Permasil

Dear *** ***:This is in response to the inquiry on behalf of *** ** *** regarding water entering her home in the basement after an electrical heavy up was completed during September 2015.On September 29, 2016, Pepco field technicians visited the property and replaced the duct seal on the
line side with a water tight connectorThe customer can contact me directly if she has any further concerns regarding this matter.We take our customer Service goals very seriously and We Want to apologize that the customer had to contact us more than one to seek resolution to her inquiryA copy of the customer's complaint will beforwarded to our Quality Team and used for further coaching and training purposes.I hope this information is helpful in responding to the customer's concernsSincerely,Linda B

Re: *** ***Revdex.com Complaint #***Dear *** ***:This letter is in response to your inquiry on behalf of *** ***I have completed my review of *** ***’s account and would like to provide the following information.Based on our records, a request to start service was
submitted online for unit #*** in the name of *** ***On January 7, 2016, we were advised that the service should have been established at #*** instead of #***As a result, we reversed the account that was set up at the incorrect address and established a new account under the correct address effective the date of occupancy (August 17, 2015)The customer was then sent her initial bill on January 20, that covered the service period of August 17, to January 19, for $1,051.01.I have included a billing statement from August 17, to March 16, 2017.All of the bills referenced on the statement were based on actual, cumulative readingsIf an error occurred in the reading, or the meter malfunctioned, subsequent readings would identify a problemThe readings obtained from the customer’s meter are consistent and reveal no evidence of a problemOn March 23, a signal was sent to the meter successfully which proved there are no communication issues or errors with the meterTherefore, there is no evidence to indicate the smart meter is malfunctioning in any way.Although Pepco cannot provide information on what internal factors contribute to the customer’s usage, it is notable that the billing history reflects higher electrical usage during the winter month (November through May)Typically, increased winter consumption may be attributed to increased usage/demand for equipment and appliances that provide heating.Nevertheless, in order to assist the customer in determining what internal factors may contribute to the higher than expected billing, I can have an Energy Engineer contact the customer to schedule an appointment to visit the home and perform a free energy auditIn addition, we can schedule a Meter Technician to come out to the customer’s premise and test the meterPlease have *** *** contact us, if she would like to have this done.Per the Code of Maryland Regulations (***), “A residential customer who has established credit and is receiving service, but who fails to pay a bill by the expiration date of a termination of service notice, may be required by the utility to reestablish credit by depositing the amount prescribed in Regulation of this chapter in addition to paying the outstanding bill and a reasonable reconnection charge, provided that any prior deposit paid by the customer has been refunded.” (Attached)On January 24, 2017, we sent *** *** a final notice of service termination (attached) advising her to pay the past due balance of $or the electric service will be disconnected on or after February 8, Further, the notice advised that a security deposit may be assessed on the account and if a security deposit has already been assessed, it may be increasedWe receive a payment of $on February 17, after the expiration date of the termination noticeAs a result, the paid deposit of $was refunded and applied to the customer’s February bill (attached) and a new deposit amount of $was assessed.As a courtesy, we are willing to waive the unpaid portion of deposit ($144.94) and apply the paid portion ($300.06) to the account balanceHowever, the customer must keep in mind that the monthly bill must be paid in full on time to prevent any future assessments of depositsOnce the deposit is waived and refunded to the account, the customer will have a remaining balance of $which includes a past due balance of $61.85.Thank you for allowing me the opportunity to respondIf you have any questions, please contact me.Sincerely,Shannah F

Ninth Street, NW Washington, DC 20068April 27, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** ***
*** *** *** Fort Washington, Maryland Complaint No: ***Dear *** ***:This letter serves as a final response to *** ***'s follinquiry.We are pleased to report on April 13, 2016, consolidated bills were released for services on January 29, through March 28, (attached).Once more, we appreciate the patience and additional time allotted to make the necessary corrections towards the electric accountPlease do not hesitate to contact me with any additional Concerns.Sincerely,Stephanie REnclosures (6)

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

Greetings,
?
The following is in response to an inquiry received from the
Revdex.com (Revdex.com), on behalf of *** *** ***, regarding
assessment of security deposits.? The purpose of a security deposit is to
provide Pepco assurance that the final bill for the account
will be paid.?
It is Pepco’s policy to assess deposits upon application of new service for
Maryland residential properties.?
?
Once a customer makes a request to close a service account,
a final bill will generate and any outstanding charges will be applied towards
the withheld deposit.? If the customer has had additional Pepco service
accounts, the remaining balance from the final billed account will be
automatically transferred to the associated account(s) days after the final
bill, when the following is applicable
For a debit balance on the final billed account, the
balance is transferred to an active account associated with the customer
in an attempt to collect on the balance.?
For a credit balance on the final billed account, the
balance is transferred to an active or inactive account associated with
the customer to satisfy an existing outstanding balance.?
If no outstanding balance exists on the additional
account(s), a remaining credit balance will be refunded to the customer, and a
remaining debit balance will be billed to the customer requesting
payment.? If a customer wishes to avoid the automatic transfer of a
remaining credit balance, the customer can request for a refund to be
issued.? It is recommended that the customer makes this request when
contacting Pepco to close the service account
?
Pepco certainly apologizes if the customer’s interactions
with our Customer Service department were not satisfactory.? The customer
inquired about the origin of the funds that were transferred to account
*** (associated with *** *** ***, Fort Washington, MD ***).?
Our records indicate the funds were initially received to account ***? (associated with ** *** *** ***, Fort Washington, MD ***) as a
security deposit payment of $390.00.? The deposit accrued an interest gain
of $0.05.? Once the account ending in -was closed and final billed,
the balance of $was transferred to inactive account ***
(associated with *** *** ***, District Heights, MD ***) to
satisfy outstanding charges of $10.06, reducing the transferred credited amount
to $379.99.? The credit balance of $was then transferred from
account ending in -*** to the account ending in -***
?
Thank you for the opportunity to respond to this
inquiry.? It is our hope that the information presented will resolve the
customer’s concerns
?
Thank you,
?
Muniyra T*** | Escalated Investigations Rep

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

*** *** Street, NW Washington, DC 20068March 3, 2016Mr*** *** The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: *** *** *** Way Upper Marlboro, Maryland Account #*** *** ***Dear Mr***:This is in response to complaint
#***, regarding Mr***'s billing concerns for the above referenced accountWe 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 month period, or due to service interruption for nonpayment of an outstanding billOn a customer relations basis, the deposit requirement of $has been removed on the condition that the bills will be paid in a timely mannerHowever, 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 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 $due March 23, 2016.| appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve Mr***'s concernsIf you should have any questions, please contact me at the telephone number referenced above

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

On June 19, 2017, Pepco received a request form *** *** to
transfer service effective July 8, to service address *** *** *** ** *** Washington, DCThe request was initiated however due to a system error
the transfer of service was not completed
According to Pepco’s records,
*** *** contacted Customer
Service on September 26, regarding the status of the accountThe account
was still impacted by the system error and was forwarded to the Pepco’s
applications technology team for review
Service was terminated in error on October 18, with no
responsible party on recordA reconnection order was issued after *** ***
contacted Customer Service regarding the outageThe request to establish an
account for *** *** was initiated however due the system error the move in
was not completed
A new account, account number ***, has been
successfully established for *** *** effective July 8, The account has
been bill to currentThe current account balance is $Pepco apologizes
for the inconvenience incurred by the customerPepco is willing to offer payment arrangements
at the customer’s request

Ninth Street, NW Washington, DC 20068March 23, 2016*** *** *** The Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** *** Germantown, Maryland *** Account: *** *** ***Dear *** ***:This is in response to complaints#
***, 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 matterI have completed a review of the account and would like to provide the following information.A security deposit may be required from a new, present, or former Pepco customerIn Maryland, there is no maximum deposit limit of $for residential customersDeposit amounts are based on 2/12ths of the estimated or actual consumption or highest usage for any 60-day period during the last twelve months.On October 27, 2015, the customer's initial bill was rendered in the amount of $329.15, which included a deposit of $and current charges of $79.15, which has been paidSubsequently, there was a delay in rendering the customer's bills from November through February 2016, due to a programming issueThe issue was resolved and the bills were each issued in succession on March 1, and 4, We understand receiving timely bills is important and sincerely apologize for the delayThe current account balance is $which is due by March 25, However, on March 18, 2016, customer paid $736.34, and the account is current.All of the customer's bills have been based on actual metered data, Which has been confirmed in our meter data management systemThe bills are a reflection of the customer's usage as registered on the meterFor your convenience I have attached is a billing history from October 3, 2015, to February 23, 2016, to assist you in reviewing the customer's billing and usage data.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H

The contact experienced by *** *** was a scam and is well known to utilities across America as the *** *** phone scam.? This is a very sophisticated scam that uses un-traceable phone technology (i.e*** *** phone numbers).? The scammer claims to represent a utility and makes
contact telling them their electric service is scheduled to be shut off immediately.? The scammers advised to avoid this action the party is directed to make immediate payment by purchasing a “*** ***” or other pre-paid credit card.? The scammers then advise the party to call another phone number where information is obtained from the credit card and the monetary value is removed from the prepaid card.? ? Pepco like many companies will contact customers in person or by phone for various reasonsPepco would never threaten to disconnect service without first offering multiple payment options.? Pepco does not endorse a specific form of payment to address past due accounts, and our automated calls do not include a specific dollar amount for security reasons.? If a customer has any doubt about the validity of a person who claims to represent Pepco, they should contact us at ***.? A review of our records shows that we have not made? any collections calls to this customer in the past months.? The customer's account balance is zero as? of October 19, ? If you have been a victim of this scam, please report it to local authorities, including the District of Columbia Office of the Attorney General and the Maryland Attorney GeneralSincerely,Linda *B***

Ninth Street, NW Washington, DC 20068April 29, 2016*** *** *** Trade Practice Consultant K Street, NW, 10th Floor Washington, DC 20005-3404Re: *** ***Revdex.com Complaint #***Dear *** ***:This letter is in response to your inquiry on behalf of *** ***I have completed
my review of *** ***’ account and would like to provide the following information.The customer’s electrical service was disconnected on April 19, due to non-paymentPrior to disconnection, *** *** was sent four disconnect notices to warn of termination of serviceFurthermore, *** *** failed to attempt to contact us to make payment arrangements to satisfy the accountAdditionally, there were no payments made on the account since the service started on May 22, 2015.The customer has a total balance of $due on the accountAfter a review of the account, we are willing to allow *** *** to pay a minimum of $for reconnectionIn addition, the customer must agree to a payment arrangement of twelve installments on the balanceIf the customer agrees to those terms, please have him contact us.Thank you for allowing me the opportunity to respondIf you have any questions, please contact me.Sincerely,Shannah F

November 2, 2016*** *** ***s The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** *** ** Suitland, Maryland ***Dear *** ***.Please accept this in response to complaint #***, regarding *** ***'s billing concerns for the above
referenced accountWe regret to hear that *** *** encountered difficulties with making his credit/debit card payment via ***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 ***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 ***'s siteWe checked with our vendor to determine what might have happened with the payment the customer made as he described*** was notable to see or replicate any errors that occurred when *** *** submitted the payment of $on October 15, 2016, which was received on October 18, 2016.Our records indicate that the consumer's August bill amount of $was not paid by due date of September 12, On September 23, 2016, the September bill was rendered in the amount of $730.06, due on October 14, This amount included the prior August bill balance of $537.66, a late payment charge of $8.56, and current charges of $183.84.A payment of $via E-Bill was received on October 17, 2016, which reduced the account balance to $On October 18, 2016, the payment of $via *** was applied against the account balance $191.06, which left a credit balance of $Subsequently, on October 24, 2016, the "overpayment" credit balance of $was applied against the October current bill amount of $107.66, which left a credit balance of $238.94.However, the $payment via *** was returned due to "Authorization Revoked by Customer"Subsequently, on October 31, 2016, the $payment was charged back against the credit balance of $After the assessment of a returned payment charge of $5.00, a balance of $remains dueThe debit adjustment for the returned payment of $and returned payment charge of $will reflect on *** ***'s next invoiceCurrently, 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

Re: *** ***Revdex.com H *** *** *** Avenue Beltsville, Maryland 20705Dear Mr***:This letter serves to respond to the customer's complaint inquiry regarding the assessment of late charges a security depositI appreciate the opportunity to provide the following information.A bill
is overdue if not paid in full within days after the bill is renderedAs per the Code of Maryland Regulations 2030.03.01, a late charge may be assessed anytime a bill is not paid in full by the due dateLate charges have been assessed on Ms***'s account because in each of the months the late charge was assessed the bill was not paid in full by the due date.Regarding the assessment of the deposit, per the Code of Maryland Regulations 20.30.02.03, Pepco can request a deposit when a customer fails to pay a bill when it becomes due on more than two occasions in the preceding monthsThe amount of a deposit requested will be no more than two twelfths of the estimated annual service for the next twelve months.On March 26, 2016, a deposit of Swas assessed on Ms***'s electric account when the customer failed to pay a bill when it became due on more than two occasions during the last monthsPrior to the assessment of the deposit, the customer also received two final day notices of service termination when the account reflected a past due balanceBased on my review, the deposit was assessed in accordance with the Code of Maryland Regulation 2030.02.03.On a customer relations basis, the Company has opted to release the paid deposit of $plus interest of Son the condition that the bills will be paid when dueThis release of this deposit plus interest will be reflected on the next invoice issued on December 15, 2016, and will applied to the account receivable balanceAny remaining credit balance will be applied to future invoices until the credit balance is exhaustedTo avoid a future deposit assessment, the bill must be paid each month by the due dateIf the customer is unable to pay the bill in full they must contact us prior to the bill due date to establish a payment arrangement.I hope this information is helpful in responding to the concerns of the customer.Sincerely,Linda ? B

According to Pepco’s records, an online request was submitted October 2, to establish service for service address *** *** *** ***? Rockville, MD effective October 6, A welcome letter was issued to the customer on October 3, confirming service was requested and an
account had been establishedA deposit in the amount of $was assessed on the account in accordance with *** ***Per Pepco’s General Terms and Conditions, a customer may establish credit by demonstration of stability of employment, of good paying habits to Pepco, of homeowner status, or of active duty status in the armed forcesIn addition, Pepco is willing to accept a letter of credit form the customer’s previous utility provider to establish creditThe referenced documents have not yet been received on the account The request for the deposit to be waived is deniedBased on our review, no further adjustment is warrantedThe current account balance is $due by November 27, 2017, including the $deposit request and $in current chargesPepco is willing to establish payment arrangements for the assessed deposit at the customer’s request*** *** may contact Customer Service at ###-###-#### to make payment or establish the offered payment arrangementsSarah M*** Escalated Investigations Representative

Our records indicate that *** *** assumed responsibility for the electric service at the above referenced address onJune 15, Unfortunately, a billing issue with the previous party resulted in a delay of rendering the initial billingfrom June 15, to July 1, for *** *** on
October 14, Our billing department subsequently rendered amulti-period invoice from July 2, ??" October 1, one day later on October 15, 2015.We certainly apologize for any inconvenience this may have caused the customer and that she had to contact us more thanonce for a resolutionAs a gesture of customer service we have reversed and cancelled the new party deposit of $295.00.This deposit reversal will be reflected on the next billing invoice issued after November 2, The customer has notbeen assessed any late charges and we do not expect any further billing delays going forward.I have attached a billing history statement to show the service periods and the date the invoice was rendered so thecustomer can clarify the informationThis dwelling is all electricThere is currently a credit and collection hold on Ms.Hester’s electric until November 21, The customer can contact us if payment arrangements are needed.I hope this information is helpful in responding to the concerns of the customer

December 15, 2015*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** *** *** Hyattsville, Maryland *** Complaint No: ***Dear *** ***:This letter serves as a response to your inquiry
on behalf of our mutual customer, *** *** regarding the $deposit and multi-month bill for service rendered on August 14, to November 11, (attached).Upon further review of the account records, we determined the account was established on July 27, 2015, at which time a deposit in the amount of $was requestedUpon receiving the initial bill for service rendered on July 27, to August 13, 2015, for charges totaling $(attached), the customer agreed to enroll the deposit balance into a three month installment plan, with the first monthly installment of $payable with current charges that were due September 4, 2015.Due to unforeseen delays in our billing system related to our Peak Energy Savings Credit program, subsequent bills were not rendered in September and October On November 17, 2015, the multimonth bill was released for service rendered on August 14, to November 11, 2015, for electric charges totaling $324,Itemized on the bill were payments totaling $301.84, which satisfied the deposit balance and current electric charges that were due on the aforementioned initial billOn December 1, 2015, the customer enrolled electric charges totaling $into a three month installment plan which required an initial payment of $to post to the account the same dayA partial payment of $posted to the account on December 9, 2015; therefore, leaving a difference of $due immediately to avoid cancellation of the installment plan.We regret it took more than one attempt to get the assistance requiredFurther, we apologize for any inconvenience this matter has causedIf you have any additional 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 as Answered]
? Complaint: ***
I am rejecting this response because:? None of this information nor their narrative is accurate, and is all false.? Again, they do not even indicate at what time and the exact amount of the deposit they placed or the account nor does it indicate the numerous times they made errors in the due dates, payment arrangements, etc.? Please also see attached which was pulled online just last week.? You clearly see the $odd dollars they added with no explanation.? Please see the last bill pulled below, which is only pages long.? Again, Pepco is taking full advantage and still telling information.? After all of this and the investigator confirming that the power would be off on the 9th, the bil wasn't even due until the 18th, so why was there a cut off notice in their system and again I not even received it and the power is still on.? This is proof again they are clearly not paying attention and in the past three months, despite me paying over $to Pepco, they added $550, which at first I was told $450, to my account and I am back at $and they still want $and not making any arrangements....they are the only service provider and they should not be able to not make arrangements, especially for someone who is in constant contact and pay out this much for only a one person household.Clearly it just states changes, no explanation of the changes just an amount.? Again, I want the deposit waived and I will pay the $now balance, after I made a payment and then I want to be on budget billing.? They are the only provider and they know eveyone needs power, don't take advantage of hard working people just becasue you have the power or authority to do so, as it is not ethical and just plain wrong and unfair and they make all the mistakes and the consumers suffer
Regards,
*** ***

Ninth Street, NW Washington, DC 20068February 1, 2016*** *** *** The Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404RE: *** *** *** ***Rockville, Maryland *** Account: *** *** *** 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.In February 2015, the Maryland Electric Universal Service Program (EUSP) pledged $for *** ***'s electric account, of which $of the benefit has been appliedAs a result of a programming issue, the balance of the benefit amount had not been applied to her Pepco accountHowever, our Systems and Development team has resolved this matter and the remaining $credit will be reflected on the customer's next invoiceThe customer's account has been protected while this matter was being resolved and no late charges have been applied to the accountI appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

March 12, 2018MrDavid Dennis The Revdex.com K Street, NW, 10th Floor Washington, DC 20005-3404RE: MsKatherine BolanosAllview DriveBeltsville, MD 20705Dear MrDennis:This is in response to complaint #12716846, regarding MsBolanos's report of a neighbor's tree that fell
on to her car and the electrical lines connected to her house, during Winter Storm Riley, which impacted the Pepco regionCrews worked through challenging conditions that included severe winds, road closures, downed trees, and other debrisWe regret to hear that the consumer incurred damages to her car from the fallen tree due to this weather event.On March 4, 2018, a Pepco service crew confirmed that a tree fell on Pepco's secondary line; top part of tree was on the wire; and bottom half of tree was resting on carSubsequently, a crew completed removal of the tree limb on the service line.We thank the consumer for their feedback, which has been shared with our Customer Service Management team to aid in making process improvementsPepco appreciates all our customers in the region for their patience as crews worked to restore service.Thank you for the opportunity to respond.Sincerely,Harvey H