The Tufnut Works

August 26, 2015Dear [redacted]:This letter serves as a response to [redacted]'s follow-up inquiry. I appreciate the opportunity to provide the following information.Although the electricity at [redacted]'s former address was not disconnected for non-payment and payment arrangements were established to avoid disconnection, based on the customer's overall payment habits, the deposit is warranted. Additionally, the customer's plan to install solar panels does not have a bearing on the current request for a deposit. Therefore, Pepco's position remains the same and the customer's request to have the deposit waived is respectfully denied.Thank you for contacting Pepco regarding this matter. If you should need further assistance, I can be reached at the above referenced telephone number.Sincerely,Stephanie R

April 23, 2015Dear [redacted]:Our Green Power Connection Team accepted the Solar System Green Power Connection application and an approval to operate letter was sent to the customer on December 27, 2014. However, approval was inadvertently sent to an incorrect solar contractor.The approval...

documentation was resent to the customer as well as [redacted] Solar on April 20, 2015.Sincerely,Richard C

September 25, 2015Dear [redacted].This letter serves as a response to your inquiries received on September 10, and September 23, 2015 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 1947. The following electronic check payments were dishonored: $86.07 on August 10, 2015, and $146.66 on September 9, 2015; a $5.00 return fee was assessed to each transaction, and checking privileges were subsequently revoked.The customer's request to waive return fees totaling $10.00 was honored and checking privileges has been reinstated. On September 17, 2015 the account was enrolled into our Direct Debit program, which allows the customer to pay the bill automatically. To avoid overpayment and confusion, the customer is encouraged to log into My Account and remove the aforementioned banking information. Login 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

November 11, 2015Dear [redacted]:This letter serves to respond to the ongoing concerns regarding the request for a Security Deposit for the above referenced customer. I regret that our previous response did not satisfactorily resolve the customers" concerns. Any 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 her. She 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 $505.00 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

Date: Thu, Feb 18, 2016 at 11:20 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 3 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 call. Thanks, Linda *. B| Special Investigations Representative

September 21, 2015Dear [redacted]:This is in response to your inquiry on behalf of [redacted], regarding the accuracy of his bill issued on August 7, 2015, for the June 24, 2015 - July 24, 2015 service period.Pepco net energy meters only measure what is consumed from the grid and does not measure...

the customers total generation produced by their solar array. Our Billing Department did review [redacted]'s account and based on their review he has been billed accurately based on actual meter reading data.Pepco is not in a position to determine what internal equipment or conditions contribute to your usage. However, in general, the major energy users in a customer's home in the Summer are appliances that require refrigeration or cooling such as your freezer and your air conditioning unit. Additionally, if any of your appliances are not operating efficiently your energy consumption may increase.Thank you for the opportunity to respond. If you have any questions regarding this information, you may contact me at the telephone number listed above.Sincerely,Linda B

701 Ninth Street, NW Washington, DC 20068April 27, 2016[redacted] Trade Practice Consultant Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Potomac, Maryland [redacted] Complaint No: [redacted]Dear [redacted]:This letter serves as a...

response to your inquiry received on behalf of our mutual customer, [redacted].Upon further review of the account records, we determined a deposit of $385.00 was assessed to the account on January 2, 2015. Enclosed is a copy of the paid deposit receipt issued on March 18, 2015. Once the deposit is paid in full, the deposit plus accrued interest will be automatically refunded, provided the customer demonstrates satisfactory paying habits over a twelve month period.In February 2016, the paid deposit plus accrued interest totaling $385.40 became eligible for a refund. However, due to an unforeseen delay, the refund process did not start until March 2016. Currently, the account is between bill cycles and a new bill will be released shortly for charges totaling $192.99. The aforementioned deposit and interest will be applied towards the impending bill, and a difference of $192.41 will be refunded to the customer within the next 7 – 10 business days.Regretfully it took more than one attempt to get the assistance needed and accurate information on our deposit refund process. Further, we apologize for the inconvenience this matter has caused.| trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie REnclosure (2)

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 deposit. I appreciate the opportunity to provide the following information.A bill...

is overdue if not paid in full within 20 days after the bill is rendered. As 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 date. Late 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 12 months. The 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 S410.00 was 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 12 months. Prior to the assessment of the deposit, the customer also received two final 15 day notices of service termination when the account reflected a past due balance. Based 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 $410.00 plus interest of S.74 on the condition that the bills will be paid when due. This 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 balance. Any remaining credit balance will be applied to future invoices until the credit balance is exhausted. To avoid a future deposit assessment, the bill must be paid each month by the due date. If 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

[redacted] NW Washington, DC [redacted]July 18, 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 in response to complaint...

#[redacted], regarding [redacted]'s billing concerns for the above referenced account. We appreciate the consumer's feedback and for bringing her concerns to our attention. I have completed a review of the account and would like to provide the following information.In July 2014, the customer paid a deposit of $37745. Subsequently, in July 2015, as a result of an unsatisfactory payment history over a 12 month period, the deposit amount was re-evaluated, which resulted in an increase to the deposit amount required for the account. Therefore, Pepco adjusted the amount of the deposit from $377.45 to $485.00, based on two-twelfths of the actual consumption for a twelve month period.As reflected on the August 2015 bill (attached), the previous paid deposit of $377.45 was refunded and applied back to the account, and a new deposit amount of $485.00. Subsequently, the deposit of $485.00 was paid in full in December 2015.On March 21, 2016, service was disconnected for non-payment. Thereafter, the account was closed on March 27, 2016, and a final bill was rendered. As reflected on the March 2016 final bill (attached), the customer's paid deposit of $485.00 was refunded and applied to the account, which resulted in a final bill balance of $417.37 due April 19, 2016.Based on my findings, Pepco is no longer holding any paid deposit money on [redacted]'s account and the account does not warrant any adjustments. The outstanding March 2016 final bill balance of $417.37 remains due.I appreciate the opportunity to respond. If you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H

May 18, 2015Dear [redacted]:Attached is a Budget Billing Plan statement for the customer’s account from September 19, 2014 to April 24, 2015.As the statement indicates, the customer's account was removed from our Budget Billing Plan during October 2014. At that time, the account was billed for...

$226.34, the total balance due. The customer paid the balance in full and we reinstated the Budget Billing Plan at $225.00 a month beginning with the November 2014 invoice.As a result of the account being removed from Budget Billing and then subsequently being reinstated; our billing system was not able to recognize the updated amount due. The $330.20 overdue balance referenced in the customer’s statement of the problem was not correct. We apologize for any inconvenience this matter may have caused [redacted]. We are in the process of correcting the account records in order to synch up the amount billed and amount paid.As indicated by the statement, the account is up to date with the budget amount billed and paid. The amount due today, May 18, 2015 is $225.00 and [redacted] should expect to receive a corrected invoice for May 2015.Richard C

From: [redacted] <[redacted].com>Date: Fri, Sep 2, 2016 at 7:54 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>To whom it may concern ,...

I've received a call from the Pepco claims adjuster on 8-29-2016 advising me that that my claim has been granted payment for my lost and he would be sending out a check to me .  Thank you for your support

[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 business did not address my complaint.  I already understand what happened with the bounced checks that isnt what is in question.  It was inadvertantly sent to my wrong account and I am not disputing fees associated with that.  That was my fault.   He addressed everything except the phone call which was pulled up by the supervisor when I called stating that the Customer Service Rep informed me I had until the 21st to pay.  THAT is my issue.  I was not aware nor told my account would be cut off on the 8th when I called in at the beginning of the month.   During the call I informed the representative I have been out of town so I have not received any correspondences  and the rep told me I had until the 21st of December( again which was verified when her manager reviewed the recorded calls).   Also the MANAGER told me I should call in to get reimbursed due to the representative not giving me the correct information.  When I returned home my refrigerator had maggots and the smell was putrid.  I had to replace three bags trash bags full of meats and food etc.Again my issue is my services being cut off on the "8th" when I was instructed by the representatives at PEPCO I had until the 21st to pay my bill.  Maybe they need to go back and review the phone calls like the manager did when I called in.  So I do not agree with the explanation given
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.  I would like to reserve the right to notify you again if we still do not receive any new lights within a timely fashion. 
Regards,
[redacted]

Dear [redacted],   Our records show [redacted] contacted the Pepco Executive Line on January 9, 2017, and left a message for a return call.  On January 11, 2017, a Special Investigations Representative acknowledged [redacted] call and his request to speak to a Pepco...

Executive regarding his bill.  [redacted] was advised that his inquiry would be forwarded to our Special Investigations Department for assignment to a representative who would follow up on his billing concerns.   On January 11, 2017, a Special Investigations Representative spoke with [redacted] and addressed his billing concerns explaining that his invoice dated December 29, 2016, reflected the cancellation of the payment arrangement after payment was not received by the billing due date on December 20, 2016.  Our records show that the payment was subsequently received on December 30, 2016.  As resolution, we advised [redacted] that we would be happy to reverse the late fee and established another payment arrangement.  A letter was sent to [redacted] to confirm the action that was taken.   We take our Customer Service goals very seriously and we apologize if we failed to meet [redacted] expectations when he contacted our Executive Line.  We have forwarded a copy of [redacted]’s complaint to our Management Team for further review and coaching purposes.   I hope this information is helpful in responding to the complaint for [redacted].  Sincerely, Linda *. B[redacted]PepcoSpecial Investigations

According to Pepco’s records, an online request was submitted October 2, 2017 to establish service for service address [redacted] Rockville, MD effective October 6, 2017. A welcome letter was issued to the customer on October 3, 2017 confirming service was requested and an...

account had been established. A deposit in the amount of $95.00 was assessed on the account in accordance with [redacted]. Per Pepco’s General Terms and Conditions, a customer may establish credit by demonstration of stability of employment, of good paying habits to Pepco, of homeowner status, or of active duty status in the armed forces. In addition, Pepco is willing to accept a letter of credit form the customer’s previous utility provider to establish credit. The referenced documents have not yet been received on the account. The request for the deposit to be waived is denied. Based on our review, no further adjustment is warranted. The current account balance is $131.28 due by November 27, 2017, including the $95.00 deposit request and $36.28 in current charges. Pepco is willing to establish payment arrangements for the assessed deposit at the customer’s request. [redacted] may contact Customer Service at ###-###-#### to make payment or establish the offered payment arrangements. Sarah M[redacted] Escalated Investigations Representative

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[redacted]This letter is in response to [redacted] concerns...

regarding her security deposit.[redacted] September 2016 invoice shows she began with a zero balance forwarded, and current charges of $445,08, no payment was received. Beginning with the October 2016 invoice to the March 2017 final bill, the customer carried forward an outstanding balance from the previous month.The customer started service on May 27, 2010. The original $390.00 deposit was received in full as of 6/28/10. Due to the payment history, in February of 2017 the customer's deposit was increased. The new deposit was equal to an estimated two months (2/12 annual) of average usage, as allowable in the regulations detailed below. The February 2017 invoice illustrates the new deposit of $620.00 was applied and the $390,00 deposit held and $.13 of accrued interest were returned,From September 2016 through March 5, 2017 the customer was billed for $2,523.9E of usage, $19,01 in late fees, and the $229.87 net deposit increase ($620.00-$390.13). The customer rendered $1,815.00 in payments leaving a remaining outstanding balance of $957.79. As shown on the final bill, the $620.00 security deposit and $.06 of accrued interest ($435.66 paid portion pf the deposit was refunded, $.06 of interest was refunded, and the $184.34 outstanding portion of the deposit was cancelled) were subtracted from the balance due. The $957.79 outstanding balance less the S620.06 deposit adjustments total $337.73 which is the balance that appeared on the customer's final bill due by April 3, 2017. Please findan illustration of this explanation below.Sincerely,Michelle G

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]

701 Ninth Street, NW 202-872-2948 Washington, DC 20068December 16, 2015[redacted] Revdex.com 1411 K St NW, 10" Floor Washington, Dc 20005-3404Re: [redacted] Washington, DC [redacted]Dear [redacted]:This letter serves to respond to the concerns expressed by...

the above referenced customer regarding Pepco's collection practices. I regret the customer’s perception of our collection Policies and procedures are harassing. However, Pepco's collection practices are in accordance with the District of Columbia Consumer Bill of Rights, and is in no way I intended to harass or intimidate our customers. Also, for your review, enclosed is a copy of Pepco's General Terms and Conditions for Furnishing Electric Service in the District of Columbia (GT&C), page 30, which addresses procedures for termination of service.I trust this information will assist you in responding to the customers’ concerns.Enclosures (2)

[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:
Dear [redacted],Please...

forward the following message to [redacted].  I would also suggest that you consider revoking Pepco's status as a Revdex.com-approved company.  After reading the details I provide below, I think it will become clear why I am recommending this action.Dear [redacted],Thank you for taking the time to respond to my complaint.  It is unfortunate, however, how little you understand your own company's policies as evidenced by your completely absurd and incompetent letter.  Please allow to me to explain.In your response, you included/attached Pepco's policy which states that:"An Applicant or Customer may establish credit by a number of methods. For residential customers these include by demonstration of stability of employment, of good paying habits to the Company, of homeowner status, or of active duty status in the armed forces, or by a cash deposit."Therefore, according to this policy, I have established credit because (1) I am a homeowner and (2) am a full time, tenured employee with the US federal government for over 3 years.  Thus, it is clear from your own policy that I have established credit and thus should not be required to submit a security deposit.  However, you nor anyone at Pepco has not even bothered to ask me these questions.  Instead, you just simply demand $280 without regard to whether or not it is actually justified in each customer's case and you know, actually following your own stated policies.Furthermore, on 6/24/15, I contacted the Pepco "Credit" department and spoke with a supervisor.  The supervisor clearly explained that the deposit could be waived if (1) a letter of credit could be provided from another utility company or (2) a "soft" credit check conducted by Pepco with Experian reveals a sufficient credit score that justifies no security deposit required.  As no credit check had yet been conducted on me, the supervisor explained that is why I was assessed a security deposit.  The supervisor said a credit check should have initially been done when service was established but could not explain why one wasn't, and thus why a security deposit was being requested.  I told the supervisor to absolutely please conduct the "soft" credit check and within one hour, the security deposit was justifiably waived due to the 800+ credit score that credit check revealed and that I have stated on multiple occasions.Thus, once again, it does not appear that you understand your own policies.  Did you even bother to contact the Pepco "credit" department and discuss their policies and/or my specific case?  Did you bother to ask them if they had run the "soft" credit check, if I was a home owner, or if I had stable employment?  Or did you just simply brush aside my complaint and reply with some canned response?  I think we know the answer here.  You did not do your due diligence and instead, stuck with the status quo and your demand for $280.  Your complete lack of competence absolutely disgusts me and you should be ashamed of yourself for treating a new customer the way you have.  It is clear that the left hand of Pepco does not know what it's right hand is doing. Because of the reasons stated above, I have filed an official complaint with the Maryland Public Service Commission against Pepco and cited this case and your name as a prime example of how Pepco willingly violates and arbitrarily (and thus illegally) applies/ignores its own policies and engages in anti-consumer behavior. 
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:
I paid the high deposit of $95.00 even though I know I was singled out and targeted by PEPCO. I have paid PEPCO my hard earned money of $138.00. I still stand with the fact PEOCo has ripped me off! 
I have a good history with PEPCo paying them at [redacted] account ending in [redacted] and again in Bethesda!
Regards,
[redacted]