The Tufnut Works

[redacted] NW Washington, DC ***July 18, [redacted] The Revdex.com K StNW, 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 accountWe appreciate the consumer's feedback and for bringing her concerns to our attentionI have completed a review of the account and would like to provide the following information.In July 2014, the customer paid a deposit of $Subsequently, in July 2015, as a result of an unsatisfactory payment history over a month period, the deposit amount was re-evaluated, which resulted in an increase to the deposit amount required for the accountTherefore, Pepco adjusted the amount of the deposit from $to $485.00, based on two-twelfths of the actual consumption for a twelve month period.As reflected on the August bill (attached), the previous paid deposit of $was refunded and applied back to the account, and a new deposit amount of $Subsequently, the deposit of $was paid in full in December 2015.On March 21, 2016, service was disconnected for non-paymentThereafter, the account was closed on March 27, 2016, and a final bill was renderedAs reflected on the March final bill (attached), the customer's paid deposit of $was refunded and applied to the account, which resulted in a final bill balance of $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 adjustmentsThe outstanding March final bill balance of $remains due.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H

Mr [redacted] The Revdex.comK Street NW 10" FloorWashington, DC 20005-3404RE: [redacted] Revdex.com# [redacted] Ln Clinton, Maryland 20735Account number: [redacted] ***Dear Mr [redacted] :This letter is in response to Ms [redacted] ’s ongoing concerns with her Pepco balanceMs [redacted] experienced estimated bills from October 29, to February 26, due to the installation of a smart meter that failed to communicate readings for billingOn March 7, this meter was replaced.Ms [redacted] believes that she is due an adjustmentThe March bill covering the time period from February 27, to March 28, totaled $and consisted of a balance forward of $339.80, a deposit of $150, a late payment charge of $and current charges of $This bill was based on actual meter readings and reflects Ms [redacted] ’s usageMs [redacted] ’s meter was exchanged on March 7, and at that time we obtained an actual meter reading from the removed meterAs meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billingTherefore, in instances when an estimated meter reading is used, any difference between estimated and actual consumption is identified through subsequent actual meter readings.Ms [redacted] ’s April bill covering the time period from March 29, to April 28, totaled $This includes a balance forward of $498.34, a waiver of the previously requested deposit of $150, an Exelon rate credit of $50, a payment of $and current charges of $The $Exelon rate credit was issued on the account as a condition of the Exelon Merger Agreement and was not an adjustment made because of inaccurate billing.Again, we offer our most sincere apologies for the inconvenience experienced due to the estimated readingsIf Ms [redacted] is unable to pay the account in full she is encouraged to contact our Customer Care Department at ###-###-#### so that she may be placed on a 12-month installment plan.Sincerely,Michelle G

Good Afternoon MrDennis,I have attached my response letter to PepcoIf you have any questions, concerning this matter I can be reached at 202-607- Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

This email is in response to the customer’s concerns regarding an overpayment and the request for a refund as a result of the overpayment I have reviewed this matter and would like to offer the following information Review of the account reflects that the customer was enrolled in Pepco’s Auto Pay Plan However, on August 2, 2017, the customer made a payment by pone in the amount of $132.85, which was posted to the account on August 3, Thereafter, on August 4, 2017, an Auto Pay of $was posted to the account This payment was applied to the customer’s bill for service July to August 10, 2017, in the amount of $ This resulted in a credit balance of $ On August 8, 2017, our records reflect that the customer accessed Pepco’s website My Account and removed himself from Pepco’s Auto PayAs you can see the payments the customer made posted to the account before the Auto Pay was canceled In addition, in instances of over payments that result in a credit to the account, and a request is made for a refund, the process takes approximately business days Our records reflect that the customer’s communications with Pepco with regards to his request for a refund due to the overpayments consisted of a series of emails to Pepco’s Social Media site The first was on August 5, 2017, which was a Saturday when the site is not manned The second was on August 7, 2017, advising Pepco that since he has not received a response to his earlier email he is filing a claim with his financial institution The third email to the site was on August 8, 2017, advising Pepco that due to the lack of our response and the lack of a refund of his payment, he will be filing a complaint with the Revdex.com On February 9, 2017, Pepco received the Revdex.com’s inquiry on behalf of the customer Once the customer filed his complaint with the Revdex.com, any response to his concerns is now the responsibility the Special Investigations team We have since learned that the customer has stopped payment on one of the checks, which will affect the payment that was posted to the bill for service to August 10, 2017, in the amount of $128.14, and is due by August 31, The account will also be assessed a $dishonored check fee However, as a courtesy, I will have this fee waived I regret the frustration and inconvenience the customer experienced as a result of the double paymentsHowever, we are unable to honor the customer’s request for a refund of any interest or fees paid to process his payments

[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 serviceIf the deposit is paid in full Pepco refunds the entire deposit and subtracts the amount from the customer's final billWhen 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, A $604,payment posted to the account on March 7, 2017, The $equals the total outstanding balance of charges less the deposit through February 9, Electricity is billed in arrearsThe March 7, payment brought the account current up to February 9, New charges totaling $accrued for the time period February 10, 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

[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 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]

[redacted] , NW Washington, DC 20068May 04, 2016Mr [redacted] The Revdex.comK Street NW 10" FloorWashington, DC 20005-3404RE: [redacted] Revdex.com# [redacted] Ln Clinton, Maryland 20735Account number: [redacted] ***Dear Mr [redacted] :This is in response to Ms [redacted] ’s concerns regarding her Pepco bills for the above referenced accountWe appreciate the consumer’s feedback and would like to offer the following information.We exchanged Ms [redacted] ’s meter on October 16, and installed a smart meter that should have allowed us to obtain remote meter readingsUnfortunately the meter installed was taking accurate readings but not communicating them to the billing systemThis caused Ms [redacted] to receive invoices computed with estimated meter readings from October 29, to March 06, A new meter was installed on March 07, and the previously estimated bills were adjustedSince the installation of the new meter the invoices for March and April have been based on actual meter readings.Ms [redacted] did keep constant contact with Pepco during the matter and a hold was placed on her accountWhen the original hold expired on December 10, 2015, we failed to extend the hold date or to place an additional hold and Ms [redacted] ’s account was erroneously assessed a security depositThe $security deposit was removed from the account and will not be reassessed provided the account maintains good standingWe apologize for any inconvenience this may have caused the customer.If Ms [redacted] needs to defer paying the entire balance of $by the May 20, due date, we can offer her a month installment planShe may contact me at the number above or call into our Customer Care Department at ###-###-#### Monday thru Friday 7:00AM-8:00PM to make the request.Thank you for the opportunity to respond.Sincerely,Michelle G

July 26, [redacted] The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: [redacted] Forestville, Maryland [redacted] Account # [redacted] ***Dear [redacted] :This is a follresponse to complaint # [redacted] , regarding [redacted] 's billing concerns for the above referenced accountAttached 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 ***.If you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H

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] ***

Ninth Street, NW Washington, DC 20068February 18, 2016Mr [redacted] The Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404RE: [redacted] NE Washington, DC [redacted] Account: [redacted] Dear [redacted] This is in response to complaint # [redacted] , regarding [redacted] 's billing concerns for the above referenced accountWe appreciate the consumer's feedback and apologize for any inconvenience the customer may have experienced as a result of this matterI have completed a review of the account and would like to provide the following information.In January 2015, [redacted] 's account was closed in error, which resulted in a service disconnectionThe service was restored the following dayDespite our efforts to reinstate the customer's account records in January, February, and April 2015, a processing issue prevented the account from billingSubsequently, on January 29, 2016, the customer's account records were properly reinstated and billing resumed.Please convey our apologies to [redacted] for any inconveniences she experienced as a result of this matterGoing forward, [redacted] can expect to receive bills in a timely manner.The account currently reflects a total balance of $that is due on February 19, 2015, which is shown on the attached billing from January to January I have placed a temporary 30-day hold on the account to allow [redacted] time to contact us should she Wish to establish extended payment arrangements.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

[redacted] : We regret any inconvenience [redacted] may have experienced as a result of this matter and appreciate the customer’s feedback, which has been shared with our Customer Service management team to aid in making customer service improvements On January 27, 2017, I spoke with *** [redacted] and acknowledged her initial billing concerns As of the January invoice, account balance totals $400.94, which incudes deposit of $and current charges $due February 8, A military waiver of the deposit has been extended to [redacted] *** After removing the deposit, a current balance of $remains due February 8, Thank you for the opportunity to respond.Sincerely, Harvey H**

This letter serves as a response to your inquiry on behalf of our mutual customer, Ms [redacted] regarding overpayments made on the above referenced final billed account.On July 2, 2012, the customer created a profile on our My Account web portal, which allows customers access to view their bills and make payments onlineEffective May 8, 2015, the electric account was final billed for charges totaling $(attached)After an account is closed, customers can continue to log into the web portal to view their historical billing information, and initiate paymentsThe web portal payment history reflects the customer initiated the following payments after the account was closed on May 8, 2015; $on May 9, 2015, and three payments for $on May 24, 2015, June 9, and July 7, 2015, respectivelyCombined, the four payments totaled $313.94, of which $was used to satisfy the final bill, and left a credit balance for $which will be refunded and mailed to the customer's current address at [redacted] ***, Rockville, Maryland, within the next business days.| regret it was necessary for the customer to contact us more than once to have this issue resolved and apologize for any inconvenience she may have experiencedIf you should need further assistance, I can be reached at the above referenced telephone number.Sincerely,Stephanie R [redacted]

Ninth Street, NW 202-872-Washington, DC 20068December 16, [redacted] Revdex.com K St NW, 10" Floor Washington, Dc 20005-3404Re: [redacted] Washington, DC ***Dear [redacted] :This letter serves to respond to the concerns expressed by the above referenced customer regarding Pepco's collection practicesI regret the customer’s perception of our collection Policies and procedures are harassingHowever, 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 customersAlso, 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)

Ninth Street, NW Washington, DC 20068April 27, [redacted] Trade Practice Consultant Revdex.com 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 $was assessed to the account on January 2, Enclosed is a copy of the paid deposit receipt issued on March 18, 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 $became eligible for a refundHowever, due to an unforeseen delay, the refund process did not start until March Currently, the account is between bill cycles and a new bill will be released shortly for charges totaling $The aforementioned deposit and interest will be applied towards the impending bill, and a difference of $will be refunded to the customer within the next – business days.Regretfully it took more than one attempt to get the assistance needed and accurate information on our deposit refund processFurther, 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)

[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:For the second time, as noted by Pepco reps, the excessive billing was due to an oversight on their part, and Pepco's mismanagement of the process/ProgramTo settle this matter I will obviously seek legal support.Thanks for all your professional efforts, Revdex.com Regards, [redacted] ***

November 14, 2016Mr [redacted] Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Revdex.com H [redacted] Gaithersburg, Maryland 20878Dear Mr [redacted] :This letter serves to respond to the customer's billing concernsI appreciate the opportunity to provide the following information.Attached is a thirty one month billing history comparison from the customer's occupancy date in to the current invoice dateThe account has been invoiced based on a Maryland Residential rate using actual meter reading data from a smart meter TXA [redacted] installed on October 29, As the billing history comparison shows, there was an increase in the kilowatt hour consumption on the invoices issued during the months of January - March 2016, when compared to the same billing period one year prior.Pepco is not in a position to prove or disprove what internal factors may have contributed to the higher than anticipated electric consumptionPrimarily, 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 billIf any of these were not operating efficiently, it could, have caused the usage to increaseIn order to help mitigate the rising cost of energy, the customer may be interested in using Pepco's interactive tool; My Account that can help customers analyze their electric billThe tool enables customers to conduct an energy audit of their home and discover ways to conserve energy and save moneyThe customer may use this free tool by visiting our website at www.pepco.com.On November 8, 2016, the meter TXA [redacted] was certified as being the correct meter for the customer's homeIn addition, the meter was tested and found to be recording with an overall accuracy of percent, which is within the guidelines prescribed by the Maryland Public Service Commission.On November 14, 2016, I spoke with Ms [redacted] and she indicated that she was still concerned about her bills being highI suggested that she may want to contact the property owner so they can inspect the appliances or heating and cooling equipmentI extended the offer of having a free energy survey performed by a Pepco Energy Specialist, which will help identify other ways to saveA Pepco Energy Specialist will be contacting Ms [redacted] directly to schedule that appointmentFinally, based on my review the account has been billed accuratelyMs [redacted] has my direct contact information and can contact me if she has any further questions or concerns.Sincerely,Linda B

[redacted] Street, NW Washington, DC 20068March 3, 2016Mr [redacted] The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: [redacted] * [redacted] Way Upper Marlboro, Maryland Account # [redacted] ***Dear Mr [redacted] :This is in response to complaint # [redacted] , regarding Mr***'s billing concerns for the above referenced accountWe appreciate the consumer for bringing his concerns to our attention.Among other reasons, deposits are requested of customers who have maintained a less than satisfactory payment record over a month period, or due to service interruption for nonpayment of an outstanding billOn a customer relations basis, the deposit requirement of $has been removed on the condition that the bills will be paid in a timely mannerHowever, if the consumer's payment history becomes unsatisfactory, a deposit requirement equal to 2/12ths of the consumer's annual usage may be requested.As reflected on the March bill (attached), the deposit amount has been cancelled (page 2), and the account balance totals $702.91, which includes a past due amount of $366.04, and current charges of $due March 23, 2016.| appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve Mr***'s concernsIf you should have any questions, please contact me at the telephone number referenced above

November 11, 2016Mr [redacted] Trade Practice Consultant Revdex.com 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 depositI 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 months per the Code of Maryland Regulations 02:The amount of a deposit requested will be no more than two twelfths of the estimated annual service for the next twelve monthsDeposits over $may be paid in installmentsDeposits together with accrued interest will be refunded automatically upon demonstration of a good payment record for months or upon discontinuance of electric ServiceOnly one deposit can be assessed on an electric account at a timeIf 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, - Held deposit of $was refunded as referenced on page of July invoice.The deposit was refunded to request a new increased deposit amount of $o November 21, - Held deposit of $was refunded as courtesy as referenced on page ofNovember in Voiceo March 23, - New deposit of $was requested based on the customer payment historyo April 25, 2016- Deposit request of $cancelled as a courtesy, o October 25, - A new deposit of $was requested based on the customer payment history.Page 2Based on the payment history on the account the requested deposit is warrantedOn a customer relationsbasis, the Company opted to waive the deposit requirement of $on the condition that the bills willbe paid in a timely mannerTo 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 $is due by November 15, A credit and collections hold has beenput on the account for 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

Ninth Street, NW Washington, DC 20068March 24, [redacted] The Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404RE: Revdex.com Complaint # [redacted] for [redacted] Account number: [redacted] ***Dear [redacted] :This is in response to complaint # [redacted] , regarding ** [redacted] 's concerns with a call he received with instructions to purchase a reloadable [redacted] card at a [redacted] Store.We can certainly understand the customer's concerns surrounding the experience he describedHowever, Pepco did not initiate a collection call to the above premise on February 23, Pepco encourages our customers to be vigilant and not to provide their personal protected information when they receive suspicious callsAdditionally, if someone claims to represent a company, whether the company is Pepco or another entity, it is important that consumers take precautions to verify the person is affiliated with the company, especially if that person is requesting an immediate monetary payment.Please know that the latest information from law enforcement is that these types of calls seem legitimate because the scam uses a phone number that may appear to originate from PepcoThe person calling also provides a reply phone number that directs customers to a phony automated Pepco answering device.We want our customers to know that Pepco would never threaten to disconnect service without first offering multiple payment optionsAdditionally, Pepco does not endorse a specific form of payment to address past-due balancesIf a customer has any doubt about the validity of a person who claims to represent Pepco, they should call our Customer Care line immediately at ###-###-####.Please know we actively work with authorities to protect our consumersPepco recommends that the customer report this incident to local authorities, including the District of Columbia Office of the Attorney General.Additionally, on March 16, 2016, our credit department extended a liberal deferred payment plan on the current account balance of $6,to the customer** [redacted] made an initial payment of $1,001.50, and the remaining balance of $5,will be payable in monthly installments of $312.00, in addition to the monthly current charges by the due date.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

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 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 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 $and the deposit request of $In addition, we have initiated a month payment arrangement to address the balance of $Beginning with the next invoice a payment arrangement installment amount of $will be included with the current monthly chargesDetails 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 resolvedIf you have any questions regarding this information, you may contact me at the telephone number listed above.Sincerely,Linda B