Permasil

Dear Mr***:May 5, 2016Re: *** ***Pepco Account No*** Revdex.com Complaint No: ***This letter serves as a follresponse to Mr***'s request to absolve the account balance.The customer's concern regarding the circumstances which created the unexpected settlement balance is understandableHowever, a concession to the account balance is not warranted as the delay in recalculating the monthly average payment had no impact in the reliability or delivery of the electric serviceOur intentions are not to create a financial hardship, which is why an extended payment arrangement is available upon request.The customer's rebuttal has not altered our original findingsTherefore, our initial response remains theSincerely,Stephanie R###-###-####

Attached is a twenty-two (22) month billing history statement to assist in clarifying the following information A Final Notice of Service Termination was issued on December 8, requesting the past due balance of $1,to prevent the interruption of service on or after December 23,
The notice continued to advise a security deposit may be assessed or increased if a deposit has already been assessed on the accountA deposit in the amount of $was assessed on December 9, According to Pepco’s records, *** ***’s service has been terminated four (4) times within the past twelve (12) months due to non-paymentOn June 1, 2017, a Final Notice of Service Termination was issued requesting the past due balance of $1,to prevent the interruption of service on or after June 16, 2017. Payment was not received and service was terminated on June 21, Pepco restored service after receiving a payment of $1,A six (6) month installment plan was established for the balance of $and the deposit amount of $which defaulted on July 20, due to insufficient payment. On July 13, 2017, Pepco received a request to waive the depositThe request was denied due to the account historyPepco’s position remains the same The current account balance is $1,013.24, including $in current charges, a late payment charge of $2.65, reconnection fee of $35.00, outstanding deposit amount of $and $in a past due balancePepco is willing to establish a six (6) month installment plan after a payment of $due by August 16, The customer may contact Customer Service at ###-###-#### to make payment and establish the offered payment arrangement Failure to adhere to the terms of the installment will result in the installment plan defaulting and collection activity, up to and including termination, to resumeI trust this information will assist you in addressing the customer’s concerns.Sarah M***Escalated Investigations Representative

October 19, 2015Dear *** ***: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

[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: ***
I am rejecting this response because:For the second time, as noted by Pepco reps, the excessive billing was due to an oversight on their part, and Pepco's mismanagement of the process/Program. To settle this matter I will obviously seek legal support.Thanks for all your professional efforts, Revdex.com
Regards,
*** ***

Harvey H**, Escalated InvestigationsCustomer Relations, Research & Resolution ###-###-####Ninth Street, NW Washington, DC 20068January 8, 2015*** *** *** The Revdex.com K St NW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** ***
Bethesda, Maryland ***Dear *** ***:This is in response to complaint #***, regarding *** ***'s billing concerns for the above referenced accountWe appreciate the consumer for bringing her concerns to our attention.Deposits are requested of customers establishing credit, who have maintained a less than satisfactory payment record over a month period, or due to service interruption for nonpayment of an outstanding billWe sincerely apologize that the consumer was not informed of the deposit of $145.00, when the electric service account was established on November 2, On a customer relations basis, this initial deposit requirement of $has been removed.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**

*** ***,Our records show that *** *** was the account holder at *** *** *** #***, Landover Maryland *** from September 23, until the account was closed on May 8, 2017. On April 24, 2015, at the request of *** ***, her account was noted giving you permission to discuss her electric account. A refund check for $was issued in the name of *** *** after the electric account was closed on May 8, 2017, which represented the credit balance on the account. While you had permission to discuss your mother's account, this does not allow us to issue a refund check in your name without supporting documentation.In order for Pepco to issue a refund check in your name, we will require a copy of the death certificate and Letter of Administration. A Letter of Administration is a document that is issued by the courts naming you as the person who has authority to handle your mother’s estate. You may fax or email the requested documentation to my attention via email at ***@pepco.com or by fax ###-###-####. Once this documentation is received, I will expedite the refund request.Please feel free to contact me at ###-###-####, if you have any further questions.Sincerely,Linda *B***

September 25, 2015Dear *** ***.This letter serves as a response to your inquiries received on September 10, and September 23, on behalf of our mutual customer, *** *** 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 *** *** 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

On September 25, 2017, Pepco received an online application
for service for service location *** *** *** *** *** Silver
Spring, Maryland, for account holder *** ***At this time, account number
*** was established for *** ***Due to a system defect, the account
was not
allocated to the service address and failed to billThe property management
was automatically reinstated as the responsible party for the service location
after the previous account holder stopped service effective September 27,
*** *** contact Pepco on December 11, regarding the
account statusOn January 19, 2018, *** *** contact Pepco again regarding the
lack of an invoice for her Pepco accountAn investigation order was issued to
our applications technology teamThe investigation was escalated on March 8,
On March 15, 2018, billing corrections were issued for the
referenced service locationBilling for service periods September 28,
through March 7, was cancelled for the property management companyA new
account number, ***, was established for *** *** effective September
29, A security deposit in the amount of $was assessed on the
accountAs a courtesy, Pepco has waived the assessed security deposit
*** ***’s account has been billed to the most recent
scheduled meter reading date of March 13, The current account balance is
$due by April 10, Pepco apologizes for the error and the
inconvenience incurred by both *** *** and the property management company
Pepco is willing to establish payment arrangements at the customer’s requestShould
*** *** desire payment arrangements, she may contact Customer Service at
###-###-####.Sarah M***Escalated Investigations RepresentativePepco Holdings

February 23, 2016*** *** *** Trade Practice Consultant Revdex.com 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.Attached is a bill history statement from November 21, to February 10, for your reviewBased on my investigation of the customer’s account, all the bills were based on actual, cumulative remote meter readingsAlthough Pepco cannot provide information on what internal factors contribute to the customer’s electrical usage, it is notable that the billing history reflects higher electrical usage during the winter months (November through May).Our records indicate that the customer’s heating source is electricThis information may help explain the higher than expected winter billsGenerally, as external temperatures fall, the heating system has to work harder to maintain the temperatures set on the customer’s thermostatTypically, increased winter consumption may be attributed to increased usage/demand for equipment and appliances that provide heating.Currently, the customer’s account reflects a total balance of $that is due on March 3, 2016, which includes the prior balance of $306.00, a $late payment charge, and $in current chargesAdditionally, the balance includes $in outstanding supplier charges from a prior address (*** *** *** Hyattsville, Maryland)If the customer would like to establish payment arrangements, please have her contact us.As it relates to *** ***’ supplier billing issue with *** *** Supply; deregulation bylaws prohibit Pepco from discussing supplier related inquiries, policies and/or practicesThis includes supplier changes, charges, or feesFurthermore, the customer’s present balance does not include any supplier chargers from her current address.Thank you for allowing me the opportunity to respondIf you have any questions, please contact me.Sincerely,Shannah F

Re: Revdex.com Complaint #*** *** *** *** *** *** *** Derwood, Maryland ***Dear *** ***:This letter is in response to your second inquiry on behalf of *** ***I regret my previously response did not satisfactorily resolve *** *** concerns.As stated, a request to start service was submitted online for *** *** ***, Derwood, Maryland, unit #***, Derwood, Maryland *** in the name of *** ***On January 7, 2016, we were advised that the service should have been established at #*** instead of #***Therefore, we reversed the account that was set up at the incorrect addressWe established a new account in *** *** name under the correct address for unit #*** effective the date of occupancy (August 17, 2015)On January 20, 2016, we rendered *** *** an initial bill that covered the service period of August 17, to January 19, for $1,051.01.As mentioned, all of the bills rendered during that timeframe were based on actual, cumulative readingsAdditionally, on April 5, 2017, we tested the meter serving *** *** apartment #***The meter tested at an overall accuracy rating of 100.0%.As a courtesy, we waived the unpaid portion of the security deposit for $The current balance due is $Should *** *** require payment arrangements, we will be more than happy to assist withestablishing a reasonable installment plan.I trust this information will serve to resolve *** ***s ongoing concernsIf you have any questions, please contact me.Sincerely,Shannah F

Dear *** ***,We want to offer our condolences on the passing of your mother. In response to your request for a refund I offer the following information.On May 16, 2017, a final invoice was rendered that reflected the credit balance of $on the account after
it was closed on May 8, 2017. Per the established process a refund check was issued for $for the credit amount. The refund check was issued in the name of *** *** who was the customer of record when the account was closed. In order to have a refund check for $re-issued in your name, we will need a copy of the Letter of Administration and a copy of the death certificate. You may fax or email the requested documentation to my attention via email at ***@Pepco.com or fax at ###-###-####. Once this documentation is received I will expedite the refund request for you.We take our customer service goals very seriously and we apologize that you had to contact us more than once for a resolution. We have forwarded information from your complaint to our Quality Leadership team to be used for coaching and training purposes.Sincerely,Linda *B***PepcoEscalated Investigations Representative

[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 paid the high deposit of $even though I know I was singled out and targeted by PEPCOI have paid PEPCO my hard earned money of $I still stand with the fact PEOCo has ripped me off!
I have a good history with PEPCo paying them at *** *** account ending in *** and again in Bethesda!
Regards,
*** ***

November 11, 2015Dear *** ***:This letter serves to respond to the ongoing concerns regarding the request for a Security Deposit for the above referenced customerI regret that our previous response did not satisfactorily resolve the customers" concernsAny deposit the customer may have paid previously was for another address, and it was either used to pay the final bill at that address, or refunded to herShe has not paid a deposit at her current address.As she stated in her response, the previous bill was paid in full: however, the payment included the $deposit payment, and as previously stated, deposits with accrued interest are refunded automatically upon demonstration of a good payment record over a twelve month period.Sincerely.Stan P

[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: Pepco failed to follow directions when I set the account up for the property on *** ***, and instead of sending the billing statement to my office as directed, the bill went to the vacant property. Pepco can see by my billing history that I have held dozens of accounts with them over the last several years that have been successfully paid on time. I have had this conversation with Pepco reps and it seems to fall on deaf ears. Poor service! Poor systems! Bad reputation! If I had another choice in an electric company for this area, I would have chosen ***They actually listen to their customers and respond to their needs appropriately.
Regards,
*** ***

I spoke with *** *** today and established a new payment arrangement. This payment arrangement has cancelled the day disconnection action. Attached is a copy of the letter sent to the customer to confirm the payment terms. I hope this information is helpful in responding to the concerns of the customer.Thanks,Linda *B***PepcoEscalated Investigations Representative

Complaint: ***
I am rejecting this response because:As I stated in my response earlier, I have already moved out of the apartment by December 1, According to Pepco's billing statements, the empty apartment used $in December, and $in January, with nobody living inside itAnd I have called Pepco to make sure that my service was cancelled but now Pepco's records did not reflect the changesIf Pepco really wanted to resolve the matter correctly, the company would have already done so when the problem first arises, not insisted the customer take the blame face down two years later.I will have to take my complaint to other government agencies
Regards,
*** ***

Dear *** ***, Our records show *** *** *** contacted the Pepco Executive Line on January 9, 2017, and left a message for a return call. On January 11, 2017, a Special Investigations Representative acknowledged *** *** call and his request to speak to a Pepco
Executive regarding his bill. *** *** was advised that his inquiry would be forwarded to our Special Investigations Department for assignment to a representative who would follow up on his billing concerns On January 11, 2017, a Special Investigations Representative spoke with *** *** and addressed his billing concerns explaining that his invoice dated December 29, 2016, reflected the cancellation of the payment arrangement after payment was not received by the billing due date on December 20, 2016. Our records show that the payment was subsequently received on December 30, 2016. As resolution, we advised *** *** that we would be happy to reverse the late fee and established another payment arrangement. A letter was sent to *** *** to confirm the action that was taken We take our Customer Service goals very seriously and we apologize if we failed to meet *** *** expectations when he contacted our Executive Line. We have forwarded a copy of *** ***’s complaint to our Management Team for further review and coaching purposes I hope this information is helpful in responding to the complaint for *** *** ***. Sincerely, Linda *B***PepcoSpecial Investigations

Ninth Street, NW Washington, DC 20068February 18, 2016Mr*** *** The Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404RE: *** ** *** *** *** NE Washington, DC *** 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 matterI have completed a review of the account and would like to provide the following information.In January 2015, *** ***'s account was closed in error, which resulted in a service disconnectionThe service was restored the following dayDespite our efforts to reinstate the customer's account records in January, February, and April 2015, a processing issue prevented the account from billingSubsequently, on January 29, 2016, the customer's account records were properly reinstated and billing resumed.Please convey our apologies to *** *** for any inconveniences she experienced as a result of this matterGoing forward, *** *** can expect to receive bills in a timely manner.The account currently reflects a total balance of $that is due on February 19, 2015, which is shown on the attached billing from January to January I have placed a temporary 30-day hold on the account to allow *** *** time to contact us should she Wish to establish extended payment arrangements.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

*** *** *** is not the customer on recordDue to confidentiality practices, Pepco cannot disclose account information regarding the referenced addressAccount information may only be disclosed the account holder

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*** *** ***This letter is in response to *** *** concerns
regarding her security deposit.*** *** September invoice shows she began with a zero balance forwarded, and current charges of $445,08, no payment was receivedBeginning with the October invoice to the March final bill, the customer carried forward an outstanding balance from the previous month.The customer started service on May 27, The original $deposit was received in full as of 6/28/Due to the payment history, in February of the customer's deposit was increasedThe new deposit was equal to an estimated two months (2/annual) of average usage, as allowable in the regulations detailed belowThe February invoice illustrates the new deposit of $was applied and the $390,deposit held and $of accrued interest were returned,From September through March 5, the customer was billed for $2,523.9E of usage, $19,in late fees, and the $net deposit increase ($620.00-$390.13)The customer rendered $1,in payments leaving a remaining outstanding balance of $As shown on the final bill, the $security deposit and $of accrued interest ($paid portion pf the deposit was refunded, $of interest was refunded, and the $outstanding portion of the deposit was cancelled) were subtracted from the balance dueThe $outstanding balance less the Sdeposit adjustments total $which is the balance that appeared on the customer's final bill due by April 3, Please findan illustration of this explanation below.Sincerely,Michelle G