PPL Corporation

Even reading these prior reviews, it's shocking to see how little this company cares about their customers. They even have a scam that starts the moment you call to speak with an agent. A recording (of course) asks you whether you'd like to fill out a survey at the end. I always say yes. And at the end, the agent always says they're transferring me. Then I always get the same recording: "We're sorry. An application error has occurred." Then it just hangs up. This is every time.

I've been with them for years. I'm a single mom with two daughters and one modest income, which is barely survivable as it is. I live in a 135-year-old house that I'm always taping up and spackling and putting plastic on all the windows. I can't afford to replace one window, much less 10. I don't have A/C (I do have one window unit) and I use oil heat. Between January and July, I've given PPL over $7K, which means nearly half of my take home salary every month. And we still have to sit in one room to use an air conditioning unit in the summer and a space heater in the winter. I can't afford to update my home. I will never be able to.

They'll tell you to try all their programs for people like me, and you'll put great effort into applying for them only to be rejected by each. The agent with whom I spoke today, I'll call her Sab, had a nasty tone from the get-go. I knew this would be an important discussion and I wanted to write down anything important she could tell me. I asked her if I could get her name as she didn't tell me when she answered. This clearly offended her, even though I was very polite and not accusatory in any way (we hadn't even started the call.) She curtly said her name and added, "Now tell me YOUR name, because I want to know who I'M talking to." As if I weren't going to tell her my name. It was an unsettling start.

She could tell I was panicked by yet another turn-off notice. Every month I'm paying at least $1000, and they have absolutely no mercy. I have a small home that's as old as dirt. She explained that I couldn't make another payment online (I do this twice a month) because something automatic kicked in when I was late. She gave me insulting advice like, "Ma'am. [crickets] Ma'am. [crickets] Your house is old. You need to update all your appliances and windows. The air is going in and out around your windows." Thanks, Sab. I had no idea, though I've just told you I've spent years using sealants, plastic wrap, foam, rubber piping, etc.

She "let" me pay half today and I have to pay the other half at the end of next week. After that miserable customer service experience, I found this site, because you can't complain to PPL themselves. Of course. Sab knew this and had zero concern I might take that survey at the end, because she knew exactly what that recording would say. But to come onto this site and read the obnoxious, snarky responses from their ... I don't know - 'damage controllers', is a total slap in the face. I can't believe they went through that lady's bill trying to humiliate her publicly. To say PPL Electric is a complete disgrace is being kind.

We closed on our house on Friday afternoon. Lawyer had to come to the hospital since I will be here for at least two more weeks. My wife and kids had to go to the house and all documents were only signed after five. I tried setting up service on their website but kept getting this message: “ Please correct the following before continuing:
We are unable to start service at the address selected using this application. Please call PPL Electric Utilities Customer Service at 1-800-DIAL-PPL (1-800-342-5775).“

I called the number and finally got through to a very rude and unapologetic lady who told That my wife and kids would have to wait until Monday for power. If the website didn’t work, she couldn’t help. Very rude and inefficient service.

I live in northern Dauphin County just outside of Millersburg, PA. Last night (10/7/20), we had another power outage. The outages are happening more and more frequently, like every couple of weeks. There is clearly a problem with PPL's delivery system for our area. I would like PPL to make it a priority to get this fixed. The electric service for this area has become very unreliable.

[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: [redacted] I am rejecting this response because: Because I do not know how you start an electrical service a whole week before I sign papers to own the house, also I couldn't have called and stated to start the service because I didnt have a physical address until I did not have any mail delivered for almost month because the USPS I couldn't have mail delivered to my home for the reason my home was not zoned,so basically ppl will give you an electric acct with no address no deposit just call and say you want service...I HIGHLY DOUBT THAT!!!!!!! Regards, [redacted] ***

I will be happy to assist you in the process of stopping collection activity on an account and restoring service after a meter was blocked for non pay.In this particular account, On 8/9/A termination notice was mailed with a termination date of 8/23/and a term amount of $ This was customer's July payment which was overdue The customer is enrolled in one of PPL's Assistance programs and monthly payments are required to comply with the program and receive full benefit of the program.The customer began calling 8/18/in regards to the notice received and was advised each time payment in full is needed to avoid the termination The customer stated he would not be able to pay until 8/25/17, which would have been after the pending termination date Customer was also advised there is an additional payment due 8/30/for same amount Being on the Assistance program does not allow for extensions Calls were also received from the additional roommate in the home and again was advised of the same information On 8/25/17, service was not yet turned off, the customer called to state payment has been made at a Bill payment Center (BPC) and should be received by 9/ The customer was advised they used an unauthorized BPC and any order to stop termination could not be voided until payment posted to the account The customer's service was turned off 8/29/@ 1:30pm, the payment had not yet posted at this time.After service was turned off, the customer again stated payment was made and was advised payments made at unauthorized BPC's must post to an account before any orders to restore the service would occur Customer was advised of authorized BPC locations for future payments Payment made an authorized BPC's post within the same day.A call was also received from the BPC location and verified payment was made but also stated she is aware payments made to their location will take 3-Business days until received.The payment posted to the account 8/30/and an order was issued to reconnect the service Next business day Service was restored 8/31/@ 10:30am.On 8/29/17, A complaint was filed with the Public Utility Commission (PUC) The customer will receive a response to the complaint from the PUC directly.Thank you!!

[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: [redacted] I am rejecting this response because:The company provided little detail about billing specificsHow did they arrive at the rates that were quoted in comparison to the rates that were actually billed? In addition, I feel as though I should be reimbursed the difference of rate quoted to rate billedAfter all, they made the error - not the consumer Regards, [redacted] ***

The company followed proper notification and termination proceduresThe customer is currently on a payment plan and the service is active

On August 5th, one of our Customer Care Supervisors talked with [redacted] regarding his experience with an associate She apologized for the way his call was handled During her converation with [redacted] , she explained his payment plan He appreciated that she called him back and cared for his concerns On behalf of PPL Electric Utilities, I would like to again offer and apology for the way the call was originally handled We thank [redacted] for bringing this to our attention so we can coach the associate and improve the customer experience At this point, we believe the return call on August 5th handled [redacted] 's concerns If it did not, please contact our office at ###-###-#### Thank you

On 06/07/the customer paid $to stop termination Unfortunately this payment was returned unpaid on 06/12/which restarted the collection process The customer must contact us at [redacted] to discuss options to protect the account from further collection activity

The customer has filed a complaint with the Public Utility Commission on 05/11/ PPL has responded to the complaint and received a response from the PUC The PUC returned a decision on 06/02/for the customer to pay the budget amount of $per month plus $towards the past due balance each month, beginning with the July due date PPL will abide by this decision

[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: [redacted] I am rejecting this response because:PP&L's response to the complaint I submitted against them did not address my actual complaint Instead, PP&L chose to begin their response from an angle that may help them with public perception; essentially PP&L only told half of the account My complaint was about the insufficient time frame they gave me to reinstall a meter at my residence, which was three weeks from the first time I had the meter inspected My meter was inspected on September 25th, 2015, they did not send a PP&L associate to my residence until October 20th, 2015, which left a family to live without electricity for three weeksIt was only after a PP&L associate came to my residence on October 23rd, that I was informed the meter base needed a additional inspection, which was performed that same day Currently, the residence is energized but it should not have taken three weeks to reinstall a meter after the initial inspection was performedWhich was the foundation of my complaint Regards, [redacted]

I do apologize for late response I have been ill and have been at the hospital for on numerous occasion at [redacted] ***'s My issues with PPL have not been resolved I am still paying almost $a month for electric on a square foot home I have contacted PPL and they had advised me it's due to the AC/Heating system being attached First they advised me it was the freezer, which we detached, than washer and dryer we do not have and so on I moved in the end of and my electric bill was $and $dollars a monthThey advised me I was on a budget, which was a lie I have gone up to $96, than 110, than 147, to now within years I have energy saving lights through out the home and solar in the living room I have energy saving electric plugs and my neighbor who home is bigger and has pools pay just about the same to a hundred dollars more My other neighbors without the pool and two to three bedrooms with second floor pay less than I do As to the question has this been resolved no They told me to shut off all the electric in my home to see what was running the most I do not know how and worry, I might mess something up I still can't see how a home square feet can be pulling so much electricity Its one bedroom, small living room with bathroom and kitchen I had someone from PPL do an investigate that PPL payed $dollars to evaluate and he advised me we are paying to much for the space we are in When I asked for a copy of the report and the gentlemen that did the evaluation they advise me they had no record of it But, they had record of an additional charge on bill for $ What does that sound like Please re-investigate this case and if possible contact me via phone, since I have been finding myself going from one medical appointment to another, don't have internet time ###-###-#### Sincerely, [redacted]

Our records indicate our customer has not spoken with us about this matter We invite the customer to call us at ###-###-####.Our records indicate a ten-day shut off notice was issued on 10/11/notifying the customer of a pending termination on 10/25/for an overdue balance of $1004.01A three-day call was made on 10/19/17.On 10/19/17, a payment arrangement was set up through one of our self-service channels to pay $by 10/25/top stop the termination, then the bill + $per month beginning with the 10/26/due date.We did not receive a payment and so the termination continued and service was terminated on 10/31/17.The customer needs to contact us for reconnection terms

PPL Electric Utilities offers repayment terms based on household occupancy and income, as well as monthly shelter expense We do not ask for any other expense amounts The current amount due is $with a due date of 4/22/ The associate was respectful and courteous through the call with the customer

I have reviewed the customers concern In reviewing the account details I find the customer called us 7/25/@ 2:55pm to request a disconnect of service The customer requested a stop service/stop billing date of 7/30/and provided a mailing address of [redacted] ** [redacted] Kennesaw GA ***.On 7/30/we did take a final meter reading to stop this customer from billing The customers final bill was sent to the mailing address provided The final due date was 8/22/ Final payment was not received and a final bill collection letter was mailed 8/29/ The final bill collection letter states if payment is not received the balance can be sent to an Agency for collecting The balance was sent to [redacted] 9/2/2014.The final balance on the account was for usage at the account location of [redacted] Lancaster Pa and was effective from 7/1/though 7/30/ The customer made minimal payments to the account

PPL Electric Utilities follow proper notification procedures prior to termination of service.The customer spoke with the company on 4/26/regarding the termination of service.The company sent a letter on 4/27/regarding the OnTrack program A reminder letter was sent on 5/3/ The company encourages the customer to fill out the OnTrack application and return it to the agency

This customer was previously on our OnTrack program, but was removed 03/14/due to being over the income limit The customer set up a payment agreement with a representative on 06/06/to pay $by 06/23/16, then the current bill plus $per month Her balance at the time was $The customer contacted us on 06/14/with concerns about the bill amounts We agreed to issue an investigation for a field visit We also discussed stopping Budget Billing, but the budget was not stopped at that time On 06/16/16, a Contact Representative visited the customer’s home He went over her daily and hourly use and indicated it seemed there was a problem with the heat pump/ central air unit, which would have led to higher bills The customer indicated satisfaction with the result On 06/20/we received a payment of $ On 07/11/the customer contacted us and was advised we needed a payment of $to reinstate the existing payment arrangement The customer made the payment and we reinstated the agreement to pay the current bill + $per month On 07/12/the customer called to state we had not stopped budget billing as requested At that point, we stopped the budget with the next bill and advised the $the budget is ahead will be credited to the next bill We confirmed $is due 07/21/ The customer indicated she was satisfied with this On 07/15/we reached out to the customer in response to the Revdex.com complaint The customer confirmed that she normally heats with oil but uses her electric heat pump when she has no oil She verified that there was a problem with the heat pump which caused it to run in auxiliary heat, and that she has replaced the heat pump within the last few weeks We explained that the elevated use caused by the heat pump issue was reflected in her budget amount, which is based on the average bill over the last twelve months We verified $is due and gave an extension until 07/29/ We reviewed that we are stopping the budget billing with the next bill and the budget credit of $will be applied to the next bill We confirmed the customer appears to be over income for our OnTrack assistance program We discussed heating and cooling use of the heat pump The customer indicated she was satisfied with this

PPL will flag an account as cash only if we have two items returned for insufficient funds within a year We initially flagged this account as cash only based on that On 06/20/the customer contacted us on our website and we agreed to remove the cash only status The customer can now pay using our automated payment options

From: [redacted] < [redacted] @ [redacted] .com>Date: Tue, Aug 8, at 1:AMSubject: Re: [redacted] To: "[email protected]" This is in regards to PPL stated that they only received $I was able to go over my book that I kept records of payments and I was able to get the dates and confirmation numbers that was given to me at the time I made paymentsOn May 20, 2013, I paid PPL confirmation # [redacted] , 6/21/2013, $confirm# [redacted] , 7/16/2013, confirm# [redacted] At that time I let PPL know that I would be moving at the end of the monthThe was for April and May of 2013.Thank You[redacted]

In review of this customer’s account, we are able to confirm the service was started on 06/20/and was stopped as of 08/30/We confirmed that there was not a security deposit requested on this account at that time the service was startedThe unpaid final account balance has been charged off to a credit agency, [redacted] CorporationThe customer can contact [redacted] at ###-###-#### to address his credit report and any other concerns he may haveThe customer also has the option to contact our governing body, The Pennsylvania Public Utility Commission if he has any further complaints