PPL Corporation

PPL Electric Utilities follow proper notification procedures prior to termination of service.The customer spoke with the company on 4/26/16 regarding the termination of service.The company sent a letter on 4/27/16 regarding the OnTrack program.  A reminder letter was sent on 5/3/16.  The...

company encourages the customer to fill out the OnTrack application and return it to the agency.

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 06/20/17 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.

On 03/17/15 the customer contacted PPL to request final billing as of 03/31/15. On 04/01/15, PPL issued a regular monthly bill for $364.72.  This bill covered the period 02/27/15 to 03/30/15, and was not the customer’s final bill, but the current bill at that time.  This bill was...

paid on 04/07/15. The customer’s final bill, for service from 03/30/15 to 03/31/15, was mailed on 05/21/15.   This bill included $0.83 in new charges, $14.72 to settle out a special agreement that had been on the customer’s account, and $589.17 to settle out the customer’s budget billing plan.   The total of these charges was $604.55. 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 follow-up to this phone conversation. On 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 disputes. The customer started service with us at a new address on 10/14/16.    On 10/24/16 we transferred the unpaid balance of $604.55 to the customer’s new account. On 10/28/16 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.

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

When the customer filed a complaint with the Public Utility Commission, the PUC set up a payment plan for the customer to pay the current bill plus $50 each month beginning March 6, 2015. Each month, after March 2015, the customer was not paying by the due date.  Because the payments were...

received after the due date, a collection letter would generate and was mailed to the customer. Once the payment arrived, even though it was late, the system would automatically reactivate the payment plan set up per the PUC. In April 2016, the payment was on time.  However, the payment was short $50.  This defaulted the payment plan.  The payment plan established in 2015 is no longer an option. When the customer called in April, we asked for the current bill plus $105 by May 7th.  These are the payment plan terms available for the customer’s income level.  This is not a double payment.  This is the payment plan available to the customer. The current balance is $2,660.41.  The current payment plan is to pay the current bill of $228.80 plus $105.00 (total of $333.80) by June 6, 2016.

We apologize for the inconvenience to our customer.   We did have a delay in billing this account.  As of 06/30/17, the problem has been resolved and the customer has billed to 06/29/17, which is the most recent reading date. The total balance at the time the bill was rendered...

was $570.03.   Due to the billing delay, we have agreed to spread the payments out over several months.  The customer has paid $300 of the balance, and the remaining $270.03 will be billed in 4 installments.We hope this resolves the complaint.

I spoke with [redacted] on 12/29/17.I explained that we will credit his account for $65.28 and send a refund to his Washington state address.He is satisfied.Sincerely,Rhonda W[redacted]PPL Electric Utilities

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 $300 a month for electric on a 518 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 2012 and my electric bill was $50 and $75 dollars a month. They advised me I was on a budget, which was a lie.  I have gone up to $96, than 110, than 147, to 275 now within 4 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 518 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 $50 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 $50.  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]

This customer spoke to us on 01/21/17 about the amount of the electric bills.   The customer is on our budget billing plan with a  current budget amount of $153 per month.   The customer began budget billing with the November bill.   Our budget amount reviews every...

three months and may change.  However, at this time the budget amount is the same as it was at enrollment. The actual bill amount for the period ending 01/17/17m was $307.04.  This is in line with history at the property.   The bill is based on an actual meter reading, not an estimate, and therefore is accurate.  This customer has electric heat and the electricity used has increased as the average temperature has dropped, which is the usage pattern we typically see with electric heat.  We would be happy to discuss energy saving tips and usage history with the customer at any time.On 01/27/17 we received agency approval to waive the security deposit of $336.00.   This amount plus $2.02 in interest has been credited back to the customer and the balance is now $103.88.  We have mailed the customer a written report and statement reflecting this credit.

We are having an ongoing discussion with the customer about the $308 payment that was deducted in error.  We have processed a fund to cover both the payment amount and $49 in bank fees.   The refund is being expedited overnight through [redacted].  We hope this resolves the matter...

for our customer.

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 8/9/17 A termination notice was mailed with a termination date of 8/23/17 and a term amount of...

$190.83.     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 8/18/17 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 8/30/17 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 9/1.  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  8/29/17 @ 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 3-5 Business days until received.The payment posted to the account 8/30/2017 and an order was issued to reconnect the service Next business day.  Service was restored 8/31/17 @ 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!!

PPL provided the company position in our response of 08/30/16.

I have reviewed the customers concern.  In reviewing the account details I find the customer called us 7/25/2013 @ 2:55pm to request a disconnect of service.  The customer requested a stop service/stop billing  date of 7/30/2013 and provided a mailing address of  [redacted]...

[redacted] Kennesaw GA [redacted].On 7/30/2013 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 8/22/2013.  Final payment was not received and a final bill collection letter was mailed 8/29/2013.  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 17603 and was effective from 7/1/2011 though 7/30/2013.  The customer made minimal payments to the account.

Good afternoon,We have spoken with this customer several times regarding the customer's concerns about the amounts of the electric bills.   We spoke to the customer by phone on 04/09/15, 11/04/15, 06/13/16, 08/10/16, and 08/11/16 about the electric usage at the property.   In...

addition, we conducted a field investigation on 04/17/15 regarding this issue.  The investigation did not discover any problems.The customer mentions that the use has increased since a meter change.  However, we have not changed the meter at this property since 2002.  The recent usage is in line with prior usage at the property.   The customer's bills are all based on actual readings and not estimates.It is our position that the bills are correct.

This customer's service was terminated on 05/30/17 due to an overdue balance.   We restored power on 06/06/17 based on the medical condition in the home.The current balance on this account is $2,552.00.   We have been attempting to work with this customer on payment arrangements...

since 08/22/16.   At that time, the balance was $844.74.We have provided our best offer to the customer.

From: [redacted] <[redacted].com>Date: Tue, Aug 8, 2017 at 1:50 AMSubject: Re: [redacted]To: "[email protected]" <[email protected]>This is in regards to PPL stated that they only received $290.00. 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 payments. On May 20, 2013, I paid PPL 409.45 confirmation # [redacted], 6/21/2013, $200.00 confirm# [redacted], 7/16/2013, 100.00 confirm# [redacted]. At that time I let PPL know that I would be moving at the end of the month. The 409.45 was for April and May of 2013.Thank You.[redacted]

On 06/07/17 the customer paid $914.00 to stop termination.   Unfortunately this payment was returned unpaid on 06/12/17 which restarted the collection process.  The customer must contact us at [redacted] to discuss options to protect the account from further collection...

activity.

[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. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I Don't think the it is right for ppl to add the $649 additional on my bill after I paid over $1000 in the last 2 months there is no way I owe more then $700 at this present time. If this is not resolved and ppl continues to add more to my bill, I will be contacting my lawyer, I ask that Revdex.com review my previous balance and the amount that I have paid in the last 2 months and see how my balance should not be more then $700.
Regards,
[redacted]

The customer was with a supplier by the name of [redacted].  [redacted] was acquired by [redacted].When an acquisition happens, the supplier that has been acquired sends a letter to the customer notifying that the company has been sold to another supplier.  The letter also informs the...

customer that the contract will be finished out by the new supplier.PPL does not send an additional letter due to the fact that the alternate supplier has already notified the impacted customers.  This is due to avoid customer confusion.PPL currently has a request to change the meter at this location. PPL will offer additional time for the customer to pay the bill in the event the bill increases when the meter is changed.PPL does alert consumers when a supplier enrolls or drops a customer.  The exception is listed above - an acquisition.Sincerely,PPL Electric Utilities