Permasil

This email is in response to the customer’s concerns regarding an overpayment and the request for a refund as a result of the overpayment. I have reviewed this matter and would like to offer the following information. Review of the account reflects that the customer was enrolled
in Pepco’s Auto Pay Plan. However, on August 2, 2017, the customer made a payment by pone in the amount of $132.85, which was posted to the account on August 3, 2017. Thereafter, on August 4, 2017, an Auto Pay of $was posted to the account. This payment was applied to the customer’s bill for service July to August 10, 2017, in the amount of $128.14. This resulted in a credit balance of $ On August 8, 2017, our records reflect that the customer accessed Pepco’s website My Account and removed himself from Pepco’s Auto PayAs you can see the payments the customer made posted to the account before the Auto Pay was canceled. In addition, in instances of over payments that result in a credit to the account, and a request is made for a refund, the process takes approximately business days Our records reflect that the customer’s communications with Pepco with regards to his request for a refund due to the overpayments consisted of a series of emails to Pepco’s Social Media site. The first was on August 5, 2017, which was a Saturday when the site is not manned. The second was on August 7, 2017, advising Pepco that since he has not received a response to his earlier email he is filing a claim with his financial institution. The third email to the site was on August 8, 2017, advising Pepco that due to the lack of our response and the lack of a refund of his payment, he will be filing a complaint with the Revdex.com. On February 9, 2017, Pepco received the Revdex.com’s inquiry on behalf of the customer. Once the customer filed his complaint with the Revdex.com, any response to his concerns is now the responsibility the Special Investigations team We have since learned that the customer has stopped payment on one of the checks, which will affect the payment that was posted to the bill for service to August 10, 2017, in the amount of $128.14, and is due by August 31, 2017. The account will also be assessed a $dishonored check fee. However, as a courtesy, I will have this fee waived I regret the frustration and inconvenience the customer experienced as a result of the double paymentsHowever, we are unable to honor the customer’s request for a refund of any interest or fees paid to process his payments

This is in response to complaint #***, regarding *** ** ***’s billing concerns for the above referenced account. We appreciate the consumer’s feedback and
regret any inconvenience the customer may have experienced as a result of this
matter. I have completed a review of
the
account and would like to provide the following information
Attached is a billing summary of the monthly bills from May
2017, to January 2018, to assist you in reviewing the billing and usage
data. The monthly bills have been based
on actual meter data, which have been verified in our meter data management
system and reflect the usage as registered on the meter.
I can certainly understand the customer’ concerns regarding
higher than expected billsThe Pepco region has experienced colder than
temperatures recently, resulting in customers using more energy and seeing
higher than billsPepco
is not in a position to prove or disprove what internal factors may have
contributed to any higher than expected usage. Generally,
the major energy users in customer’s homes are appliances that generate heat or
provide cooling such as electric heating and/or supplemental space heating,
electric hot water heating and air conditioning. It is also important to note that if any
appliance or equipment is not operating efficiently, energy usage can increase
On February 7, 2018, a Pepco meter technician conducted a
meter test to ensure that the meter (***) is recording meter data as
it should. The results of the test
indicate that the meter is recording usage accurately at an overall rating of
100, which is within the prescribed parameters set by the Maryland Public
Service Commission. Additionally, at
the time of the test, the meter recorded a meter reading (34896), which
supports the accuracy of the preceding billings
All bills from May to January 2018, have been based on
actual meter data and the meter test results verified the accuracy of the
meter; therefore, an adjustment is not warranted.
I appreciate the opportunity to respond and trust this
information will serve to satisfactorily resolve the consumer’s concerns

September 24, 2015Dear *** ***.This letter serves as a response to your inquiry received on behalf of our mutual customer, *** *** ***An investigation into the budget billing history was conducted and I offer you the following.The account is enrolled with Pepco's Budget Billing program,
which is a month equal installment plan; the average monthly payment is $In addition, *** Electric is the account's third party supplier whose monthly generation charges are due in full monthlyThe payment history reflects the customer has been paying only the Pepco monthly average amount of $190,00, which means the separate supplier charges are not paid and therefore accumulatingNote, because consolidated billing was included with the supplier's initial enrollment in June 2014, the utility has purchased and paid in full the supplier's receivables each month as stipulated in the Code of Maryland Regulations (COMAR) titled: Utility Purchased Receivables or Prorated PaymentsThe paid debt is now owned by the utility which becomes subject to collection procedures including disconnection per COMAR titled: Terminations of Service.Based on our findings, the attached bill due by October 5, for consolidated charges totaling $2,is an accurate reflection of outstanding supplier chargesTo avoid disconnection, on September 17, 2015, the customer agreed to place the aforementioned balance on a month installment planAn initial payment for $posted to the account on September 22, 2015, and the difference of $2,will be due in equal installments for $and one final installment for $101,80, each payable with current charges beginning with the current bill due October 5, Note, the full amount becomes due if the terms of the installment plan are not adhered to and the account will be subject to collection activity.I trust this information will assist you in responding to the customer's concerns.Sincerely,Stephanie R

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, Dec 1, at 9:AMSubject: RE: Revdex.com Reminder-Second Notice Complaint #*** - *** ***, *** *** *** **, WDC ***To: [email protected] *** *** The following information is being provided to address the customer concerns regarding the outage at *** *** ** ** and
the billing for the 2nd meter that is no longer installed at the dwelling I appreciate the opportunity to provide the following information On November 10, 2015, the electric service for meter *** at *** *** *** ** was remotely disconnected in error when we were attempting to make corrections on the account record and to identify the correct meter at the dwelling The electric service for meter *** was restored on November 11, Please accept our apology for any inconvenience this outage may have caused In addition, we have also corrected our account records to ensure that we are rendering one bill to the account holder for smart meter #*** under #*** Three invoices previously rendered under #*** (referencing meter ***) for a total of $1,have been reversed and cancelled to reflect a zero balance Pepco Meter #*** was apparently removed when the property was renovated and our records were never updated to reflect this. I hope this information is helpful in addressing the customer's concerns. Thanks, Linda *B*** Special Investigations Representative Pepco Holdings, Inc| Customer Relations*** *** *** *** * Washington, DC 20068o: ###-###-#### |

Mr*** ***The Revdex.comK Street NW 10" FloorWashington, DC 20005-3404RE: *** ***Revdex.com#*** *** *** *** Ln Clinton, Maryland 20735Account number: *** *** ***Dear Mr***:This letter is in response to Ms***’s ongoing concerns with her Pepco balanceMs*** experienced estimated bills from October 29, to February 26, due to the installation of a smart meter that failed to communicate readings for billingOn March 7, this meter was replaced.Ms*** believes that she is due an adjustmentThe March bill covering the time period from February 27, to March 28, totaled $and consisted of a balance forward of $339.80, a deposit of $150, a late payment charge of $and current charges of $This bill was based on actual meter readings and reflects Ms***’s usageMs***’s meter was exchanged on March 7, and at that time we obtained an actual meter reading from the removed meterAs meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billingTherefore, in instances when an estimated meter reading is used, any difference between estimated and actual consumption is identified through subsequent actual meter readings.Ms***’s April bill covering the time period from March 29, to April 28, totaled $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 $and current charges of $The $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 readingsIf Ms*** 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

[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 assistance Regards, *** ***

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

*** *** ***, NW Washington, DC 20068April 28, 2016Mr*** *** Trade Practice Consultant K Street, NW, 10th Floor Washington, DC 20005-3404Re: *** ***Revdex.com Complaint #11383325Dear Mr***:This letter is in response to your inquiry on behalf of Ms*** ***I have
completed my review of Ms***’s account and would like to provide the following information.A final/termination notice was sent to the customer in July, August, and September as a result of late/missing payments on the accountTherefore, a security deposit of $was requested in September 2015.As stipulated in The General Terms and Conditions for Furnishing Electric Service in Maryland (GTCMD), page 17, section (attached), 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 billFurthermore, the Company has the discretion of applying the customer’s payment to the required security deposit.To date, the customer has paid a total of $of the $original requested security depositHowever, as a one-time courtesy, we have opted to waive the unpaid portion of $and refund the paid portion of $back to the customer’s accountAfter applying refund to account, the customer currently has a balance of $due May 9, 2016.It is the Company’s recommendation that the customer make every effort to pay her bills in its entirety by the due date, to prevent any further security deposits from being assessed on the account.Sincerely,Shannah F

On June 6, 2016, a service order was issued to install a Net Energy Metering (NEM) meter appropriate for the solar panels that were installed at the premiseThe service order was never completed in the system and the customer was estimated for billing from June to SeptemberA field
visit was conducted on September 28, 2016, and it was found that the NEM meter was installed at the premise upon arrival, however, the system failed to update to complete the service order from JuneThe system was updated with the installed NEM meter *** effective September 30, Billing for bill periods June to September were not initially adjusted reflecting the found meterThe account was forwarded to an NEM billing analyst and an adjustment was processed December 22, Bill periods June through November were originally over-billed for the total of $in electric chargesThe adjusted bills for bill periods June through November now total $The current account balance is a credit of $The account will continue to bill accurately reflecting net energy usage and billingThe customer has been contacted regarding the billing correctionPlease feel free to contact me should you have additional questions Sarah M*** Escalated Investigations Representative

September 9, 2016*** *** *** The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** Upper Marlboro, Maryland *** Account #*** *** ***Dear *** ***:This is in response to complaint #*** regarding *** ***' customer service
concerns for the above referenced accountWe 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 CustomersOur goal is to ensure that customers who contact us are helped in a courteous and professional mannerWe regret to hear that this was not the case as described by *** ***We have shared the consumer's feedback with our management team, which will aid in making customer service improvementsGoing forward, I trust that any future contacts with Pepco will afford *** *** the level of customer service that *** *** expects and deserve.We work with all of our customers who may experience financial challenges that make it difficult to keep their accounts currentThese customers are offered the option to make payment arrangements aimed at bringing the account current over a period of timeHowever, 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 $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 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 $on September 2, 2016, which was being processed, did not reflect on the September invoice (attached); therefore, the amount of the new current charges of $(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.comMy 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 *** ***'s concernsIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H

*** ** *** ***
*** *** *** This email serves to respond to your inquiry regarding a request by the above referenced customer to have his wife’s name placed on the account. I have reviewed this matter and offer the following information. Review of our records reflects that
the account was established in the customer’s name affective May 15, 2017. Unfortunately, when the request was processed to have his wife’s name *** *** placed on the account as well, it did not go through. However, when the customer contacted our office again on August 7, 2017, a request was processed to add the name of *** *** to the account. The latest bill was mailed on August 2, 2017; therefore, her name will appear on the next bill scheduled to be billed on September 1, 2017. Please extend our sincere apology to the customer for any frustration or inconvenience this matter may have caused

Ninth Street, NW Washington, DC 20068March 24, 2016*** *** *** The Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404RE: Revdex.com Complaint #*** ** *** for *** *** *** Account number: *** *** ***Dear *** ***:This is in response to complaint
#***, regarding ***'s concerns with a call he received with instructions to purchase a reloadable *** card at a *** Store.We can certainly understand the customer's concerns surrounding the experience he describedHowever, Pepco did not initiate a collection call to the above premise on February 23, Pepco encourages our customers to be vigilant and not to provide their personal protected information when they receive suspicious callsAdditionally, if someone claims to represent a company, whether the company is Pepco or another entity, it is important that consumers take precautions to verify the person is affiliated with the company, especially if that person is requesting an immediate monetary payment.Please know that the latest information from law enforcement is that these types of calls seem legitimate because the scam uses a phone number that may appear to originate from PepcoThe person calling also provides a reply phone number that directs customers to a phony automated Pepco answering device.We want our customers to know that Pepco would never threaten to disconnect service without first offering multiple payment optionsAdditionally, Pepco does not endorse a specific form of payment to address past-due balancesIf a customer has any doubt about the validity of a person who claims to represent Pepco, they should call our Customer Care line immediately at ###-###-####.Please know we actively work with authorities to protect our consumersPepco recommends that the customer report this incident to local authorities, including the District of Columbia Office of the Attorney General.Additionally, on March 16, 2016, our credit department extended a liberal deferred payment plan on the current account balance of $6,to the customer*** made an initial payment of $1,001.50, and the remaining balance of $5,will be payable in monthly installments of $312.00, in addition to the monthly current charges by the due date.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

September 21, 2015Dear *** ***:This is in response to your inquiry on behalf of *** ***, regarding the accuracy of his bill issued on August 7, 2015, for the June 24, - July 24, service period.Pepco net energy meters only measure what is consumed from the grid and does not measure
the customers total generation produced by their solar arrayOur Billing Department did review *** ***'s account and based on their review he has been billed accurately based on actual meter reading data.Pepco is not in a position to determine what internal equipment or conditions contribute to your usageHowever, in general, the major energy users in a customer's home in the Summer are appliances that require refrigeration or cooling such as your freezer and your air conditioning unitAdditionally, if any of your appliances are not operating efficiently your energy consumption may increase.Thank you for the opportunity to respondIf you have any questions regarding this information, you may contact me at the telephone number listed above.Sincerely,Linda B

Attached
is a eighteen (18) month billing history statement and most recent invoice
All
bills rendered have been based on actual, cumulative meter readings and reveal
no evidence of an issuePepco is not in a position to prove or disprove what
internal conditions have
contributed to the customer’s electrical consumption
Pepco’s
records indicate that the customer’s electricity supplies space heating, water
heating and airPepco’s records indicate the customer’s previous premise’s electrical
supply sourced air onlyIt is notable that the customer’s usage has increased during
winter monthsThe average temperature during bill period December 28,
through January 29, is 33?Typically, increased winter consumption may be attributed
to heating appliancesAdditionally, if any equipment is not working
efficiently it may result in higher electrical consumption
The
current account balance is $1,Pepco is willing to establish a six (6) month installment plan after an initial payment of $due by February 20, *** *** may contact Customer Service at ###-###-#### in order to establish the
offered payment arrangement
Should
*** *** require assistance in meeting her energy needs, she may be
interested in visiting the Office of Home Energy Programs regarding energy assistance
*** *** may contact the Office of Home Energy Programs by calling
###-###-#### or by visiting http://dhr.maryland.gov/office-of-home-energy-programs/
Sarah M***Pepco HoldingsEscalated Investigations Representative

Spoke with *** *** he stated that the complaint is resolved.

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

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

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

[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]On more than one occasion prior to January of I notified Pepco that the address was incorrect on the bill I receivedI was told that this would be updated but this was not done until one representative noticed that thus was energy changed despite the numerous times I was told this was updatedThis was in January even though I called since October of voicing that my address was Tnot 103. Additionally, I did not make my payment after the due dateI told the representative in February that I would make the payment on the 15th onlinePepco did not post the payment until the 17th, I cannot be blamed for the delay in their systemI did as I was asked and agreed to do, and this is merely another excuse. I want more than my meter and until checkedI want my security deposit refunded and I want a FULL investigation of my accountI don't trust Pepco and will not be satisfied until this done as they have consistently given me information and excusesThus may be a game to them, but it is not to me and they have taken advantage of me for too long and I will not except anything less.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***