The Tufnut Works

Please accept and express my sincere apologies to the customer for the oversight by not addressing this complaint along with joint complaint number: ***I offer you the following information as it relates to the findings at the above referenced address.The account records reflect a deposit in
the amount of $was requested at the time the new account was established at *** *** Drive; subsequently, the deposit was paid in full on June 9, Upon further review of the deposit criteria outlined in The General Terms and Conditions for Furnishing Electric Service in Maryland (GTC), pages and 17, section (attached), it has been determined the deposit was in fact assessed erroneouslyAs a result of these findings, the paid deposit has since been applied towards the account balance.Regretfully, it took more than one attempt to get the assistance needed, including accurate information as it relates to the Company's policy on deposit assessmentsFurther, we apologize for the less than favorable encounters experienced when interacting with our call centerPlease do not hesitate to contact me if you should need further assistance.Sincerely,Stephanie R***Enclosure

Ninth Street, NW Washington, DC 20068*** *** *** Revdex.com K StNW Washington, DCRE: *** *** *** *** *** Washington, DC ***Dear *** ***April 12, 2016Stan P*** Special Investigation Representative Customer Relations Research and Resolution
Department***This letter serves to respond to the above referenced customer regarding the billing of her accountI have reviewed the manner in which the account was billed, and would like to offer the following information.Review of the account reflects that the customer made a payment of $on March 1, On March 21, 2016, a bill was rendered for service from February to March 18, 2016, in the amount of $431.31, which consisted of the past due amount of $197,that represents a returned check in the amount of $and a $returned check chargeThis check payment was returned on April 11, The bill also included the customer’s monthly budget installment of $However, under thecircumstances I have taken steps to have the return check fee waived.I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan P

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Attached is a twenty-two (22) month billing history statement to assist in clarifying the following informationA Final Notice of Service Termination was issued on December 8, requesting the past due balance of $1,to prevent the interruption of service on or after December 23,
The notice continued to advise a security deposit may be assessed or increased if a deposit has already been assessed on the accountA deposit in the amount of $was assessed on December 9, According to Pepco’s records, *** ***’s service has been terminated four (4) times within the past twelve (12) months due to non-paymentOn June 1, 2017, a Final Notice of Service Termination was issued requesting the past due balance of $1,to prevent the interruption of service on or after June 16, 2017. Payment was not received and service was terminated on June 21, Pepco restored service after receiving a payment of $1,A six (6) month installment plan was established for the balance of $and the deposit amount of $which defaulted on July 20, due to insufficient payment. On July 13, 2017, Pepco received a request to waive the depositThe request was denied due to the account historyPepco’s position remains the sameThe current account balance is $1,013.24, including $in current charges, a late payment charge of $2.65, reconnection fee of $35.00, outstanding deposit amount of $and $in a past due balancePepco is willing to establish a six (6) month installment plan after a payment of $due by August 16, The customer may contact Customer Service at ###-###-#### to make payment and establish the offered payment arrangementFailure to adhere to the terms of the installment will result in the installment plan defaulting and collection activity, up to and including termination, to resumeI trust this information will assist you in addressing the customer’s concerns.Sarah M***Escalated Investigations Representative

This is a follresponse to complaint #***, regarding Mr***'s billing and customer service concerns for the above referenced accountWe regret that the consumer is not satisfied with the Company's responseHowever, as previously explained, AutoPay functioned as it shouldAutoPay correctly pulled the "Amount Due" on the issued bill on the due date.Quality customer service is an integral part of our commitment to our customersOur goal is to ensure that customers who contact us are helped as quickly as possible in a courteous and professional mannerWe regret to hear that this was not the case and sincerely apologize for any inconvenience the consumer I may have experienced as a resultMr***'s feedback has been shared with our Customer Service management team to aid in making customer service improvements.| trust the information will assist you in responding to Mr*** and thank you for the opportunity to | respond. Sincerely,Harvey H**

[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 partially satisfactory, could have been completed much earlier to avoid the excessive utility bills PEPCO's statement attempts to deny any wrongdoing, but I disagree While I acknowledge that the meter has been reading correctly, it is not unheard of that a meter in a new building like this be connected to a different unit by mistake, regardless of the accuracy of the meter Had the company acknowledged that a sudden monthly surge in energy consumption of 3-times my usage was abnormal, they could have sent a technician to confirm that the meter was reading only the usage from the correct apartment That could have ruled out an exterior problem, and strongly suggested a problem with an appliance within the unit Instead, they repeatedly suggested I look at ways to save energy But telling me to use LED light bulbs and implying that the problem was my ignorance in how to properly manage my energy usage was was not helpful More importantly, and for the record, the technician that finally came out (a week AFTER I had paid $out of pocket for an electrician) provided me with the daily energy consumption for my unit that included the year PRIOR to my move-in Since I am the first person to live in this unit, the unit was EMPTY during that previous year (2014- Feb 2015) A quick look at these charts shows that the daily energy usage was extremely high Had they taken my concerns seriously, they would have seen that an empty, unused apartment was drawing 1,- 2,000+ kWh every month!!! That is insane This should have stood out as abnormal, and they could have alerted me to this fact, or sent someone to investigate why an unused apartment would be causing a $250+ electric billand perhaps that something OTHER than my own usage was causing the high bills Instead, PEPCO told me to look at ways to save energy Unacceptable I accept that the meter is accurate, and that the charges they assessed were correct for the energy drawn by me, OR a faulty HVAC unit But PEPCO's FAILURE to assist in a productive manner is not excusable, and they should not be able to dismiss any involvement in the matter They need to acknowledge that they should have done more to help me rule out possible errors, and taken these legitimate complaints more seriously, and we could have identified and solved the problem much earlier
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,
*** ***

Customer Service interaction remarks dated February 17, state that *** *** was advised the request to waive the security deposit was denied due to payment history. We sincerely apologize for the subsequent miscommunication provided by multiple Pepco employees regarding the
return of the $security deposit; we will work to send a security deposit refund policy refresher communication to our representativesProvided the next months of payments are made in full and on time by the due date, the $security deposit will be eligible for refund in February of The deposit was assessed in November The account has been carrying an outstanding balance for greater than two yearsA utility can ask an existing customer for a security deposit if the customer has had two late or missed payments in one year, had service disconnected, is more than months past due on his/her accountThe utility must return the deposit with accrued interest after deduction for any charges owed when the customer discontinues service, if the customer has a good payment record for one year, and or if the customer otherwise establishes creditWith an initial payment of $by the February 24, due date we are willing to re-instate the customer’s Budget Billing Plan and place the remaining delinquent balance on an installment planPlease have the customer contact me (Ms.G***) at ###-###-#### after making the payment to provide proof and to accept the Budget Billing and or the installment plan offer

[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:
Please forward the following response to *** ***
Regards,
Martin Mendoza
Dear *** *** ***Please respond to the following questions:1. Why did you not follow up with the Pepco credit department after receiving my initial complaint to inquire if in fact a credit check had been done as it was suppose to when service was initiated?2. Why did you simply just issue a canned response without doing further investigation?3. You included Pepco's security deposit policy in your previous letter so you are seemingly aware of what is in it. The policy clearly states that the security deposit can be waived if the customer has "homeowner status" or can demonstrate stable, longterm employment. Why did you not present these as options to me for having the security deposit waived? Why did you choose to remain silent on this and stick to your demand for $280?4. It is *** ***. Why do you insist on calling me *** *** when all the communication you have received from Revdex.com says otherwise?Thank you,*** *** ***

April 28, 2017*** ***: This is in response to complaint #*** regarding *** ***’s request for a refund of a paid deposit of $on the consumer’s former Pepco account. We regret any inconvenience the consumer may have experienced as a result of this matter Attached is a
copy of the final bill for service from February 11, to February 18, I have reviewed the consumer’s account and would like to provide the following information. The purpose of the deposit is to guarantee payment towards electric service amounts that may be owed at final billing*** *** contacted Pepco to close the electric account on February 18, 2016. Subsequently, a final bill for service rendered through February 18, 2016, resulted in a credit balance of $21.96. As reflected on page of the final bill, the previous paid deposit of $and accrued interest of $was applied to the final bill amount of $18.06. An additional interest amount ($0.03) was applied to account which increased the credit balance to $21.99. Our records indicate a refund check for $was previously issued and mailed on July 18, 2016, and again on October 3, 2016; however, the post office returned the refund check both times. Once refund checks are issued, they are valid for a period up to daysTherefore, we have reissued a refund check in the amount of $21.99, which will be mailed to the consumer’s forwarding address of *** *** *** *** **, Silver Spring Maryland ***. *** can expect to receive the replacement check in the next to daysWe appreciate the consumer for their patience and understanding while this matter was being resolvedI trust this information will serve to satisfactorily resolve *** ***’s concerns and I appreciate the opportunity to respond

Ninth Street, NW Washington, DC 20068May 6, 2016Mr*** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** #*** Silver Spring, Maryland Complaint No: ***Dear Mr***:This letter serves as a
response to your inquiry received on April 21, on behalf of our mutual customer, Ms*** ***'s request for a refund.Upon further review of the metering and billing records, we determined the account was closed on January 31, 2016, for a credit balance in the amount of $(attached)The final bill was sent to the service address, as a forwarding address was not given at the time the customer closed the accountOn February 18, 2016, the customer inquired about the status of the refund and also provided a forwarding address: *** *** *** *** **, Memphis, Tennessee On February 26, 2016, a refund for $was processedIn April 2016, the customer initiated another inquiry which revealed the mailing address was entered incorrectlyAs a result, the customer did not receive the refundAfter confirming the original refund remained outstanding, a stop payment was issued, and a new refund request was released on May 6, 2016.We apologize for the inconvenience and confusion this matter has causedI trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie R

[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:This company should not be allowed to get away with the fact that due to their wanting to replace their meter I am being negatively affected in such a wayIt is not acceptable to me that a utility company should be allowed to bill their customer in such a wayThis is not the first problem I have had with their customer service and billing issuesI am not able to change company's as they are a the only company who has the ability to provide me with electricityIf this were any other utility such as cable or cell phone, I would have changed service by nowThis is all heir fault and I want a discount applied to my account to account for this fact.
Regards,
*** ***

Date: Fri, Jan 8, at 2:PMSubject: Response from Pepco - Revdex.comCase # *** *** *** - *** *** *** Upper Marlboro, MD ***To: [email protected]: ***@myRevdex.com.org*** *** ***, The electric service at *** *** *** in Upper Marlboro, MD for *** *** has been
reconnected on January 6, as part of completion of the electric heavy up at the service addressWe apologize for any inconvenience this matter may have caused the customer. Thanks, Linda *B***| Special Investigations Representative Pepco Holdings, Inc| Customer RelationsNinth Street N.W| Washington, DC 20068o: ###-###-#### |

February 23, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10th Floor Washington, DC 20005-3404Re: *** ***Revdex.com Complaint #***Dear *** ***:This letter is in response to your inquiry on behalf of *** ***I have completed my review of
*** ***’ account and would like to provide the following information.Attached is a bill history statement from November 21, to February 10, for your reviewBased on my investigation of the customer’s account, all the bills were based on actual, cumulative remote meter readingsAlthough Pepco cannot provide information on what internal factors contribute to the customer’s electrical usage, it is notable that the billing history reflects higher electrical usage during the winter months (November through May).Our records indicate that the customer’s heating source is electricThis information may help explain the higher than expected winter billsGenerally, as external temperatures fall, the heating system has to work harder to maintain the temperatures set on the customer’s thermostatTypically, increased winter consumption may be attributed to increased usage/demand for equipment and appliances that provide heating.Currently, the customer’s account reflects a total balance of $that is due on March 3, 2016, which includes the prior balance of $306.00, a $late payment charge, and $in current chargesAdditionally, the balance includes $in outstanding supplier charges from a prior address (*** *** *** Hyattsville, Maryland)If the customer would like to establish payment arrangements, please have her contact us.As it relates to *** ***’ supplier billing issue with *** *** Supply; deregulation bylaws prohibit Pepco from discussing supplier related inquiries, policies and/or practicesThis includes supplier changes, charges, or feesFurthermore, the customer’s present balance does not include any supplier chargers from her current address.Thank you for allowing me the opportunity to respondIf you have any questions, please contact me.Sincerely,Shannah F

October 8, 2015Dear *** ***.This is in response to complaint #*** regarding *** ***'s billing concernsI have reviewed the account and would like to offer the following information.Attached is a billing history for service from January 28, to October 1, Actual meter readings
were used to bill your account each month during the referenced periodThe meter readings are consistent and have been verified in our meter data management systemAs meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing.On October 8, 2015, a meter accuracy test was performed and the results of the test indicate that the meter is recording electricity at an overall accuracy rating of 99.9%, which is within the allowable parameters (98% to 102%) prescribed by the Maryland Public Service CommissionAdditionally, an actual meter reading (14616) obtained during the test serves to further confirm the accuracy of the bills.Although Pepco cannot identify what internal conditions or equipment may contribute to the consumer's electrical usage, our consumers are encouraged to use our free on line energy management tool, "My Account," which may be accessed via www.pepco.com for more detailed energy information, Such as daily and hourly consumption to help them analyze their energy usage and identify ways to conserve energy.In conclusion, we found no inconsistencies with the recorded meter readings and the meter test results confirmed that the meter is recording usage accuratelyTherefore, the bills are an accurate reflection of the electrical usage as registered on the meter and a billing adjustment is not warranted. I trust this information will serve to satisfactorily resolve *** ***'s concerns and I appreciate the opportunity to respondIf you should have any questions, please contact me.Sincerely,Harvey H

[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: None of this information nor their narrative is accurate, and is all false. Again, they do not even indicate at what time and the exact amount of the deposit they placed or the account nor does it indicate the numerous times they made errors in the due dates, payment arrangements, etc. Please also see attached which was pulled online just last week. You clearly see the $odd dollars they added with no explanation. Please see the last bill pulled below, which is only pages long. Again, Pepco is taking full advantage and still telling information. After all of this and the investigator confirming that the power would be off on the 9th, the bil wasn't even due until the 18th, so why was there a cut off notice in their system and again I not even received it and the power is still on. This is proof again they are clearly not paying attention and in the past three months, despite me paying over $to Pepco, they added $550, which at first I was told $450, to my account and I am back at $and they still want $and not making any arrangements....they are the only service provider and they should not be able to not make arrangements, especially for someone who is in constant contact and pay out this much for only a one person household.Clearly it just states changes, no explanation of the changes just an amount. Again, I want the deposit waived and I will pay the $now balance, after I made a payment and then I want to be on budget billing. They are the only provider and they know eveyone needs power, don't take advantage of hard working people just becasue you have the power or authority to do so, as it is not ethical and just plain wrong and unfair and they make all the mistakes and the consumers suffer
Regards,
*** ***

April 28, 2016*** *** ***The Revdex.comK Street NW 10" FloorWashington, DC 20005-3404RE: *** ***Revdex.com#*** *** *** ** Bowie, Maryland ***Account number: *** *** ***Dear *** ***:This is in response to *** ***’s concerns regarding payment
arrangements and the security deposit for the above referenced accountWe appreciate the consumer’s feedback and would like to offer the following information.One of the reasons existing customers may be assessed a deposit is failure to maintain a satisfactory payment historyHowever, before the deposit is assessed customers are notified in writing to contact us if they need assistance or would like to make payment arrangementsThe notification also informs consumers that a security deposit may be assessed and that any existing security deposit being held may be increasedAdditionally, if assessed, the deposit will be returned with interest once a satisfactory payment history is established.In some instances we will make an exception to our deposit policy and as a one-time courtesy, we will waive the deposit upon payment of the account balance in fullWhen this exception is made, the customer is informed that failure to pay future bills on time will result in the deposit being reassessedAlthough it is not our intention to cause any undue hardship for *** ***, her failure to pay her bills in a timely manner resulted in reassessment of the depositTherefore, although the deposit will not be waived a second time, we are able to offer *** *** a 12-month installment plan on her total balance*** *** may either contact me at the telephone number referenced above or Customer Care at ###-###-#### to establish the payment arrangements.Thank you for the opportunity to respond.Sincerely,

Ninth Street, NW Washington, DC 20068December 10, 2015*** *** *** The Revdex.com K St NW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** ** **Washington, DC ***Dear *** ***:This is in response to complaint #***, regarding *** ***'s
billing concerns for the above referenced accountWe appreciate the consumer for bringing her concerns to our attention.As of result of the consumer filing Chapter bankruptcy protection on June 11, 2015, *** ***'s former account (*** ***) was closed through the date of the petition, which resulted in a credit balance of $A post-petition account (*** ***) was then established for billing of services and charges incurred after the petition date of June 11, 2015, and the consumer is responsible for payment of all post-petition billsSubsequently, the credit balance of $was applied to new account.In accordance with U.SBankruptcy Code Section 366, the utility is entitled to receive, within twenty (20) days, after the date of this order for relief, adequate assurance of payment in the form of a depositTherefore, *** ***'s request to waive the deposit amount of $has been denied.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

The service address Ashburn, Virginia *** is not in Potomac Electric Power Company (Pepco) service territory. This address may be service by *** *** ***, *** *** ***, Fairfax, Virginia ***, telephone number ###-###-#### or web site dom.com

Date: Tue, Jan 24, at 11:AMSubject: FW: [EXTERNAL] You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "***@myRevdex.com.org" Good Morning *** ***, I am unable to locate an active account for *** ***
*** using the address, email or phone number provided. Michelle G