PPL Corporation

The customer has filed a complaint with the Public Utility Commission; we will address her concerns in the response to the PUCIf the customer has any questions they can call PPL Electric Utilities at ###-###-####

On 1/27/16, *** *** contacted PPL Electric Utilities to establish service in his name at *** *** *** *** ***, Center Valley, PA, ***During the call, the associated informed *** *** of the obligations and followed up with a letter explaining a security deposit is required and would
be billed to him in installments
On 1/28/16, service was established in the name of *** ***
The outstanding balance from a previous account was transferred to the active accountOn 2/25/16, *** *** called to establish a payment plan*** *** agreed to a payment plan and the company provided him with the phone number for operation help to see if he qualified for assistance
The agreed upon payment plan was to pay $by 3/3/followed by the current bill each month plus $
On 3/14/16, *** *** called for another payment planThe company offer was $due on 3/27/followed by the current bill plus $due on 3/28/
On 4/11/16, *** *** called for a payment planThe company offer was $by 4/20/followed by the current bill plus $due on 4/27/
The current outstanding balance is $2,As of the date of this response, PPL has not received any payments

PPL has provided our final position to this complaint. We again invite the customer to call us to discuss a* ***

On 10/15/our Customer Contact Representative visited the property Upon his arrival, the customer was waiting in a pitruck He did not see her and she did not approach him at the time of arrival He checked her meter base for any foreign wiring He found nothing wrong He also checked the overhead wires to her meter When he turned around, she was there and said that she was video-taping him The customer claims that the house across the highway is stealing electric from her The company employee informed her that it was not possible. PPL’s final position is that we have found no indication of the house across the street stealing electric from the customer. Thank you.rhondaRhonda W*** | Large Power Billing SupervisorCustomer Contact Center | phone: ###-###-#### (*** ***) | ***@pplweb.com***PPL *** *** *** ** ***

We understand the customer concern with not being able to immediately speak with a supervisor. Our associates are trained to handle various situations without the assistance of a supervisor. The associate has been coached regarding the call with Ms***.As of 12/4/17, PPL has
received notification that Ms*** account has been approved and enrolled in the OnTrack program. If the customer has questions regarding the OnTrack program, please direct her to contact ***.We value our customers and appreciate the opportunity to serve them

On August 5th, one of our Customer Care Supervisors talked with *** *** regarding his experience with an associate. She apologized for the way his call was handled. During her converation with *** ***, 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 *** *** 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 *** ***'s concerns. If it did not, please contact our office at ###-###-####
Thank you

The customer's service was effective 7/1/and ended as requested by customer 7/30/2013. As stated in the previous response, the customers billing was stopped on 7/30/2012, (as requested by the customer). The 8/22/date the customer is rejecting is the due date for the final bill. The billing date information can be seen on page of a customer's bill in the billing details section. Again, the account was billed to 7/30/and8/22/is the due date for the final bill In addition, the balance in question is what had accrued while the customer had service at this location. There was one payment received on 9/14/in the amount of $240.00. We do not have record of any additional payments received. If there are additional payments the customer has record of which we do not we ask that the customer provide proof of those payments

[To assist us in bringing this matter to a close, you must
give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Because it is inaccurate I called Ppl on 10/6/and spoke to DaveI am still awaiting resolution.
Regards,
*** ***

The customer contacted us on 06/20/and was given terms to reinstate the payment agreement. $is due by 06/27/

On 5/13/15, a termination notice was sent for the amount of $with a termination date on or after 5/16/
On 5/18/15, the customer utilized the self-service option to set up a payment agreement. The agreement was to pay $by 5/25/followed by the current bill
each month by the due date, plus $towards the back balance
On 5/19/15, the customer was sent a letter with information regarding PPL's assistance program; OnTrack
On 5/20/15, the customer paid $
On 5/20/15, the customer called PPL questioning a phone call she received from the company. The associate advised the customer the payment was received and her payment plan was active for the current bill plus $each month. The next payment was $($current bill + $payment plan) with a due date of 6/4/15. The customer was satisfied
On 5/26/15, a reminder call was made to the customer regarding the OnTrack information
On 6/8/15, the OnTrack office confirmed the customer was over the income level
On 6/9/15, the customer called PPL to determine if she was enrolled in the OnTrack program. The associate explained that she was over the income level and she should be receiving a letter from the OnTrack office
On 6/11/15, a termination notice was sent in the amount of $with a termination date on or after 6/25/
On 6/15/15, the customer utilized the self-service option to indicate there was a medical condition in the home and also agreed to a payment plan of $due on 6/24/followed by the current bill each month plus $
On 6/22/15, a successful termination reminder call was made to the customer
On 6/25/15, a payment of $was received
On 6/29/15, a termination of service order was issued
On 7/1/15, the service was terminated
On 7/1/15, the customer called various times regarding the termination. At 9:44am, *** *** (spouse) paid $to restore service the next business day. When asked if there was a medical condition in the home, he said no. The associate issued an order to have the service restored 7/2/
The company followed proper procedures with the termination of service and is continuing to follow proper procedures regarding restoring service
The payment of $today, brings the balance on this account down to $with a due date of 7/6/

Primarily in this day and age we now have computers and cell phones that connect us to everything without having to cut down trees and send needless waste in the mail. I have been locked out of my PP&L account for roughly eight to nine months had no help from PP&L as they don't even want to connect you to someone on the phone. I didn't receive any urgent mail about a past due balance yet I have an email that is checked daily and have not received mail from PP&L so I get a surprise visit shutting off my power after filling the fridgerator with roughly $200 worth of fresh food. And a 24 hour delay on reinstating my electric. Money is not the issue here, horrible customer service is. Had I received one email about a past due balance, it would have been paid on the spot even though they charge you an exorbitant $4 to use their horrible automated phone system to pay via card. There is no reason for my account to be locked out in my normal payment method and now I'm forced to take a hit of $200 worth of spoiled food. Now that the payment was made I cannot even be connected to a customer service rep to express the above problem. You're forced to use an automated system which hangs up on you as soon as it knows who you are and you cannot bypass it to speak to a representative.

The customer contacted us by phone on 06/20/17 and we reviewed payment options.

On 3/19/15, the customer contacted the company regarding a payment plan.  The associated offered information on OperationHelp and LIHEAP.  The customer was also offered budget billing.  A letter was sent to the customer explaining the payment plan.
 
On 3/20/15, the company...

sent an OnTrack application to the customer via US Mail.
 
The customer made a payment via our automated system in the amount of $500.00 on 3/23/15.  The same day, the customer called and our associate explained that they were being charged 15 cents per KWH from their supplier.  The associate provided the phone number for the supplier so the customer could contact them regarding the rate per KWH.
 
On 4/1/15, a reminder letter was sent regarding applying for LIHEAP.
 
On 4/15/15, a termination letter was sent for the amount of $3,241.11 with a termination date on or after 4/27/15.
 
On 4/22/15, the customer called regarding a payment agreement.  The customer did not agree to the payment plan offered.  All collection activity was suspended for 10 days and rights provided for filing a complaint with the Public Utility Commission.
 
The service was terminated on 5/12/15.  The customer called for reconnection terms.  The associate negotiated a payment of $1,620.56 towards the past due balance to reconnect service, with the remaining balance of $3,151.91 due with the next bill generated.
 
The customer paid $1,620.56 on 5/12/15.  Service was restored on 5/13/15.
 
On 6/1/15, the customer paid $500.00.
 
On 6/18/15, the customer paid $500.00.
 
On 6/29/15, a termination letter was sent for the amount of $2,707.91 with a termination date on or after 7/13/15.
 
Service was terminated on 7/15/15.  The customer called for reconnection terms. The associate negotiated a payment of $1,624.75 towards the past due balance to reconnect service, with the remaining balance of $1,643.03 due with the next bill generated.
 
The customer paid $1,624.75 on 7/15/15.
 
Service was restored 7/16/15.
 
On 7/16/15, the customer called to question the amount of the bills being $500.00 each month.  The associate explained budget billing.
 
The current balance is $1,673.03.  The next bill will be generated tomorrow.

Case# [redacted] – [redacted] – Account #’s [redacted] (1fl), [redacted] (2nd Flr), and        [redacted] (3rd Flr)   [redacted]APT 1** SCRANTON PA [redacted]: 11/15/17 – Customer called to start service effective 11/17/17. 1/2/18 –...

Customer called and the representative reviewed the bill history. Explained usage was in line. A utility report was generated and mailed on 1/4/18, with customer rights for a dispute. Before the call ended unexpectedly, the customer requested a supervisor, a callback request was issued.   1/2/18 – Customer called thinking meter is being read wrong. During this call, it is noted the tenant has not called regarding this account, and information was provided to have the tenant call with meter number. 1/2/18 – Customer disconnected service effective 1/3/18, and we issued a check occupant Letter because the customer stated the property was vacant, and then mentioned a tenant.  Final bill issued to customer for $640.52, based on actual meter readings for service dates 11/17/17-1/3/18. 1/3/18 – Tenant called to connect services effective 1/4/18. 1/10/18 – The customer, [redacted], has filed a PUC complaint BCS Case # [redacted]. Customer has made no payments on the account.   [redacted]APT *FL SCRANTON PA [redacted]: 11/15/17 – Customer called to start service effective 11/17/17. 1/2/18 – Customer called to disconnect service eff 1/3/18. Customer also expressed concerns the meter is being read wrong.  Final bill issued to customer $ 275.74, based on actual meter readings  for service dates 11/17/17-1/3/18. 1/10/18 – Customer has filed a PUC complaint BCS Case # [redacted] Customer has made no payments on the account.   [redacted]APT *FL SCRANTON PA [redacted] 11/15/17 – Customer called to start service 11/17/17 1/4/18 – Customer called to request a supervisor, a callback was issued. 1/5/18 – Tenant called to connect service effective 1/6/18. This automatically issued an “Are you moving letter” to the owner, [redacted].  When the tenant called to connect, the owner, [redacted], was issued a final bill $73.38 based on actual meter readings for service dates 11/17/17-1/6/18. Customer has made no payments on the account. Tell us why here...

On 5/13/15, a termination notice was sent for the amount of $468.61 with a termination date on or after 5/16/15.
On 5/18/15, the customer utilized the self-service option to set up a payment agreement.  The agreement was to pay $78.00 by 5/25/15 followed by the current bill each...

month by the due date, plus $15.00 towards the back balance.
On 5/19/15, the customer was sent a letter with information regarding PPL's assistance program; OnTrack.
On 5/20/15, the customer paid $78.00.
On 5/20/15, the customer called PPL questioning a phone call she received from the company.  The associate advised the customer the payment was received and her payment plan was active for the current bill plus $15.00 each month.  The next payment was $178.00 ($159.00 current bill + $15.00 payment plan) with a due date of 6/4/15.  The customer was satisfied.
On  5/26/15, a reminder call was made to the customer regarding the OnTrack information.
On 6/8/15, the OnTrack office confirmed the customer was over the income level.
On 6/9/15, the customer called PPL to determine if she was enrolled in the OnTrack program.  The associate explained that she was over the income level and she should be receiving a letter from the OnTrack office.
On 6/11/15, a termination notice was sent in the amount of $454.06 with a termination date on or after 6/25/15.
On 6/15/15, the customer utilized the self-service option to indicate there was a medical condition in the home and also agreed to a payment plan of $178.00 due on 6/24/15 followed by the current bill each month plus $15.00.
On 6/22/15, a successful termination reminder call was made to the customer.
On 6/25/15, a payment of $100.00 was received.
On 6/29/15, a termination of service order was issued.
On 7/1/15, the service was terminated.
On 7/1/15, the customer called various times regarding the termination.  At 9:44am, [redacted] (spouse) paid $354.06 to restore service the next business day.  When asked if there was a medical condition in the home, he said no.  The associate issued an order to have the service restored 7/2/15.
The company followed proper procedures with the termination of service and is continuing to follow proper procedures regarding restoring service.
The payment of $354.06 today, brings the balance on this account down to $164.68 with a due date of 7/6/15.

Good Morning,Our apologies regarding the misunderstanding of a payment authorization which was initiated 11/6/2017.  A payment was processed as a self-service payment through our Automated system on 11/6/2017 @ 11:06am.  The payment amount was $90.00 and the confirmation#...

[redacted].   We received notification on 11/9/2017 this payment was returned by your Bank due to insufficient funds.    A payment returned for insufficient funds can be re-presented to your Bank to collect on the payment, which is what occurred.  This authorized payment of $90.00 was returned a second time on 11/21/2017.  Although the payment was presented a second time, PPL never received payment, therefore there is no payment to refund to the customer.  However, as a courtesy due to the misunderstanding,  a returned check fee in the amount of $20.00 was credited to the customer's account.  We hope this explains the customers  inquiry and satisfies their concern.

This customer opened the electric account effective 02/11/15 and made no payments at all through the end of 2015.On 04/04/16, the customer entered an agreement on our [redacted] to pay $129 by 04/13/16, then the current bill plus $38 per month starting with the next bill.  The total balance at...

the time was $1007.84The customer paid $135 which posted on 04/11/16. This was the first payment since the account was opened.  We then received a payment of $110 on 05/03/16, which was the amount required to keep the payment agreement active.The customer then had a payment of $110 due on 06/09/16.   We did not receive this payment and the payment agreement defaulted.   We sent a notice on 06/16/16 advising the customer we had scheduled a shut-off for non-payment on 06/30/16.We spoke to the customer on 06/20/16 and the customer did not agree to our terms for payment agreement of $107 by 06/27/16, then current bill plus $35 per month.    We received a payment of $118 on 07/05/16, but that payment was returned for insufficient funds on 07/08/16.On 07/08/16 we sent another shut-off notice with a termination date of 07/21/16.   We spoke to the customer on 07/13/16 and the customer did not agree to our terms of $225 by 07/20/16, then current bill plus $35 starting with the next bill.   The amount we requested was the $107 we had requested from the last payment agreement, plus the 06/21/16 bill for $83.77 plus the $35 payment agreement installment amount.  We received a medical certification on 07/19/16, which stopped the termination.   We received a $200 payment on 08/04/16.  That left $25 due for the initial payment, and then the customer had another $152 due 08/10/16.The customer contacted us again on 08/23/16 and could not agree to our payment arrangement terms of $177 by 08/29/16, then the current bill plus $35 per month.  This means in addition to the $177, the customer has another $132 due 09/07/16. The customer stated there is a medical condition in the home but has exceeded the number of allowed medical certifications on the account. As of 08/31/16, the total balance is $1004.21.   We have sent the customer applications for our [redacted] program on 04/05/16, 06/21/16, and 08/24/16.

[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 as Answered] I felt like I didn't have a choice. It was made my mind  up for me. I wish the ppl give my money back. Thank for all you help
 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 $216 by 07/13/15, then the current bill + $100 per month.   The balance at the time was $381.81.  This payment arrangement defaulted because the customer only...

made two payments for the rest of 2015.  On 03/01/16, the customer agreed to an arrangement on our IVR to pay $216 by 03/01/16, then current bill + $100 per month. The total balance at the time was $760.44.   We did not receive any payment.   Service was terminated for non-payment on 04/27/16 with a balance of $999.08.   At that time, we agreed to accept $83 to reconnect the service.  The customer paid this amount on 05/02/16 and service was restored on 05/03/16.  The customer agreed to pay current bill + $83 for 11 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 $1,066.08.   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 $233 on 06/20/16 to stop termination.   We did not receive the payment.  On 06/21/16 the customer spoke to a representative to state he would pay the $233 that day.   We did not receive payment and the service was terminated 06/22/16.   On 06/24/16 the customer contacted our IVR and asked to pay $1066.08 to restore service. We requested full overdue because this was the second time service was terminated for non-payment.  This amount was negotiated down to $959.47.   The customer spoke to us on 06/25/16 requesting a lower amount.  The customer spoke to us again on 06/29/16 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 $88.70 to apply to the account and reduced the amount needed for reconnection to $870.77.   On 07/08/16 the customer spoke to us again and we provided the reduced reconnection requirement of $870.77.   The customer paid this amount on 07/08/16 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 08/04/16 and due around 08/24/16.

[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:The company provided little detail about billing specifics. How 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 billed. After all, they made the error - not the consumer.
Regards,
[redacted]