was initiated on the customer's account and is referenced on the bill issued on March 20, 2015. Please have the customer contact me directly if this payment arrangement needs to be revised.
I hope this information is helpful in resolving all of your concerns. As always we appreciate your business and value you as a customer.
Sincerely,Linda B

[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 very disappointed with Pepco’s delay in effectively responding
to my concerns. Please ensure that Pepco provides me with my approximately
eighty dollar credit before this case is closed.
Regards,
[redacted]

June 20, 2014Dear [redacted]:This letter is to follow up with our discussion today as it relates to the above referenced rebuttal complaint.As stated in the letter dated June , 2014, a copy [redacted]s photo identification, and filed police report substantiating her allegations...

are required. The information must be received no later July 21, 2014; otherwise, collection efforts will resume on the balance ($753.15) of the final bill.Please do not hesitate to contact me directly if you should need further assistance on this complaint.Sincerely,

[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:
From: [redacted] <[redacted]@[redacted].com>Date: Thu, Apr 2, 2015 at 3:26 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Hi - This issue is still unresolved. It is now April 2nd and the meter has yet to be installed. We are requesting a firm timetable for when this installation will occur so we can begin using the solar system. Additionally, we have yet to even hear back from Pepco via a phone call or email of any sort regarding this matter. Thank you,[redacted]

701 Ninth Street, NW Washington, DC 20068January 21, 2016[redacted] Trade Practice Consultant Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Washington, DC [redacted] Complaint No: [redacted]Dear [redacted]:This...

letter serves as a response to your inquiry on behalf our mutual customer, **. [redacted] regarding the interruption of service on December 8, 2015.Upon further review of the account records, we determined on September 26, 2015 an electronic check for $1,000.00 was dishonored (attached), and on October 2, 2015 an electronic check for $583.00 was dishonored (attached). Both were manually paid online using our My Account portal. Consequently, return check fees for $5.00 were assessed to each transaction. As a result of delinquency, the service was interrupted on December 8, 2015 for outstanding charges totaling $1,324.96 (attached). The account was subsequently closed for final charges totaling $1,672.46.On December 23, 2015, the Company accepted a partial payment for $1,230.00 to restore the service. The service was restored the same day, and a new account was established; the new account number is [redacted] (attached). The difference of $442.46 will be applied towards the initial bill, and the customer will be responsible for contacting the Call Center to establish an installment plan after the initial bill is rendered. Please note, the customer will be responsible for registering the new account number with My Account if he wishes to view and pay the bills online.Based on our findings, the Company is not liable for any loss and costs associated with interruptions for non-payment; therefore, the customer's request for reimbursement is denied.I trust this information will assist you in responding to the customer's concerns.Stephanie R[redacted] Enclosures (8)