Permasil

Ninth Street, NW Washington, DC 20068March 10, [redacted] Landover, Maryland [redacted] Re: Account Number: [redacted] Dear [redacted] ***:This letter serves to acknowledge your recent inquiry received from the Revdex.com to have a payment arrangement re-established on your accountI have established an month installment plan as follows:• An initial down payment of $is due March 30, No other payment will be due until the April 7, invoice is issued.• The remaining balance will be paid in monthly installments of $with the final installment of $This installment amount will be in addition to your current monthly charges for the service period and the terms of this arrangement will be reflected on the next billing statement issued on April 7, 2016.Please note that the full amount of your bill becomes due if the terms in this agreement are notadhered to and your account will be subject to collection activity up to and includingdisconnection.Please feel free to contact me directly, if you have any further questions or concerns.Sincerely,Linda MB Customer Relations Department (W) ###-###-####

[redacted] Washington, DC ***March 8, [redacted] Trade Practice ConsultantK Street, NW, 10" FloorWashington, DC 20005-3404RE: [redacted] Revdex.com Complaint - [redacted] ***Dear [redacted] :The following is being provided to respond to the additional questions received from [redacted] I appreciate the opportunity to provide the following information.In response to the customers question about the type of meter reading used to bill her account, records show a smart meter was installed at the service address on May 30, The smart meter communicates meter readings remotely used for billing and has therefore eliminated the need for a meter reader to visit the property to obtain a monthly readingI have confirmed that actual meter reading data has been used to bill the electric account for [redacted] since her occupancy date.In response to ongoing billing concerns, a voice mail message was left for [redacted] on February 16, 2017, to advise that a meter test was scheduled for February 21, On February 21, 2017, the electric meter was tested and found to be recording with an overall accuracy of 100.0%The meter technician also noted the meter reading of during the test as per the company processThis meter reading was in line with the remote reading of used to invoice the account on January 25, [redacted] is not in a position to prove or disprove what internal factors may have contributed to the higher than anticipated electric consumptionOur customers, through their individual usage patterns, determine the actual kilowatt-hour consumption registered on their meter from one actual meter reading to the nextPrimarily, the major energy users in the home such as the heating/air conditioning, electric hot water heater, refrigerator, dryer and lighting all contribute to the overall electric billHeat pumps do require more energy to heat the home and therefore results in more consumption and higher bills.As previously stated, a [redacted] Energy Engineer performed a field visit with the customer to help her understand why the bill was so highWe suggested that the thermostat to be set at degrees in the winter for maximum energy efficiencyWe do not recommend that a customer turn off their heating systemIn addition, we recommended that the customer have her heat pump check for proper functionThe customer has acknowledged that all appliances have been checked by her property maintenance and reported to be operating properly[redacted] March 8, Page 2In response to the customer's request for information on Maryland’s Energy Choice, a list of licensed third party energy suppliers can be found on the Maryland Public Service Commission websiteIn response to the customers concerns of [redacted] charging high winter rates, our rates are regulated by the Maryland Public Service CommissionI have confirmed that we are billing the account using the Maryland Residential R rate scheduleAs per the Maryland R rate schedule, summer rates are in effective from June - October and winter rates that are in effect from November - MayIn response to the customer's statement about being charged an emergency heat rate, we have no way to identify when customer's heat pump is operating in auxiliary heat mode or emergency heat modeIn addition, we do not offer a different billing rate for Maryland residential customers who heat their homes with electricity.In response to the [redacted] Reward program inquiry, the customer's account is enrolled in the 50% cycling optionThe customer received a one-time enrollment bill credit of $on March 30, Per the terms of participation in the program the customer has received $bill credit each month with invoices issued during June 2015- October and during June 2016- October The customer can opt out or change the level of participation to receive more bill credits by contacting ###-###-####.The invoice issued on February 23, 2017, reflects a credit adjustment of $128.5lThis credit represents the courtesy cancellation of all late fees previously assessed from May - January In addition, the paid security deposit of $plus interest of $was also released as a courtesy, and applied to the customer's account balanceThe customer can contact Customer Service at ###-###-#### for payment arrangements, if unable to pay the total amount due by March 16, 2017.Based on my review the customer's electric account has been billed accurately based using actual meter reading data using the correct billing rate.I trust this additional information will address the customers concerns.Sincerely,

July 19, 2017? ? [redacted] The Revdex.comK StNW, 10th FloorWashington, DC 20005-3404? ? RE: [redacted] ? ? ? ? ? ? [redacted] NW #***? ? ? ? ? ? Washington DC? ***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Dear [redacted] :? This is in response to complaint # [redacted] , regarding the consumer’s billing concerns for the above referenced account.? We regret that it was necessary for the consumer to contact us more than once to have their concerns addressed.? ? I have completed a review of the account and would like to provide the following information.? In May 2016, the consumer’s account was closed, which resulted in a credit balance of $However, in September 2016, a refund check in the amount of $was issued, which resulted in an over-refund in the amount of $21.10.? Subsequently, in June 2017, a collections notice for $was sent to the consumer.? As a courtesy, on July 18, 2017, the charge has been recalled from collections and the balance of $has been removed from the consumer’s account.? We apologize for any inconvenience the consumer may have experienced as a result.? We appreciate the opportunity to respond and trust this information will serve to satisfactorily resolve the consumer’s concerns.? Sincerely,? ? Harvey H [redacted] ?

[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: [redacted] I am rejecting this response because:Their may be no operational or safety hazards to the equipment on our property, but I stated in my last rejection, we purchased a new homeby purchasing a new home, the premise is that the home and the property is not damagedThe damage was done prior to us closing on our homeMy wife and I have file an official complaint with the State of Maryland, Office of the Attorney General, Consumer Protection Division; Case number: **- [redacted] ; with this issue being one of our grievancesI hope that Pepco and the builder, [redacted] , can come to an agreement and properly correct this issueIt should not be the customer to fit the bill for corrective actionPlease let me know if any further information is required Regards, [redacted] ***

Ninth Street, NW Washington, DC 20068April 12, [redacted] The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: [redacted] Capitol Heights, Maryland Account # [redacted] ***Dear [redacted] :This is in response to complaint # [redacted] , regarding [redacted] '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 ( [redacted] ), which replaced the analog meter ( [redacted] ) 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 [redacted] 's concernsIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

Date: Mon, Jul 18, at 8:AMSubject: Response from Pepco - Revdex.com inquiry # [redacted] Good Morning,? This is response to the status of your refund of the credit balance on your previous account at [redacted] ? [redacted] , North Potomac, MD ***? I offer the following information.? ? On February 3, 2016, a final bill was rendered on # [redacted] at [redacted] , North Potomac, MD [redacted] with a credit balance of $? On June 24, 2016, an additional $of deposit interest increased this credit balance from $to $? This credit balance of $was transferred to your electric account # [redacted] ? at [redacted] ***, Rockville, MD [redacted] and is reflected on page of your June 28, invoice in the electric summary section? ? I have attached a copy of your June 28, 2016, invoice for your review.? Please feel free to contact me if you have any further questions or concerns.? Sincerely,? 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 depositA security deposit is calculated as two months of the estimated average annual electric billIn 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, At the time the account was set-up, [redacted] was charged a $security depositAs a result, [redacted] contacted our Customer Service department on June 10, and requested the security deposit to be removedAt that time the representative initiated a review of the security deposit assessed to the accountOn June 20, 2016, upon completion of the review, the $security deposit was waived based on the payment history of [redacted] ’s previous Pepco accountI spoke with [redacted] on June 21, and advised him of such.? Please accept our apologies, for any inconvenience experienced by the customer.Sincerely,Michelle G***

September 25, 2015Dear [redacted] .This letter serves as a response to your inquiries received on September 10, and September 23, on behalf of our mutual customer, [redacted] and his request for banking information.Upon further review of the payment records, we determined since March 2010, the bills were paid online using our My Account portal; the last four digits of the [redacted] bank account are ***The following electronic check payments were dishonored: $on August 10, 2015, and $on September 9, 2015; a $return fee was assessed to each transaction, and checking privileges were subsequently revoked.The customer's request to waive return fees totaling $was honored and checking privileges has been reinstatedOn September 17, the account was enrolled into our Direct Debit program, which allows the customer to pay the bill automaticallyTo avoid overpayment and confusion, the customer is encouraged to log into My Account and remove the aforementioned banking informationLogin assistance is available by calling Customer Service at ###-###-####.Regretfully it was necessary for the customer to contact us more than once to get the assistance needed.I trust this information will assist you in responding to the customer's concerns.Sincerely,Stephanie R

According to Pepco’s records, [redacted] ***? previously established service with Pepco effective March 1, for service location [redacted] Apt ***, Rockville, MDThe account was final billed September 26, in good standing When [redacted] established service for current service location [redacted] ***? Apt ***, Rockville, MD, a deposit was assessed in the amount of $in accordance with [redacted] According to [redacted] ***.**, 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 [redacted] may forward the referenced documents via fax at ###-###-#### According to [redacted] ***.**, 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 [redacted] 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

[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: [redacted] I am rejecting this response because:Pertaining to my original complaint this is about [redacted] double charging our company for Electric usageAnd also stating we received a renew contract that I did NOT receivedThey're argument that they are certain we received it is appallingIf they KNOW we received it they I would like a return receipt providing proof I or any one else received this renewal noticeAs I am new to the position I did not know of ANY renewalAnd with going over the bills since August 2015, we wanted to leave ***The Lack of "customer Service" from the company has dragged this out PAST what would have been our renewal of our contract, since no one ever called me back that was able to assist in the problem stated each phone call, I believe as right to the customer, and with no knowledge, lack of customer service answers, phone calls and contact at all, we have the right to leave contract at no faultAnd no early termination fees.IF [redacted] pre purchased the kwh for our company to use, why is pepco charging us ALSO? Why can NO [redacted] energy customer service rep answer ANY of my questions in a TIMELY manner?They would call me back with answers to questions I never asked and they Advise me someone else would have to call me backWhich took days to weeks.We request that the contract be terminated at no cost to [redacted] and [redacted] due to the reasons listed above Regards, [redacted]

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?

Ninth Street, NW Washington, DC 20068February 1, [redacted] The Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404RE: [redacted] ***Rockville, Maryland [redacted] Account: [redacted] Dear [redacted] :This is in response to complaint # [redacted] , regarding [redacted] '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 [redacted] '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**

Good Afternoon,I spoke with the customer on Friday May 5, and? he was able to send me a copy of the endorsed check used to make the? $payment that had not yet been applied to the accountOn Monday May 8, the payment was located and appliedA keying error at processing resulted in the payment not being correctly allocatedI contacted [redacted] on May 10, and left a message advising that the payment was received and to apologize again for the delay in locating and applying the paymentAll late payment fees incurred as? a result of the misapplied payment were removed.We appreciate the opportunity to respond to the matter

[redacted] , NW Washington, DC ***December 21, [redacted] Trade Practice Consultant Revdex.comK Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] case # [redacted] Fort Washington, Maryland ***Dear [redacted] :Thank you for contacting Pepco on behalf of our mutual customer, Mr [redacted] I appreciate the opportunity to provide the following information.In January 2015, Pepco transitioned to a new customer information and billing systemAlthough 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 phaseUnfortunately, the system conversion resulted in a delay in rendering this customer's invoices during the first quarter of this yearAdditionally, a recent issue involving the customer's third party supplier was identified, resulting in a delay in rendering the October and November invoices.I have reached out to the customer as requested and explained that we are working diligently to resolve all issues and to let him know that we sincerely appreciate the customer’s patience while we work to get this correctedI will review the customer’s invoices over the next few months to ensure the billing is accurate and timely.Sincerely,Linda *B***

October 19, 2015Dear [redacted] :This Letter serves to respond to the deposit request for the above referenced customerI have reviewed this matter and would like to offer the following explanation.Deposits are requested from customers as stipulated in The General Terms and Conditions for Furnishing Electric Service in Maryland (GTCMD), page 17, Section (attached)Although monthly payments were received, in some instances the customer's estimated payment did not equal the total amount of the bill, resulting in an arrears balanceDuring past months, six reminder notices, two disconnect notices were rendered, which represents an unsatisfactory payment recordConsequently, a $deposit was requested with the bill for service to September 23, The deposit represented approximately two-twelfths of the customer's annual usage.Deposits with accrued interest are refunded automatically upon demonstration of a good payment record over a twelve month periodIn addition, the customer was given an opportunity to pay the deposit in installments, but she refusedHowever, that option remains open should she decide to enter into that payment plan.Sincerely.Stan P

Re: [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.Based on our records, a request to start service was submitted online for unit # [redacted] in the name of [redacted] On January 7, 2016, we were advised that the service should have been established at # [redacted] 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 [redacted] 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 [redacted] 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

April 28, [redacted] The Revdex.comK Street NW 10" FloorWashington, DC 20005-3404RE: [redacted] Revdex.com# [redacted] Bowie, Maryland ***Account number: [redacted] ***Dear [redacted] :This is in response to [redacted] ’s concerns regarding payment arrangements and the security deposit for the above referenced accountWe appreciate the consumer’s feedback and would like to offer the following information.One of the reasons existing customers may be assessed a deposit is failure to maintain a satisfactory payment historyHowever, before the deposit is assessed customers are notified in writing to contact us if they need assistance or would like to make payment arrangementsThe notification also informs consumers that a security deposit may be assessed and that any existing security deposit being held may be increasedAdditionally, if assessed, the deposit will be returned with interest once a satisfactory payment history is established.In some instances we will make an exception to our deposit policy and as a one-time courtesy, we will waive the deposit upon payment of the account balance in fullWhen this exception is made, the customer is informed that failure to pay future bills on time will result in the deposit being reassessedAlthough it is not our intention to cause any undue hardship for [redacted] , her failure to pay her bills in a timely manner resulted in reassessment of the depositTherefore, although the deposit will not be waived a second time, we are able to offer [redacted] a 12-month installment plan on her total balance [redacted] may either contact me at the telephone number referenced above or Customer Care at ###-###-#### to establish the payment arrangements.Thank you for the opportunity to respond.Sincerely,

Ninth Street, NW Washington, DC 20068March 28, [redacted] Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Fort Washington, Maryland Complaint No: [redacted] Dear [redacted] :This letter serves as a response to your inquiry received on March 9, on half of our mutual customer, [redacted] and the account's billing.Upon further review of the metering and billing records, we determined on January 7, 2016, a net-meter ( [redacted] ) was installedAfter receiving several inquiries from the customer regarding the conflicting net-meter ( [redacted] ) printed on the bills, we conducted a field visit February 19, and confirmed the correct net-meter installed on the premise is [redacted] .While updating our system in January to reflect the new meter, we mistakenly updated the account's record with the incorrect net-meter ( [redacted] )Consequently, all bills rendered after the meter exchange are incorrect, including the adjusted bill issued on February 17, for service rendered on December 31, to January 28, for $Since discovering the error, the account's metering records have been updatedAdditionally, corrections to the billing are in progress to show accurate consumption recorded on the new net-meterThe bills will be cancelled back to December 31, 2015, which is the last scheduled meter read date prior to the meter exchange, and billed forward.Regretfully it was necessary for the customer to contact us more than once to get the assistance neededFurther, we apologize for the inconvenience and confusion this matter has caused.I trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie R [redacted]

On June 19, 2017, Pepco received a request form [redacted] to transfer service effective July 8, to service address [redacted] Washington, DCThe request was initiated however due to a system error the transfer of service was not completed According to Pepco’s records, [redacted] 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 [redacted] contacted Customer Service regarding the outageThe request to establish an account for [redacted] was initiated however due the system error the move in was not completed A new account, account number [redacted] , has been successfully established for [redacted] 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

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