PPL Corporation

The rebate does not specify the conditionIt is not on the website prior to the form on the web site or on the formI have complied with all requirements as stated on the form and the rebate should be honored[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: Regards, [redacted]

We have set up several payment arrangements for this customer On 06/23/15, the customer entered an arrangement to pay $by 07/13/15, then the current bill + $per month The balance at the time was $ This payment arrangement defaulted because the customer only made two payments for the rest of On 03/01/16, the customer agreed to an arrangement on our IVR to pay $by 03/01/16, then current bill + $per monthThe total balance at the time was $ We did not receive any payment Service was terminated for non-payment on 04/27/with a balance of $ At that time, we agreed to accept $to reconnect the service The customer paid this amount on 05/02/and service was restored on 05/03/ The customer agreed to pay current bill + $for months No further payments were received On 06/02/16, we sent a shut-off notice for non-payment with a proposed shut-off date of 06/16/16, for an overdue balance of $1, The customer contacted us on 06/20/16, while the power was still on, and set up a payment arrangement through our automated system to pay $on 06/20/to stop termination We did not receive the payment On 06/21/the customer spoke to a representative to state he would pay the $that day We did not receive payment and the service was terminated 06/22/ On 06/24/the customer contacted our IVR and asked to pay $to restore serviceWe requested full overdue because this was the second time service was terminated for non-payment This amount was negotiated down to $ The customer spoke to us on 06/25/requesting a lower amount The customer spoke to us again on 06/29/and contacted the PUC to dispute the reconnection terms When the customer contacted the PUC, we stopped budget billing to respond to the complaint This caused the budget deferred credit of $to apply to the account and reduced the amount needed for reconnection to $ On 07/08/the customer spoke to us again and we provided the reduced reconnection requirement of $ The customer paid this amount on 07/08/and service was restored that same day The customer has a remaining balance of $367.66, which will be due with the next bill The next bill will be issued around 08/04/and due around 08/24/

I spoke with [redacted] on 12/29/17.I explained that we will credit his account for $and send a refund to his Washington state address.He is satisfied.Sincerely,Rhonda W [redacted] PPL Electric Utilities

PPL issued an order to change the meter at this property because the meter's communication device was no longer communicating with us.When our technician visited the property, we determined that there was no cover on the meter base This is a safety hazard, and on 09/13/we issued an order to cut the service to the customer's home to protect the home from this hazard Our technician did advise the customer of this The meter base is the customer's property, and it is the customer's responsibility to install it, maintain it, and make any necessary repairs.We spoke to the customer several times by phone on 09/13/about this matter.We will restore the power when the repairs have been made and the customer has had an electrical inspection of her service.We understand it is very inconvenient to lose powerHowever, we also need to protect property by cutting the power when there is an electrical hazard This immediate hazard does not allow us to give the customer advanced notice or extra time before cutting the power to the home

I am rejecting PPL's last response because it was just the same response I initially received at the beginning of their disputeI am enclosing a source of receipt from [redacted] that my bank retrieved for me

[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 as Answered] Complaint: [redacted] I am rejecting this response because: Information provided in the response is inaccurate, false, and misleadingOnly half of conversations were reported and informationwas changed/ falsified Which is illegalI still have not been contacted by a competent person who can explain charges I would like to file a formal complaintCall was only to turn on service Spoke with a incompetent customer service rep who was NOT able to explaine charges Representative was trying to state the reason for increase in usage was due to lower tempatures Representative was rude and became agressive when I questioned the validity of their inaccurate response how electric versus natural gas heating use electricity Explained property was vacant from to 12.30.17when lease went into effectRequested call back from supervisorCall back not received called back to discuss overcharged billing of vacant propertyAgain explained property was purchased on 11/16/and was cacant until Representative said they could not assist had to 4be transferred to higher dollar representative Transferred twice3rd representative was having difficult time understanding that property was now tenant occcupied but at the time of the overcharges property was vacant Requested supervisor call back to expalin validity of charges Received a call back from representative who left voicemail stating they were a supervisor but could not leave a direct call back number Tried to get in touch with said supervisor and was told she was not an actual supervisor just a senior customer service associateAgain requested supervisor call back02/05/to 01/10/make several calls requesting supervisor callback or explanation of charges because “report” sent only addresses one floor of property and did NOT provide any detailed information Received one call back from supervisor who left a message stating hey could not give me a call back number to call 1-numberRegards, [redacted]

The interaction between [redacted] and our associate was reviewed PPL Electric Utilities extends an apology to [redacted] A supervisor has reviewed the call with the associate and coached the associate on proper call handling and company expectations Every customer should be treated with respect when conducting business with any of our employees We appreciate [redacted] taking the time to provide feedback on her interaction with us and allowing us to make improvements Once again, we apologize to [redacted] Sincerely, Rhonda W [redacted] , Customer Contact Supervisor

[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. In accordance with the resolution, I request an updated bill be sent to me indicating a zero balance on the account. Regards, [redacted] ***

Our customer did have a double payment process on 12/15/ We have processed a refund request for $ This can take 7-business days and the refund will arrive by paper check Unfortunately we are not able to reverse payments electronicallyWe have left a message with the customer to advise we will be happy to provide a credit to the electric bill to offset bank overdraft fees related to this transaction We would first need to see a copy of something from the bank listing the fees.We hope this resolves our customer's concerns

On 3/11/15, [redacted] contact PPL Electric Utilities regarding her electric consumption One of our associates listened to her concerns and reviewed her usage with her over the phone The customer discontinued the call Our associate provided account information to the customer along with our final position and the customer's Public Utility Commission rights in a letter which was sent on 3/11/

PPL Electric Utilities follow proper notification procedures prior to termination of serviceThe customer spoke with the company on 4/26/regarding the termination of serviceThe 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

Our customer did unfortunately have a payment of $deducted five times on 03/06/as stated in the complaint We have reached out to our technology department to look into the cause of the issue System protections are meant to prevent multiple payments from processing We have also followed up with communications to make the appropriate people aware of the problem to prevent this from happening again We issued a refund of $on 03/16/17.On 03/28/we called our customer to apologize for the original error and the delay in processing a refundWhile we were following our refund process, this was an exceptional circumstance and we could have taken extra steps to attempt to resolve this more quickly We have provided a $credit to our customer for the inconvenience and the time the customer invested in resolving the matter We appreciate that our customer reached out to make us aware of this situation

A new meter was installed at this location The customer is being billed on actual readings

On 3/10/15, the program manager contacted the customer to explain why his rebate was rejected. 'Segoe UI','sans-serif The rebate which the customer applied for was for customers who switch from an electric water heater to a water heater fueled by another source (ie: gas, propane, etc), thus reducing their electricity consumption. The customer replaced an existing gas water heater with another gas water heater, thus having no effect on his electricity consumption. The application is named "Fuel Switching Water Heater Rebate Application Form". Mr. [redacted] checked "no" for the question asking if the existing equipment was electric. During the phone conversation, our company confirmed with him that he did not have an existing electric hot water heater. The application was rejected. The company position has not changed.

On 03/17/the customer contacted PPL to request final billing as of 03/31/On 04/01/15, PPL issued a regular monthly bill for $ This bill covered the period 02/27/to 03/30/15, and was not the customer’s final bill, but the current bill at that time This bill was paid on 04/07/The customer’s final bill, for service from 03/30/to 03/31/15, was mailed on 05/21/ This bill included $in new charges, $to settle out a special agreement that had been on the customer’s account, and $to settle out the customer’s budget billing plan The total of these charges was $On 05/26/15, the customer called and spoke to a PPL representative We explained the breakdown of the final charges The customer was not in agreement with the bill and the call ended before we could determine if the customer understood the explanation We sent a written report with a statement of account as a follto this phone conversationOn 08/21/15, the collection agency contacted us electronically questioning the bill We explained the balance and advised the agency that the customer should contact us with any questions or disputesThe customer started service with us at a new address on 10/14/ On 10/24/we transferred the unpaid balance of $to the customer’s new accountOn 10/28/the customer called questioning the balance and we again reviewed the transferred amount We sent the customer a statement with a letter explaining the customer’s rights with the Public Utility Commission It is our position that the balance is correct and is owed by the customer If the customer would like to make a payment arrangement on the balance, we would be happy to do so

Contacting you as a company that needs to take care of a tree the is way overgrown and the city will not do anything about it, once I read up on the reasons you can complain about. I have tried thru the Harrisburg City workers and they tell me to place a complaint but the Harrisburg City does not allow this issue to be an issue according to the rules of which your allowed to complain about. So, that's why I'm contacting you to see if your able to clean up the Very Over Grown tree that is completely wrapped around the tree along with vines weighing down the power lines that run across the back yards of us consumers. Not sure how people have complained about this but this needs fixed. IS there any way that someone could come out and access the huge problem there is with this very over grown tree and vines wrapped around the power lines. They are very heavy looking because the electrical lines are very weighed down. Literally.

On 1/2/at approximately 3:40pm, *** *** contacted PPL Electric Utilities to establish service in his name at *** *** *** *** ***, Danville, PA, ***
The associate speaking with *** *** verified that he wanted the service connected at this locationDuring the conversation *** ***
indicated that “main house” should be replaced with “farm house”He indicated the bills should be sent to the *** *** **, Danville addressHe was also transferred to another associate to discuss standard offer*** *** agreed to standard offer and called our office on 1/19/after receiving a letter from *** ***
At no time, during any of the recorded calls, did *** *** indicated he did not want service at *** *** *** *** ***, Danville, PA, Therefore, we disagree with *** ***’s statement that he requested the service be shut off
Looking at the usage of the account in question, I can see that no usage was accumulated at this premiseIn the interest of promoting good customer relations, we are willing to negotiate the accumulated balance at this location to zero

The customer contact PPL Electric Utilities on 9/19/An investigation order was issuedOn 9/30/14, the contact rep left a card at the door for the customer to call our officePlease have the customer call our office
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 as Answered]
Complaint: ***
I am rejecting this response because:
PPL claims I contacted their website and they agreed to revoke the cash only status. I notified them via the website but never received a response from them. Additionally, I subsequently called a Customer Service Representative and was told by that person that the "Cash Only" status would have to remain because of two insufficient funds checks within a year's time. Furthermore, their response didn't address the offensive and harassing statement within their notice which stated that submitting any check that was returned for insufficient funds is a criminal offense and that prosecution may be considered. Submitting a check that is returned for insufficient funds is only a criminal matter if, in fact, the person issuing the check intentionally submits it knowing the check will not be honored. Making an error regarding a bank balance does not constitute a criminal charge and therefore the statement within their notice is legally incorrect and borders on extortion
Regards,
*** ***

I have reviewed the account history. The increased balance mentioned was due to a payment of $being returned for insufficient funds. The balance prior to the returned payment was $and when the payment, which was received 2/24/was returned 3/1/the balance
increased to $1675.42. To date the customer has had returned payments on the account.On 7/6/17, A payment agreement was offered and accepted to avoid termination of service. At this time any interruptions of service have been voided and provided the payment agreement agreed to is complied with the customers account would be protected from Collection activity. Budget billing was started 9/15/2014. The Budget billing enrollment was done by the customer through our Online self-service option on 9/15/@ 8:22pm. The Budget is determined by the last months of usage and reviewed every months. On review the budget amount can increase or decrease depending on the average use. Upon a web request the Budget was removed March, 2017.We have received numerous web inquiries from this customer and have always responded to any questions they have had regarding their account, including the information provided today. If at any time the customer does not agree with our responses and information provided he can contact PPL directly at ###-###-#### to discuss the account with a Customer Service Representative or contact the Public utility Commission by calling ###-###-####