Complaints

This profile includes complaints for Potomac Electric Power Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Potomac Electric Power Co.

  701 9th St NW Rm 7412 Washington, DC 20001-4572

  
• 

  Potomac Electric Power Co.

  701 9th St NW Ste 1000 Washington, DC 20001-4572

  
• 

  Potomac Electric Power Co.

  701 9th St NW Rm 7038 Special Investigations Department Washington, DC 20001-4572

  
• 

  Potomac Electric Power Co.

  1801 K St NW Ste 900 Washington, DC 20006-1301

  
• 

  Potomac Electric Power Co.

  5 Collins Dr Stop 84CP26 Penns Grove, NJ 08069-3600

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a new account with Pepco: 10/31 - I was assessed a $ 575 security deposit (which I paid) I asked why I was assed the fee and was told that ******** did it. When I contacted ******** they had no knowledge of it. When I asked Pepco for more information to help ******** with their search, I was told that they wouldn't have a record of it because it was a soft inquiry. I have an entire list of soft inquires listed with ********. When I pushed for details on exactly which item made me responsible for paying a deposit I was told it was done in error and a refund would be submitted. The "refund" turned out to be a credit to the account. When I requested to have the money returned to the original form of payment. On 18 Dec I was told that it was in progress (3-5 business days) and I would receive a text to complete the transaction. I never received that text. On 22 Dec I was told it was in progress and would take 7-10 business days. On 29 Dec I was told it was in process and would take 7-10 business days. This entire time I've paid my bill in full. However between 22 Dec and 29 Dec my balance dropped from $-577.47 to $-207.49. I went to the site to see what the money was used for however I could not account for it in my account history. I have a voicemail recording of the first conversation and emails of all others.

  Business Response

  Date: 01/22/2024

  The following serves as response to Better Business Bureau Complaint #******** regarding consumers request for deposit refund of $575.00 on Pepco electric account.
  
  On September 29, 2023, the account was established and a residential deposit of $575.00 was requested. On November 16, 2023, deposit was paid On December 18, 2023, a request was submitted to waive the deposit requirement, and the paid deposit was released and applied to the account. On December 28, 2023, the December 2023 bill was issued in the credit amount of $207.16. As indicated on page 2 of this bill, deposit refund $575.00 and deposit interest $2.47 were applied against the current charges $370.31, which left a credit balance of $207.16.
  
  Subsequently, on January 10, 2024, refund check number ***** was issued in the amount of $207.16 and mailed to address on file.
  
  At this time, Pepco is no longer holding any paid deposit money on the account.
  
  We appreciate ************ for sharing her feedback with us, which has been shared with leadership to aid in customer service and process improvements.

  Customer Answer

  Date: 01/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because there was no mention of why the deposit was required. Pepco said it was due to information from ********. After contacting Pepco and ******** there is no record of Pepco requesting information from ********. 
  

  Pepco is the only company that I've had dealing with as far back as I can remember that deemed me a financial risk (which was revered after months of try to get them to explain why I am a risk) and I would still like to know why. What in my credit history warranted a deposit? They keep saying I have to ask ******** but ******** has no record of releasing any information to Pepco. 
  

  How did Pepco determine that  I was a risk? 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a payment arrangement on 11/27 for $210 to be made on December 5th and to pay $38 a month and the last month $38.33. I called 11/28 to confirm if the lights were going to be turned off or not because I was receiving notifications off shut off notice and they told me to disregard it. On 12/5 the company shut off my lights and charged me a $35 fee to reconnect. I contacted Pepco and told them about the arrangements and they turned it back on, but it is still a breach in the contract. I believe that the deposit or all of the electric bill be waived.

  Business Response

  Date: 12/22/2023

  To Whom It May Concern:
  
  The utility received this same complaint on behalf of ******* ****** filed with the Maryland Public Service Commission (MDPSC Case #********).  Pepco is regulated by the Maryland Public Service Commission and therefore the utility is required to provide a wrtten response to *** ******'s complaint filed with the Maryland Public Service Commission on 12/27/23.  Therefore, we request that this complaint with the Better Business Bureau be closed and handled through the Maryland Public Service Commission complaint resolution process.

  Thanks,

  *********************

  Escalated Investigation Representative

  Regulatory Customer Relations

  Business Response

  Date: 12/27/2023

  December 27, 2023 

  Dear *** *****,
  

  The following serves to respond to the customer payment arrangement dispute, explanation for 12/5/23 service disconnection and request to have security deposit waived due to their customer experience.
  On 11/16/23, a Final Notice of Service Termination was issued on *** ******’s account on the past due account balance of $474.14 on or after 12/1/23. On 11/21/23, an invoice was issued with a past due balance from the last bill of $387.83 plus the deposit amount of $210.00, plus a late fee of $4.52 and the current electric charges for the service period of $63.98 for a net of $666.33 due on 12/12/23.
  On 11/27/23, Customer Service established a 12 month no money down payment arrangement on the account balance of $456.33 with monthly repayment installments of $38.00 plus the current charges.
  This payment arrangement did not include the amount of deposit request of $210.00. Customer Service noted on 11/27/23 that *** ****** would pay the outstanding deposit of $210.00 by 12/15/23. *** ****** contacted the utility 3 separate times on 11/28/23 to confirm the payment arrangement was established as she continued to receive collection calls from the utility. Each time Customer Service confirmed the payment arrangement as being active. On 12/5/23, the electric service for *** ****** was disconnected for non-payment for the balance of $210.00.
  On 12/5/23, Customer Service reconnected the electric service for *** ****** based on the previous interaction notes with Customer Service on 11/27/23 regarding *** ******’s active installment plan and that she would pay the $210.00 deposit by 12/15/23. 
  On 11/27/23, Customer Service did not follow the correct process when establishing a payment arrangement to prevent disconnection and should have established 2 payment arrangements, one for the outstanding deposit amount of $210.00 and one for the total electric charges. Instead, Customer Service only established one payment arrangement on the account balance of $456.33 and this resulted in the service for *** ****** was disconnected on 12/5/23 for non-payment for the pending deposit balance of $210.00.
  The utility has taken the following resolution action in response to this complaint. We have reversed and cancelled the pending deposit of $210.00, we have reversed all accumulated late fees assessed from August 2023 to November 2023 for a total of $12.65 and the reconnect fee of $35.00 has been waived. 

  On 12/19/23, the account for *** ****** received a Maryland Energy Assistance payment for $520.01. Prior to that date, the account had received a MD Energy assistance payment of $211.99 on 7/17/23.
  The account balance as of the attached 12/20/23 bill reflects a net credit of -$20.11. This credit of $20.11 will remain on the account until exhausted. Below is a billing history summary on the account to support the balance shown on the attached December 203 bill for the net credit of $-20.11.

  Bill Date  Electric Charges  Deposit amount  Reconnect Fee  Late Fee  Payments Received

  May           $98.40               $210.00                   $0                        $0               $0.00
  June         $113.59                      $0                     $0                        $0                $0.00
  July          $96.57                      $0                     $0                         $0                $0.00
  August    $63.35                       $0                     $0                   $1.43              -$211.99
  September $100.42                  $0                     $0                  $2.37                   $0.00
  October    $119.36                     $0                     $0                 $4.33                    $0.00
  November $63.98                    $0                     $0                 $$4.52                 $0.00
  December $56.22            -$210.00              $0.00                -$12.65              $-520.01
  Total           $711.89                $0.00              $0.00                   $0.00                  $0.00
  
  Summary of transactions
  Total Charges $711.89
  Deposit $0.00
  Reconnect Fee $0.00
  Late Fee $0.00
  Minus Payments $732.00
  Net credit on 12/20/23 bill $-20.11 

  We want to extend a sincere apology to *** ****** for her customer experience and that her service was disconnected in error due to an administrative oversight and this should not have happened. Details of this this complaint will be shared with the leadership of Call Center for further internal review and investigation.

  Sincerely,

  Escalated Investigations Representative
  Regulatory Customer Relations
  Pepco Holdings

• Initial Complaint

  Date:11/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/7/2023 I made a stop/start service utility request via the Pepco website in preparation for a move to a new apartment in Pepco's jurisdiction(I have documentation). On 6/9/2023, I realized I had put the incorrect apartment unit #*** on my initial stop/start service utility request and made an adjustment to the initial request with the correct apartment unit #***( I have documentation) via the Pepco website. about 2 months later, I received my first Pepco bill for my new apartment and realized I was being charged for the incorrect apartment unit from my initial start/stop service request on 6/7/2023. I contacted Pepco on 8/4/2023 via their website and phone number to inquire why I was being erroneously charged for the wrong apartment unit even though I had documentation on requesting an account change on 6/9/2023. Eventually, I reached a customer rep. via Pepco help phone # who told me the adjustment would be made to my Pepco customer account. About a month later, I received a letter from my rental property management company that they were being billed by Pepco for the utility charges for my apartment unit and that I needed to setup a correct customer account with Pepco. I contacted Pepco again via phone, I got another customer rep that told me, I had only changed my mailing address and not my billing address. The rep. then gave me an email for me to send a copy of my lease and proof of my stop/start service request change in order to update my customer account unit # which I provided on 8/28/2023. I was told adjustments would be made and to look out for my adjust bill via mail in 1-2 months. On 11/3/2023, I received an "adjusted" bill in the mail with thousands of dollars of the erroneous back charges added to my current bill charges. Additionally, I was threatened with a termination of service, if I did not pay my bill in full. I want Pepco to make an actual fair adjustment to my bill based on their documented history of billing errors regarding my account.

  Business Response

  Date: 11/20/2023

  Dear ********************,

  The following is in response to *************************** inquiry regarding service started at an incorrect address of ************************************* Gaithersburg, MD************

  Please express our sincere apology to ************ for any inconvenience or frustration this matter may have caused. Our records reveal the following:

  On June 7, 2023, we received an online transfer service application request to transfer service from **** ******** ****. #***, Rockville, MD ***** to service address ***** ******* **. #*** Gaithersburg, MD *****.  The requested stop service date for service at **** ******** ****. #***, Rockville, MD *****, was June 30, 2023. The requested start service date at ***** ******* **. #*** Gaithersburg, MD ***** was June 12, 2023.
  On June 8, 2023, we received an online transfer service application request to transfer service from **** ******** ****. #***, Rockville, MD ***** to service address ***** ******* **. #200 Gaithersburg, MD *****.  The requested stop service date for service at **** ******** ****. #***, Rockville, MD ***** was June 30, 2023. The requested start service date at ***** ******* **. #*** Gaithersburg, MD ***** was June 15, 2023. This request was not processed.
  
  Our records indicate on June 9, 2023, the address located at ***** ******* **. #*** Gaithersburg, MD *****, was established in the name of Richard Isom, effective June 12, 2022, and assigned the account number 55033793252. 
  
  On August 7, 2023, *** **** contacted our Customer Care Team to advise he received a bill with the incorrect address. *** **** requested to close ***** ******* **. #*** Gaithersburg, MD *****.  However, the service billing address was updated to reflect ***** ******* **. #*** Gaithersburg, MD *****. The account remained open.  Details of this complaint will be shared with the appropriate leadership team for further review and employee coaching.
  

  On August 25, 2023, *** **** contacted our Customer Care Team to indicate that the address ***** ******* **. #*** Gaithersburg, MD *****, remained open.  The account was closed and final billed on August 25, 2023, for $1,094.53, due September 18, 2023.
  
  
  Also, our records indicate that on August 25, 2023, the address located at ***** ******* **. #200 Gaithersburg, MD ***** was established in the name of Richard Isom, and the account number 55034710990 was assigned. Pepco backdated the move-in date to June 15, 2023, per the originally requested date.
  
  
  On September 19, 2023, a final bill of $1,094.53 was transferred from *** ****’s previous account at ***** ******* **. #*** Gaithersburg, MD ***** to his account at ***** ******* **. #200 Gaithersburg, MD *****.
  Based on my review, *** **** requested two transfers of services for ***** ******* **. #*** Gaithersburg, MD *****, and ***** ******* **. #200 Gaithersburg, MD *****, one day apart from each other.  However, only one account was established.
  
  To correct the move-in request, I have reversed the move-in date of June 12, 2023, for ***** ******* **. #*** Gaithersburg, MD *****. The charges of $1,094.53 were removed from *** ****'s current account at ***** ******* **. #*** Gaithersburg, MD *****, leaving a credit of $1.67-
  

  Please feel free to contact us if you have any further questions.

  Business Response

  Date: 11/20/2023

  Dear ********************,

  The following is in response to ********************* inquiry regarding service started at an incorrect address of ******************************* Gaithersburg, MD**********

  Please express our sincere apology to ************ for any inconvenience or frustration this matter may have caused. Our records reveal the following:
  On June 7,2023, we received an online transfer service application request to transfer service from *******************************, Rockville, MD ***** to service address ***** ******* *** #*** Gaithersburg, MD *****.  The requested stop service date for service at **** ******** ****. #***, Rockville, MD *****, was June 30, 2023. The requested start service date at ***** ******* *** #*** Gaithersburg, MD ***** was June 12, 2023.
  On June 8, 2023, we received an online transfer service application request to transfer service from **** ******** ****. #***, Rockville, MD ***** to service address ***** ******* *** #*** Gaithersburg, MD *****.  The requested stop service date for service at **** ******** ****. #***, Rockville, MD ***** was June 30, 2023. The requested start service date at ***** ******* *** #*** Gaithersburg, MD ***** was June 15, 2023. This request was not processed.
  Our records indicate on June 9, 2023, the address located at ***** ******* *** #*** Gaithersburg, MD *****, was established in the name of ******* ****, effective June 12, 2022, and assigned the account number ***********. 
  
  On August 7, 2023, *** **** contacted our Customer Care Team to advise he received a bill with the incorrect address. *** **** requested to close ***** ******* *** #*** Gaithersburg, MD *****.  However, the service billing address was updated to reflect ***** ******* *** #*** Gaithersburg, MD *****. The account remained open.  Details of this complaint will be shared with the appropriate leadership team for further review and employee coaching.
  On August 25, 2023, *** **** contacted our Customer Care Team to indicate that the address ***** ******* *** #*** Gaithersburg, MD *****, remained open.  The account was closed and final billed on August 25, 2023, for $1,094.53, due September 18, 2023.
  

  Also, our records indicate that on August 25, 2023, the address located at ***** ******* *** #*** Gaithersburg, MD ***** was established in the name of ******* ****, and the account number *********** was assigned. Pepco backdated the move-in date to June 15, 2023, per the originally requested date.

  On September 19, 2023, a final bill of $1,094.53 was transferred from *** ****’s previous account at ***** ******* *** #*** Gaithersburg, MD ***** to his account at ***** ******* *** #*** Gaithersburg, MD *****.
  Based on my review, *** **** requested two transfers of services for ***** ******* *** #*** Gaithersburg, MD *****, and ***** ******* *** #*** Gaithersburg, MD *****, one day apart from each other.  However, only one account was established.
  

  To correct the move-in request, I have reversed the move-in date of June 12, 2023, for ***** ******* *** #*** Gaithersburg, MD *****. The charges of $1,094.53 were removed from *** ****'s current account at ***** ******* *** #*** Gaithersburg, MD *****, leaving a credit of $1.67-
  
  Please feel free to contact us if you have any further questions.

   Best regards,

   *************************

  Escalated Investigations Representative
  ***********************************
  T ************
  

  Customer Answer

  Date: 11/28/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We was told years ago this account was settled. Now its coming up we owe money. The most i can pay is 5 dollars a month im on a fix income an disability. An some of this will need to be waived. I cant afford it

  Business Response

  Date: 11/10/2023

  Our records do not reflect an account in the name of *********************** at *************************************************************  Please provide the account number for research purposes.

  Business Response

  Date: 11/14/2023

  Date Sent: 11/10/2023 5:32:40 PM
  Our records do not reflect an account in the name of *********************** at *****************************************************  Please provide the account number for research purposes.

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pepco has unjustifiably increased their billings over this year by approx 250%/month

  Business Response

  Date: 11/15/2023

  The following serves as response to Better Business Bureau Complaint #******** regarding *********************** billing concerns. We can certainly understand the customers concerns regarding higher-than-expected bills.
  
  Attached is an 18-month billing statement from May 2022 to October 2023, which reflect the monthly usage, charges,payments, and balance.  Our bills are based meter data recorded by the meter serving the customers premise.
  
  Pepco cannot provide information regarding what internal conditions may have contributed to a customers higher than expected electrical consumption.  Typically, increased usage during the summer billing months may be attributed to air conditioning, and during the winter billing months may be attributed to electric heating, supplemental space heating, and/or thermostat settings.  Additionally, if any appliances and/or equipment are not working efficiently within the home, it may result in higher electrical consumption.
  
  We recommend thermostat settings of 78 degrees for summer season and 68 degrees for the winter season:
          - Air Conditioner- Each degree under 78 can increase usage by approximately 5%
          - Heater- Each degree over 68 can increase usage by approximately 3%
  
  Please know that we are committed to providing customers with reliable electricity service at the lowest possible cost.
  
  The monthly energy bill is based on the rates to both delivery and supply of the electricity. 
  
  Delivery rates is charged to cover the cost getting electricity to the customers premise.  It covers the costs of maintaining,expanding, and improving our electric system. This includes the power poles, lines, meters, and customer service representatives, who help answer customer questions and concerns.
  
  In June 2021, the Maryland Public Service Commission approved Pepco’s multi-year plan, which included delivery service rate increases in 2021, 2022 and 2023. While the Commission directed that certain tax benefits and adjustments be used to fully offset the 2021 rate increases and partially offset the 2022 rate increases, the full rate increases for 2023 went into effect in April 2023.
  
  Supply rates refer to the generation of electricity and itemized under Generation Services and Transmission Services.  If a customer does not have another energy supplier, we charge the customer for the Standard Offer Service (SOS), the rate which we buy electricity for our customers.
  
  The supply rates are based on market prices obtained through a competitive bidding process overseen by the Maryland Public Service Commission.   New SOS rates are effective for the Summer on June 1, and for the Winter on October 1, 2023.
  
  On October 16, 2023, the October 2023 bill was issued in the amount of $321.60 due November 6, 2023.  As a courtesy, late fees totaling $8.66 were cancelled, which reduced the balance to $312.94.   After deducting a payment of $100.00 on November14, 2023, a balance of $221.94 remains due.
  
  Based on our review, the account has been billed accurately based on actual meter data and does not warrant a billing adjustment for the usage that was billed. 

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to Pepco’s incompetence, I was overcharged by 400% for my electric bill for 9 months. It took the entirety of those months for the meter to be replaced and my bill to be adjusted. Even though they admitted their wrongdoing, they continued to charge me late fees increasing each month to total $74.45. I have paid all amounts owed except the unacceptable late fees. Pepco’s is charging me for their 9 month delay in performing their duty of providing an accurate meter and billing statement. This delay was totally in their control. In my over two dozen phone calls, they admitted guilt several times but have refused to remove all the late fees. They lie and claim they are bound by a completely internal mechanism that limits them to forgiving only two late fees. They have forgiven two late fees but I am still left with an outstanding balance of $43.35. They have admitted the charges were incorrect, proceeded to charge me late fees on their incorrect charges, removed some of the late fees, but are now arguing that I owe them late fees on the outstanding late fees they admitted were incorrectly charged. Either their incompetence is astounding, or they are acting in malicious bad faith in attempt to bully their customer base into overpaying. I fully intend to seek damages in court if this is not resolved. This is disgusting behavior from an organization that is graced with a government endorsed monopoly. I demand the fees be removed immediately.

  Business Response

  Date: 11/13/2023

  Dear ****************,
  
  The following is in response to the inquiry submitted by the Better Business Bureau on behalf of *************************** seeking assistance with the removal of late fees associated with his utility account.
  
  After review of *************************** account, I found a total of fourteen (14) late fees were assessed that totaled $75.43.
  
  On the attached billing statement dated October 5, 2023, you will find a cancelled Late Payment Charge Credit in the amount of $32.08. On ******************** next bill statement for November 2023, he will see the remaining late payment charges cancelled in the amount of $43.35 applied to his November 2023 bill.
  
  Please feel free to contact me should you have any additional questions.
  

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been a PEPCO customer for over a year now, and I recently moved from a 1 bedroom apt to another 1 bedroom apt. Both similar in size and on the same street. I received my electric bill with a charge of 344.61, three times the amount of my highest bill at my previous apartment. I’ve called several times to resolve this issue and on Sept 28 was told a technician would come to my location to diagnose the meter. I called today October 2 because no one had came by and I hadn’t received a phone call. I was informed by the Supervisor *** ***** that no one would be coming because they think the reading is accurate. Essentially her response is deal with it. I cross referenced this bill to other individuals within the same building and no one has electric bills this high in a 1bd, but yet PEPCO demands I pay the amount and they refuse to do any onsite testing.

  Business Response

  Date: 10/27/2023

  The following serves as response to Better Business Bureau Complaint #******** regarding ******************** ****** billing concerns for **************************** Rockville, MD *******  We regret any inconvenience **. ***** may have experienced as a result of this matter.  We appreciate the customers feedback and for bringing his concerns to our attention.
  
  The account was established on August 1, 2023.  On September 2023, the initial September 2023 bill for service from August 1, 2023 to September 16, 2023, was issued for 1690 kWh in the amount of $344.61 due October 9, 2023.
  
  On October 17, 2023, the October 2023 bill for service from September 17, 2023 to October 16, 2023, was issued for 835 kWh in the amount of $533.03 due November 7,2023.  This amount includes prior bill balance $344.61, late payment charge $5.11 and current charges $183.31.
  
  Both bills have been based on actual meter data, which have been verified in our meter data management system and reveal no evidence of a billing issue. 
  
  We can certainly understand the customers concerns regarding higher-than-expected bills. Pepco is responsible for the accuracy of the meter and cannot provide information regarding what internal conditions may have contributed to a customers higher than expected electrical consumption. Typically, increased usage during the summer billing months may be attributed to air conditioning, and during the winter billing months may be attributed to electric heating, supplemental space heating, and/or thermostat settings.   Additionally, if any appliances and/or equipment are not working efficiently within the home, it may result in higher electrical consumption.
  
  We recommend thermostat settings of 78 degrees for summer season and 68 degrees for the winter season:
        -Air Conditioner- Each degree under 78 can increase usage by approximately 5%
        -Heater- Each degree over 68 can increase usage by approximately 3%
  
  After deducting a payment of $344.61 on October 18, 2023, and waiving late payment charge of $5.11 on October 23, 2023 as a courtesy, a balance of $183.31 remains due November 7, 2023.
  
  On October 25, 2023, the meter servicing unit #**** was tested for accuracy.  The results of the test indicate the meter was recording usage within the parameters established by the ************************* in Maryland.    
  
  Based on our review, the account has been billed accurately based on actual meter data and does not warrant a billing adjustment. 

• Initial Complaint

  Date:09/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** ******** for Pepco Account ******** I moved from *************************************  silver spring ***** on sept 6 2021 and i was billed for services after I told them i moved and shut my service off. I have been living at ******************************************* since 2021. Why was my bill that high when i canceled service. Please call me and adjust this i do not owe you this much money. I have my lease and my contract for my new service with *** that started Sept 2021

  Customer Answer

  Date: 09/18/2023

  I don't have a copy of the actual bill just a copy of the balance due sent to me by the ************************

  Business Response

  Date: 09/28/2023

  September 28, 2023 
  

  Dear *** ****** 
  The following is in response to the inquiry submitted by the Better Business Bureau (BBB) on behalf of **** ******** and her dispute of the final bill at service address **** ****** *** Silver Spring Md *****. On August 31, 2022, our records show that *** ******** contacted Pepco to stop service at **** ****** *** Silver Spring Md, *****. On the call *** ******** was advised that the final bill charges will stand due to not receiving a customer request to stop service prior to closing the account, as stated in Pepco's General Terms and Conditions, Section 5. Meter Reading and Billing, Paragraph F. Final Billing, Page 22 (attached). 
  On September 1, 2022, a Final Bill was issued in the amount of $1,039.71 due September 22, 2022. This invoice includes a previous balance of $1,035.34, electric charges of $4.37. 
  On September 23, 2022, an overdue Final Bill notice was sent to the service address stating that the utility has not received payment to satisfy the final bill and to contact the Customer Care team at **** ******** as soon as possible for payment options and to prevent the bill from being referred to a collection agency (attached). 
  Warm regards, 
   
  Escalated Investigations Representative 
  Regulatory Customer Relations 

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pepco issued a refund check to me for $170.73 on 11/30/2022 which is valid for 365 days. I deposited it to **** Bank on April 10, 2023 and **** sent a letter to me stating that "refer to check maker" and the check was not deposited. This refund check was for Account # *************. I called Pepco and talked to ******. I was told that she would request that another check be issued to me, but the replacement check never come. On July 17, I called Pepco again and talked to ***** and I was told the same thing and the replacement check never come. On July 31, I deposited the check to ****** Bank, and it was sent back to me as it shown on the attached document on Aug 1. I had called Pepco many times since then and the recording guided me to call Green Power Connection at ************. This line never answers but only has recording and it kept saying "I don't understand what you said." It went on endless times, and I got nowhere with it.

  Business Response

  Date: 09/01/2023

  To whom it May Concern,
  
  Our Remittance Department  has provied the attached copy of the refund check  #********* in the name of ******* **** in the amount of $170.73 issued on 11/30/22 was cashed on 12/6/22.  The copy of the check was signed and endorsed with the bank name of ******* *** NA.  *** **** my contact me directly at ###-###-#### if she has any additional questions regarding this matter.
  
  Thanks,

  *********************,

  Pepco 

  Customer Relations

  ************

  Customer Answer

  Date: 09/02/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   The answer from Pepco guided me to check the specific bank account and the exact date.  That's so simple to solve the problem!  Wouldn't it be nice Pepco can tell the first time I called them about this check?  Obviously, it is my over look of my bank account records.  If Pepco could do what they are doing now would save both sides a lot of time and energy.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon sale of our residence at *****************************, Germantown, MD ******* - we had a budget refund adjustment of $176 at the end of June. We contacted Pepco and requested a refund check be mailed to our new address (this was, in fact, confirmed later by a Pepco customer service manager). When we had not received the check, we followed up with a phone call in early August. This is the first time we discovered that somebody had apparently decided to send us an email that would require our response for a digital payment. We were told by customer service for the first time, that they had sent an email to one of our accounts. Further, that it would have been sent by a 3rd party payment service. We did not request this and we were not expecting any such email. We immediately confirmed that no such email was in our inbox, junk, deleted, etc. To be clear, we would never provide bank account information to an unknown email sender, even if we had found it. It is worth restating here, that we requested a check to be mailed, and never authorized the email route. Since this time, we have had repeated conversations with customer support. The bottom line is that they are now insisting we talk to the bank (there are zero $176 entries in any of our bank accounts). However, they are refusing to tell us the account - or even the bank - to which they sent the payment! We asked to talk to somebody in Pepco's fraud department but are being told they have no such entity. We are at a loss about where to go next. We have been very good long-term customers who honestly, intentionally carried credit balances on our budget plan accounts - and find it very frustrating that they chose not to send the check as requested and have apparently added us to the roles of fraud victims, solely on THEIR actions. Then turn around and leave us with no actionable resolution. We continue to hope they will issue the check due to us as requested.

  Business Response

  Date: 09/11/2023

  Dear BBB,

  The following serves as response to Better Business Bureau Complaint #******** regarding ***. ********* request for a refund for account credit of $176.00.
  

  On May 26,2023, we rendered a May 2023 bill reflecting a credit amount of $176.00. This credit amount consisted of a past credit balance of $150.00, minus a payment of $100.00, a budget billing monthly charge of $74.00.
  
  On June 27,2023, we processed a move out order to close ************************* account at ***************************., Germantown, Maryland ********

  On June 29,2023, ********************* requested a refund check of $176.00 to be mailed to *******************************************************.  

  On June 30,2023, an electronic refund was inadvertently processed.

  On September 8, 2023, a refund check was mailed. The refund check for $176.00 would take approximately 7-10 business days to be received or no later than September 22,2023.
  
  Please express our sincere apology to ******************** for any frustration or inconvenience this matter may have caused. We have brought ***. ********* customer experience regarding receiving her refund to our management team for review.
  
  Best Regards,

  *************************
  Escalated Investigations Representative
  ***********************************
  
  T ************
  
  pepco.com

  Customer Answer

  Date: 09/21/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************