The Tufnut Works

Regrettably we are unable to resolve the customer’s complaintWe encourage the customer to file a complaint with the MD Public Service Commission if they find our response to be unsatisfactory
The customer's original complaint advises “due to personal reason, I had to break the lease just one
month afterMy landlord let Pepco know that I will not be using their services anymore and wished to cancel it"As previously stated Pepco records do not indicate that the customer or the landlord contacted Pepco to cancel the service in the name of *** ***Because a request was not made to remove the service out of the customer's name until a new party called to begin service effective February 17, 2016, the customer remained responsible for the usage

[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 have reviewed the response made by the business in reference to complaint ID ***, and find that MsLinda B*** is and has expressed her empathy during these delicate timesHowever, my concern now is with the terms of these circumstances whereas I reached out to DC Energy Assistance last year for assistanceNow, to learn there was an outstanding balance that remained on a previous account from Pepco in Prince George's, MD that had been assessed is more than I (the customer) can bearIn addition to an incident of racial profiling while driving black in Washington, DC on February 13th that resulted in a major financial setbackThen, to include workplace abuse and mistreatment resulting in loss of employment has all had a negative impact on my expected financial commitmentsNot only has Pepco bill been impacted but the phone service, source of transportation bills, medical bills, car insurance, and my livelihood has been disruptedAs I actively search for new employment opportunities in the wake of this metastasize life altering event, I request a little more flexibility and reasonable arrangement from PepcoAll knowing DC Energy Assistance may deny me since it has not been quite a year that I reached out for their assistanceRegards, *** ***

Ninth Street, NW Washington, DC 20068January 26, 2015*** *** *** The Revdex.com K StNW, 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's feedback and apologize for any inconvenience the customer may have experienced as a result of this matter.Please know our Billing team completed a review of customer's account records*** *** was originally established on account *** *** *** (meter ***) in errorTherefore, all bills associated with the incorrect meter *** were cancelled and a new account *** *** *** (meter ***) was set up for the customer' residence at *** ** *** ** ***.On January 7, 2016, our Billing team completed the adjustments and rendered corrected bills from May 1, to December 18, (attached)Additionally, MsHN*** spoke with *** *** when the matter was resolved.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,H*** ***

Ninth Street, NW Washington, DC 20068February 1, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** ** Washington, DC *** Complaint No: ***Dear *** ***:This letter serves as a response to ***' follinquiry.In attempt to confirm if the customer was told the account was on hold until December 21, 2015, we reviewed the account's call history for the entire month of December We determined the first inquiry regarding the account was made on December 22, 2015, which was after the service was disconnectedEnclosed with the January 21, response letter was a copy of the bill issued on November 30, for current Budget Bill charges totaling $112.00, and payable by December 21, Further, printed on the same bill was an important message stating the service was in danger of interruption on or after December 3, for pre-existing arrearages.Our investigation concludes with no record of the customer contacting us to discuss the balance, or to establish a hold on the account during or after the time span referenced in his complaintI trust this information will assist you in responding to the customer's concerns.Sincerely,Stephanie R***

From: Date: Tue, Sep 1, at 11:AMSubject: Revdex.com # *** - *** *** *** - *** *** *** Capitol Heights, MD - attn: *** *** ***To: [email protected] Morning, This complaint was just recently assigned to me Apparently the complaint was addressed to our
Rockville office and not our Corporate Office which resulted in the delayed response I spoke with the customer this morning to advise that the issue that prevented him from accessing his on-line account was identified and has been corrected The customer was provided my direct contact information (shown below) if he experiences any further issues logging on This case is now resolved

I spoke with *** *** today and established a new payment arrangement. This payment arrangement has cancelled the day disconnection action. Attached is a copy of the letter sent to the customer to confirm the payment terms. I hope this information is helpful in responding to the concerns of the customer.Thanks,Linda *B***PepcoEscalated Investigations Representative

Tell us why here...Review of our records reflects that the customer enrolled in Pepco's Budget Billing Payment (BBP) program. On October 17, 2016, the customer contacted our office and requested to be removed from the BBP. Unfortunately, the request was not processed in a timely manner,
and the customer continued to be billed on the BBP until we were contacted again on January 18, 2017, to request to be removed from the BBP. At that time the account was removed from the BBP with the bill for service from January to February 7, 2017.Please extend our sincere apology to the customer for delay in responding to her request to be removed from the BBP in a timely manner

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,
*** ***

Re: *** ***Revdex.com Complaint #***Dear Mr***:This letter is in response to your inquiry on behalf of Mr*** ***I have completed my review of Mr***’s account and would like to provide the following information.On June 22, 2016, a Welcome Letter (attached) was mailed to the customer
indicating the active programs that Mr*** was currently enrolled inThe programs included Paperless Billing and MyAccountPaperless Billing is a feature that is selected by the customer and was placed on the customer’s new account due to the account transfer.Currently, we have the email address *** on fileAccording to our records, the email address was added on November 15, Prior to the update, we have no interaction records that indicate the customer attempted to contact us regarding the non-receipt of his invoices.Because the invoices were generated and no payments were received, the customer was assessed late fees on the accountHowever, in the interest of good customer relations, we reversed those late fees that were generated on the account totaling $4.97.Thank you for allowing me the opportunity to respondIf you have any questions, please contact me.Sincerely,Shannah F

Dear *** ***:The following is in response to the customer’s inquiry filed with the Revdex.comWe are sensitive to the circumstances that *** *** has expressed in his communication to the Revdex.com However, our records show during the last months that
we have established two installments payment plans and renegotiated a third installment plan, all with no money down to assist the customer in paying his billAll of these payment arrangements have been cancelled due to payment defaultWe are willing to establish a payment arrangement for the total balance due of $579.84. We would need to receive a minimum payment or an energy assistance pledge for $prior to establishing a new payment arrangementThe remaining balance would be placed on a month installment payment plan and would be in addition to the current monthly bill. We encourage the customer to contact the District of Columbia Department of Energy and Environment for energy assistance eligibility.We have placed a credit and collections hold on the account until July 19, to allow the customer time to make payment or seek energy assistance. The account will be subject to collection up to and including a service disconnection after July 19, 2017. The customer can contact Customer Service at ###-###-#### to set up the installment plan. I hope this information is helpful in responding to the customer’s inquiry.Sincerely,Linda B***Pepco Escalated Investigations Representative

June 3, 2015Dear *** ***:This serves as a response to *** ***'s follinquiryI appreciate the opportunity to provide the following information, specifically to address the additional concerns referenced in the customer's second letter.With the exception of account number ***, the company's response dated May 6, summarized the events surrounding the request to establish new serviceAlthough our Call Center representative quoted the above referenced account number when *** *** initially contacted us, the account number was never officially assigned to the unitThis explains why during the customer's subsequent contact with us on May 5, 2015, the Call Center representative was unable to locate the accountAgain, we apologize that the service was disconnected and that establishing the new account was delayed.An adjusted bill for retroactive charges for service from February to April 27, was enclosed with my previous responseThat bill was released on May 5, 2015, which was prior to receiving payments on May 11, and May 15, for $18,$41.65, respectivelyAttached is a billing statement from February to May 26, 2015, which reflects charges and payments received, including the $90,paid depositThe next bill will reflect the deposit reversal, which will be applied to the bill balance.I want to apologize that I previously used the terminology "dishonored," regarding the returned payment of $The electronic payment transaction for $that was initiated on April 14, was rejected because the bank was unable to locate the payment information that was enteredFurther, on the date of the payment initiation, the only amount due for unit #was the $depositThe initial bill for service from March to March 26, was not released until April 21, Upon closer review, it appears the customer's payment attempt may have been to pay the newly assessed $90,deposit for unit #(***), in addition to current charges totaling $65.67, which was for the account for the basement unit (***) and that bill was due by April 17, By the time the initial bill for unit #was released, the above referenced payment had been rejected by the bankFor acknowledgment purposes only, the amount for $referenced on the initial bill as Changes to your electric balance represented the pending $90,deposit and the failed payment attempt for $155,The amount of the bill totaled $112,60, which included the pending deposit, a $returned payment fee and $for electric chargesThe $fee was subsequently removed from the account.Per the customer's request, attached is a billing statement for services rendered from February to May 26, 2015, which itemizes the monthly usage, total charges and payments receivedAs you can see on the statement, the monthly charges are reflective of minimal usage.Thank you for the opportunity to respondI trust this additional information will assist in responding to the customer's concernsPlease extend our sincere apologies to *** *** for any inconvenience she may have experienced as a result of this matterIf you have any further questions, please contact me.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: MrP*** has misrepresented facts in his response He pretends that my first request for a refund was on May 21, but I began calling and asking for it in March I was clearly told in Pepco correspondence ID *** dated April that I could expect my refund within weeks of that date In another Pepco correspondence ID:*** received 5/8/they wrote: "A review of our records indicates that your request was addressed by our Customer Care Department on May 6, 2015." Only after repeated failures in phone and website contacts did I initiate the email correspondence with Pepco's customer advocate around May 12. MrP*** claims a check was mailed on June The customer advocate MsN*** claimed on June that the check was mailed on June I have absolutely no evidence either of these claims is true I even contacted my local Post office and asked specifically for them to look for such a letter I asked MsN*** for the check number to verify it existed and received no responseOnly weeks after I forwarded several emails to Pepco's Vice President of Customer Care MsHallie R*** did I note any evidence that Pepco was taking my request seriously.Finally, Pepco *** the check on July and I did not receive it until July No interest was included.MrP*** claims his records do not reflect late charges assessed to the account, why then did my March bill of $represent more that double the monthly $budget billing amount then in effect?
Regards,
*** ***

Date: Tue, Jun 7, 2016 at 9:38 AMSubject: RE: Revdex.com REBUTTAL Complaint #[redacted] - [redacted], Maryland [redacted] / PH ###-###-####To: [redacted]@myRevdex.com.org[redacted], I just wanted to follow up with you and advise that a conference call was scheduled on May 27, 2016 and **. [redacted] and **. [redacted] (3rd party agent).  [redacted] was not able to be on the call.  However, he and I did speak later that afternoon and we discussed the account corrections and the how to contact us for any subsequent concerns.  He stated that he was satisfied at the end of our call.   Thanks, Linda B| Escalated Investigations Pepco Holdings | Special Investigations701 Ninth Street N.W. | Washington, DC 20068o: ###-###-#### |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  A check is in the mail for the full amount specified in PEPCO's response.  I would like to keep the Revdex.com complaint open until I receive proof from PEPCO of my bill being paid.
Regards,
[redacted]

Good Afternoon,I spoke with the customer on Friday May 5, 2017 and he was able to send me a copy of the endorsed check used to make the  $103.15 payment that had not yet been applied to the account. On Monday May 8, 2017 the payment was located and applied. A keying error at processing...

resulted in the payment not being correctly allocated. I contacted [redacted] on May 10, 2017 and left a message advising that the payment was received and to apologize again for the delay in locating and applying the payment. All late payment fees incurred as  a result of the misapplied payment were removed.We appreciate the opportunity to respond to the matter.

November 20, 2015[redacted] Better Business 1411 K St, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] #[redacted] Washington, DC 2001 | Account #[redacted]Dear [redacted]:This letter serves to respond to the concerns regarding the billing for the above referenced...

account. I have reviewed the manner in which the account was billed, and would like to offer the following information.Review of the account reflects that on January 30, 2015, a Welcome Letter (see attached) was mailed to the customer confirming the activation of the account in his name effective February 11, 2015. It also acknowledges the fact that he has enrolled in “Paperless Billing” and signed up for Pepco’s “My Account”. On March 3, 2015 an initial bill for service from February 11 to March 2, 2015 was mailed to the above referenced address. Thereafter, subsequent bills were mailed on the scheduled bill date; there was no lapse in the rendering of the bills.On November 3, 2015, the customer contacted our office and requested to speak with a supervisor. As requested, a Customer Operations supervisor contacted him and advised him of the Welcome Letter that was mailed to him on January 30, 2015, and that he has enrolled in Paperless Billing. However, On October 14, 2015, he had removed the paperless option for his account.In conclusion, our records reflect that from the date of activation, all the bills were mailed to the customer in a timely manner. We received no inquiries from the customer regarding the fact that he has not received a bill for several months. Therefore, at this time we see no reason to waive the late charges that heave been assessed to the account. However, a hold has been placed on the account until the completion of this investigation.I trust this information will assist you in responding to the customers’ concerns.Sincerely, Stan P[redacted] Date of Notice: 01/30/2015RE: ACCount [redacted]Dear [redacted]Welcome to Pepco. We understand how much you depend upon energy to meet your everyday needs, and appreciate the opportunity to provide you with safe and reliable service.Below are details of your recent account activation request:Service Address: [redacted] # [redacted]WASHINGTON DC [redacted]Account Number: [redacted]Services Provided Welcome Letter Start Service Date: 02/11/2015Programs Enrolled In: PAPERLESS BILLING, MYACCOUNTAs a Pepco customer, you will have 24-hour access to your account at our website, www.pepco.com. Simply log on and enroll in "My Account" to manage your account, view your energy usage information or pay your bill, anytime from anywhere.Should you have any questions, you may also call Customer Care at [redacted] between 7 am and 8 pm, Monday through Friday.In the coming weeks, you will receive your first bill, as well as more information about Pepco's opportunities to help manage your energy use and your costs.We are pleased to have you as a Pepco customer and look forward to serving you.Sincerely, Customer CareSi usted necesita esta información en español, llame al departamento de Servicio al Cliente, de lunes a viernes de 7 am a 8 pm, en el ###-###-#### y pida hablar con un representante en español,Page 1 of 1

[redacted] Revdex.com 1411 K St NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Largo, Maryland [redacted] Account #[redacted]Dear [redacted]:This letter serves to respond to the concerns expressed by the above referenced customer regarding Pepco's...

request for a deposit. I have reviewed the customer’s account and would like to offer the following explanation.Review of our records reflects that the customer was granted an extended due date per her request to coincide with a monthly government check. The due date was changed from between the 24" and 27" of the month to between the 7" and the 9" of the following month. The change became effective with the customers' bill for service to June 1, 2015.Deposits are only requested of customers who have maintained less than satisfactory payment habits over a 12-month period. Review of the customer’s payment history reflects that even after the due date was changed the account reflects monthly arrears, late and infrequent partial payments, as well as three disconnect notices (see attached). Consequently, On September 25, 2015, a deposit was requested in the amount of $465.00. The deposit represents approximately twotwelfths of the customer’s annual usage.As indicated in the enclosed tariff, “For Residential Customers who have not paid a deposit, a deposit may be requested if the Customer fails to pay a bill after a reasonable time has elapsed from the receipt of a termination notice which has arisen because of non-payment of the bill”. We expect our customers to pay their electric bills by the due dates. Based on the deposit criteria and review of the customer’s payment history, the request for a deposit is warranted.Currently, the account reflects a balance of $801.64, which consists of the arrears, in the amount of 387.55, a late charge of $3.15, the balance of the deposit request, in the amount of $222.86 and the current bill, in the amount of 188.08 that is due by January 7, 2016I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan P[redacted]

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

September 8, 2015Dear [redacted]:Thank you for the opportunity to respond to [redacted]s concerns regarding her billing charges and request to change her account effective date from November 3, 2014 to February 1, 2015. I have attached a billing history to assist in clarifying the following...

information.Effective November 3, 2014, an account was established in the name of [redacted] at the above referenced address based on an online request from [redacted]. On May 3, 2015, [redacted] contacted Pepco to dispute the effective date of responsibility, stating that she did not become the responsible party until February 1, 2015. As a result of this contact, a letter was sent to [redacted] requesting occupancy documentation (lease, deed, settlement documents, etc.). The requested documentation was never received; therefore, the dispute was closed. However, if [redacted] would like to provide me with the documentation I will review her request to change the occupancy date.I apologize that [redacted]s bills were delayed. In January 2015, Pepco transitioned to a new customer information and billing system. Although 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 phase. Unfortunately, the conversion resulted in a delay in rendering bills for [redacted]s account and as a result, multiple bills were issued almost simultaneously. An 18-month installment plan was established for [redacted] and as a courtesy I have removed late fees in the amount of $41.10.I appreciate the opportunity to respond to our mutual customer's concerns. Please have [redacted] contact me if she has any questions or concerns regarding this information.Sincerely,Linda B

Complaint: [redacted]
I am rejecting this response because:As I stated in my response earlier, I have already moved out of the apartment by December 1, 2015. According to Pepco's billing statements, the empty apartment used $113 in December, 2015 and $46 in January, 2016 with nobody living inside it. And I have called Pepco to make sure that my service was cancelled but now Pepco's records did not reflect the changes. If Pepco really wanted to resolve the matter correctly, the company would have already done so when the problem first arises, not insisted the customer take the blame face down two years later.I will have to take my complaint to other government agencies.
Regards,
[redacted]