The Tufnut Works

October 12, [redacted] Trade Practice Consultant K Street, NW, 10th Floor Washington, DC 20005-3404Re: [redacted] Revdex.com Complaint # [redacted] Dear [redacted] :This letter is in response to your inquiry on behalf of [redacted] I have completed my review of [redacted] ’s account and would like to provide the following information.On December 12, 2014, a final bill was rendered on [redacted] ’s former account at [redacted] Washington, DC [redacted] for $(attached)The final bill was sent to the customer’s new address [redacted] Hyattsville, MD [redacted] as indicated on billOn March 12, 2015, we received a payment of $towards the final bill account which left a remaining balance of $Since there were no additional payments made thereafter, the account was sent to a third party collector for the remaining balance on June 25, 2015.As it relates to the customer’s inquiry regarding transferring the unpaid balance to the new address, according to the District of Columbia’s Consumer Bill of Rights, section (attached), “An unpaid balance may be transferred from a Customer’s former residential Account in the District of Columbia to the Customer’s next residential Account in the District of Columbia.” Therefore, we were unable to transfer [redacted] ’s unpaid balance from her old address in Washington, DC to her new address in Maryland.Further, we conclude that [redacted] was fully aware of the final bill balance due since the bill was forwarded to her new address and received sufficient time to pay itRegretfully, we are unable to recall the unpaid balance from third party collectionsIn addition, we are unable to provide the customer with a credit.Thank you for allowing me the opportunity to respondIf you have any questions, please contact me.Sincerely,Shannah F

September 9, [redacted] The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: [redacted] Upper Marlboro, Maryland [redacted] Account # [redacted] ***Dear [redacted] :This is in response to complaint # [redacted] regarding [redacted] ' customer service concerns for the above referenced accountWe appreciate the consumer's feedback and for bringing her concerns to our attention.Quality customer service is an integral part of our Commitment to our CustomersOur goal is to ensure that customers who contact us are helped in a courteous and professional mannerWe regret to hear that this was not the case as described by [redacted] We have shared the consumer's feedback with our management team, which will aid in making customer service improvementsGoing forward, I trust that any future contacts with Pepco will afford [redacted] the level of customer service that [redacted] expects and deserve.We work with all of our customers who may experience financial challenges that make it difficult to keep their accounts currentThese customers are offered the option to make payment arrangements aimed at bringing the account current over a period of timeHowever, these arrangements are made within company established guidelines and must be maintained to prevent removal from the arrangement and potential disconnection of service.On September 2, 2016, a payment of $was accepted on the electric account, and a new installment plan was set up for the remaining balance of $993.05, which is payable in monthly installments of $164.83, in addition to monthly current bills by the due date.Due to the timing of the payment and invoicing of the new bill, the payment of $on September 2, 2016, which was being processed, did not reflect on the September invoice (attached); therefore, the amount of the new current charges of $(not $863.21) is due by September 23, 2016, and the monthly installments plus current charges will begin with the customer's next billing statement.Additionally, Customers may register for My ACCount by accessing our website at www.pepco.comMy Account offers Customers the convenience of viewing bills on-line, making payments, and managing energy use.appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve [redacted] 's concernsIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H

[redacted] This email serves to respond to your inquiry regarding a request by the above referenced customer to have his wife’s name placed on the account I have reviewed this matter and offer the following informationReview of our records reflects that the account was established in the customer’s name affective May 15, Unfortunately, when the request was processed to have his wife’s name [redacted] placed on the account as well, it did not go through However, when the customer contacted our office again on August 7, 2017, a request was processed to add the name of [redacted] to the account The latest bill was mailed on August 2, 2017; therefore, her name will appear on the next bill scheduled to be billed on September 1, Please extend our sincere apology to the customer for any frustration or inconvenience this matter may have caused

[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: I asked for the bills from the date of service until the end of service Regards, [redacted]

September 25, 2015Dear [redacted] .This letter serves as a response to your inquiries received on September 10, and September 23, on behalf of our mutual customer, [redacted] and his request for banking information.Upon further review of the payment records, we determined since March 2010, the bills were paid online using our My Account portal; the last four digits of the [redacted] bank account are The following electronic check payments were dishonored: $on August 10, 2015, and $on September 9, 2015; a $return fee was assessed to each transaction, and checking privileges were subsequently revoked.The customer's request to waive return fees totaling $was honored and checking privileges has been reinstatedOn September 17, the account was enrolled into our Direct Debit program, which allows the customer to pay the bill automaticallyTo avoid overpayment and confusion, the customer is encouraged to log into My Account and remove the aforementioned banking informationLogin assistance is available by calling Customer Service at ###-###-####.Regretfully it was necessary for the customer to contact us more than once to get the assistance needed.I trust this information will assist you in responding to the customer's concerns.Sincerely,Stephanie R

April 18, 2016Mr [redacted] Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] ***Pepco Account No [redacted] Revdex.com Complaint No: [redacted] Dear Mr [redacted] :This letter serves as a response to your inquiry received on behalf of our mutual customer, Mr [redacted] ***An investigation into the budget billing history was conducted and I offer you the following.In March 2015, the account was enrolled with Pepco's Budget Billing program, which is a month equal installment plan derived from the accounts historical usageThe average monthly payment amount was $55.00, and February was the settlement monthThe program year ended with a settlement balance of $1,140.07, payable by March 17, 2016.Upon further review of the billing records, we determined throughout the program year, the average payment amount should have been adjusted in the form of an increase to offset the accrued arrearagesAn increase in the monthly payment would have reduced the Budget difference each month, which would have decreased the February settlement balanceRegretfully, an adjustment to the monthly average payment did not occur.Based on our findings, the Budget Bill program year ended with a large settlement balance that is payable until paid in fullCurrently, the account balance due is $1,302.56, and payable by April 15, To afford the customer an opportunity to settle the balance, an extensive payment arrangement up to months is available upon requestOur Call Center is available to accommodate the request and can be reached at ###-###-####.We apologize for the inconvenience this matter causedI trust this information will assist you in responding to the customer's concerns.Sincerely, Stephanie R

[redacted] is not the customer on recordDue to confidentiality practices, Pepco cannot disclose account information regarding the referenced addressAccount information may only be disclosed the account holder

Date: Thu, Feb 18, at 11:AMSubject: RE: Revdex.com Complaint # [redacted] - [redacted] ***, Cheltenham, Maryland [redacted] / C/A [redacted] To: [email protected] [redacted] , I spoke with [redacted] today and cancelled her participation in the budget billing program and established a month installment plan at her request I advised that I would share her comments about her recent customer service experience and she stated that Pepco needs to have more compassion and flexibility instead of just following guidelines for customers who are trying to pay their bill The customer was satisfied at the end of the callThanks, Linda *B| Special Investigations Representative

Re: [redacted] * [redacted] Revdex.com H [redacted] Avenue Beltsville, Maryland 20705Dear Mr [redacted] :This letter serves to respond to the customer's complaint inquiry regarding the assessment of late charges a security depositI appreciate the opportunity to provide the following information.A bill is overdue if not paid in full within days after the bill is renderedAs per the Code of Maryland Regulations 2030.03.01, a late charge may be assessed anytime a bill is not paid in full by the due dateLate charges have been assessed on Ms [redacted] 's account because in each of the months the late charge was assessed the bill was not paid in full by the due date.Regarding the assessment of the deposit, per the Code of Maryland Regulations 20.30.02.03, Pepco can request a deposit when a customer fails to pay a bill when it becomes due on more than two occasions in the preceding monthsThe amount of a deposit requested will be no more than two twelfths of the estimated annual service for the next twelve months.On March 26, 2016, a deposit of Swas assessed on Ms [redacted] 's electric account when the customer failed to pay a bill when it became due on more than two occasions during the last monthsPrior to the assessment of the deposit, the customer also received two final day notices of service termination when the account reflected a past due balanceBased on my review, the deposit was assessed in accordance with the Code of Maryland Regulation 2030.02.03.On a customer relations basis, the Company has opted to release the paid deposit of $plus interest of Son the condition that the bills will be paid when dueThis release of this deposit plus interest will be reflected on the next invoice issued on December 15, 2016, and will applied to the account receivable balanceAny remaining credit balance will be applied to future invoices until the credit balance is exhaustedTo avoid a future deposit assessment, the bill must be paid each month by the due dateIf the customer is unable to pay the bill in full they must contact us prior to the bill due date to establish a payment arrangement.I hope this information is helpful in responding to the concerns of the customer.Sincerely,Linda B

September 8, 2015Dear [redacted] :Thank you for the opportunity to respond to [redacted] s concerns regarding her billing charges and request to change her account effective date from November 3, to February 1, I have attached a billing history to assist in clarifying the following information.Effective November 3, 2014, an account was established in the name of [redacted] at the above referenced address based on an online request from [redacted] On May 3, 2015, [redacted] contacted Pepco to dispute the effective date of responsibility, stating that she did not become the responsible party until February 1, As a result of this contact, a letter was sent to [redacted] requesting occupancy documentation (lease, deed, settlement documents, etc.)The requested documentation was never received; therefore, the dispute was closedHowever, if [redacted] would like to provide me with the documentation I will review her request to change the occupancy date.I apologize that [redacted] s bills were delayedIn January 2015, Pepco transitioned to a new customer information and billing systemAlthough extensive time and effort was dedicated to ensuring every aspect of our billing system conversion was as seamless as possible, it is not unusual for some unforeseen issues to occur during the stabilization phaseUnfortunately, the conversion resulted in a delay in rendering bills for [redacted] s account and as a result, multiple bills were issued almost simultaneouslyAn 18-month installment plan was established for [redacted] and as a courtesy I have removed late fees in the amount of $41.10.I appreciate the opportunity to respond to our mutual customer's concernsPlease have [redacted] contact me if she has any questions or concerns regarding this information.Sincerely,Linda B

[redacted] , NW Washington, DC 20068April 28, 2016Mr [redacted] Trade Practice Consultant K Street, NW, 10th Floor Washington, DC 20005-3404Re: [redacted] * [redacted] Revdex.com Complaint #11383325Dear Mr [redacted] :This letter is in response to your inquiry on behalf of Ms [redacted] * [redacted] I have completed my review of Ms [redacted] ’s account and would like to provide the following information.A final/termination notice was sent to the customer in July, August, and September as a result of late/missing payments on the accountTherefore, a security deposit of $was requested in September 2015.As stipulated in The General Terms and Conditions for Furnishing Electric Service in Maryland (GTCMD), page 17, section (attached), for residential customers who have not paid a deposit, a deposit may be requested if the Customer fails to pay a bill after a reasonable time has elapsed from the receipt of a termination notice which has arisen because of non-payment of the billFurthermore, the Company has the discretion of applying the customer’s payment to the required security deposit.To date, the customer has paid a total of $of the $original requested security depositHowever, as a one-time courtesy, we have opted to waive the unpaid portion of $and refund the paid portion of $back to the customer’s accountAfter applying refund to account, the customer currently has a balance of $due May 9, 2016.It is the Company’s recommendation that the customer make every effort to pay her bills in its entirety by the due date, to prevent any further security deposits from being assessed on the account.Sincerely,Shannah F

Spoke with [redacted] he stated that the complaint is resolved

September 21, 2015Dear [redacted] :This letter serves to respond to the inquiry regarding the security deposit of $ requested by Pepco for the above referenced customer, I have reviewed the manner in which the account was billed and offer the following information.Review of the account reflects the customer contacted our office on September 11, and requested that the deposit be waivedAfter reviewing the customer's previous payment history, the deposit request was waived, I trust this information will assist you in responding to the customer's concerns.Sincerely.Stan P

[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 the resolution is reasonable and under the protected consumer rights and advocacy laws I agree to the the terms afforded by the company for an installment planOn the other hand, under this same clause I expect Pepco, Incto conduct an inspection of the telectrical meter for [redacted] ***, Washington, D.C., [redacted] effective immediately This unit is a studio apartment that should not generate a significantly increasing consumer usage bill Regards, [redacted]

[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]

[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:Pertaining to my original complaint this is about [redacted] double charging our company for Electric usageAnd also stating we received a renew contract that I did NOT receivedThey're argument that they are certain we received it is appallingIf they KNOW we received it they I would like a return receipt providing proof I or any one else received this renewal noticeAs I am new to the position I did not know of ANY renewalAnd with going over the bills since August 2015, we wanted to leave ***The Lack of "customer Service" from the company has dragged this out PAST what would have been our renewal of our contract, since no one ever called me back that was able to assist in the problem stated each phone call, I believe as right to the customer, and with no knowledge, lack of customer service answers, phone calls and contact at all, we have the right to leave contract at no faultAnd no early termination fees.IF [redacted] pre purchased the kwh for our company to use, why is pepco charging us ALSO? Why can NO [redacted] energy customer service rep answer ANY of my questions in a TIMELY manner?They would call me back with answers to questions I never asked and they Advise me someone else would have to call me backWhich took days to weeks.We request that the contract be terminated at no cost to [redacted] and [redacted] due to the reasons listed above Regards, [redacted]

[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:Pepco responded by saying that that I have no substantiated a need for further review, nor have I provided any new additional documents to support my dispute Pepco has all the supporting documentation on their end about how these errors were committedThey take no ownership of their poor customer service, or their poor processing of customer requestsPlease see below:Pepco transferred my services to my new apartment and set me up with paperless billingI had paperless billing on my old accountThey did not transfer my email address with the paperless billing optionThey supposedly sent me bills for a few monthsI want them to prove that they sent me ebillsPepco stated in earlier correspondence that they sent me a mailing with my new account numberThat mailing was sent before my service was transferredTO AN ADDRESS I DID NOT LIVE IN AT THE TIMECheck the dates for when service was requested and the date of that mailingI want an apology from Pepco about charging me late fees when they are at fault for their customer not receiving bills Regards, [redacted] ***

The following response was provided to the Maryland Public Service Commission: [redacted] contacted the Maryland Public Service commission with concerns that his final bill for service ending June 2, at the above listed address was incorrectOn September 13, a new party called requesting to assume responsibility for billing at the above listed address effective September 3, While processing the request to back-date the start date for the new occupant, [redacted] ***’s bills were erroneously reversedWhen the representative re-invoiced [redacted] ***’s charges, a $ [redacted] Merger Credit originally invoiced on the April statement and a $Peak Energy Savings Credit originally invoiced on the July statement failed to be reappliedAs of September 30, the credits have been successfully reapplied to [redacted] ***’s account and the account balance now accurately reflects $dueI called [redacted] on September 29, and left a message providing an explanation and an apology as well as my phone number if he had further questionsWe again apologize for any and all inconvenience this mishap has caused

November 11, 2015Dear [redacted] :This letter serves to respond to the ongoing concerns regarding the request for a Security Deposit for the above referenced customerI regret that our previous response did not satisfactorily resolve the customers" concernsAny deposit the customer may have paid previously was for another address, and it was either used to pay the final bill at that address, or refunded to herShe has not paid a deposit at her current address.As she stated in her response, the previous bill was paid in full: however, the payment included the $deposit payment, and as previously stated, deposits with accrued interest are refunded automatically upon demonstration of a good payment record over a twelve month period.Sincerely.Stan P

[redacted] Washington, DC ***March 8, [redacted] Trade Practice ConsultantK Street, NW, 10" FloorWashington, DC 20005-3404RE: [redacted] Revdex.com Complaint - [redacted] ***Dear [redacted] :The following is being provided to respond to the additional questions received from [redacted] I appreciate the opportunity to provide the following information.In response to the customers question about the type of meter reading used to bill her account, records show a smart meter was installed at the service address on May 30, The smart meter communicates meter readings remotely used for billing and has therefore eliminated the need for a meter reader to visit the property to obtain a monthly readingI have confirmed that actual meter reading data has been used to bill the electric account for [redacted] since her occupancy date.In response to ongoing billing concerns, a voice mail message was left for [redacted] on February 16, 2017, to advise that a meter test was scheduled for February 21, On February 21, 2017, the electric meter was tested and found to be recording with an overall accuracy of 100.0%The meter technician also noted the meter reading of during the test as per the company processThis meter reading was in line with the remote reading of used to invoice the account on January 25, [redacted] is not in a position to prove or disprove what internal factors may have contributed to the higher than anticipated electric consumptionOur customers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their meter from one actual meter reading to the nextPrimarily, the major energy users in the home such as the heating/air conditioning, electric hot water heater, refrigerator, dryer and lighting all contribute to the overall electric billHeat pumps do require more energy to heat the home and therefore results in more consumption and higher bills.As previously stated, a [redacted] Energy Engineer performed a field visit with the customer to help her understand why the bill was so highWe suggested that the thermostat to be set at degrees in the winter for maximum energy efficiencyWe do not recommend that a customer turn off their heating systemIn addition, we recommended that the customer have her heat pump check for proper functionThe customer has acknowledged that all appliances have been checked by her property maintenance and reported to be operating properly[redacted] March 8, Page 2In response to the customer's request for information on Maryland’s Energy Choice, a list of licensed third party energy suppliers can be found on the Maryland Public Service Commission websiteIn response to the customers concerns of [redacted] charging high winter rates, our rates are regulated by the Maryland Public Service CommissionI have confirmed that we are billing the account using the Maryland Residential R rate scheduleAs per the Maryland R rate schedule, summer rates are in effective from June - October and winter rates that are in effect from November - MayIn response to the customer's statement about being charged an emergency heat rate, we have no way to identify when customer's heat pump is operating in auxiliary heat mode or emergency heat modeIn addition, we do not offer a different billing rate for Maryland residential customers who heat their homes with electricity.In response to the [redacted] Reward program inquiry, the customer's account is enrolled in the 50% cycling optionThe customer received a one-time enrollment bill credit of $on March 30, Per the terms of participation in the program the customer has received $bill credit each month with invoices issued during June 2015- October and during June 2016- October The customer can opt out or change the level of participation to receive more bill credits by contacting ###-###-####.The invoice issued on February 23, 2017, reflects a credit adjustment of $128.5lThis credit represents the courtesy cancellation of all late fees previously assessed from May - January In addition, the paid security deposit of $plus interest of $was also released as a courtesy, and applied to the customer's account balanceThe customer can contact Customer Service at ###-###-#### for payment arrangements, if unable to pay the total amount due by March 16, 2017.Based on my review the customer's electric account has been billed accurately based using actual meter reading data using the correct billing rate.I trust this additional information will address the customers concerns.Sincerely,