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.

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

  
• 

  Potomac Electric Power Co.

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

• 

  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

  

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:06/02/2023

  Type:Sales and Advertising 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.

  Our building has an emergency issue without complete shutdown of our building chiller, hot water electric connections, and generator feed. We have had to contract with *********** Rentals for an emergency loaner chiller so our building it 150 apartments can have Air Conditioning for over 400 residents. To get the rental chiller online they need to connect to the main feed to the building requiring a temporary power outage. Pepco was called on their emergency number 20 times and pleaded with the representatives to help us. They did NOT help us. They said you have to schedule an appointment. This is unacceptable especially when this is an emergency situation. We need Pepco to assist us and the Electrical contractor get this job done so our residents can have Air conditioning and functioning hot water. This is an emergency especially in 92 degree weather. Because Pepco will not help us, we had to rent an emergency generator at a cost of $20,000 and fuel charges of $5000 every 2 days. If this not resolved we will be filing a lawsuit against Pepco for this negligence and endangering our residents.

  Business Response

  Date: 06/14/2023

  To Whom It May Concern:
  
   The following serves to respond to the customers complaint regarding scheduling a power outage with the utility to repair customer owned equipment.  The complaint asserts the utility was contacted multiple times with no resolution to the request.
  
  Per the recorded call records, the customer contacted the Utility multiple times from May 26, 2023 to June 5, 2023 regarding scheduling a power outage to repair customer owned equipment.  The customer was provided inaccurate information on multiple occasions regarding the process and was referred to multiple different departments.  The customer was further advised on 6/2/23 by Customer Service that the outage was scheduled for 6/5/23 at 9:00 am., which was not the correct internal process.  When this scheduled outage did not occur on 6/5/23, the customer filed the complaint with the Better Business Bureau.
  
  On June 6, 2023, our Engineering Department dispatched an inspector to the service location to assess the outage request that was needed.  *** ******, Engineering Manager reached out to the customer and was the point of contact for this customer’s outage request.  The correct process for any scheduled outage requested by a customer is initiated with our Engineering Department.   A fee is charged for a scheduled outage per our Tariff (attached).
  
  On June 12, 2023, the scheduled outage was confirmed with the customer for June 13, 2023, at 6:30 am.   On June 12, 2023, a cost estimate for the scheduled outage was emailed to the customer in the amount of $1950.00. Typically, the cost of the scheduled outage is expected to be paid by the customer prior to scheduling the outage, however due to an internal miscommunication, this cost information was not previously shared with the customer.
  

  On June 12, 2023, the customer was contacted by *** ******, Engineering Manger to explain that there is a cost associated with any scheduled outage requested by the customer.  The utility did move forward with the scheduled outage prior to receiving payment with the understanding that payment of $1950.00 would be remitted by the customer after the completion of the scheduled outage.  On June 13, 2013, the scheduled outage was completed.
  
  We want to apologize to the customer for their customer service experience when contacting the Utility regarding this matter.  We take pride in delivering excellent customer service and clearly did not meet that expectation.  Details of this complaint will be shared with the appropriate leadership teams for further internal review and corrective action.
  
  Sincerely,
  ***** *****
  Escalated Investigations Representative
  

• Initial Complaint

  Date:05/03/2023

  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.

  I was a victim of identity theft by someone living at *************************************, Bethesda MD *******, who attached their electric service from Pepco to my account (#************** starting January 9, 2023. I only discovered this action when I logged into my account on April 18 2023. I immediately called Pepco about this false account and they suspended service that day. They then sent a bill for $191.79 to my actual home address, the first such notice I received about this account. I have filed a police report in Washington DC (# ********) about the identity theft. The bill should be rescinded.

  Business Response

  Date: 05/22/2023

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

  
  The following serves as a response to ***************************** move in dispute for ******************************, Bethesda MD *******
  On January 9, 2023, our records indicate that ********************** called to establish an account for ********************** service at service location **********************, Bethesda MD ********* effective January 9, 2023.  An error occurred when processing the request to start service.  The account was initiated in the wrong customers name. The account was placed in the name of ***********************************.  
  On April 18, 2023, *********************************** contacted Pepco to advised that he never lived at service location *******************************, Bethesda MD *********. ****************** was subsequently billed from January 9, 2023, to April 18, 2023, in the amount of $191.79 for account number ***********. A request was submitted to write off the debt amount of $191.79.
  We apologize for any inconvenience this matter has caused ******************.  Details of **. ******** customer experience will be shared with the appropriate leadership team for further review. 
  
  Please feel free to reach out to us if you have any further questions.
  
  Regards,

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

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

  Customer Answer

  Date: 06/05/2023

  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:04/24/2023

  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.

  In February 2022, I was advised to call back in February 2023 to receive my security deposit of $248.07. I have followed up about my deposit in February 2023, March 2023 and April 2023 multiple times only to be deceived and told that I no longer will be receiving my security deposit due to errors on Pepcos end. Pepco has intentionally given me the runaround from different representatives to avoid refunding me my security deposit.

  Business Response

  Date: 05/16/2023

  Dear ******************,
  
  The following is in response to an inquiry filed by ***************************, regarding the status of a security deposit refund.

  
  On May 16, 2023, I called **. ******* return of her deposit.  **. ******* deposit was applied to her checking account on May 6, 2023.

  
  **************** had no further concerns. 

  Best Regards,
  
  *************************
  Escalated Investigations Representative
  ***********************************
  
  T ************
  pepco.com

• Initial Complaint

  Date:04/12/2023

  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.

  Account Number: ************* Service/Account Address: ************************, Silver Spring, MD ******** I am writing to dispute serious billing issues with my PepCo account beginning January 7, 2023 to present. Of significance, my home caught on fire January 6, 2023 and burned. PepCo was aware, as their field technicians arrived alongside the ********** County Fire Department at the time of the fire, and PHYSICALLY REMOVED THE ELECTRIC METER from our home. No one has occupied the home since January 6, 2023, as there is now functioning home remaining.Nevertheless, despite having NO ELECTRIC METER ON MY HOME, PepCo is CONTINUING to bill me for energy usage. This is a literal impossibility. There is no power line entering my home, nor is there a PepCo meter attached to my home. I am continuing to be billed for electricity usage that has not been accrued. I have contacted PepCo multiple times since the fire regarding this issue. Nothing has been done; I am continuing to be billed. I have recently received a Final Notice of Service Termination and am now facing collections for a balance of $1,509.41.I need to dispute this bill, stop any and all collections attempts, and have my bill adjusted ASAP.

  Business Response

  Date: 04/28/2023

  The following serves as response to Better Business Bureau Complaint #******** received on April 26, 2023. We regret any inconvenience ******************** may have experienced as a result of this matter.  Review of our records indicates on January 7, 2023, service was disconnected for safety per the ********** County Fire Department.   The account was not closed, and estimated bills were issued  from January 7, 2023, to March 17, 2023 in the amount of $1,509.41.  On April 13, 2023, a move out request to close account was processed.  The following billing corrections were made.  On April 14, 2023, the bills totaling $1,509.41 were cancelled and a January 2023 final bill for service from December 17, 2022, to January 6, 2023, was issued in the amount of $634.29 due May 5, 2023.  However, upon further review, accrued late fees in the amount of $34.69 were not cancelled.  On April 28, 2023, late fees $34.69 were cancelled.  On April 28, 2023, a corrected January 2023 final bill was issued in the amount of $599.60, which includes the December 2022 bill $336.02 and current charges $263.58 due May 19, 2023.  If *** ******** needs further assistance pertaining to this electric account, she may contact our Customer Service team at ************. 

• Initial Complaint

  Date:03/31/2023

  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 purchased a property. When bills were generated the balances were high and I questioned it because we just purchased the property. I called in and someone was sent out to check the meter. The meter was broken and then replaced. The bills have been accurate from Nov 2022- March 2023. I made a payment of $797.45 on March 6 2023, covering November-March. I am being told I have a balance of $388 which is incorrect. A rep told me the bill is March and October bill as October was adjusted to 175. March bill is 151. 175+151= $326 not $388. Yesterday someone told me it was October, November and December. Which was also incorrect as $175.24+$138.34+151.08=$464.66. My bills were estimated from July - August. My husband made a payment of $458.31 in September to cover August which was an estimated bill. An updated bill is showing September bills as $261.37 and August as $368.69 which is too high. I was told by a supervisor “we may have been over estimated because they don’t have summer readings to make comparisons too”. These bills need to be readjusted as we purchased the property and there was no hvac system or anything in the property to cause such high usage. The $388 balance we are being told we have does not make any sense at all. I was told a lead would call me back and I one has called me back. I’ve been going back and forth with customer service since September 2022. I been issued cut off notices, charged late fees for things that are at no fault of my own. No one at customer service can explain to me where and how they got these numbers that they are saying we owe. No one can explain to me where my $178 is from the recent payment I made of $797 as I’m told that when I made the payment on March 6 that March’s bill was not issued. But again November-February only totaled $619 and I made a payment of $797. There should be a zero balance on this account and everytime I call into customer service I’m told different stories and then told a manager will call me.

  Business Response

  Date: 05/12/2023

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

  
  The following is in response to your inquiry on behalf of ***************************** request for a billing investigation for account #*********** for the service address *************************, Fort Washington, MD **********. The following is a report of my investigative findings.
  
  Attached is a billing/payment statement from July 21, 2022, to April 24, 2023, for your review.

  The monthly bills from July 21, 2022, to November 22, 2022, were estimated on meter number 1ND350687745.  On November 29, 2022, ************************ meter was exchanged to meter number ************. In order to adjust the estimated bills from July 21,2022, to November 22, 2022, we canceled the bills from July 21, 2022, to April 24. 2023.  We rebilled the invoices from July 21, 2022, to September 26,2022, on meter ************, the bill totaled $698.16 (August 2022- $368.69 and September 2022--$261.37) plus a late payment charge of $68.10.  We received payments of $458.31 and $797.45 which left a remaining credit balance of $557.60.  From September 27,2022, to March 23, 2023, on meter ************ the bills totaled $945.97 minus a credit difference of $557.60 leaving a balance of $388.37 due on the account.  The current April 2023 bill from March 24 to April 24, 2023, totaled $205.77 due on May 16, 2023.  This bill reflects $388.27 minus a waived late payment charge of $68.10, minus a $320.27 payment. 

  We apologize to ********************** for any confusion this matter may have caused. Details of this complaint will be shared with the appropriate Leadership Teams for further employee training and coaching opportunities.  
  
  Please feel free to reach out to us if you have any further questions.

  Best Regards,

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

• Initial Complaint

  Date:03/11/2023

  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.

  We recently hired a contractor to do electrical work which included a power up and a new electrical box and wiring . Outside of the house there is an exposed electrical wire with no sheathing (seen on the left in the picture ) The wire is live and an extreme hazard . We have waited many weeks waiting for Pepco to deal with this hazard and connect the new wiring and box installed by our contractor. This situation is extremely hazardous to my family and there has been no urgency to address it. A recent home inspection documents this hazard . We need this to be addressed as soon as possible to ensure our safety.

  Business Response

  Date: 04/07/2023

  Dear ******************,
  The following serves as response to Better Business Bureau complaint #******** regarding the status of ********************* concern of an exposed electrical wire with no sheathing and the status of his heavy up job at *****************************, Rockville, MD ******. We regret any inconvenience the consumer may have experienced because of this matter. Our records indicate the job was completed on April 4, 2023. Our work planner contacted the consumer and the customers electrician to advise the connection has been finalized. We appreciate the consumer's patience, while completing the service request.
  
  Regards, 
  
  *************************
  Escalated Investigations Representative
  ***********************************
  
  T ************
  

  Customer Answer

  Date: 04/11/2023

  [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:
  
  No work was done whatsoever. The old hazardous exposed wire is still there and no connection was made to our new wiring and box . Please do your job.

  Regards,

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

  Business Response

  Date: 04/24/2023

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

  On April 21, 2023, *********************************, the account holder, was contacted to address his complaint.  The issues with the heavy-up and exposed wirers were completed, and the customer is satisfied. 

  Best Regards,

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

• Initial Complaint

  Date:01/27/2023

  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.

  Dates of occurrence Nov. 22 through present Total amount PEPCO billing $2,046.38 Electric bill and for some reason there are two (2) electric provider charging me and I should only have PEPCO the company is *** **** *****. The nature of this dispute is the amount of the bill. I have contacted PEPCO by phone, through email nothing has been resolved. As a senior on disability I can not afford a 2 thousand dollar electric bill. I live in a 2 bed room apartment there is no way my bill should be this high. My account number is *************

  Business Response

  Date: 03/06/2023

  March 6, 2023  
  Dear *** ******,  
  The following is in response to the inquiry submitted by the Better Business Bureau (BBB) on behalf of *****  ***** and her Pepco account.  
  On August 16, 2021, a notice was issued to confirm the election of **** ***** as the new electric service  supplier for **** *****s’ account, with an effective date of August 19, 2021. On January 9, 2023, a  cancellation notice was issued advising **** ***** will no longer serve as the electric service supplier  effective January 12, 2023, that Pepco will now service as **** *****s’ electric service supplier effective  January 13, 2023.  
  Due to deregulation bylaws, Pepco is prohibited from discussing supplier-related inquiries, policies, cancellations, and/or practices, including supplier charges, changes, and/or fees. Any questions related to  enrollment practices must be addressed to the supplier directly. **** ***** can be reached at ###-###-####.  
  On February 13, 2023, the February 2023 Past Due invoice was generated in the amount of $2,033.90 due on  March 6, 2023. The invoice reflects:  
  ? Balance forward of $1,123.49  
  ? Payment of 218.49 on 2/1/2023  
  ? Deposit outstanding of $95.00,  
  ? Late payment charge of $16.09,  
  ? Deferred payment arrangement settlement of $976.69,  
  ? New Pepco distribution charge of $3.16,  
  ? New Pepco supply charge of $29.93 (billing period January 13, 2022- February 9, 2023)  ? New Park Power supply charge of $8.03 (billing January 12, 2023)  
  On February 27, 2023, the utility mailed to the service address a “Notice of Intent to Disconnect Electric  Service,” indicating to pay the delinquent amount of $1,213.67 by March 13, 2023, to prevent disconnection  of electric service on or after March 14, 2023.  
  We encourage our customers who are facing financial challenges to contact energy assistance agencies for  help with their utility bill. Please see below for energy assistance resources: 
  ? Department of Energy and Environment (DOEE): ###-###-#### or 311; website:  ****************
  ? Washington Area Fuel Fund (WAFF) Salvation Army: ###-###-####  
  ? Greater Washington Urban League (GWUL): ###-###-####  
  On March 1, 2023, **** ***** spoke with a representative who advised that a payment arrangement may be  created under the agreed upon terms of paying $95.00 by March 6, 2023. The remaining $2,112.81 is to be  divided into 25 monthly installments that will be billed in addition to the regular monthly charges of usage each  month. The utility received the $95.00 payment on March 1, 2023. **** ***** must contact Pepco’s Customer  Care team no later than March 13, 2023, at ###-###-#### to set up payment arrangements for the balance  of the bill to prevent collection activity on or after March 14, 2023.  
  The account is enrolled in the Residential Aid Discount (RAD) program. This program provides qualified  customers with a monthly discount called the "Residential Aid Credit” on the electric bill each month. With ****  ***** being enrolled into RAD and his 60 days past due arrears balance, she would for the Arrearage  Management Program (AMP), which allows qualifying customers the option of reducing or eliminating  outstanding balances on residential accounts. **** ***** also has the option to contact Pepco’s Energy Team  at ###-###-#### to enroll into the AMP program.  
  If you have any additional questions or concerns, please feel free to contact me.  
  Sincerely,  
  Raven J******  
  Escalated Investigations Representative  
  Pepco Holdings  
  
  

• Initial Complaint

  Date:01/27/2023

  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.

  We are being billed at a higher rate for energy because of an erroneous record stating that we have solar panels attached to our house. We do not have solar panels, and never have. When I try to get Pepco to correct this, I am transferred to another department that never answers the phone or calls back. I have not been given a direct number or transfer line to call them back. I have also tried to email this same department multiple times and have not received a response. I would like to have the erroneous record corrected, and have my electric bills adjusted to reflect the original rate.

  Business Response

  Date: 03/01/2023

  To Whom It May Concern:
  
  The following is in response to the customer’s complaint that the account is being invoiced on a higher rate due to an erroneous record stating that solar panels have been attached to the home.  The customer asserts that he has not installed solar panels and never has.
  
  On October 15, 2022,  the meter serving the customer’s dwelling was re-programmed for net energy metering as part of the signed solar interconnection application received from the customer’s solar installer ******* ******* *** ***.  Currently permission to operate has not been granted to the customer as we have not received part II of the solar interconnection application.  However, per the established process when a signed interconnection application has been received, the electric account has been coded for net energy metering.  *** ******** account is being invoiced under MD-R rate with the applicable Net Energy metering rider due to the solar interconnection applicaton.  The utility does not charge a different rate for customers served under the MD-R rate classification when a customer has opted to install solar panels.
  
  I have attached the MD Residential Rate Tariff for the MD-R for the Distribution charges, and the MD R- rate schedule for the SOS (Standard Offer Service) and the Net Energy Rider applicable for MD-R. This Net energy rider section 31.1  speaks to the billing components that can be charged when the customer has delivered more energy to the Company’s delivery system than consumed by the end of the billing period.  In addition, the NEM rider speaks to the annual payout when the customer generates more power than used.
  
  If *** ********, has any additional questions or concerns he may contact me directly at ###-###-####.  
  
  Thanks,
  
  Linda *. B****
  Special Investigation Representative
  

• Initial Complaint

  Date:01/11/2023

  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.

  I left my apartment for Christmas break on 11/19/2022. I will return on 1/13/2023. Pepco sent me the highest bill Ive received for $126 and change? The usage is impossible as I havent been there. Ive been in GA since 11/19/2022. This is an apartment with a mere 547 square feet. I need some answers as this amount due for Nov to December seems fraudulent. Theres absolutely no way Ive consumed this amount of energy without being there. Id like a technician to review my meter, my thermostat, etcand reveal to me how the usage is correct for a period of time where I havent even been in the apartment. Something is terribly wrong!

  Business Response

  Date: 02/06/2023

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

  
  The following is in response to the complaint submitted on behalf of ***************************** regarding her high bill concerns.

  On December 16, 2022, we issued a December 2022 bill of $126.77, due by January 6, 2023. The invoice was issued online since ****************** is enrolled in paperless billing. The invoice includes: (see attached) 

  
  Balance from last bill credit $44.47,
  Minus payment of $44.47,
  
  Pepco's distribution charge of $44.30, 
  Pepcos Energy supply charge of $82.47.
  
  On January 20, 2023, we issued a January 2023 bill of $62.79, due by February 10, 2023. The invoice was issued online since ****************** is enrolled in paperless billing. The invoice includes: (see attached) 
  
  Balance from last bill credit $126.77,
  
  Minus payment of $126.77,
  Pepco's distribution charge of $26.46, 
  Pepcos Energy supply charge of $36.33.
  
  Pepco is responsible for the meter's accuracy and cannot determine what internal conditions may have contributed to a customer's electrical usage. All invoices rendered have been based on actual cumulative meter readings. Typically, increased usage may be attributed to air conditioning during the summer bill months or electric heating or supplemental space heating during the winter bill  months. Energy usage can increase if any appliance or equipment is not operating efficiently.

  As depicted on ******************** invoices, page 3 of 3 shows a daily energy usage graph which includes the average daily temperatures and days for the customer's information. This energy graph can help identify patterns of high energy consumption based on the dates and temperatures. ****************** can also access more comprehensive energy usage information through Pepco's My Account feature. This interactive tool will allow her to manage her Pepco service, pay bills online, and review electric usage daily.

  On February 2, 2023, a remote reading of ***** was obtained, which is consistent with the last billed reading of ***** used to bill the account to January 19, 2023. The next scheduled reading for billing is February 15, 2023.

  Pepco can certainly understand ********************** concerns about receiving higher-than-expected bills. Based on my findings, the bills are accurate, and no adjustment is warranted. I hope this information will help respond to ********************** concerns.
  
  Regards,

   *************************

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

  pepco.com

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair 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 9/16/22 I contacted Pepco as I noticed the electric bill went from having a credit to being close to $400. I immediately called Pepco to discuss and informed them that the services can be canceled as I should not be responsible. The reason I should not be responsible is because the house is vacant and have been since December 2018 when my mother in law passed. It took a year+ to get things together for probate then covid happened and everything stopped. I got the services turned on in January 2020 under the impression we would start the necessary work to fix the house however as stated covid happened. The house has been vacant. I went to the house on the same day (9/16) and noticed the meter appeared faulty. I called Pepco again the following Monday and was advised someone will have to come out. I requested again that the services be cut off. Since the house is vacant, I requested that they schedule this with me so I can be present. I never received a call, the meter has never been addressed. I called again in October and got the same response this time they stated they believe someone is living there. I informed them they are more then welcome to enter the home, I live 45 minutes away but I can assure them that no one is living there. They once again stated they will send a field supervisor out, to date no one called. I called on 12/9/22 because at this point the bill has gotten to $1,981.36 and they finally stated they will turn off the services although I requested that in September. As of today (12/23) the account shows inactive however I went to the house on 12/9 & 12/14 and the lights were still on. Now the bill is at $2,145, the meter still shows that it's faulty, the house is still very much vacant and I still reside at a different location where my electric is less than $75 monthly. I need assistance with getting this resolved and the meter being replaced and the bill getting adjusted. I would also like to be present for any walk through inspections.

  Business Response

  Date: 01/26/2023

  In September 2022, the customer called and spoke to Customer Care representatives (CSR) regarding receiving a high bill for $372.81.  The customer requested someone come out to assess the house for vacancy.  The CSR responded that in checking the meter remotely, the meter was found operating accurately and the usage was accurate.  The customer request to cancel the service due to the house being vacant. The CSR was unable to complete the request due to a disconnect in the call.
  
  In October 2022, the customer called and spoke with a CSR to discuss the bill and have meter checked.  The CSR advised the customer the bill was based on actual meter readings. 
  
  Attached is a billing/payment statement from January 5, 2022, to December 9, 2022, final bill date for your review. Our winter rates are in effect (November-May) and summer rates are in effect (June -October).
  
  All the monthly usage bills are based on actual meter readings.  The meter readings have been cumulative and consistent, revealing no evidence of a problem. 
  
  Generally, the major energy users in customer’s homes are appliances that generate heat such as electric heating and/or supplemental space heating, electric hot water heating or provide cooling like air conditioning.  It is also important to note that if any appliances or equipment is not operating efficiently, energy usage can increase.  The increase in usage began from August 2022 to December 2022.  Pepco is not in a position to prove or disprove what internal factors may have contributed to the higher-than-expected usage.  Pepco responsibility ends at the meter.
  
  On December 9, 2022, we processed a move out order to close the account in the name of Rhonda Gordon.  A forwarding address of 1008 Stone Avenue, Waldorf, Maryland 20602 was provided.
  
  On December 12, 2022, we issued a December 2022 Final bill in the amount of $2,145.73 (service period from December 2, 2022, to December 9, 2022) due by January 3, 2022.  This bill consists of a past due balance of $1,981.36, a late payment charge of $20.80 and a final bill charge of $143.57. 
  
  On December 13, 2022, a remote reading of 108,791 was obtained, which is consistent with the final billed reading of 108,448 used to bill the account to December 9, 2022.  On January 26, 2023, a subsequent remote reading of 113,768 was taken which is consistent with the remote reading of 108,791 taken on December 13, 2022.   
  
  Based on my findings, the bills are accurate. 
  
  On January 26, 2023, a representative from our engineering department scheduled an appointment to meet with the customer for a site visit of the property.  At this time, we are waiting for the results of the engineers’ field report regarding the site visit to the property and the reason for the increase usage as well as a meter check.  We will follow up with the customer with our findings.
  

  Customer Answer

  Date: 04/04/2023

  [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:

  From: ********** * <**********************>
  Date: Mon, Apr 3, 2023 at 8:17 PM
  Subject: Re: Case #********
  To: <*******@mybbb.org>
  
  
  Hello, 
  Thanks for calling me yesterday to clarify my email. As we discussed on the phone, Pepco has not returned any emails or phone calls which would be preferred. From January when I received the only call from pepco it was to set up for the field engineer to come out. I was advised at that time that a freeze would be put on my account so it is not sent to collections. Within two days of that call (which was prior to the field engineer coming out) I received a letter from the collection company Sunrise. I informed the lady from collections that I was in dispute about my bill and was informed it wouldn't be sent to collections. She advised me that they were not able to tell me that. That call didn't go well but we agreed that she would call back when I wasn't at work. I called Pepco back two more times with no answers as to how to resolve it other than pay. If I pay that would mean a clear agreement that I am responsible for the bill in which I've argued and advocated for myself since September that I needed answers along with them turning my services off. 
  
  Speaking of turning the services off, when I received the response that Pepco gave BBB that was the first time I ever heard them say that when I attempted to turn off the services that the call was disconnected. This is not my version of that phone call at all. On at least 3 calls made to Pepco they claim I never called on September 16th. Since then they have admitted that I have. I have received so many conflicting stories that it's hard to believe anything they are telling me. In early March when I called I asked about going into a walk in office and speaking with someone face to face. The customer service representative informed me that the closest location was in Forestville. She then informed me that the office was now closed as it is after 2 pm. The current time that we talked was 2:10 pm. In that same conversation when I was transferred to a supervisor I was told that no location allows people to come in and all I can do is continue to call. Just 10 minutes prior I was told I can go in. Therefore I'm very frustrated because it is too many lies I feel I'm being told. I did speak with another supervisor after calling several more times name Francisco and although he was nicer then the previous supervisor he did not provide any information other than pay the bill. 
  
  My underline questions remain the same. I contacted Pepco in September to inquire about the increase and to disconnect services. I have called several times each month since. It wasn't until I mentioned contacting the BBB and channel 7 that the service was cut off four months after my request. What can be done to remove this amount and ensure it doesn't go on my credit report? As a consumer what more can I do if I made contact on multiple occasions to disconnect service and get someone to look into this issue?
  
  Thank you for looking into this extremely important issue. 

  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 04/13/2023

  Please express our sincere apology to *** ****** ****** for
  any inconvenience or frustration this matter may have cause.  After further review, on September 16, 2022,
  and September 19, 2022, *** ****** did speak with Customer Service
  representatives about the increase usage in the vacant house at *** ****** ******, Upper Marlboro, Maryland ***** and request to stop service.  Unfortunately, no action was taken, and the
  high bills continue until December 9, 2022, when the account was closed and
  final billed in the amount of $2, 145.73 due by January 3, 2023.  On January 26, 2023, a representative from
  our energy engineering team met with *** ****** to perform an energy audit of
  the vacant home equipment to justify the increase usage.  The engineer found the increase usage was due
  to a faulty water heater.  Based on *** ****** call on September 16, 2022, to stop service, we have canceled the bills
  back to September 2, 2022, and closed the account effective September 16,
  2022.  On April 11, 2023, we issued a
  revised final bill in the amount of $667.27 due by May 2, 2023.  This bill consists of a past due balance of $372.81,
  late payment charges of $61.78 and a final bill charge of $232.68.  Please note the late charges totaling $61.78
  will be waived reducing the bill amount to $605.49.  We have contacted our Credit department
  regarding the adjusted bill to notify the Collection agency as well as ensure
  no negative reporting has been file. Tell us why here...

  Customer Answer

  Date: 04/18/2023

  [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,
  
  
  
  ****** ******