Permasil

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

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] ***

Dear [redacted] :This is in response to the inquiry on behalf of [redacted] 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

Ninth Street, NW Washington, DC 20068January 6, [redacted] Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: [redacted] Hyattsville, Maryland [redacted] Complaint No: [redacted] Dear [redacted] :This letter serves as a response to [redacted] 's follinquiryI appreciate the opportunity to provide the following information.Since the original complaint, the $deposit has been paid, and the three month installment plan remains activeAn installment plan affords the customer the opportunity to pay off the balance over an extended period of time while paying current charges in fullThe customer is more than welcome to revise the existing three month installment plan by contacting the Call Center at ###-###-####.The customer's rebuttal has not altered my original findingsTherefore, my initial response remains the Sarile.Sincerely,Stephanie R [redacted]

August 26, 2015Dear [redacted] :This letter serves as a response to your inquiry on behalf of our mutual customer, [redacted] regarding the assessed deposit for $at the above referenced address.Enclosed are copies of the bills for service rendered on October 23, to October 4, at the customer's former address at [redacted] ***, Washington, DC, to assist in clarifying the followingDeposits are requested from customers as stipulated in The General Terms and Conditions for Furnishing Electric Service in Maryland, page and 17, section (enclosed)Nine disconnect notices, one reminder notice, one deposit warning and one final bill reminder notice were rendered during the billing period provided, which represents an unsatisfactory payment historyAs a result of unsatisfactory payments, on January 28, 2013, a deposit for $was assessed on the former accountSubsequently, a deposit in the amount of $was appropriately assessed on the customer's current account in MarylandThe deposit amount is two twelfths of the annual historical usage at the premise.Based on the deposit criteria outlined in the tariff and the customer's payment history, the request for a deposit is warrantedThe deposit has been paid in full as a result of allocating incoming payments towards the depositLate payment charges totaling $were waived; however, the paid deposit and accrued interest will be automatically refunded, provided the customer demonstrates satisfactory paying habits over a consecutive twelve month periodA zero ($0) balance is required at the time of the request to switch the account into the customer's wife's name.I trust this information will assist you in responding to the customer's concernsIf you should need further assistance, please contact me.Sincerely,Stephanie R

Re: [redacted] Revdex.com H [redacted] Avenue Beltsville, Maryland 20705Dear Mr [redacted] :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 [redacted] '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 [redacted] '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

Dear [redacted] : This letter serves to respond to the above referenced customer’s concerns regarding the poor customer service they received while attempting to resolve a double payment transaction. I have reviewed the manner in which this issue was handled and appreciate the opportunity to offer the following information. First, I regret the customer’s experience with our Customer Service Representatives was unsatisfactory. Please understand we hold our employees to a high standard of professionalism and courteousness during any customer interaction. I will ensure that the customer’s concerns are forwarded to the manager of that department for immediate handling Review of the account reflects that the customer was not billed for April and April 6. Instead, there were two payment transactions that occurred on those two dates. On February 25, 2017, a bill was rendered for service from January to February 24, 2017, in the amount of $that was due March 20, 2017. The customer’s payment transaction reflects that on March 21, 2017, the customer made an online payment transaction through Speedpay in the amount of $332.19. Unfortunately, however, during that time period “Speedpay’ was having system issues with processing payments in a timely manner. Therefore, the customer’s payment was not debited from his bank account until April 4, In the interim, on March 27, 2017, another bill was rendered for service from February to March 24, 2017, in the amount of $that was due April 17, 2017. On April 6, 2017, the customer made an online payment transaction through Speedpay in the amount of $330.12. By this time Speedpay had fixed the payment processing issue and the payment was processed on that day. Thus, reflecting two payments in one month Again, I apologize for any frustration or any inconvenience the customer experienced as a result of his attempts to resolve this matter Sincerely Stan P [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: Regards, [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:Pepco responded by saying that that I have no substantiated a need for further review, nor have I provided any new additional documents to support my dispute? Pepco has all the supporting documentation on their end about how these errors were committedThey take no ownership of their poor customer service, or their poor processing of customer requestsPlease see below:Pepco transferred my services to my new apartment and set me up with paperless billingI had paperless billing on my old accountThey did not transfer my email address with the paperless billing optionThey supposedly sent me bills for a few monthsI want them to prove that they sent me ebills.? Pepco stated in earlier correspondence that they sent me a mailing with my new account numberThat mailing was sent before my service was transferredTO AN ADDRESS I DID NOT LIVE IN AT THE TIMECheck the dates for when service was requested and the date of that mailing.? I want an apology from Pepco about charging me late fees when they are at fault for their customer not receiving bills.? Regards, [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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The response was just a repeat of information that I was already aware of because you spent most of your effort explaining the payment plan of a bill that was already satisfied instead of addressing a solution to the delay in billing your system experienced or the fact that there was a poor move made by the company by sending the notification out months too lateThe $will be paid today on 12/but that still leaves $that we are expected to produce along with whatever chargers we generate in the next two months which will again cause our bill to be at least $in the upcoming futureI don't understand why I'm expected to pay a bulk bill due to the issues of a program that I don't even utilizePlease come up with a solution that better satisfies the needs of your customers and not just the companyThank you Regards, [redacted]

October 9, 2015Dear [redacted] .This is in response to complaint # [redacted] , regarding [redacted] 's billing and customer service concerns for the above referenced accountWe appreciate the Consumer for bringing his concerns to our attention and for his feedback.On July 31, 2015, [redacted] contacted Pepco to update information for his final bill and made a payment of $for service from June 4, to July 6, Subsequently, on August 3, 2015, a final bill invoice in the amount of $was rendered for service from July 6, to July 30, 2015, due August 24, On August 26, 2015, a collections notice was mailed to the customer and on September 5, 2015, the account was released to collectionsSubsequently, a payment of $was received on September 8, 2015, and the account was paid in full.Unfortunately, as a result of a processing issue, the mailing address was not updated Correctly when the customer contacted us on July 31, This resulted in the final bill invoice and collections notice being mailed to the consumer's former address, instead of [redacted] , Alexandria, Virginia***.We apologize for any inconvenience the consumer may have experienced as a result [redacted] 's feedback has been shared with our Customer Service management team to aid in making customer service improvements.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

[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 partially satisfactory, could have been completed much earlier to avoid the excessive utility bills? PEPCO's statement attempts to deny any wrongdoing, but I disagree? While I acknowledge that the meter has been reading correctly, it is not unheard of that a meter in a new building like this be connected to a different unit by mistake, regardless of the accuracy of the meter? Had the company acknowledged that a sudden monthly surge in energy consumption of 3-times my usage was abnormal, they could have sent a technician to confirm that the meter was reading only the usage from the correct apartment? That could have ruled out an exterior problem, and strongly suggested a problem with an appliance within the unit? Instead, they repeatedly suggested I look at ways to save energy? But telling me to use LED light bulbs and implying that the problem was my ignorance in how to properly manage my energy usage was was not helpful? More importantly, and for the record, the technician that finally came out (a week AFTER I had paid $out of pocket for an electrician) provided me with the daily energy consumption for my unit that included the year PRIOR to my move-in? Since I am the first person to live in this unit, the unit was EMPTY during that previous year (2014- Feb 2015)? A quick look at these charts shows that the daily energy usage was extremely high? Had they taken my concerns seriously, they would have seen that an empty, unused apartment was drawing 1,- 2,000+ kWh every month!!! ? That is insane? This should have stood out as abnormal, and they could have alerted me to this fact, or sent someone to investigate why an unused apartment would be causing a $250+ electric billand perhaps that something OTHER than my own usage was causing the high bills? Instead, PEPCO told me to look at ways to save energy? Unacceptable? I accept that the meter is accurate, and that the charges they assessed were correct for the energy drawn by me, OR a faulty HVAC unit? But PEPCO's FAILURE to assist in a productive manner is not excusable, and they should not be able to dismiss any involvement in the matter? They need to acknowledge that they should have done more to help me rule out possible errors, and taken these legitimate complaints more seriously, and we could have identified and solved the problem much earlier Regards, [redacted]

Ninth Street, NW Washington, DC [redacted] Revdex.com K StNW Washington, DCRE: [redacted] Washington, DC ***Dear [redacted] April 12, 2016Stan P [redacted] Special Investigation Representative Customer Relations Research and Resolution Department [redacted] This letter serves to respond to the above referenced customer regarding the billing of her accountI have reviewed the manner in which the account was billed, and would like to offer the following information.Review of the account reflects that the customer made a payment of $on March 1, On March 21, 2016, a bill was rendered for service from February to March 18, 2016, in the amount of $431.31, which consisted of the past due amount of $197,that represents a returned check in the amount of $and a $returned check chargeThis check payment was returned on April 11, The bill also included the customer’s monthly budget installment of $However, under thecircumstances I have taken steps to have the return check fee waived.I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan P

[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]

Date: Wed, Jan 20, at 8:AMSubject: [redacted] - Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: [email protected] Morning,? The following is our ? response to the Revdex.com complaint # [redacted] ? The customer's electric heavy up was completed on January 8, ? We apologize for any inconvenience and that the customer had to contact us more than once for a resolution? The customer can contact me directly if they have any further concerns or questions at ###-###-####.? Thanks,? Linda *B***| Special Investigations Representative? Pepco Holdings, Inc| Customer RelationsNinth Street N.W| Washington, DC 20068o: ###-###-#### | [redacted] @pepco.com?

September 23, 2015Dear [redacted] :This is in response to your inquiry on behalf of [redacted] regarding the delay in receiving monthly invoicing from Pepco since March 27, 2015.Pepco recently 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 conversion resulted in a delay with rendering this customer's billing.As of September 21, 2015, [redacted] 's Pepco account has been invoiced from March 27, - September 8, In a gesture of good customer service we have reversed the new party deposit request of $500.00.In addition, we have initiated a month payment arrangement to address the total balance due of $A minimum installment payment of $ is due on October 7, to maintain the payment arrangementBeginning with the next invoice issued after October 7, 2015, the payment arrangement installment of $will be in itemized on the bill and will be in addition to the current charges for the billing periodBoth the installment amount plus the current charges for the service period will need to be paid to maintain the payment arrangement.We sincerely apologize for any inconvenience and appreciate the customer's patience while we worked on getting this resolvedIf you have any questions regarding this information, you may contact me at the telephone number listed above.Sincerely,Linda B

Again, We sincerely apologize for the subsequent miscommunication provided by multiple Pepco employees regarding the refund of the customer’s paid security deposit for $We will bring this matter to the attention of our Call Center management team regarding policy refresher communication for our representatives concerning security deposit refunds.In our February response to the Commission, We stated for the next months if payments are made in full and on time by the due date, the customer’s paid security deposit for $will be eligible for refund in February of 2018.A review of the customer’s payment history re?ects from January through January 2018, the account has a past due balance under an installment plan and re?ects partial payments, missed payment and full payments, which makes the deposit ineligible for refundThe next eligible date for refund is January 27, 2019.As previously stated, utility can ask an existing customer for a security deposit if the customer has had two late or missed payments in one year, had service disconnected, is more than months past due on his/her account.The utility must refund the deposit with accrued interest after deduction for any charges owed when the customer discontinues service, if the customer has a good payment record for one year, and or if the customer otherwise establishes creditWhile Pepco is sensitive to occasional ?nancial hardships that may affect our customers’ ability to pay their bills in a timely manner, We expect our customers to pay their electric bills by the respective due date.Based on the deposit criteria outlined in the Code of Maryland Regulations (COMAR), the security deposit for $is warranted.Attached is a copy of the General Terms and Conditions for Furnishing Electric Service in Maryland, pages 16-17,section that addresses the security depositShould the customer maintain a satisfactorily payment record for months, the security deposit will be refunded with interest.The customer’s total bill amount is $1,Currently, the customer’s account is on deferred payment planTheamount due is $due by February 22, (see attached bill).The customer has also ?led a complaint with the Revdex.com, a copy of this response will be provided

Attached is a twelve (12) month billing history.Actual meter readings were used to bill the account each monthAs 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 consumptionOur customer’s through their individual patterns determine the actual kilowatt-hour consumption registered on their meter from one actual meter reading to the nextIt 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 heatingAdditionally, 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 messageOn March 5, 2016, an energy advisor returned [redacted] call, however, was unsuccessful in their attemptThe energy advisor left a message including a phone number for [redacted] to return the call for assistancePepco has no record of [redacted] contacting Pepco again regarding this matter On August 9, 2016, [redacted] established an installment plan for the balance of $which defaulted due to insufficient paymentOn November 30, 2016, a Final Notice of Service Termination was issued requesting the past due balance of $to prevent the interruption of service on or after December 15, A payment of $was received on December 13, [redacted] established a second installment plan on January 9, 2017, for the balance of $which is still active The current account balance is $Per the terms of the installment plan agreement, a payment of $was due March 15, The balance due of $includes current charges totaling $166.99, an installment paymet of $and an installment reduction amount of $Pepco is willing to renegotiate the current installment plan at the customer’s requestThe 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 resumeRegarding [redacted] ’s concerns regarding the accuracy of the meter, the customer may contact Customer Service and request a meter testThe meter is located in the basement of the buildingFor 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***Escalated Investigations Representative

June 16, 2017Mr* *** *** *** *** ***
*** * *** *** *** ***
*** ** ***RE: *** *** *** *** *** *** *** *** *** *** *** ***Dear *** ***Please accept this in response to complaint #121951.58, regarding ***
*** billing concerns for the above referenced accountWe regret to hear that the consumer has to contact us more than once to have her concerns addressedI have reviewed the consumer's account and would like to offer the following informationAttached is a billing statement from January 8, 2016, to July 13, 2016.The consumer has been the accountholder from January 8, 2016, to July 13, *** *** account was closed as of July 13, 2016, which resulted in a final bill balance of $290.41.Our records indicate the bills were initially estimated on meter ***, which was not Communicating remotely with our meter data management systemSubsequently, the existing meter 1*** was exchanged with new meter ***, which resolved the issueThe new meter was updated to the billing records effective April 7, 2016.As reflected on the billing statement, bills from January 8, 2016, to April 6, 2016, were estimated and bills from April 7, 2016, to July 13, 2016, were based on actual meter dataAfter completion of my review, an adjustment for the February bill from January 8, 2016, to February 4, 2016, was not needed, since the consumer was billed for ***However, the estimated March bill for kWh in the amount of $279.17, and the April bill for kwh in the amount of $279.80, were revised using a per day average of kWh from the service period April 7, 2016, to July 7, 2016, which was based on actual meter data from the new meterAs a result, the March bill was revised for kWh in the amount of $126.39, and April bill was revised for kWh in the amount of $142.93.For the service period February 5, 2016, to April 6, 2017, the difference between the original billed amount $and revised amount $is $308.65; therefore, a credit adjustment of $was applied on the accountAfter applying the credit adjustment of $308.65, a peak energy savings credit of $3.75, and a late fee removal of $3.67, from the final bill balance of $290.41, a credit balance of $25,remalmS.A refund request has been submitted to return the credit amount of $to *** ***This process normally takes business daysWe appreciate the consumer's patience while this matter was being resolved.regret any inconvenience the consumer may have experienced as a result of this matter and trust this information will serve to satisfactorily resolve *** ***'s concerns.Sincerely,Harvey H

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