The Tufnut Works

July 11, 2016*** *** ***The Revdex.comK Street NW 10" FloorWashington, DC 20005-3404RE: *** *** Revdex.com #*** *** *** ** *** ***, Maryland ***Account number: *** *** ***Dear *** ***:This letter is in response to *** *** ***’s concerns regarding
service interruption.*** ***’s service was interrupted due to a past due balanceNotification of potential disconnection was sent to *** *** on June 3, 2016, and advised that service would be interrupted on or after June 18, unless a payment or payment arrangement was madeNeither a payment nor arrangements wereestablished and *** ***’s service was interrupted on June 28, 2016.*** *** rendered a partial payment on June 29, I contacted him and made an exception to restore service and placed the remaining balance on a 12-month installment plan.We appreciate the opportunity to respond to this matter and apologize for any inconvenienceSincerely,Michelle G

June 9, 2015Dear *** ***:*** *** contacted our Office of the Customer Advocate via e-mail on May 26, in an attempt to resolve her billing concerns.The customer’s complaint was reviewed and on June 2, 2015, we provided the Office of the Customer Advocate with the following response to
share with the customer:• The customer was registered for auto-pay via our e-bill siteAs such, payments for the erroneously billed amounts of $2,and $1,respectively were authorized and credited to the accountPlease see the attached statement for further clarification: The reverse metering condition has been corrected and all invoices from March forward have been based on correct meter dataAs the statement indicates, the credit balance up to 04/17/was $3,A refund check for this amount was mailed to the customer on 05/18/and to date the balance due is $82.36.Thank you for allowing me the opportunity to respond to the customer’s complaintI trust this information will assist you in responding to *** ***’s concerns.Sincerely,Richard C

October 9, 2015Dear *** ***.This is in response to complaint #***, regarding *** ***'s billing and customer service concerns for the above referenced accountWe appreciate the Consumer for bringing his concerns to our attention and for his feedback.On July 31, 2015, *** ***
contacted Pepco to update information for his final bill and made a payment of $for service from June 4, to July 6, Subsequently, on August 3, 2015, a final bill invoice in the amount of $was rendered for service from July 6, to July 30, 2015, due August 24, On August 26, 2015, a collections notice was mailed to the customer and on September 5, 2015, the account was released to collectionsSubsequently, a payment of $was received on September 8, 2015, and the account was paid in full.Unfortunately, as a result of a processing issue, the mailing address was not updated Correctly when the customer contacted us on July 31, This resulted in the final bill invoice and collections notice being mailed to the consumer's former address, instead of *** *** *** *** ***, Alexandria, Virginia***.We apologize for any inconvenience the consumer may have experienced as a result*** ***'s feedback has been shared with our Customer Service management team to aid in making customer service improvements.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

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because:
Why did any part of the deposit need to paid on a closed account? There should not be ANY security deposit on a final billWhat do you need to hold a secutiry deposit for? On a final bill at thatTo waive a portion of the deposit means that you are holding some of itAgain, why? I am no longer a customerThat is illegalHow much of the $deposit was paid? Why do you still have it? Why wasn't the refund paid to usage? That is illegalIt is theftPerhaps you should show your accounting departmentWhat you are doing is illegal, and I am prepared to file suitHopefully it ends in a class action lawsuit because there must be more people being scammed.
***
*** ***

May 9, 2017*** *** *** Trade Practice Consultant K Street, NW, 10th Floor Washington, DC 20005-3404Re: *** *** of *** *** *** *** of MDRevdex.com Complaint #***Dear *** ***:This letter is in response to your second inquiry on behalf of *** *** ***I regret my previous response did not satisfactorily resolve *** ***’ concerns.On Wednesday May 3rd, *** *** spoke to MrG*** (Quality Control Compliance Officer) and was advised that the materials for his project will delivered on Friday, May 5thHe was also advised that his project has been approved and once the materials arrive, he will be contacted to schedule a time for the work to be completedMrG*** has agreed to touch base with *** *** weekly until the project is completedIn addition, *** *** was directed to contact him directly, if he had any further questions or concerns.I trust that this information will serve to resolve *** ***’ ongoing concernsIf you have any questions, please contact me.Sincerely,Shannah F

Date: Tue, Sep 6, at 10:AMSubject: Response from Pepco - Complaint filed with Revdex.com #*** - *** *** - *** *** ** *** *** Oxon Hill MD *** ***, This email is in response to your complaint filed with the Revdex.com regarding a claim for loss due to an extended outage experienced during June It is my understanding that our Claims Department Representative, MrDennis M*** has reached a settlement agreement in the amount of $ That check will be mailed to you within the next business days Please feel free to contact me directly if you have any further questions or concerns about this claim. Thanks, Linda B

[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,*** ***

June 30, 2017 RE: *** ** *** *** *** ** ***Washington, DC ***Pepco Number *** *** *** Dear *** ***: Please accept this in response to complaint #***, regarding *** ***s billing concerns for the above referenced account. I regret to
hear that the consumer has to contact us more than once to have her concerns addressed. *** ***s concerns have been shared with our Customer Service Management Team to aid in making customer service improvementsI have reviewed the consumer’s account and would like to offer the following information Attached are copies of the revised bills for May and June On May 11, 2017, *** *** was incorrectly billed for kwh. Subsequently, on June 13, 2017, the consumer was billed for kwh. In order to correct the billing, it was necessary to cancel the May and June bills, and re-invoice for those service periods, with the corrected usage for kwh and kwh, respectively On June 27, 2017, revised bills for May and June were issued to reflect the correct usage and charges, which resulted in a credit balance of $328.75. A refund request has been processed and the refund will be issued on July 18, Because the account is scheduled to bill prior to the issuance of the refund, the refund will be issued, after deductions of the current charges for the next bill. We appreciate the consumer’s patience while this matter was being resolved and apologize for any inconvenience the consumer may have experienced I trust this information will serve to satisfactorily resolve *** ***s concerns. Sincerely, Harvey H**

September 25, 2015Dear *** ***.This letter serves as a response to your inquiries received on September 10, and September 23, on behalf of our mutual customer, *** *** 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 *** *** bank account are ***The following electronic check payments were dishonored: $on August 10, 2015, and $on September 9, 2015; a $return fee was assessed to each transaction, and checking privileges were subsequently revoked.The customer's request to waive return fees totaling $was honored and checking privileges has been reinstatedOn September 17, the account was enrolled into our Direct Debit program, which allows the customer to pay the bill automaticallyTo avoid overpayment and confusion, the customer is encouraged to log into My Account and remove the aforementioned banking informationLogin 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

September 18, 2015Dear *** ***:This letter serves to respond to the inquiry regarding the security deposit of Sl requested by Pepco for the above referenced customerI have reviewed the manner in which the account was billed and offer the following information.Review of the account
reflects that the account was established in the customer's name effective April 1, All new Maryland customers are required to pay a deposit; therefore, when the initial bill was prepared, a deposit in the amount of $was requested along with the first billHowever, before the bill was rendered, a block was placed on the account to review the billing before it was releasedUnfortunately, the block was not removed in a timely mannerTherefore, the bills for April, May, June and July were not released until July 24th, 27th, 28th and 29th 2015, respectively.As a result of the error, we have opted to waive the paid deposit in the amount of $Please extend our sincere apology to the customer for the billing errorI trust this information will assist you inresponding to the customer's concerns.Sincerely,Stan P.Special Investigation Representative

October 19, 2015Dear *** ***:This Letter serves to respond to the deposit request for the above referenced customerI have reviewed this matter and would like to offer the following explanation.Deposits are requested from customers as stipulated in The General Terms and Conditions for Furnishing
Electric Service in Maryland (GTCMD), page 17, Section (attached)Although monthly payments were received, in some instances the customer's estimated payment did not equal the total amount of the bill, resulting in an arrears balanceDuring past months, six reminder notices, two disconnect notices were rendered, which represents an unsatisfactory payment recordConsequently, a $deposit was requested with the bill for service to September 23, The deposit represented approximately two-twelfths of the customer's annual usage.Deposits with accrued interest are refunded automatically upon demonstration of a good payment record over a twelve month periodIn addition, the customer was given an opportunity to pay the deposit in installments, but she refusedHowever, that option remains open should she decide to enter into that payment plan.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 while Mr P*** restates the response from his prior letter that the process may take 3-4weeks, he fails to note that weeks have already elapsed since his prior letter dated November 9th with no discernible change in the situationAdditionally, I have been in contact with Ms N*** at Pepco since October 17th , a total of weeks ago - again with no evidence of progress towards initiation (let alone completion) of the jobFurthermore, the work request was submitted to Pepco in March - a total of months ago, a time period which far exceeds 3-4weeksI am requesting specific information regarding the date when the job will be initiated and completed
Regards,
*** ***

According to Pepco’s records, *** *** previously established service with Pepco effective March 1, for
service location *** *** *** *** Apt ***, Rockville, MDThe account
was final billed September 26, in good standing
When *** *** established service
for current service location *** *** *** Apt ***, Rockville, MD, a
deposit was assessed in the amount of $in accordance with *** ***
According to *** ***.**, a customer may establish credit by showing that
they were
a customer of a Maryland utility within the preceding years, does not
currently owe any outstanding bills for utility service to a utility doing
business in Maryland, did not have service discontinued for non-payment of a
utility bill during the last months that service was provided, and did not
on more than two occasions during the last months that service was provided,
fail to pay a utility bill when it became dueIf the customer does not meet
the referenced requirements, Pepco is willing to
accept a letter of credit form the customer’s previous utility provider to
establish credit*** *** may forward the referenced documents via fax at
###-###-####
According to *** ***.**, an individual years
old or older applying only for residential service is exempt from any cash
deposit requirement if the individual presents satisfactory proof of age, intent
to be the primary consumer of the service as evidenced by lease, mortgage,
rental agreement, or title to the dwelling unit to be served being maintained
in the name of the applicant, and the absence of any outstanding bill owed to a
utility for service*** *** does not meet the age requirements for deposit
exemption as established by the Maryland Public Service Commission
Pepco’s position remains the same
The request for the deposit to be waived is deniedBased on our review, no
further adjustment is warrantedThere is currently a zero-account balanceThe
deposit request has been paidThe deposit will be refunded after months of
consecutive good payments or discontinuance of serviceShould the customer
remain unsatisfied, they may contact the Maryland Public Service Commission
regarding their complaint

April 3, 2017*** *** *** Trade Practice Consultant K Street, NW, 10th Floor Washington, DC 20005-3404Re: *** *** of *** *** *** *** of MDRevdex.com Complaint #***Dear *** ***:This letter is in response to your inquiry on behalf of *** *** ***I have completed my review
of *** ***’ complaint and would like to provide the following information.*** ***’s information was forwarded to a Program Manager at *** ***, Pepco’s principle contractor on this energy efficiency projectThe Program Manager has coordinated a meeting with a *** *** Quality Analyst/Quality Control InspectorThe inspector will be visiting *** ***’ premise Tuesday, April 4th.Thank you for allowing me the opportunity to respondIf you have any questions, please contact me.Sincerely,Shannah F

[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:Although the cause has been determined unless I can get on the budget plan now a payment plan will not help me catchI was recently unemployed for years and havent been employed for a year yetPlaying catch up is a hardship for me right now do to a reduction in salary because I truly needed employmentAlthough none of this is your problem or concern I thought downsizing would helpIm still robbing peter to pay paulAlso I was told I could receive a letter on these findings for my leasing officeI requested it by email and have not received a response
Regards,
*** ***

Please accept this is in response to complaint #***, regarding Mr***'s billing concerns for the above referenced accountWe sincerely apologize that Mr*** encountered difficulties with AutoPay on Pepco's on-line payment system, My Account and that his experiences with Pepco did not meet
his expectationsI have reviewed the consumer's account and would like to offer the following information.Our records indicate that the consumer's March bill amount of $was not paid by due date of April 6, On April 14, 2015, the April bill was rendered in the amount of $228.75, due on May 5, This amount included the prior March bill balance of $and current charges of $Subsequently, on April 16, 2015, the consumer issued a payment request for the March bill amount of $114,49, which was paid from the consumer's bank accountOn the same day, the consumer also enabled AutoPay, in time for the April bill amount due on May 5, Subsequently, on May 5, 2015, the April bill amount of $was processed via AutoPay, as it shouldPlease note: the amount of the invoice changes only at the time of billing; therefore, the AutoPay amount pulled was the amount of the invoice issued on April 14, On May 5, 2015, per Mr***'s request, our Customer Service Center removed the AutoPay option.On May 14, 2015, the "overpayment" credit balance of $was applied against the May current bill amount of $105.92, which left a credit balance of $Subsequently, a refund for the remaining credit of $was issued on May 26, 2015.Based on our review, AutoPay functioned as it shouldAutoPay correctly pulled the “Amount Due" on the bill, in this case $228.75, on the due date, May 5, 2015.Again, we regret any inconvenience the consumer may have experienced as a result of this matter and trust this information will serve to satisfactorily resolve Mr***'s concernsIf you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H**

This
information serves to respond to the complaint filed with the Revdex.com from *** *** *** regarding the billing of his account. I have reviewed the manner in which the
account has been billed and offer the following information
The
customer’s concerns are as a
result of his complaints filed with Pepco’s
Government Affairs Office on October 4, 2017, as well as the Maryland Public
Service Commission (MDPSC) on November 1, 2017.
In which he feels that he is owed $as a result of being bill based
on estimated readings over a period of time
Pepco’s
response on both occasions was to explain that although the monthly meter
readings are not displayed on the bills, all of the bills are based on actual meter
readings. In addition, a detailed billing
and payment statement of his account reflecting the monthly meter readings since
the commencement of service on April 14, was provided for his review. Attached for your review is a copy of that
bill statement
In
fact, the MDPSC, which upheld Pepco’s position explained to the customer that on
October 9, 2013, the Commission issued a letter order that authorized Pepco a
waiver of COMAR 20.50.04.03A (a) which required that the bill forms to
customers show the readings of all meters used for billing purposes. The Commission granted the waiver since “with
the new AMI metering, customer usage is measured and recorded on an hourly
interval basis”, and since the Company will now have to bill customers based on
the total of the kilowatt-hour (kwh) usage of each of the hourly intervals of
the billing period. However, as part of
the approval the Commission noted that the Company is still able to retrieve
individual customer readings from the beginning of the bill period to the end. Therefore, the Commission noted that in case
of disputes, such information will be available to the customer upon request
As
you can see, Pepco complied with the Commission’s order by providing the
customer with a detailed billing and payment statement reflecting the monthly
actual meter readings. Also, the
Commission offered the customer the option of having the meter tested for accuracy
by Pepco in the presence of the Commission’s Engineering Division. As of the date the Revdex.com’s inquiry,
we have not received the customer’s request for a meter test
Thank
you for allowing me the opportunity to respond

*** ***,The following is in response to your deposit dispute. Deposits are requested and maintained in accordance with the Maryland Public Service Commission regulation (COMAR 20.30.02.03). A deposit of $was requested on January 13, based on your payment
history. Our records indicate that we agreed to waive the deposit on March 20, 2017, however, records show that your deposit was not waived. We take our customer service goals seriously and we apologize that we did not meet that expectation. We have reversed the deposit and applied any paid deposit plus interest to your accounts receivable balance. The reversal of the deposit will be reflected on your next invoice. A future deposit may be requested if the payment history warrants. To avoid a future deposit assessment, you may contact us prior to the bill due date to establish a payment arrangement. I hope this information is helpful in responding to your concerns.Thanks, Linda *B***PepcoEscalated Investigations Representative***

Re: Revdex.com Complaint #*** *** *** *** *** *** *** Derwood, Maryland ***Dear *** ***:This letter is in response to your second inquiry on behalf of *** ***I regret my previously response did not satisfactorily resolve *** *** concerns.As stated, a request to start service was submitted online for *** *** ***, Derwood, Maryland, unit #***, Derwood, Maryland *** in the name of *** ***On January 7, 2016, we were advised that the service should have been established at #*** instead of #***Therefore, we reversed the account that was set up at the incorrect addressWe established a new account in *** *** name under the correct address for unit #*** effective the date of occupancy (August 17, 2015)On January 20, 2016, we rendered *** *** an initial bill that covered the service period of August 17, to January 19, for $1,051.01.As mentioned, all of the bills rendered during that timeframe were based on actual, cumulative readingsAdditionally, on April 5, 2017, we tested the meter serving *** *** apartment #***The meter tested at an overall accuracy rating of 100.0%.As a courtesy, we waived the unpaid portion of the security deposit for $The current balance due is $Should *** *** require payment arrangements, we will be more than happy to assist withestablishing a reasonable installment plan.I trust this information will serve to resolve *** ***s ongoing concernsIf you have any questions, please contact me.Sincerely,Shannah F

May 29, 2015Dear *** ***:This is in response to your inquiry on behalf of *** ***, to address why billing and direct debit payments continued after the customer notified us to close her accountI’d like to apologize for the way *** ***’s account was handled and that she had to
contact us more than once for a resolution.On February 23, 2015, our records indicate that the customer contacted Pepco to close her electric account due to a fireOur representative made an error and did not close the electric account and this resulted in subsequent bills being rendered using estimated meter reading dataThis also resulted in two automatic payments that were processed based on the customer's on-line automatic payment enrollment.• $debited on March 10, 2105• $328,debited on April 15, 2015On May 4, 2015, a payment of $328,was stopped by the customer’s bank and returned to PepcoThis caused the customer’s account to be assessed a returned payment fee of $5.00.In order to correct the billing and resolve this matter, the customer's account has now been closed retroactively to February 20, Additionally, I have issued the following credit adjustments to the customer's account: $for the Pepco returned payment fee, $for the fee the customer's bank assessed for the stopped payment, and in the interest of good customer relations, a customer service credit of $I have attached a statement to illustrate these transactions, for your convenience.We take our customer service goals very seriously and we again sincerely apologize that we failed to provide the level of service *** *** expects and deserves*** ***'s comments have been forwarded to our Quality Leadership Team to be used for coaching purposes.I hope this information is helpful in responding to the customer's concerns.Sincerely,Linda B