The Tufnut Works

This letter serves as a final response to Ms. [redacted]' follow-up inquiry. Thank you for your extended patience while we continuously worked to resolve the billing issues brought forth by the customer.We are pleased to report on July 9, 2015, a bill for remaining dates of service from April 2, 2015 to July 1, 2015 was released in the mail (attached). Today, I left the customer a message requesting a return call tofurther discuss.Once more, we appreciate the patience and additional time allotted to make the necessary corrections towards the electric account. Please do not hesitate to contact me with any additional concerns.Sincerely,Stephanie R[redacted]

September 22, 2015Dear [redacted]:This is in response to your inquiry on behalf of [redacted] regarding the delay in receiving her initial bill and fees that were added to her account.Pepco recently transitioned to a new customer information and billing system. Although 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 phase. Unfortunately, the conversion resulted in a delay with rendering this customer's billing.In a gesture of good customer service we have reversed late payment charges of $13.74, a return payment charge of $5.00 and the deposit request of $95.00. In addition, we have initiated a 13 month payment arrangement to address the balance of $433.32. Beginning with the next invoice a payment arrangement installment amount of $33.00 will be included with the current monthly charges. Details of this payment arrangement can be found on page two of the customer's next invoice.We sincerely apologize for any inconvenience and appreciate the customer's patience while we worked on getting this resolved. If you have any questions regarding this information, you may contact me at the telephone number listed above.Sincerely,Linda B

March 15, 2016Mr. [redacted] The Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404RE: [redacted], NE Washington, DC [redacted] Account: [redacted]Dear [redacted]This is a follow-up response to complaint # [redacted] regarding [redacted]'s billing concerns for the above referenced account. I regret the consumer was not satisfied with my response and would like to provide the following additional information.Our records indicate that [redacted] contacted Pepco in January 2015 to close a relative's account and instructed Pepco to mail the final bill to her address. We believe this resulted in the error in which [redacted]'s account was closed and disconnected. The electric service was reconnected the following day. Subsequently, a processing issue prevented the account from billing. On January 29, 2016, the customer's account records were reinstated and billing resumed, which resulted in a multimonth billing with a balance of $884.71 due February 19, 2016.Attached is a billing history from December 15, 2014, to February 19, 2016, to assist you in reviewing the customer's billing and usage data. As you can see, all of the bills are based on actual metered data, which has been confirmed in our meter data management system. The bills are a reflection of the customer's usage as registered on the meter.As of the February 2016 bill (attached), account balance totals $936.94, which includes previous bill balance of $884.71, and current charges of $52.23 that was due March 14, 2016.We sincerely apologize for the error which resulted in the disconnection as well as for the lengthy delay in resumption of the billing. We have applied a customer service credit to [redacted]'s account in the amount of $100.00. Additionally, we are able to offer a flexible payment plan on her bill balance at [redacted]'s request.We sincerely apologize for any inconvenience this matter may have caused [redacted] and appreciate her patience and understanding.Sincerely,Harvey H

Dear [redacted]:This is in response to the inquiry on behalf of [redacted] regarding water entering her home in the basement after an electrical heavy up was completed during September 2015.On September 29, 2016, Pepco field technicians visited the property and replaced the duct seal on the...

line side with a water tight connector. The customer can contact me directly if she has any further concerns regarding this matter.We take our customer Service goals very seriously and We Want to apologize that the customer had to contact us more than one to seek resolution to her inquiry. A copy of the customer's complaint will beforwarded to our Quality Team and used for further coaching and training purposes.I hope this information is helpful in responding to the customer's concernsSincerely,Linda B

July 26, 2016[redacted] The Revdex.com 1411 K St. NW, 10" Floor Washington, DC 20005-3404RE: [redacted] Forestville, Maryland [redacted] Account #[redacted]Dear [redacted]:This is a follow-up response to complaint #[redacted], regarding [redacted]'s billing concerns for the above referenced account. Attached are copies of the customer's bills from March 2014, to March 2016, which have been mailed to the customer's forwarding address at [redacted], Lanham, Maryland [redacted].If you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H

November 20, 2015[redacted] The Revdex.com 1411 K St NW, 10" Floor Washington, DC 20005-3404RE: [redacted] District Heights, Maryland [redacted]Dear [redacted]:This is in response to complaint #[redacted], regarding [redacted]'s billing concerns for the above...

referenced account. We appreciate the consumer for bringing her concerns to our attention.Deposits are requested of customers establishing credit, who have maintained a less than satisfactory payment record over a 12 month period, or due to service interruption for nonpayment of an outstanding bill. On a customer relations basis, the deposit requirement of $260.00 has been removed on the condition that the bills will be paid in a timely manner. However, if the consumer's payment history becomes unsatisfactory, a deposit requirement equal to 2/12ths of the consumer's annual usage may be requested.I appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve [redacted]'s concerns. If you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

A further review of the incomplete heavy up at the customer's residence indicates that although meters have been installed in the meter box, the service is still not activated because the customer's electrician relocated the service and now needs to install a new ductline.  The customer was advised of this on July 25, 2017.  Pepco is currently waiting for a permit from the DDOT.  Attempts have been made to contact the customer with no success.

[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]

September 21, 2015Dear [redacted]:This letter serves to respond to the inquiry regarding the security deposit of $ 165.00 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, 2015. and requested that the deposit be waived. After 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 plan. On the other hand, under this same clause I expect Pepco, Inc. to 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]

[redacted], NW Washington, DC [redacted]December 21, 2015[redacted] Trade Practice Consultant Revdex.com1411 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] case #[redacted] Fort Washington, Maryland [redacted]Dear [redacted]:Thank you for...

contacting Pepco on behalf of our mutual customer, Mr. [redacted]. I appreciate the opportunity to provide the following information.In January 2015, Pepco transitioned to a new customer information and billing system. Although 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 phase. Unfortunately, the system conversion resulted in a delay in rendering this customer's invoices during the first quarter of this year. Additionally, a recent issue involving the customer's third party supplier was identified, resulting in a delay in rendering the October and November invoices.I have reached out to the customer as requested and explained that we are working diligently to resolve all issues and to let him know that we sincerely appreciate the customer’s patience while we work to get this corrected. I will review the customer’s invoices over the next few months to ensure the billing is accurate and timely.Sincerely,Linda *. B[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]On more than one occasion prior to January of 2016 I notified Pepco that the address was incorrect on the bill I received. I was told that this would be updated but this was not done until one representative noticed that thus was energy changed despite the numerous times I was told this was updated. This was in January 2016 even though I called since October of 2015 voicing that my address was T103 not 103. Additionally, I did not make my payment after the due date. I told the representative in February that I would make the payment on the 15th online. Pepco did not post the payment until the 17th, I cannot be blamed for the delay in their system. I did as I was asked and agreed to do, and this is merely another excuse. I want more than my meter and until checked. I want my security deposit refunded and I want a FULL investigation of my account. I don't trust Pepco and will not be satisfied until this done as they have consistently given me false information and excuses. Thus may be a game to them, but it is not to me and they have taken advantage of me for too long and I will not except anything less. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

December 15, 2015[redacted] Trade Practice Consultant Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Hyattsville, Maryland [redacted] Complaint No: [redacted]Dear [redacted]:This letter serves as a response to your inquiry...

on behalf of our mutual customer, **. [redacted] regarding the $200.00 deposit and multi-month bill for service rendered on August 14, 2015 to November 11, 2015 (attached).Upon further review of the account records, we determined the account was established on July 27, 2015, at which time a deposit in the amount of $200.00 was requested. Upon receiving the initial bill for service rendered on July 27, 2015 to August 13, 2015, for charges totaling $301.84 (attached), the customer agreed to enroll the deposit balance into a three month installment plan, with the first monthly installment of $66.00 payable with current charges that were due September 4, 2015.Due to unforeseen delays in our billing system related to our Peak Energy Savings Credit program, subsequent bills were not rendered in September and October 2015. On November 17, 2015, the multimonth bill was released for service rendered on August 14, 2015 to November 11, 2015, for electric charges totaling $324,36. Itemized on the bill were payments totaling $301.84, which satisfied the deposit balance and current electric charges that were due on the aforementioned initial bill. On December 1, 2015, the customer enrolled electric charges totaling $324.36 into a three month installment plan which required an initial payment of $100.00 to post to the account the same day. A partial payment of $50.00 posted to the account on December 9, 2015; therefore, leaving a difference of $50.00 due immediately to avoid cancellation of the installment plan.We regret it took more than one attempt to get the assistance required. Further, we apologize for any inconvenience this matter has caused. If you have any additional questions, please contact me.Sincerely, Stephanie R[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:Pertaining to my original complaint this is about [redacted] double charging our company for Electric usage. And also stating we received a renew contract that I did NOT received. They're argument that they are certain we received it is appalling. If they KNOW we received it they I would like a return receipt providing proof I or any one else received this renewal notice. As I am new to the position I did not know of ANY renewal. And with going over the bills since August 2015, we wanted to leave [redacted]. 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 fault. And 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 back. Which 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]

September 24, 2015Dear [redacted].This letter serves as a response to your inquiry received on behalf of our mutual customer, [redacted]. An investigation into the budget billing history was conducted and I offer you the following.The account is enrolled with Pepco's Budget Billing program,...

which is a 12 month equal installment plan; the average monthly payment is $190.00. In addition, [redacted] Electric is the account's third party supplier whose monthly generation charges are due in full monthly. The payment history reflects the customer has been paying only the Pepco monthly average amount of $190,00, which means the separate supplier charges are not paid and therefore accumulating. Note, because consolidated billing was included with the supplier's initial enrollment in June 2014, the utility has purchased and paid in full the supplier's receivables each month as stipulated in the Code of Maryland Regulations (COMAR) 20.53.05.06 titled: Utility Purchased Receivables or Prorated Payments. The paid debt is now owned by the utility which becomes subject to normal collection procedures including disconnection per COMAR 20.31 titled: Terminations of Service.Based on our findings, the attached bill due by October 5, 2015 for consolidated charges totaling $2,810.21 is an accurate reflection of outstanding supplier charges. To avoid disconnection, on September 17, 2015, the customer agreed to place the aforementioned balance on a 24 month installment plan. An initial payment for $600.00 posted to the account on September 22, 2015, and the difference of $2,210.21 will be due in 23 equal installments for $91.67 and one final installment for $101,80, each payable with current charges beginning with the current bill due October 5, 2015. Note, the full amount becomes due if the terms of the installment plan are not adhered to and the account will be subject to normal collection activity.I trust this information will assist you in responding to the customer's concerns.Sincerely,Stephanie R

[redacted]This letter is in response to [redacted] ongoing concerns regarding her security deposit,It appears as though the customer is under the impression that Pepco has charged her a deposit and has not refunded the monies.Pepco does not charge customers a deposit upon the cancellation of service. If the deposit is paid in full Pepco refunds the entire deposit and subtracts the amount from the customer's final bill. When the deposit is not paid in full, the paid portion is refunded and the unpaid portion is waived, Pepco is no longer holding any of the customer's funds.The balance owed as previously advised does not include charges for a deposit, The customer's account ended on March 5, 2017. A $604,74 payment posted to the account on March 7, 2017, The $604.74 equals the total outstanding balance of charges less the deposit through February 9, 2017. Electricity is billed in arrears. The March 7, 2017 payment brought the account current up to February 9, 2017. New charges totaling $373.39 accrued for the time period February 10, 2017 through March 5, 2017.The above was communicated to the customer via phone on March 23, 2017, and an agreement was reached.Sincerely,Michelle G

Dear Mr. [redacted]:This letter serves to respond to the customer's ongoing concerns regarding the delay in relocating the meters. I can only reiterate what was stated in my November 9, 2016, response; the information the customer received from our Customer Advocate, Mrs. N[redacted] is the same information received in our office the same day. Once our Customer Design Office submits the request for the Traffic Control Plans from the District of Columbia, this process usually takes 3 to 4 weeks, not l to 2 business days. Pepco has no control over this process. I apologize for any miscommunications that may have occurred between the customer and Mrs. N[redacted].Again, please extend our sincere apology to customer for the delay and completing this job.

[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:Absolutely no consideration was given to the hours that I had to spend to resolve Pepco's error.  Applying the check to the proper account (mine) and waiving late fees that never should have been incurred in the first place is obvious.  I corresponded with Michelle G[redacted] about this 8 days ago.  She then countered that she would agree to waive all late fees on my account since origination.  I asked what this equated to from a dollar perspective and haven't received any response whatsoever.  My question was intentional - I know I have never been assessed late fees because I always pay my bill the second I receive it. Why can't Pepco step up to the plate and do the right thing?Regards,
[redacted]

701 Ninth Street, NW Washington, DC 20068March 28, 2016[redacted] Trade Practice Consultant Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Fort Washington, Maryland Complaint No: [redacted]Dear [redacted]:This letter serves as a...

response to your inquiry received on March 9, 2016 on half of our mutual customer, [redacted] and the account's billing.Upon further review of the metering and billing records, we determined on January 7, 2016, a net-meter ([redacted]) was installed. After receiving several inquiries from the customer regarding the conflicting net-meter ([redacted]) printed on the bills, we conducted a field visit February 19, 2016 and confirmed the correct net-meter installed on the premise is [redacted].While updating our system in January 2016 to reflect the new meter, we mistakenly updated the account's record with the incorrect net-meter ([redacted]). Consequently, all bills rendered after the meter exchange are incorrect, including the adjusted bill issued on February 17, 2016 for service rendered on December 31, 2015 to January 28, 2016 for $71.34. Since discovering the error, the account's metering records have been updated. Additionally, corrections to the billing are in progress to show accurate consumption recorded on the new net-meter. The bills will be cancelled back to December 31, 2015, which is the last scheduled meter read date prior to the meter exchange, and billed forward.Regretfully it was necessary for the customer to contact us more than once to get the assistance needed. Further, we apologize for the inconvenience and confusion this matter has caused.I trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie R[redacted]

This letter serves as a response to your inquiry received on May 14, 2015 on half of our mutual customer, Ms. [redacted] and miscalculated third party supplier charges.Upon further review of the metering and billing records, we determined the monthly consumption was measured accurately; however,...

third party supplier charges were miscalculated by using the incorrect kilo-watt hours on the bills rendered for services on November 25, 2014 to January 5, 2015, and January 6, 2015 to February 2, 2015. Corrections to the billing are already in progress.Regretfully it was necessary for the customer to contact us more than once to get the assistance needed. In an attempt to apologize for the inconvenience this matter has caused, today I called the customer and left message requesting a callback to discuss this matter further.I trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie R[redacted]