The Tufnut Works

[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: ***
I am rejecting this response because: Only part of the March 28th bill was recorded as actual. Customers have to take the word of Pepco for reading their meterMy history with Pepco shows that I have never used that much electricity in one month and like I said nothing has changed in my householdI believe since Pepco could not get the reading right, that they estimated my bills more than it should beEver since OctoberI had trouble with Pepco billsI have my bills back to last April and the only time I got a bill for over a $was when was hot outside
Regards,
*** ***

[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: ***
I am rejecting this response because: the money was taken out of my account against my will by PepcoWhen I made my payment over the phone with a live customer agent on April 16th, 2015, I paid the amount I was told I needed to pay, $The agent suggested that I sign up for auto pay to avoid paying late again, since I only paid my bill late by accidentSo I signed up for auto pay that dayOn May 5th, I saw that Pepco had taken out $I called Pepco right away and told them about the error, the customer service agent told me over the phone that they noticed the error and would refund the $to me but that it would take a few weeks and suggested I call back in two weeks to check up on itI called back in two weeks and was told the refund was never processed and that instead they were going to send me a check because the amount they took out of my banking account covered me for both my May and Junebills, leaving me with a credit of $I told them that I did not authorize anyone to pay my June bill in advance and wanted my money backUnfortunately they had me on hold for over thirty minutes and eventually hung up on me as I waited to be transferred to a supervisorWhen I went in person to both of Pepco's customer service locations in DC there were no supervisors present to help me with my issueI then called in again and after about forty minutes was able to speak to a supervisor and they took down my information and told me that they would work to resolve the issue and get back to me, they never did. The issue is that they took money out my bank account, without my permission and then refused to return it back to me when I asked them toI could understand if I had an outstanding balance due and they took it to get my account up to date but they did notThey took out money that was not due to them for another thirty daysThey took my own money that I needed and it was not rightI do not make much money and needed it to buy groceries for me and my son but had limited funds to work with because of this situation with PepcoI was not treated in a professional matter and not given an explanation for why they took out the extra money that was not due to them for at least another month
Regards,
*** ***

July 2015Dear *** ***:This letter serves to respond to the inquiry regarding the refund of a credit balance in the amount of $1,for the above referenced customerI have reviewed the manner in which the account was billed and I would like to offer the following information.Review of
the account reflects that the customer was enrolled in Pepco’s Budget Billing PlanAs a result of the monthly Budget Billing payments, the account accumulated a credit balance, and as of the bill for service from April to May 13, 2015, the account reflected a credit balance of$1,703.49.Subsequently, on May 2015, we received the customer's request for the refundOn May the refund was processed, and on June the check was mailed to the customer's mailing address on record (*** *** **Greenbelt MD***)Our records do not reflect any late charges assessed to the account.I contacted the customer today July and he confirmed receiving the check: however, he insisted that Pepco compensate him for the delay in receiving the refund checkThe refund process takes approximately 10-business days, once a request has been initiated, to ensure the validation of the payment transactionWe feel the refund check was issued in a timely, and are unable to accommodate the customer's request for interest.I trust this information will assist you in responding to the customer's concerns.Sincerely.Stan P

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the PEPCO in reference to complaint ID ***, and find that this resolution is satisfactory to me However, I want the record to show that I wrote and faxed letters, wrote emails and left several messages with the PEPCO Solar Team to no avail I even advised them several months ago that they had copied the wrong company and perhaps that was the problem with me getting permission to turn my solar unit on As a result someone's incompetence, I am now in receipt of a electric bill over $which should have been lessened with the activation of my solar system back in December This issue occurred due to lack of oversight/supervision, follow up and the absence of just plain old fashion good customer service.Thanks to Revdex.com I was able to get someone to resolve an issue in less than 24hrs when it should have been resolved last year if someone did their job
Regards,
*** ***

June 16, 2017Mr* *** *** *** *** ***
*** * *** *** *** ***
*** ** ***RE: *** *** *** *** *** *** *** *** *** *** *** ***Dear *** ***Please accept this in response to complaint #121951.58, regarding ***
*** billing concerns for the above referenced accountWe regret to hear that the consumer has to contact us more than once to have her concerns addressedI have reviewed the consumer's account and would like to offer the following informationAttached is a billing statement from January 8, 2016, to July 13, 2016.The consumer has been the accountholder from January 8, 2016, to July 13, *** *** account was closed as of July 13, 2016, which resulted in a final bill balance of $290.41.Our records indicate the bills were initially estimated on meter ***, which was not Communicating remotely with our meter data management systemSubsequently, the existing meter 1*** was exchanged with new meter ***, which resolved the issueThe new meter was updated to the billing records effective April 7, 2016.As reflected on the billing statement, bills from January 8, 2016, to April 6, 2016, were estimated and bills from April 7, 2016, to July 13, 2016, were based on actual meter dataAfter completion of my review, an adjustment for the February bill from January 8, 2016, to February 4, 2016, was not needed, since the consumer was billed for ***However, the estimated March bill for kWh in the amount of $279.17, and the April bill for kwh in the amount of $279.80, were revised using a per day average of kWh from the service period April 7, 2016, to July 7, 2016, which was based on actual meter data from the new meterAs a result, the March bill was revised for kWh in the amount of $126.39, and April bill was revised for kWh in the amount of $142.93.For the service period February 5, 2016, to April 6, 2017, the difference between the original billed amount $and revised amount $is $308.65; therefore, a credit adjustment of $was applied on the accountAfter applying the credit adjustment of $308.65, a peak energy savings credit of $3.75, and a late fee removal of $3.67, from the final bill balance of $290.41, a credit balance of $25,remalmS.A refund request has been submitted to return the credit amount of $to *** ***This process normally takes business daysWe appreciate the consumer's patience while this matter was being resolved.regret any inconvenience the consumer may have experienced as a result of this matter and trust this information will serve to satisfactorily resolve *** ***'s concerns.Sincerely,Harvey H

Ninth Street, NW Washington, DC 20068April 12, 2016*** *** *** The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** *** Capitol Heights, Maryland Account #*** *** ***Dear *** ***:This is in response to complaint #***,
regarding *** ***'s billing concerns for the above referenced accountWe appreciate the consumer for bringing their concerns to our attentionI have completed a review of the account and would like to provide the following information.As a result of previous meter access issues, the customer's bills from December 11, 2015, to March 7, 2016, have been estimatedSubsequently, on April 8, 2016, a Pepco meter technician found irregular metering conditions, which have been correctedOur technician completed the installation of a smart meter (***), which replaced the analog meter (***) at the premise.We are in the process of cancelling the estimated bills and issuing corrected bills for the service period from December 11, to March 7, Once the billing adjustments have been completed, a refund for any credit balance will be processedWe anticipate these transactions will be completed within the next days.I appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve *** ***'s concernsIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

August 26, 2015Dear *** ***:This letter serves as a response to your inquiry on behalf of our mutual customer, *** *** *** regarding the assessed deposit for $at the above referenced address.Enclosed are copies of the bills for service rendered on October 23, to October 4, at
the customer's former address at *** *** *** ** ***, Washington, DC, to assist in clarifying the followingDeposits are requested from customers as stipulated in The General Terms and Conditions for Furnishing Electric Service in Maryland, page and 17, section (enclosed)Nine disconnect notices, one reminder notice, one deposit warning and one final bill reminder notice were rendered during the billing period provided, which represents an unsatisfactory payment historyAs a result of unsatisfactory payments, on January 28, 2013, a deposit for $was assessed on the former accountSubsequently, a deposit in the amount of $was appropriately assessed on the customer's current account in MarylandThe deposit amount is two twelfths of the annual historical usage at the premise.Based on the deposit criteria outlined in the tariff and the customer's payment history, the request for a deposit is warrantedThe deposit has been paid in full as a result of allocating incoming payments towards the depositLate payment charges totaling $were waived; however, the paid deposit and accrued interest will be automatically refunded, provided the customer demonstrates satisfactory paying habits over a consecutive twelve month periodA zero ($0) balance is required at the time of the request to switch the account into the customer's wife's name.I trust this information will assist you in responding to the customer's concernsIf you should need further assistance, please contact me.Sincerely,Stephanie R

I regret that our attempts to assist the customer in resolving his ongoing billing concerns were unfavorable. However, there is no further action the Company will take in addressing this matter. Should the customer continue to dispute the results of our investigation, he may want to contact the Maryland Public Service Commission at ###-###-#### to file for a formal review

On December 21, 2017, Pepco responded to an outage at *** *** *** ***, MarylandPepco discovered a motor vehicle made
impact with a poleA crew was contacted immediately to replace the poleIt
was determined that the customer’s service entry box required repairs
These
repairs would need to be completed and inspected prior to reenergizing service
On December 29, 2017, inspection was completed by Prince
George’s County Department of Permitting, Inspections and EnforcementAn email
request was received from the Office of the Customer Advocate regarding the
outageCustomer Advocate Rachelle N*** coordinated with Pepco’s Engineering
and Construction department and service was re-energized on December 30,
Pepco understands the customer’s frustrations regarding the
delay in service restorationThis delay in process has been addressed
internallyIf you sustained a loss that you feel is Pepco’s responsibility,
you may file a claim by calling ***, Monday through Friday, between
8:a.mand 4:p.m

Ninth Street, NW Washington, DC 20068March 23, 2016*** *** *** The Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** *** Germantown, Maryland *** Account: *** *** ***Dear *** ***:This is in response to complaints#
***, regarding *** ***'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.A security deposit may be required from a new, present, or former Pepco customerIn Maryland, there is no maximum deposit limit of $for residential customersDeposit amounts are based on 2/12ths of the estimated or actual consumption or highest usage for any 60-day period during the last twelve months.On October 27, 2015, the customer's initial bill was rendered in the amount of $329.15, which included a deposit of $and current charges of $79.15, which has been paidSubsequently, there was a delay in rendering the customer's bills from November through February 2016, due to a programming issueThe issue was resolved and the bills were each issued in succession on March 1, and 4, We understand receiving timely bills is important and sincerely apologize for the delayThe current account balance is $which is due by March 25, However, on March 18, 2016, customer paid $736.34, and the account is current.All of the customer's bills have been based on actual metered data, Which has been confirmed in our meter data management systemThe bills are a reflection of the customer's usage as registered on the meterFor your convenience I have attached is a billing history from October 3, 2015, to February 23, 2016, to assist you in reviewing the customer's billing and usage data.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H

Ninth Street, NW Washington, DC 20068April 27, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** ***
*** *** *** Fort Washington, Maryland Complaint No: ***Dear *** ***:This letter serves as a final response to *** ***'s follinquiry.We are pleased to report on April 13, 2016, consolidated bills were released for services on January 29, through March 28, (attached).Once more, we appreciate the patience and additional time allotted to make the necessary corrections towards the electric accountPlease do not hesitate to contact me with any additional Concerns.Sincerely,Stephanie REnclosures (6)

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

July 9, 2015Dear *** ***:This letter serves to respond to the Net Energy billing for the above referenced accountI have reviewed the manner in which the account has been billed and offer the following information.Review of the account reflects that the customer was given authorization to start
using her Solar panels on December 19, The process for billing Net Energy Meter (NEM) customers requires the bill to be pulled on the scheduled bill date and processed manuallyAt the time of this customer's scheduled billing, Pepco was in the process of switching over to our new customer information system upgradeUnfortunately, the switch over prevented the account from being forwarded to the proper NEM personnel for processing in a timely mannerIn addition, the customer has an alternate supplier; which further delays the billing of the account, because the usage information is submitted to them to process their portion of the bill for generation.The account has now been billed for service from December 4, to January 10, 2015, which was mailed on July 2, A subsequent bill was generated for service from January to February 2, 2015, and mailed on July 8, Each bill reflects the customer's monthly NEM credits (see attached)The process has begun to generate the customer's billing for service to the current bill date.Please extend our sincere apology to the customer for the delaying in the billing of the account.Sincerely,Stan P

Date: Tue, Jan 26, at 1:PMSubject: *** *** Fw: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: [email protected], ***@myRevdex.com.orgDear *** ***, I just spoke with *** *** today in response to her Revdex.com complaint
#*** I advised her that once her account is invoiced on or after January 29, 2016, that I would contact her to establish a more affordable installment payment plan for up to months I further advised her that her account has a credit and collection hold in place to prevent any collection action until this payment arrangement has been established The customer has my direct contact information for any follow up concerns The customer was satisfied at the end of the call. Thanks, Linda *B***| Special Investigations Representative Pepco Holdings, Inc| Customer RelationsNinth Street N.W| Washington, DC 20068 *** |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I need clarity from a representative from the corporate office please for clarity.
Regards,
*** ***

From: Date: Sat, Jul 25, at 11:AMSubject: To *** *** re Complaint #***-Potomac Electric Power Co.To: *** Did not understand I was to respond to your e-mail - sorry.Complaint has been resolved - I am thrilled! Thanks for your help.*** ***

August 12, 2015Dear *** ***:This letter serves as a response to your inquiry on behalf of our mutual customer, *** *** *** regarding the assessed deposit for $200.00.Enclosed is a billing summary for services rendered from December 31, to November 26, from the customer's former
address at *** *** ***, Landover, Maryland, to assist in clarifying the followingDeposits are requested from customers as stipulated in The General Terms and Conditions for Furnishing Electric Service in Maryland, page and 17, section (attached)Six disconnect notices and three reminder notices were rendered during the billing period provided in the billing summary; this represents an unsatisfactory payment historyTherefore, a deposit in the amount of $was assessed on her Current account.Based on the deposit criteria outlined in the tariff and the customer's payment history, the request for a deposit is warrantedThe deposit has been paid in fullBoth the deposit and accrued interest will be automatically refunded, provided the customer demonstrates satisfactory paying habits over a consecutive twelve month period.I trust this information will assist you in responding to the customer's concernsIf you should need further assistance, please contact me.Sincerely,Stephanie R