The Tufnut Works

?? Companu Resolution Department701 Ninth Street, NW ###-###-#### Washington, DC 20068April 11, 2016Mr. [redacted] Revdex.com 141 1 K St. NW Washington, DCRE: Mrs. [redacted] Gaithersburg, Maryland 20879 Account #[redacted]Dear Mr. [redacted]:This letter serves to...

respond to the above referenced customer regarding not having received a bill since February 2016. I have reviewed the manner in which the account has been billed and would like to offer the following explanation.Review of the account reflects that the customer's previous meter was removed on March 10, 2016, and replaced with a new meter. However, due to a delay in processing the new meter information into our billing system, the account was not ready to bill on the scheduled bill date. Consequently the billing was delayed. Barring any unforeseen circumstances, the customer’s next bill should be rendered by April 22,2016.Please extend sincere apology to the customer for the delay in the billing of her account.Sincerely; Stan P

July 19, 2017  [redacted] The Revdex.com1411 K St. NW, 10th FloorWashington, DC 20005-3404  RE: [redacted]       [redacted] NW #[redacted]       Washington DC ...

[redacted]                                                                  Dear [redacted]: This is in response to complaint #[redacted], regarding the consumer’s billing concerns for the above referenced account.  We regret that it was necessary for the consumer to contact us more than once to have their concerns addressed.   I have completed a review of the account and would like to provide the following information. In May 2016, the consumer’s account was closed, which resulted in a credit balance of $8.16. However, in September 2016, a refund check in the amount of $29.26 was issued, which resulted in an over-refund in the amount of $21.10.  Subsequently, in June 2017, a collections notice for $21.10 was sent to the consumer. As a courtesy, on July 18, 2017, the charge has been recalled from collections and the balance of $21.10 has been removed from the consumer’s account. We apologize for any inconvenience the consumer may have experienced as a result.  We appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve the consumer’s concerns. Sincerely,  Harvey H**

May 11, 2015Dear [redacted]:Attached is a copy of the bill for service from December 2, 2014 to April 6, 2015. As indicated on page 2 of the bill, 5,268 kilowatt hours were used from our electric grid and 613 kilowatt hours were generated and fed back he grid.In order to better understand our...

billing practices as they relate to Net Energy Metering, the customer spoke with Lisa B[redacted], former Lead Consultant of our Green Power Connection Team. Ms. B[redacted] informed me that she also discussed with [redacted] how a net energy meter works and how excess generation is either carried over or applied to future bills. Ms. B[redacted] also reviewed the invoices from July 1014 to December 2, 2014 with [redacted].In addition, Ms. B[redacted] informed me that she apologized and explained the delay in billing which resulted in the 126 day bill for service from December 2, 2014 to April 6, 2015. When we transitioned to a new customer information and billing system in January 2015, some unforeseen issues developed during the stabilization phase. [redacted]’s account was impacted by a technical issue which was ultimately resolved in April 2015.I understand that [redacted] was satisfied with Ms. B[redacted]’s responses to his concerns and appreciates now having a better understanding as to how met metering works.Richard C

July 20, 2015Dear [redacted]:This letter serves to respond to the ongoing concerns regarding the refund check for the above referenced customer. I regret that our previous response did not satisfactorily resolve the customer's concerns. I can only reiterate that on May 27, 2015 the refund was processed, and on June 22, 2015 the check was mailed to the customer's mailing address on record ([redacted] Greenbelt MD, [redacted]). Our records do not reflect any late charges assessed to the account.The customer has not substantiated a need for a further review. Therefore, Pepco's position remains the same.Sincerely,Stan P

[redacted] Washington, DC [redacted]December 11, 2015[redacted] Trade Practice Consultant Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Silver Spring, Maryland [redacted] Complaint No: [redacted]Dear [redacted]:This letter...

serves as a response to your inquiry received on December 1, 2015 on half of our mutual customer, [redacted].Upon further review of the closed records at [redacted] Silver Spring, Maryland [redacted], we determine due to unforeseen delays, it took longer than expected to transfer the account's final credit balance in the amount of $744.54 to the customer's active account located at [redacted] Silver Spring, Maryland [redacted]. On December 3, 2015, we successfully transferred the credit balance to the customer's active account.Regretfully it took more than one attempt to get the assistance needed. Further, we apologize for the inconvenience this matter has caused.I trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie R[redacted]

[redacted]Your next billing invoice will reflect the correct meter [redacted] for your service address effective for usage invoiced after 8/11/16. I have prepared and attached a side by side comparison billing summary from your occupancy date of 2/27/16 through 8/11/16 to compare how the...

account was originally billed compared to what your account should have been billed. Based on this comparison a credit adjustment will be issued on your account for $72.83, which represents the difference. I appreciate your patience while we worked to resolve this billing issue. Please feel free to contact me if you have any further concerns.Thank you,Linda B  Office: ###-###-####

Attached
is a eighteen (18) month billing history statement and most recent invoice.
 
All
bills rendered have been based on actual, cumulative meter readings and reveal
no evidence of an issue. Pepco is not in a position to prove or disprove what
internal conditions have...

contributed to the customer’s electrical consumption.
 
Pepco’s
records indicate that the customer’s electricity supplies space heating, water
heating and air. Pepco’s records indicate the customer’s previous premise’s electrical
supply sourced air only. It is notable that the customer’s usage has increased during
winter months. The average temperature during bill period December 28, 2017
through January 29, 2018 is 33?. Typically, increased winter consumption may be attributed
to heating appliances. Additionally, if any equipment is not working
efficiently it may result in higher electrical consumption.
 
The
current account balance is $1,789.98 Pepco is willing to establish a six (6) month installment plan after an initial payment of $894.99 due by February 20, 2018. [redacted] may contact Customer Service at ###-###-#### in order to establish the
offered payment arrangement.
 
Should
[redacted] require assistance in meeting her energy needs, she may be
interested in visiting the Office of Home Energy Programs regarding energy assistance.
[redacted] may contact the Office of Home Energy Programs by calling
###-###-#### or by visiting http://dhr.maryland.gov/office-of-home-energy-programs/.
 Sarah M[redacted]Pepco HoldingsEscalated Investigations Representative

A complaint was received on July 28, 2017 on behalf of [redacted] from the Revdex.com. When a complaint is received by a customer through the Revdex.com, a hold is place on the account until the investigation is complete. A Final Notice of Service Termination was issued July 25, 2017 requesting the past due balance, not current charges. The notice advised service would be terminated on or after August 9, 2017 if the past due balance was not satisfied. On August 1, 2017, Pepco made an exception and offered to establish a six (6) month installment plan after a payment of $506.00. Pepco granted an extension until August 16, 2017 for [redacted] to make the requested payment and establish the offered payment arrangement. Pepco received a rebuttal from the Revdex.com on August 9, 2017. In addition, [redacted] filed a complaint with the Maryland Public Service Commission which was received on August 10, 2017. At this time a second hold was placed on the account until the investigation was considered closed. Pepco advised on August 15, 2017 in detail the multiple broken arrangements, the date of request for the deposit in the amount of $540.00, and the two returned payments received on the account in the past twelve months. In addition, a twenty-two (22) month billing history statement was provided demonstrating the accumulated balance with each billing period. It was advised the deposit was assessed on October 10, 2015 in the amount of $475.00. The Final Notice of Service Termination was issued on December 8, 2016 advised a security deposit may be assess or increased if a deposit has already been assessed. The deposit assessed on October 10, 2015 was increased to $540.00 on December 9, 2016. Attached is the most recent invoice issued July 26, 2017. The Changes to Electric Balance summary on page 2 of the invoice is a total of $721.06 including the deposit outstanding $540.00, a late payment charge of $2.65, and the defaulted installment plan balance of $178.41. On August 17, 2017, Pepco received [redacted]’s response regarding Pepco’s determination of the rebuttal. Pepco’s position remains the same. The request to waive the deposit is denied. The current account balance is $750.00. Pepco is willing to establish a six (6) month installment plan after a payment of $242.76 due by September 1, 2017. If payment is not received by September 1, 2017, and the offered payment arrangement will be void and the total balance of $750.00 will be due. [redacted] may contact Customer Service at ###-###-#### to make payment and establish the offered payment arrangement. If the customer remains unsatisfied, [redacted] may file a rebuttal with the Maryland Public Service Commission. I trust this information will assist you in addressing the customer’s concerns.

Date: Wed, Jan 20, 2016 at 8:00 AMSubject: [redacted] - Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [email protected] Morning, The following is our  response to the Revdex.com complaint # [redacted].  The customer's electric heavy up was completed on...

January 8, 2016.  We apologize for any inconvenience and that the customer had to contact us more than once for a resolution.  The customer can contact me directly if they have any further concerns or questions at ###-###-####. Thanks, Linda *. B[redacted]| Special Investigations Representative Pepco Holdings, Inc. | Customer Relations701 Ninth Street N.W. | Washington, DC 20068o: ###-###-#### |[redacted]@pepco.com

Date: Mon, Sep 28, 2015 at 1:28 PMSubject: Fw: [redacted] Complaint ([redacted]) OverdueTo: [redacted]@myRevdex.com.orgHello [redacted],  return check fees totaling $10.00 were credited to the account. Thanks,   Stephanie R[redacted] | Escalated Investigations Representative Pepco...

| Customer Relations, Research and Resolution [redacted] N.W. | Washington, DC [redacted] o: ###-###-#### [redacted]@pepcoholdings.com | pepco.com [redacted] | [redacted] | [redacted] | Blog

August 19, 2016[redacted]The Revdex.com1411 K Street NW 10" FloorWashington, DC 20005-3404RE: [redacted]Revdex.com #[redacted] Silver Spring, MD [redacted]Account number: [redacted]Dear [redacted]:This letter is in response to **. [redacted]’s concerns...

regarding outstanding charges sent to collections for Pepco account number [redacted].[redacted] referenced the address of [redacted], Silver Spring, MD, [redacted] in the complaint background; however the account number provided and balance of $589.11 are associated with service held in [redacted]’s name at [redacted] Silver Spring, MD, [redacted] was billed for service at this address from June 2, 2014 to July 1, 2015.According to a lease received on July 31, 2015 from [redacted], Property Manager at The [redacted] resided at [redacted], Silver Spring MD [redacted] from June 1, 2014 to November 14, 2014.Our records do not indicate that [redacted] contacted Pepco prior to moving out. The General Terms and Conditions for Furnishing Electric Service in Maryland (GTC) advises that a customer must contact Pepco three (3) days prior to the date they wish to discontinue service. The GTC also advises that if a customer fails to contact Pepco to discontinue their electric service, the customer may be responsible for all electricity consumed on the premises until the company accepts a subsequent application for service at said address. We apologize that timely communication regarding the results of the investigation was not provided.Our records indicate that [redacted] made contact with Pepco regarding one or more accounts on December 29, 2014. We will bill [redacted] for usage accrued at [redacted], Silver Spring, MD, [redacted] through January 2, 2016, 3 business days from the date of the call. Account number [redacted] and the outstanding balance of $589.11 have been recalled from collections. The final bill will be updated to reflect the new end date of January 2, 2015, and an updated invoice will be distributed to the customer, [redacted] is urged to render payment on or before the designated due date to prevent further collection activity.We apologize for any and all inconvenience [redacted] may have experienced.Sincerely,Michelle G

[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: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 committed. They take no ownership of their poor customer service, or their poor processing of customer requests. Please see below:1. Pepco transferred my services to my new apartment and set me up with paperless billing. I had paperless billing on my old account. They did not transfer my email address with the paperless billing option. They supposedly sent me bills for a few months. I want them to prove that they sent me ebills. 2. Pepco stated in earlier correspondence that they sent me a mailing with my new account number. That mailing was sent before my service was transferred. TO AN ADDRESS I DID NOT LIVE IN AT THE TIME. Check the dates for when service was requested and the date of that mailing. 3. I want an apology from Pepco about charging me late fees when they are at fault for their customer not receiving bills. 
Regards,
[redacted]

November 11, 2016Mr. [redacted] Trade Practice Consultant Revdex.com 141 1 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] B. [redacted]Revdex.com # [redacted] Germantown, Maryland 20876Dear Mr. [redacted]:This letter serves to respond to the customer's complaint...

inquiry regarding the assessment of a security deposit. I appreciate the opportunity to provide the following information regarding our residential deposit policy.Pepco can request a deposit when a customer fails to pay a bill when it becomes due on more than two occasions in the last 12 months per the Code of Maryland Regulations 2030. 02:03. The amount of a deposit requested will be no more than two twelfths of the estimated annual service for the next twelve months. Deposits over $35.00 may be paid in installments. Deposits together with accrued interest will be refunded automatically upon demonstration of a good payment record for 12 months or upon discontinuance of electric Service. Only one deposit can be assessed on an electric account at a time. If a deposit has been paid and there is an increase in the kilowatt hour consumption and We determine the deposit amount needs to be increased, we have to refund the held deposit plus interest and request a new increased deposit amount.The following is the deposit history on the account:o July 27, 2015 - Held deposit of $357.09 was refunded as referenced on page 2 of July 2015 invoice.The deposit was refunded to request a new increased deposit amount of $535.00. o November 21, 2015 - Held deposit of $535.00 was refunded as courtesy as referenced on page 2 ofNovember 2015 in Voice. o March 23, 2016 - New deposit of $525.00 was requested based on the customer payment history. o April 25, 2016- Deposit request of $525.00 cancelled as a courtesy, o October 25, 2016 - A new deposit of $570.00 was requested based on the customer payment history.Page 2Based on the payment history on the account the requested deposit is warranted. On a customer relationsbasis, the Company opted to waive the deposit requirement of $570.00 on the condition that the bills willbe paid in a timely manner. To avoid a future deposit assessment, the customer needs to contact us priorto the bill due date to establish a payment arrangement if unable to pay the total amount due in full.At this time the balance of $214.83 is due by November 15, 2016. A credit and collections hold has beenput on the account for 30 days to allow the customer time to make payment arrangements if needed.I hope this information is helpful in responding to the concerns of the customer.Sincerely,Linda B

Our records indicate that [redacted] assumed responsibility for the electric service at the above referenced address onJune 15, 2015. Unfortunately, a billing issue with the previous party resulted in a delay of rendering the initial billingfrom June 15, 2015 to July 1, 2015 for [redacted] on...

October 14, 2015. Our billing department subsequently rendered amulti-period invoice from July 2, 12015 – October 1, 2015 one day later on October 15, 2015.We certainly apologize for any inconvenience this may have caused the customer and that she had to contact us more thanonce for a resolution. As a gesture of customer service we have reversed and cancelled the new party deposit of $295.00.This deposit reversal will be reflected on the next billing invoice issued after November 2, 2015. The customer has notbeen assessed any late charges and we do not expect any further billing delays going forward.I have attached a billing history statement to show the service periods and the date the invoice was rendered so thecustomer can clarify the information. This dwelling is all electric. There is currently a credit and collection hold on Ms.Hester’s electric until November 21, 2015. The customer can contact us if payment arrangements are needed.I hope this information is helpful in responding to the concerns of the customer.

701 Ninth Street, NW Washington, DC 20068January 6, 2016[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 [redacted]'s follow-up inquiry. I appreciate the opportunity to provide the following information.Since the original complaint, the $200.00 deposit has been paid, and the three month installment plan remains active. An installment plan affords the customer the opportunity to pay off the balance over an extended period of time while paying current charges in full. The customer is more than welcome to revise the existing three month installment plan by contacting the Call Center at ###-###-####.The customer's rebuttal has not altered my original findings. Therefore, my initial response remains the Sarile.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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Meter is installed but service is not turned on.Regards,
[redacted]

701 Ninth Street, NW Washington, DC 20068March 30, 2016[redacted] Trade Practice Consultant Revdex.com 1411 K Street, NW, 10th Floor Washington, DC 20005-3404Re: [redacted]Revdex.com Complaint #[redacted] (Surrebuttal)Dear [redacted]:This letter is in response to your inquiry on behalf of Ms. [redacted]. I have completed my further review of [redacted]’ account and would like to provide the following information.In the interest of assisting the customer with determining what factors may be contributing to her higher than expected usage, on March 22, 2016, an energy audit was performed at [redacted]’ home by a Pepco Energy Engineer. The customer’s premise is equipped with wall units that provide both heating and cooling, which was determined to be the main source of her electrical usage. [redacted]’ usage is consistent with the historical usage for her premise and is comparable to what was discovered in other apartments within the same building with similar systems. The attached Energy Usage Report was presented to the customer at the time of the visit.I have enclosed a copy of the customer’s current bill, which reflects a total balance of $1,052.89, including a past due balance of $581.11, that is due by April 4, 2016. If the customer would like to establish payment arrangements, please have her contact us.Thank you for allowing me the opportunity to respond. If you have any questions, please contact me. Attached a copy of an Energy Usage Report and the March 2016 bill,Sincerely,Shannah F[redacted]Enclosure

We reviewed the customer's concerns, and offer the following information.  On February 13, 2017 Pepco responded to a tree down on Pepco's wires.  Our crews responded and removed the tree.  Upon removal of trees or limbs on Pepco lines, Pepco will stack the debris on the...

property but not remove it.  It is the customer's responsibility to remove the debris.  We sincerely apologize for any miscommunications or misinformation given to the customer regarding the removal of the debris.  As a courtesy, upon receipt of your inquiry a service was issued to remove the debris on the customer's property, which was completed on March 15, 2017.  If the customer wishes to file a claim for any other vegetation damage due to the debris left on the ground, they may contact our Claims Department at ###-###-####.

[redacted] Washington, DC [redacted]March 8, 2017[redacted]Trade Practice Consultant141 1 K 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, 2013. 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 reading. I 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, 2017. 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 24393 during the test as per the company process. This meter reading was in line with the remote reading of 23453 used to invoice the account on January 25, 2017.[redacted] is not in a position to prove or disprove what internal factors may have contributed to the higher than anticipated electric consumption. Our customers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their meter from one actual meter reading to the next. Primarily, 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 bill. Heat 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 high. We suggested that the thermostat to be set at 68 degrees in the winter for maximum energy efficiency. We do not recommend that a customer turn off their heating system. In addition, we recommended that the customer have her heat pump check for proper function. The customer has acknowledged that all appliances have been checked by her property maintenance and reported to be operating properly.[redacted] March 8, 2017 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 Commission. I have confirmed that we are billing the account using the Maryland Residential R rate schedule. As per the Maryland R rate schedule, summer rates are in effective from June - October and winter rates that are in effect from November - May. In 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 mode. In 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 option. The customer received a one-time enrollment bill credit of $40.00 on March 30, 2015. Per the terms of participation in the program the customer has received $8.00 bill credit each month with invoices issued during June 2015- October 2015 and during June 2016- October 2016. 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 $128.5l. This credit represents the courtesy cancellation of all late fees previously assessed from May 2015 - January 2017. In addition, the paid security deposit of $110.00 plus interest of $.09 was also released as a courtesy, and applied to the customer's account balance. The 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,

[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. 
However, Pepco did not "attached the revised multi-month billing for service period January 29, 2014 to July 1, 2015, which reflects a credit balance of $61.95."
I read the letter, but there were not attachment to be viewed. I would like to see the attachment showing the credit balance of $61.95.
I want to thank Revdex.com for assisting me with this matter, because if it wasn't for Revdex.com, I would not have gotten this resolution from Pepco. I've been trying on my own from January 2015 until I contacted Revdex.com for help. I called Pepco every month and they gave me the runaround every month.
Thank you very much Revdex.com for helping me and my family to get this matter resolve which should not have never occurred in the beginning. After February 26, 2014 the day of the house fire, there were no usages. The house were boarded up that evening, and every utilities were all disconnected. Where Pepco got its meter reading from after February 26, 2014, was false.
Thank again,
[redacted]
and family

Regards,
[redacted]