The Tufnut Works

September 9, 2016[redacted] The Revdex.com 1411 K St. NW, 10" Floor Washington, DC 20005-3404RE: [redacted] Upper Marlboro, Maryland [redacted] Account #[redacted]Dear [redacted]:This is in response to complaint #[redacted] regarding [redacted]' customer service...

concerns for the above referenced account. We appreciate the consumer's feedback and for bringing her concerns to our attention.Quality customer service is an integral part of our Commitment to our Customers. Our goal is to ensure that customers who contact us are helped in a courteous and professional manner. We regret to hear that this was not the case as described by [redacted]. We have shared the consumer's feedback with our management team, which will aid in making customer service improvements. Going forward, I trust that any future contacts with Pepco will afford [redacted] the level of customer service that [redacted] expects and deserve.We work with all of our customers who may experience financial challenges that make it difficult to keep their accounts current. These customers are offered the option to make payment arrangements aimed at bringing the account current over a period of time. However, these arrangements are made within company established guidelines and must be maintained to prevent removal from the arrangement and potential disconnection of service.On September 2, 2016, a payment of $600.00 was accepted on the electric account, and a new installment plan was set up for the remaining balance of $993.05, which is payable in 6 monthly installments of $164.83, in addition to monthly current bills by the due date.Due to the timing of the payment and invoicing of the new bill, the payment of $600 on September 2, 2016, which was being processed, did not reflect on the September 2016 invoice (attached); therefore, the amount of the new current charges of $263.21 (not $863.21) is due by September 23, 2016, and the monthly installments plus current charges will begin with the customer's next billing statement.Additionally, Customers may register for My ACCount by accessing our website at www.pepco.com. My Account offers Customers the convenience of viewing bills on-line, making payments, and managing energy use.appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve [redacted]'s concerns. If you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H

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

November 2, 2016[redacted]s The Revdex.com 1411 K St. NW, 10" Floor Washington, DC 20005-3404RE: [redacted] Suitland, Maryland [redacted]Dear [redacted].Please accept this in response to complaint #[redacted], regarding [redacted]'s billing concerns for the above...

referenced account. We regret to hear that [redacted] encountered difficulties with making his credit/debit card payment via [redacted]. I have reviewed the consumer's account and would like to offer the following information.Credit or debit card payments are processed by our third party vendor [redacted]. When a customer makes any credit or debit card payment, regardless of whether they do so through our Pepco website, E-bill (My Account), or mobile app, they are doing so at [redacted]'s site. We checked with our vendor to determine what might have happened with the payment the customer made as he described. [redacted] was notable to see or replicate any errors that occurred when [redacted] submitted the payment of $537.66 on October 15, 2016, which was received on October 18, 2016.Our records indicate that the consumer's August 2016 bill amount of $537.66 was not paid by due date of September 12, 2016. On September 23, 2016, the September 2016 bill was rendered in the amount of $730.06, due on October 14, 2016. This amount included the prior August 2016 bill balance of $537.66, a late payment charge of $8.56, and current charges of $183.84.A payment of $539.00 via E-Bill was received on October 17, 2016, which reduced the account balance to $191.06. On October 18, 2016, the payment of $537.66 via [redacted] was applied against the account balance $191.06, which left a credit balance of $346.60. Subsequently, on October 24, 2016, the "overpayment" credit balance of $346.60 was applied against the October 2016 current bill amount of $107.66, which left a credit balance of $238.94.However, the $537.66 payment via [redacted] was returned due to "Authorization Revoked by Customer". Subsequently, on October 31, 2016, the $537.66 payment was charged back against the credit balance of $238.94. After the assessment of a returned payment charge of $5.00, a balance of $303.72 remains due. The debit adjustment for the returned payment of $537.66 and returned payment charge of $5.00 will reflect on [redacted]'s next invoice. Currently, there is no available excess credit balance on the Pepco account to refund.We regret any inconvenience the Consumer may have experienced as a result of this matter and I appreciate the opportunity to respond.Sincerely,Harvey H

[redacted] is not the customer on record. Due to confidentiality practices, Pepco cannot disclose account information regarding the referenced address. Account information may only be disclosed the account holder.

[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]

May 6, 2015Dear [redacted]:This letter serves as a response to your inquiry on behalf of our mutual customer, [redacted], regarding the commencement of new service at the above referenced address. An investigation was completed and I offer you the following information.On January 15, 2015,...

[redacted] contacted the company to establish new service at [redacted], Washington, DC, effective February 1, 2015. After receiving proof of occupancy, a new account (#[redacted]) was established effective March 5, 2015, and a deposit for $90.00 was assessed to the new account. Existing and new customers establishing an account may be required to provide proof of occupancy and be subject to a deposit assessment. However, after reviewing the customer's concerns and in the interest of good customer relations, we have waived the deposit and applied the deposit payment to the account.Based on our findings, we determined the March 5, 2015 occupancy date was incorrect and the account should have been established effective February 1, 2015. Regretfully, the service was inadvertently interrupted at the time the information was processed. Since the receipt of the complaint, both the effective date and billing records were retroactively corrected to reflect the correct occupancy date of February 1, 2015. Attached is a copy of the adjusted bill for services rendered on February 1, 2015 to April 27, 2015, for 85 days, and adjusted charges totaling $41.65, payments totaling $268.27 are acknowledged on the bill. On April 23, 2015, the company waived a $5.00 fee for a dishonored payment totaling $155.67. The credit adjustment for the deposit will be reflected on the customer's next bill.We regret it was necessary for the customer to contact us more than once to resolve this issue. Please extend our sincere apologies for any confusion this may have caused. I trust this information will assist you in responding to the customer's concerns. If you have any additional questions, please contact me.Sincerely,Stephanie R

[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.  I have paid the amount requested of 275.Thanks for your help in mediating the process. 
Regards,
[redacted]

October 12, 2016[redacted] Trade Practice Consultant 1411 K Street, NW, 10th Floor Washington, DC 20005-3404Re: [redacted]Revdex.com Complaint #[redacted]Dear [redacted]:This letter is in response to your inquiry on behalf of [redacted]. I have completed my review of [redacted]’s account...

and would like to provide the following information.On December 12, 2014, a final bill was rendered on [redacted]’s former account at [redacted] Washington, DC [redacted] for $106.08 (attached). The final bill was sent to the customer’s new address [redacted] Hyattsville, MD [redacted] as indicated on bill. On March 12, 2015, we received a payment of $40.00 towards the final bill account which left a remaining balance of $66.08. Since there were no additional payments made thereafter, the account was sent to a third party collector for the remaining balance on June 25, 2015.As it relates to the customer’s inquiry regarding transferring the unpaid balance to the new address, according to the District of Columbia’s Consumer Bill of Rights, section 304.9 (attached), “An unpaid balance may be transferred from a Customer’s former residential Account in the District of Columbia to the Customer’s next residential Account in the District of Columbia.” Therefore, we were unable to transfer [redacted]’s unpaid balance from her old address in Washington, DC to her new address in Maryland.Further, we conclude that [redacted] was fully aware of the final bill balance due since the bill was forwarded to her new address and received sufficient time to pay it. Regretfully, we are unable to recall the unpaid balance from third party collections. In addition, we are unable to provide the customer with a credit.Thank you for allowing me the opportunity to respond. If you have any questions, please contact me.Sincerely,Shannah F

[redacted]:  We regret any inconvenience [redacted] may have experienced as a result of this matter and appreciate the customer’s feedback, which has been shared with our Customer Service management team to aid in making customer service improvements.  On January 27, 2017, I spoke with [redacted]...

[redacted] and acknowledged her initial billing concerns.  As of the January 2017 invoice, account balance totals $400.94, which incudes deposit of $155.00 and current charges $245.94 due February 8, 2017.  A military waiver of the deposit  has been extended to [redacted].  After removing the deposit, a current balance of $245.94 remains due February 8, 2017.  Thank you for the opportunity to respond.Sincerely, Harvey H**

This letter serves as a response to your inquiry on behalf of our mutual customer, Ms. [redacted] regarding overpayments made on the above referenced final billed account.On July 2, 2012, the customer created a profile on our My Account web portal, which allows customers access to view their bills and...

make payments online. Effective May 8, 2015, the electric account was final billed for charges totaling $81.08 (attached). After an account is closed, customers can continue to log into the web portal to view their historical billing information, and initiate payments. The web portal payment history reflects the customer initiated the following payments after the account was closed on May 8, 2015; $70.70 on May 9, 2015, and three payments for $81.08 on May 24, 2015, June 9, 2015 and July 7, 2015, respectively. Combined, the four payments totaled $313.94, of which $81.08 was used to satisfy the final bill, and left a credit balance for $232.86 which will be refunded and mailed to the customer's current address at [redacted], Rockville, Maryland, 20850 within the next 15 business days.| regret it was necessary for the customer to contact us more than once to have this issue resolved and apologize for any inconvenience she may have experienced. If you should need further assistance, I can be reached at the above referenced telephone number.Sincerely,Stephanie R[redacted]

Mr. [redacted]The Revdex.com1411 K Street NW 10" FloorWashington, DC 20005-3404RE: [redacted]Revdex.com#[redacted] Ln Clinton, Maryland 20735Account number: [redacted]Dear Mr. [redacted]:This letter is in response to Ms. [redacted]’s ongoing concerns with her Pepco balance. Ms. [redacted] experienced estimated bills from October 29, 2015 to February 26, 2016 due to the installation of a smart meter that failed to communicate readings for billing. On March 7, 2016 this meter was replaced.Ms. [redacted] believes that she is due an adjustment. The March bill covering the time period from February 27, 2016 to March 28, 2016 totaled $649.34 and consisted of a balance forward of $339.80, a deposit of $150, a late payment charge of $1.63 and current charges of $156.91. This bill was based on actual meter readings and reflects Ms. [redacted]’s usage. Ms. [redacted]’s meter was exchanged on March 7, 2016 and at that time we obtained an actual meter reading from the removed meter. As meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing. Therefore, in instances when an estimated meter reading is used, any difference between estimated and actual consumption is identified through subsequent actual meter readings.Ms. [redacted]’s April bill covering the time period from March 29, 2016 to April 28, 2016 totaled $387.54. This includes a balance forward of $498.34, a waiver of the previously requested deposit of $150, an Exelon rate credit of $50, a payment of $100 and current charges of $39.20. The $50.00 Exelon rate credit was issued on the account as a condition of the Exelon Merger Agreement and was not an adjustment made because of inaccurate billing.Again, we offer our most sincere apologies for the inconvenience experienced due to the estimated readings. If Ms. [redacted] is unable to pay the account in full she is encouraged to contact our Customer Care Department at ###-###-#### so that she may be placed on a 12-month installment plan.Sincerely,Michelle G

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 7, 2016[redacted] Hyattsville, Maryland [redacted]Re: Account Number: [redacted]Dear [redacted]:This letter is in response to your inquiry received from the Revdex.com with a request to be reinstated back on the budget payment plan. On July 5, 2016,...

the installment payment plan was cancelled, when the amount due of $225.67 was received after the payment due date. On August 8, 2016, your invoice reflects enrollment in the budget plan for $120.00 for the Pepco distribution charges only. The 3rd party supplier charges will continue to be invoiced each month and their charges are not part of this budget amount. The invoice issued on August 8, 2016, also reflects a deposit request of $205.00, this deposit request has been waived as a courtesy. A new 8 months installment plan was established today on the total amount due of $407.47 with the following payment terms:• An initial installment amount of $52.47 will be reflected on your next invoice issued after September 8, 2016. This installment amount will be in addition to your current monthly charges invoiced for the budget plan and the 3rd party supplier for the service period.• The remaining balance will be invoiced in 7 equal monthly installments of $50.00, plus the current monthly bill beginning with the invoice issued in early October.• The terms of this installment plan will be referenced on page 2 of your next invoice issued after September 8, 2016. The installment amount will be included in the current charges for the service period. To maintain the payment arrangement, please pay the total amount due requested on your next invoice by the due date.Please note, if the terms in this agreement are not adhered to, the full amount of your bill becomes due, and your account will be subject to normal collection activity and may result in service disconnection. Please feel free to call me if I can be of further assistance.Sincerely,Linda B*

The following response was provided to the Maryland Public Service Commission: [redacted] contacted the Maryland Public Service commission with concerns that his final bill for service ending June 2, 2016 at the above listed address was incorrect. On September 13, 2016 a new party called requesting...

to assume responsibility for billing at the above listed address effective September 3, 2016. While processing the request to back-date the start date for the new occupant, [redacted]’s bills were erroneously reversed. When the representative re-invoiced [redacted]’s charges, a $50.00 [redacted] Merger Credit originally invoiced on the April 2016 statement and a $27.50 Peak Energy Savings Credit originally invoiced on the July 2016 statement failed to be reapplied. As of September 30, 2016 the credits have been successfully reapplied to [redacted]’s account and the account balance now accurately reflects $0.00 due. I called [redacted] on September 29, 2016 and left a message providing an explanation and an apology as well as my phone number if he had further questions. We again apologize for any and all inconvenience this mishap has caused.

Because of the double payment the customer made ($265.70) on the bill for service from June 13 to July 13, 2017, in the amount of $132.85, the account reflected a credit balance of $132.85.  Therefore, when the account was billed again for service from July 14 to August 10, 2017, in the amount of $128.14, the credit balance from the previous bill was applied, resulting in a credit balance on this bill of $4.71.  As previously stated, during our previous investigation of the double payment, the customer stopped payment on one of the checks.  Therefore, the credit that was applied on the bill for service from July 14 to August 10, 2017, was debited back to the account. As a result, when the account was billed again for service from August 11 to September 13, 2017, in the amount of $147.68, the bill reflected the balance from the previous bill of $128.14, and a system generated late charge of $1.28.  However, I have waived the late charge.  Currently, the account reflects a balance of $275.82, which consists of the previous bill in the amount of $128.14 and the current bill, in the amount of $147.68 that is due by October 5, 2017.

[redacted] Street, NW Washington, DC 20068March 3, 2016Mr. [redacted] The Revdex.com 1411 K St. NW, 10" Floor Washington, DC 20005-3404RE: [redacted] Way Upper Marlboro, Maryland 20774 Account #[redacted]Dear Mr. [redacted]:This is in response to complaint...

#[redacted], regarding Mr. [redacted]'s billing concerns for the above referenced account. We appreciate the consumer for bringing his concerns to our attention.Among other reasons, deposits are requested of customers who have maintained a less than satisfactory payment record over a 12 month period, or due to service interruption for nonpayment of an outstanding bill. On a customer relations basis, the deposit requirement of $510.00 has been removed on the condition that the bills will be paid in a timely manner. However, if the consumer's payment history becomes unsatisfactory, a deposit requirement equal to 2/12ths of the consumer's annual usage may be requested.As reflected on the March 2016 bill (attached), the deposit amount has been cancelled (page 2), and the account balance totals $702.91, which includes a past due amount of $366.04, and current charges of $336.87 due March 23, 2016.| appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve Mr. [redacted]'s concerns. If you should have any questions, please contact me at the telephone number referenced above.

Date: Tue, Oct 17, 2017 at 9:44 AMSubject: Response from Pepco regarding establishing new service at [redacted], Washington, DC - [redacted]To: "E-mail:" <[redacted].com>Cc: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>[redacted], In order to set up...

new service we will need a copy of the following documents: A state issued photo IDA complete copy of the lease or settlement documents for the property. These documents can be faxed to ###-###-#### from 8:30 am – 4:00 pm  Monday – Friday.   Once received the service will be initiated in your name and  the service will be reconnected.    You may contact me directly at ###-###-#### and I can confirm receipt of the fax and provide an update on the status of the reconnection.   These documents are needed due to the electric service being disconnected for non-payment by the previous party.   Thanks, Linda  B

This letter is in response to [redacted]’s concerns regarding a security deposit that was assessed on his new account. New, existing or previous customers may be required to establish credit in the form of a security deposit. A security deposit is calculated as two months of the estimated...

average annual electric bill. In the case of a former customer, the prior account history can be reviewed to make a determination of the requirement of deposit. [redacted] began service at the above mentioned address on June 17, 2016. At the time the account was set-up, [redacted] was charged a $225.00 security deposit. As a result, [redacted] contacted our Customer Service department on June 10, 2016 and requested the security deposit to be removed. At that time the representative initiated a review of the security deposit assessed to the account. On June 20, 2016, upon completion of the review, the $225.00 security deposit was waived based on the payment history of [redacted]’s previous Pepco account. I spoke with [redacted] on June 21, 2016 and advised him of such. Please accept our apologies, for any inconvenience experienced by the customer.Sincerely,Michelle G[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:In the same exact document that contains an excerpt from the GENERAL TERMS AND CONDITIONS
FOR FURNISHING ELECTRIC SERVICE
IN
MARYLAND, [redacted],it  says "For residents who have not paid a deposit..." I have paid a deposit, therefore I shouldn't be charged another deposit.I paid a deposit to Pepco on account #[redacted] in Fall of 2011. Therefore I shouldn't be charged a deposit. As well I refused to pay in portions because I paid off the entire bill. As of 10/22/2015 my balance is 0.
- [redacted]

Attached is a twelve (12) month billing history.Actual meter readings were used to bill the account each month. As meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding bill. Pepco is not in a position to prove or...

disprove what internal conditions may contribute to the customer’s consumption. Our customer’s through their individual patterns determine the actual kilowatt-hour consumption registered on their meter from one actual meter reading to the next. It is notable that the billing history reflects high electrical usage during the winter months (November through March). Typically increase winter consumption may be attributed to increased usage/demand for equipment and appliances that provide heating. Additionally, if any equipment or appliances are not operating efficiently, energy usage can increase. According to our records, [redacted] contacted Pepco’s customer service on February 29, 2016, and was transferred to Pepco’s Energy Advisors to leave a message. On March 5, 2016, an energy advisor returned [redacted] call, however, was unsuccessful in their attempt. The energy advisor left a message including a phone number for [redacted] to return the call for assistance. Pepco has no record of [redacted] contacting Pepco again regarding this matter.  On August 9, 2016, [redacted] established an installment plan for the balance of $309.89 which defaulted due to insufficient payment. On November 30, 2016, a Final Notice of Service Termination was issued requesting the past due balance of $208.78 to prevent the interruption of service on or after December 15, 2016. A payment of $210.00 was received on December 13, 2016. [redacted] established a second installment plan on January 9, 2017, for the balance of $277.19 which is still active.  The current account balance is $245.59. Per the terms of the installment plan agreement, a payment of $198.24 was due March 15, 2017. The balance due of $198.24 includes current charges totaling $166.99, an installment paymet of $31.25 and an installment reduction amount of $0.15. Pepco is willing to renegotiate the current installment plan at the customer’s request. The customer may contact Customer Service at ###-###-#### to make payment or provide proof that payment was made. Failure to adhere to the terms of the installment agreement can result in the installment plan defaulting and collection procedures, up to and including termination, to resume. Regarding [redacted]’s concerns regarding the accuracy of the meter, the customer may contact Customer Service and request a meter test. The meter is located in the basement of the building. For this reason, a meter test must be scheduled for a Pepco technician to gain access. [redacted]’s must contact the property management company should she not have access to meter location.I trust this information will assist you in responding to the customer’s concerns.Sarah M[redacted]Escalated Investigations Representative