PPL Corporation

PPL’s position is that the bill is correct as rendered.  If the customer does not agree, he may call our office to review usage and obtain energy saving tips.  If he is not satisfied, he does have a right to file a complaint with the Public Utility Commission.  They can be reached at ###-###-#### or in writing at PUC,  PO Box [redacted], Harrisburg PA [redacted].

PPL Electric Utilities will review the rebate form and follow up with the customer.

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 09/13/16 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 09/13/16 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 power. However, 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.

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

We have reviewed the information sent.   We have contacted the customer by phone to explain our research shows we did not receive this check.  We have reviewed our records again.  The attached file shows the bank of first deposit was [redacted]  PPL Electric Utilities uses a different bank, which indicates we were not the party that received the check.We suggest checking with other companies the customer does business with to see if anyone received the check.  The customer can also continue to pursue the matter with the bank that the check was drawn on.

[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: 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 2010 I did not have any mail delivered for almost 2 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]

[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]
 Complaint: [redacted]
I am rejecting this response because:
1.  Information provided in the response is inaccurate, false, and misleading. Only half of conversations were reported and informationwas changed/ falsified.  Which is illegal. I still have not been contacted by a competent person who can explain charges.  I would like to file a formal complaint.1. 11.15.17 Call was only to turn on service2. 01.02.18.  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 11.15.17 to  12.30.17when lease went into effect. Requested call back from supervisor. Call back not received.3. 01.03.18  called back to discuss overcharged billing of vacant property. Again explained property was purchased on 11/16/17 and was cacant until 12.30.17.  Representative said they could not assist had to 4be transferred to higher dollar representative.  Transferred twice. 3rd 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 associate. Again requested supervisor call back. 4. 02/05/17 to 01/10/18 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 1-800 number. Regards,[redacted]

[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 scheduled visit has not yet occurred, and thus the issue remains unresolved. We do not want to close the investigation prematurely. From my meter, usage information is transmitted back to the pole. From the pole the information is relayed to PPL. It is at the pole that this information is being crossed. Dave is coming to look at my meter.  This may not get to the root of the problem.  My billed electric usage increases dramatically whenever someone moves into the house across the road.  My electric usage has jumped over 100 kwh in the last month alone, and another new family just moved in across the road. We share a pole.The wires are likely mixed up at the pole. Let's see what Dave can do to correct this, before we resolve the case.
Regards,
[redacted]

Our customer did unfortunately have a payment of $213.03 deducted five times on 03/06/17 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 $1065.15 on 03/16/17.On 03/28/17 we called our customer to apologize for the original error and the delay in processing a refund. While we were following our normal 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 $50 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.

We received a fax with a copy of the front and back of the check in question, which was written for $126.37.    The back of the check does not have a PPL bank stamp or endorsement.   We have researched the payment and determined PPL never received this check.  The...

customer can follow up with the customer's bank to determine if the check was cashed, and if so who cashed it.  Because we never received the check, the balance of $126.37 is still outstanding.

In review of this customer’s account, we are able to confirm the service was started on 06/20/02 and was stopped as of 08/30/2014. We confirmed that there was not a security deposit requested on this account at that time the service was started. The unpaid final account balance has been charged...

off to a credit agency, [redacted] Corporation. The customer can contact [redacted] at ###-###-#### to address his credit report and any other concerns he may have. The customer also has the option to contact our governing body, The Pennsylvania Public Utility Commission if he has any further complaints.

W[redacted], Rhonda S12:35 PM (28 minutes ago)to me The customer filed a company with the Public Utility Commission. The company transferred $45.00 from [redacted] to [redacted].

The customer has filed a complaint with the Public Utility Commission on 05/11/17.    PPL has responded to the complaint and received a response from the PUC.   The PUC returned a decision on 06/02/17 for the customer to pay the budget amount of $196 per month plus $20 towards the past due balance each month, beginning with the July 2017 due date.  PPL will abide by this decision.

This customer was previously on our OnTrack program, but was removed 03/14/16 due to being over the income limit.  The customer set up a payment agreement with a representative on 06/06/16 to pay $383 by 06/23/16, then the current bill plus $47 per month.  Her balance at the time was...

$1476.00 The customer contacted us on 06/14/16 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 06/20/16 we received a payment of $336.    On 07/11/16 the customer contacted us and was advised we needed a payment of $47 to reinstate the existing payment arrangement.  The customer made the payment and we reinstated the agreement to pay the current bill + $47 per month.   On 07/12/16 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 $348.97 the budget is ahead will be credited to the next bill.   We confirmed $383 is due 07/21/16.    The customer indicated she was satisfied with this.   On 07/15/16 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 $383 is due and gave an extension until 07/29/16.   We reviewed that we are stopping the budget billing with the next bill and the budget credit of $348.97 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.

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 10/11/17 notifying the customer of a pending termination on 10/25/17 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 $475.00 by 10/25/17 top stop the termination, then the bill + $31 per month beginning with the 10/26/17 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.

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

When [redacted] called to connect service, the PPL Electric Utilities associate reviewed the status of the account and also the requirements which would need to be satisfied prior to the meter being turned on.
When the serviceperson for PPL Electric Utilities went to the location, he found unsafe...

conditions at the property. For the safety of the customer, the meter was removed and the service cut at the weatherhead. Due to the unsafe conditions, the meterbase required repairs and/or replacement which also requires an inspection once work is completed.
PPL Electric Utilities received the inspection card, which prompted a visit to the location to install a meter. Once again, the serviceperson observed unsafe conditions and did not install the meter. Both times, the customer was informed.
The required payment was received on 10/21/15.
A second inspection card was received by PPL.
The service has been energized.

Our customer did have a double payment process on 12/15/16.   We have processed a refund request for $354.70.   This can take 7-10 business days and the refund will arrive by paper check.  Unfortunately we are not able to reverse payments electronically. We 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.

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]