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:12/02/2022

  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.

  Overall, I have been trying to get a refund from PEPCO since August. They have repeatedly told me that my refund check would arrive at my house in 7-14 business days and then no check arrives and I have to go through the whole process again. I feel as if I am being dragged along and I will not get my money back. On August 27th, 2022, I accidentally overpaid my final electric bill when I accidentally added an extra "1" to the amount. I overpaid by $1,000. Emails showing the final bill amount and the amount I paid are attached. When I reached out to PEPCO about the issue, they sent an email on August 30th and confirmed that I had a $1,000 credit on my account. They asked that I send a forwarding address for the refund check. I then asked if I could do an electronic refund and included my address in case they could not. They responded that they had begun the process for my electronic refund and that I would receive it in approximately 7-14 days business days. Emails are attached, my request is not visible since I submitted it through their website and it was a no-reply email. I never received any electric refund after the time period. What followed has been calling them multiple times over the last three months to try to get this refund. First, I called and found out they did not issue an electronic refund but sent a check to the wrong address, then that I needed to respond to an email for an electric refund and I never received an email (I checked all spam folders), and finally, I requested that a physical check be sent to the correct address. I was again told 7-14 days and no check arrived. Since then I have called, had to re-explain the story, and been told to wait over and over for a check to arrive after 30 days, then another 14 days and now it is December and I still do not have my check. I do not know what else to do and I am a college student who really needs that money. My account no longer shows the $1,000 credit but I have never received that money.

  Business Response

  Date: 12/07/2022

  The following is in response to the inquiry submitted by the Better Business Bureau on behalf of ***** ******* ongoing request for her refund in the amount of $1,000.00 from her former address at **** **** ** NW APT ****, Washington, DC *****.  Please express our sincere apology to *** ******* for any inconvenience or frustration this matter may have caused in delaying her refund. *** ******* customer service experience in this refund matter has been brought to the attention of our management team for review.  On December 6, 2022, I spoke with *** ******* to acknowledge her inquiry regarding the refund for $1,000.00.  I informed *** ******* a refund check had been mailed.  I stated, it may take approximately 7-10 days to receive depending on the mail service.  I agreed to confirm the mailing address on the check and call her back. On December 7, 2022, I spoke with *** ******* to discuss the status of the check.  *** ******* indicated, she received the refund today (December 7, 2022).  *** ******* was satisfied.    

• Initial Complaint

  Date:11/14/2022

  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.

  In May 2022, the ********* Department issued a 2 year credit adjustment due to their lack of reconnecting and/or disconnecting equipment two years prior. As of the October 2022 bill statement, the $9.65 charge has appeared on the August, September and October statements. A call to PEPCO on Monday, November 7, 2022 resulted in being told that I would receive a call back (no specific date given). Therefore, I advised the representative (Ms. G**********) that I would give it a week and if I haven't heard from the department, I would contact BBB as this seems to be the only way that PEPCO/********* department will respond. (Complaint ID *********.

  Business Response

  Date: 11/29/2022

  Dear ****************:

  
  This letter is in response to your inquiry filed by ********* *** regarding ********** monthly service charges for the address **************************, Temple Hills, MD *****.
  On November 29, 2022.  I was unable to successfully contact **. ************************** previous inquiry regarding ********** monthly service charges was resolved on September 1, 2022.  We issued a refund for $212.35.  The refund covered billing periods from November 2020 to August 2022 (22 months).
  On November 28, 2022, **. *** was issued a credit for two months (September and October) for ********* s monthly service charge of $9.65, for a total of $19.30. ************ account was credited for Late Payment Charges accrued on her account for a total of $4.28.
  Finally, I want to apologize to **.*** for her customer service experience. Details of her complaint will be shared with the appropriate leadership team for further review and follow-up action.
  Don't hesitate to contact me if you have any other questions.
  
  Regards,
  
  Anasa M***********
  Escalated Investigations Representative
  **************@pepco.com
  
  T ************
  
  pepco.com
  

  Customer Answer

  Date: 12/01/2022

  [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:11/06/2022

  Type:Product 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 still haven't received reimbursement for my bill in May and June. One Bill was $795.48 and the other was $1091. The space was vacant, there was no HVAC and no one was in the space, one of their agents came by and saw it was empty and said I should be getting a reimbursement and I still have not

  Business Response

  Date: 11/21/2022

  This is in response to your inquiry submitted by the Better Business Bureau on behalf of **** ****** for ****** **** *** *** located at *** * ******, NE, Washington, DC ***** high bill concerns.  Our records indicate the account was established in the name of ****** **** *** *** effective April 1, 2022.  Attached is a billing/payment statement from April 1, 2022, to November 15, 2022, for your review.  All of the bills are based on actual meter readings. The meter readings are cumulative and consistent, revealing no evidence of a problem.  On August 11, 2022, a meter test was performed, which the meter tested at an overall accuracy of 100.03% that is well within the guidelines prescribed by the DC Public Service Commission. Pepco is not in a position to prove or disprove what internal factors may have contributed to the higher-than-expected usage from April 1, 2022, to June 16, 2022.  Pepco responsibility ends at the meter.  Based on our findings, the bills are accurate, and no adjustment is warranted.  

• Initial Complaint

  Date:11/04/2022

  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.

  PEPCO billed me for a $190 deposit (Account # ************ without giving me the opportunity to properly establish credit. I submitted a letter of good credit from my previous utility on 10/25/2022 to ******************************************* but have received no response.

  Business Response

  Date: 11/07/2022

  This letter is in response to your inquiry filed by ***************************** regarding Pepco request for a security deposit in the amount of $190.00 on his account. 
  
  Our records indicate the account at ************************, Takoma Park, Maryland ********** was established in the name of ***************************** effective September 8, 2022.  A deposit in the amount of $190.00 was assessed to ******************** account.
  
  On October 20, 2022, we rendered an October 2022 bill in the amount of $271.98 due by November 10, 2022.  The bill consists of a security deposit in the amount of $190.00 and a current charge of $81.98 (see attached).  A residential security deposit will automatically be assessed to the first bill. 
  
  The purpose of a deposit or other credit arrangement is to provide assurance to the Company that the final bill of the customer will be paid.  Such a deposit can only be credited to a final bill and may not be applied against the amount due on a regular bill.  This policy is in the interest of all the Company's rate payers since it avoids, to the extent practicable, the burden of uncollectible bills which would otherwise be borne by these ratepayers. The essential ingredient in the administration of such a credit arrangement is its equitable application to all Applicants for service and Customers throughout the Company's service area. 
  
  The Commissions' regulations on customer deposits and allied security matters are published as COMAR 20.30.
  
  An Applicant or Customer may establish credit by a number of methods. For residential customers these methods include by demonstration of stability of employment, of good paying habits to the Company, of homeowner status, or of active-duty status in the armed forces, or by a cash deposit.
  
  Based on the letter of credit provided by ******************** from his previous utility company, on November 4, 2022, we waived the security deposit for $190.00 reducing the bill amount from $271.98 to $81.98 due by November 10, 2022.   
  
  I trust this information will be helpful in responding to ******************** concerns.  If you have any questions, please contact me. 
  

• Initial Complaint

  Date:10/27/2022

  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.

  Issue-Back on March 2021 we had our lights in the house flickering, dim and fade out or go out in various rooms in the house. We had a master electrician who came out and told us it was a grounding /voltage issues stemming from the line outside into the house supplying power thru Pepco. A service technician from the underground department came out and placed a device outside near the meter without anyone home at the time so we were not able to ask what the device purpose was. On my contact with Pepco Customer Service representative, we were told that the device the technician place there was to help them diagnose the issues. That has been a little over a year now, despite my more than 50 calls from September 2021 to today, October 27, 2022 the device is still at the location and the Underground Crew still has not called or returned to permanently fix the issue (A correct electrical voltage line directly to the house to provide the correct grounding and voltage issue) I pay my bills on time, all the time I am a 73 year old senior citizen I am frustrated and need resolution. On two occasions there have been explosions and loss of power to my home at the location of the device, and i reported it to Pepco outage departments. Technicians come out or claim they have come out, but we never see, meet or communicate with them as they never seem to come when anyone is there to meet them and ask questions. Spoken to many different supervisors with no resolution. I NEED SOMEONE AT PEPCO UNDERGROUND TO TAKE RESPONSIBILITY AND FIX THIS ISSUE OR I NEED SOMEONE TO TELL ME HOW TO REACH OUT TO 7 ON YOUR SIDE. THANK YOU. LMT please contact my daughter so we can get this fixed ASAP. Narrated by ACT on behalf of LMT.

  Business Response

  Date: 11/28/2022

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

  
  The following is in response to the customers complaint regarding a service saver that was installed at ***********************, Brentwood, MD ********* because of repeat flickering of lights.
  ********************** also asserted that she contacted the utility regarding this matter and never received a response.
  
  On March 29, 2022,the customer contacted Pepco to report flickering lights. A trouble ticket was issued to dispatch a service crew to check for safety. Upon arrival, our service crew investigated and identified a neutral fault in our equipment, which required replacement of the underground service line. A Service Saver was installed at the meter box to correct /restore any flickering of lights, until permanent repairs could be performed
  
  On November 17,2022, the service saver was removed, and the repairs were completed.
  
  On November 28,2022, I spoke with ********************** to confirm removal of equipment and confirmation of work completed.
  
  Customer was satisfied.
  
  Please feel free to contact me should you have any additional questions.
  
  Regards,

  Anasa M**********
  

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

• Initial Complaint

  Date:10/23/2022

  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.

  Dear Better Business Bureau Office: I am reaching out about an emergent issue with my revolving balance on my PEPCO account. I have followed up with this company on several different occasions about payment schedule options and/or assistance programs to aid in my account standings. I recently had a payment arrangement which I could not meet due to the amount and the nearness in time to other payments owed (and initial deposits already confirmed). I have applied to help programs and other related activities but have been denied because of my income status. Four family members had COVID and I had a bank fraud issue which my bank is currently investigating. Because of these above-named circumstances, my billing payments are delayed. I asked for a different type of arrangement which would work best with my payroll schedule and funds and was denied but told if I provide a heavy deposit a newer payment agreement could be outlined (including making a 1/2 payment of the first initial deposit). I have exhausted all areas that I reviewed which could help me pay the balance to $0. An assistance program I read which could be of great help to me is the **** ******** Energy Fund. I wanted to find out the process for applying as this would be a good resolution to my ongoing challenges with PEPCO. Please follow up with any input/feedback you may have to bring this case to a close on my behalf. My account is in interruption status and I want to stop any such action and make certain there is an agreeable arrangement that works for both parties. I seek your advisement on how I can achieve success with PEPCO's offices regarding the details above. Due to the severity and posthaste steps that have been taken on my account by PEPCO, I wish to ensure a quick resolve is applied so that I address my balance and keep my account in active status. Thank you for your reviews and considerations with this matter. Sincerely, **************************************

  Business Response

  Date: 11/15/2022

  The Utility received a similiar affordable payment arrangement dispute filed by the customer with the ** ************************* (*****) on 10/19/22.  The Utility provided the attached response to the ***** on 10/28/22 after speaking with the customer and establishing a new payment arrangement with the customer.  If the customer is not satisfied with the response previously provided to the **************************** on 10/28/22, the customer should follow up with the ******** ************************* complaint process and file a Rebuttal complaint.  

   

  Thanks,

  Linda ** B**********

  Special Investigations

  Pepco 

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

• Initial Complaint

  Date:10/05/2022

  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.

  In August 2021, I had solar panels installed at my residential address. Since instillation, Pepco has not properly credited me for excess energy generated by my system. According to my monthly billing statements that I receive from Pepco, my system has generated 3521 kWh in excess energy since instillation, and once again, I have not received credit for a single kWh. I originally reached out to Pepco in July 2022 to report the problem, was informed to send an email to the solar energy department stating the issue for resolution, which I completed on 08/12/22. On 08/26/22, the solar energy department referenced me to the billing department because it was confirmed that my meter was reading correctly, however, the billing department was not giving me credit on my monthly bill for the excess kWh generated. My bill reads as zero every month, even though the excess kWh produced is evident on the bill. On 08/29/22, I received a call from the billing department stating that they would review my account and give me credit on the excess energy generated by my system and to expect for it to be completed in two weeks. I asked if I would receive a follow-up call confirming correction to which the representative stated that they could follow up once the issue was corrected or I could log into my account and see the update/resolution. Two weeks later, no call, update on my account, or follow up. After not hearing anything, I contacted/emailed the billing department on 09/16/22, 09/20/22, 09/22/22, 09/26/22, 09/28/22, and 10/03/22 without receiving a response after any communication I have sent. On my last communication on 10/03/22, I referenced that I would be filing a complaint if I did not receive a response, and yet, no contact. It is very clear to me that they do not listen or act upon customer concerns. I have read similar complaints on BBB by other customers with the same issue I have listed. With the number of people transitioning to solar energy, this is a problem.

  Business Response

  Date: 10/24/2022

  The following serves to respond to *******************’s net energy billing complaint and her customer service experience.
  
  We are disappointed to learn that ****************** contacted the utility more than once regarding her net energy billing concerns and did not receive any follow up response.  We take pride in delivering excellent customer service and we apologize that did not meet that expectation for the customer.  Details of *******************’s complaint will be shared with the appropriate customer service leadership for further review and follow up action.
  
  ****************’s account was originally billed from July 24, 2021 to September 23, 2022 and did not reflect net billed energy usage due to a meter programming error that occurred when the metering on the account was changed to reflect net metering status.
  On October 20, 2022, revised corrected billing was issued for the service period from July 24, 2021 through September 23, 2022.  *******************’s account was originally invoiced from July 24, 2021 to September 23, 2022 for a total of 11,064 kilowatt hours and total electric charges of $1,393.09.   Revised corrected billing was issued for the service period from July 24, 2021 through September 23, 2022 and billed for a total net energy usage of 5,089 kilowatt hours and for total electric charges of $753.88.  Attached is a billing comparison statement to help clarify how the account was originally billed compared to the revised corrected invoicing.
  
  As of the revised corrected invoicing issued through the September 23, 2022 meter reading date, ********************'s account reflects a total credit balance of -524.30.   A new bill is pending the October 24, 2022 meter reading date and that credit balance will change.  ****************** may contact Customer Service at ************ to request a refund of the remaining credit balance on your account due to the revised billing. 

  We apologize for any incovenience this matter may have caused the customer. 

  Regards,

  Linda B*********

  Special Investigations

  Pepco 

• Initial Complaint

  Date:09/15/2022

  Type:Delivery 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 have tried contacting the Pepco solar energy division on 6 occasions over the last 2 months, via email and telephone. I have left multiple voice messages and have never received a response, even though their system indicates they will respond within 24 hours. Per our contract, Pepco had 60 days to update my meter so I could use my solar system. That date threshold has passed, I have not received any updates from them, and I continue to pay EXCESSIVE amounts of over $400 for my energy bill, in addition to the loan for my solar panels which I cannot even use.

  Business Response

  Date: 10/05/2022

  The following serves as response to Better Business Bureau complaint #******** regarding status of *************************** solar interconnection application and interconnection to the grid.  Our Green Power Connection (GPC) team has provided the following information.
  On April 14,2022, interconnection application was submitted.  On April 16, 2022, application was reviewed and submitted to technical review for engineering screening.   On May 19, 2022, notification on required distribution upgrades necessary for customers 5 kw system, level 2 application and agreement was issued to the customer and contractor.  On June 21, 2022, contractor attempted to submit Part 2 prior to upgrades being completed.  On June 27, 2022,  Part 2 was incomplete and notification was sent to contractor to provide signed Level 2 interconnection agreement and application.  A  tentative Construction date was issued August 4, 2022.  Unfortunately, a scheduled construction date is not yet available.  The upgrades are required for the project to move forward.
  We regret to hear that ************ was unable to speak with a member of our Green Power Connection Team regarding the status of their solar project, and we apologize for any inconvenience the customer may have experienced as a result.  

  Customer Answer

  Date: 10/19/2022

  [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:
  None of this information has ever been communicated to me by the contractor or GPC. My solar panels have been installed for months and I have been waiting for GPC to return even a SINGLE phone call. Their phone system indicates they will respond within 24 hours but that has NEVER occurredin fact they have NEVER returned my call. Why could they respond to BBB but not me, THEIR CUSTOMER!!! Is this service? Is this what I pay for? It is now going to be NOVEMBER and I have yet to be able to use my solar system. Why am I paying for a system I cannot use? What sort of recourse or compensation is their for a business treating their paying customer so disrespectfully and with such negligence? I demand someone call me, explain to me what is going on and how it is being addressed. I will have tenants moving in next month who will also suffer due to this. This is criminal.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/01/2022

  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.

  In July 2022 PEPCO filed a collection account for a bill from January 2017. I currently have a different account with Pepco and they haven't mentioned anything about this old account. We could have done a payment plan or something. They wait 6 years to send this to a collection agency ********** ****** and these people just add this to my credit report out of nowhere completely ruining my credit. This is unfair! 6 years later adding this to someone's credit report as if it were a newly delinquent account. I've worked so hard on my credit and now this appears as this is a new debt that I did not pay when in fact it is 6 years old. I called Experian and they said it's scheduled to be removed in October 2023 (1 year after being added because it was just added 6 years later). I asked Pepco's collection company to remove this from my credit report and they said that Pepco would have to tell them to remove it. According the FCRA act the I should have received 30 day notice of a collection which I never received from neither Pepco nor ********** *******. This seems like bad business practices, predatory and unscrupulous of Pepco and **********. On my credit report there is no indication that this is an OLD debt. To anyone looking at my credit report it appears to be new when it is in fact 6 years old! This is unacceptable and unfair. I think they should remove the collection due to the time and inaccuracies during initial reporting. Pepco Account Number (provided by **********): ************

  Business Response

  Date: 09/15/2022

  The following serves as response to Better Business Bureau complaint #******** for *********************** regarding a balance due for $977.18 on previous Pepco account number ************* for ************************, Germantown, MD *********.
  Records indicate Pepco account (***********) was opened September 3,2014 and closed January 3, 2017.   The attached final bill was issued on January 9, 2017, for period ending January 3, 2017 in the amount of $977.18 due on January 30, 2017.  
  On January 31, 2017, the attached collections notices were issued to communicate a past due balance for $977.18.  The notices advised that if payment is not received within 10 days, the account will be referred to a collection agency, which may start legal action and list the outstanding account with a national credit bureau.   Subsequently, the account was referred to third party collection agency Transworld Systems ,when the final bill was not satisfied.  Per our review, the consumer is responsible for the unpaid balance.     
  

• Initial Complaint

  Date:08/15/2022

  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 been charging my account for a service (*********) at a monthly rate of $9.65. In November 2020, I had a heavy up panel installed by another company. Upon completion, Pepco had to install a new meter, and part of the job included detaching and reattaching the ********* device, but they never came back. Recently, on Tuesday, August 9, 2022 I had an electrician installing a floodlight and he advised me that the ********* was not connected. Therefore, on that afternoon, I contacted Pepco via ************ main number; spoke with Millie and supervisor and both assured me that I should receive a call from the ********* department within 24 hours (i.e., Wednesday, August 10. When I had not received a call back on 8/10/22, I called again and spoke with Mr. J***********, who said give it until Friday, August 12. Today is Monday, August 15 and I have yet to receive a call. I wish to have the BBB assist me in having Pepco remove the monthly service charge from my account and obtaining a credit of $9.65 per month x 22 months (11/20 through 09/22). In addition, if Pepco/********** wishes to pick up the box/fixture, please arrange to do so. If not, I can place the box/fixture in recycle and/or trash. Thank you for your assistance with this matter.

  Business Response

  Date: 09/01/2022

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

  This letter is in response to your inquiry filed by ********* May regarding ********* s monthly service charges since November 2020, and disposal of the ********* equipment associated with the address ******************************************, Temple Hills, MD  20748.
  

  On September 1, 2022, I attempted to contact **. **** however, I was unable to leave a message on her voice mail.

  On September 1, 2022, **. *** was issued a credit for 22 months for ********* s monthly service charge of $9.65,for a total of $212.35.

  Also, on September 1, 2022, the device was removed from *********'s residence at *********************************, Temple Hills, MD 20748.

  Finally, I want to apologize to **.*** for her customer service experience. Details of her complaint will be shared with the appropriate leadership team for further review and follow-up action.

  Don't hesitate to contact me if you have any other questions regarding this matter.
  
  Regards,
  
  Anasa M*************
  Escalated Investigations Representative
  ************@pepco.com
  
  T ************
  pepco.com