Complaints

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

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  Delmarva Power

  401 Eagle Run Rd Newark, DE 19702-1602

  
• 

  Delmarva Power

  630 Martin Luther King Blvd Wilmington, DE 19801-2306

  
• 

  Delmarva Power

  PO Box 231 Wilmington, DE 19899-0231

  
• 

  Delmarva Power

  PO Box 6066 Christiana Building Newark, DE 19714-6066

  
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  Delmarva Power

  PO Box 9239 Newark, DE 19714-9239

  

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:06/20/2025

  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.

  Every month Delmarva power adds $600-800 in deposits to my account without telling me because my bill has been late more than 6 times in a year. This is due to me being the only income and my husband having stage 4 cancer. Of course, I pay my bill but there are times that I have been behind due to me being the only income in the home. I have lived at my residence for 10 years and have a deposit on my account already. I should not have to call and explain why I am late or request to have a deposit removed from my account especially since I am already going through a difficult time. I feel this is an outrageous business practice and very unfair to those or are already in a tight place financially.

  

  Business Response

  Date: 06/23/2025

  We tried to speak with ****** ***** on 6.23.25 but we had to leave a voicemail, the voicemail cut off 1/2 was through but we had called back and spoke with ****** about her complaint,  
  
  The account balance total is $1,511.94, included in this balance is a $805 dunning deposit requested. 
  
  The account has had 0 broken installment plans in the past 12 month period, and is eligible for an installment plan at this time. To create the installment plan a down payment of $382 is needed (which the customer made on 6.20.25). 
  
  Since August 2024 the customer has had 3 deposits waived as a courtesy:
  - 8.20.24 a $500 deposit was requested due to final notices generating on this account, it was waived on 9.4.24.
  - 10.22.24 a $570 deposit was requested due to final notices generating on this account, it was waived on 11.12.24.
  - 12.26.24 a $610 deposit was requested due to final notices generating on this account, it was waived on 2.4.25.
  - 8.20.24 a $805 deposit was requested due to final notices generating on this account, & we cannot waive the deposit this time. 
  
  In the past 12-month period the customer had received 6 final notices: for every 5 final notices that generate on an account a new deposit will be request/the deposit can be increased. On every final notice that is sent to the customer it does state the following on the notices: 'We may 
  also charge you a security deposit or increase your security deposit if you've already paid one. In the event your service is discontinued, your account could also be reported to a national credit bureau by a collection agency, which could affect your credit rating.' 
  
  We have advised the customer that currently we will not be able to waive this deposit request but we can place it on a 6-month installment plan & create a 12 month installment plan on the current charges if the customer would like. 
  
  Customer did decline the installment plan. She agreed to pay $324.94 bringing the balance to zero minus the deposit, with her doing this we agreed to waive the dunning deposit as a FINAL courtesy, we advised if this account ever gets a new dunning deposit (if a new final notice ends up generating a deposit will be requested) it will NOT be waived. We advised if she is struggling with a months payment always to request an installment plan for the balance because if it shows that she has a past due balance a final notice (a new deposit and late payments) could generate automatically. 
  
  She also states her husband and child both use medical equipment that require electricity in the home, we sent out our medical forms to her mailing address on file as a courtesy. 
  
  
  ****** B ***** has been advised to contact Delmarva Power at 1-800-375-7117 to pay or to provide proof of payment and have the installment plan established. 
  
  
  We encourage our customers who are facing significant financial challenges to contact various energy assistance agencies for help with their utility bill. We recommend visiting www.delmarva.com/my-account/customer-support/assistance-programs-de to access energy assistance resources.
  
  Notes have been placed on the account for reference. Our customer care representatives are available to support should customers need further assistance or have questions about their bill. Customers can connect with us by 1-800-375-7117 or by visiting us online at www.delmarva.com.

• Initial Complaint

  Date:06/09/2025

  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.

  I'm following up to a previous complaint. (Complaint ID: 23377327)
  
  To Whom It May Concern, I am filing a complaint against Delmarva Power regarding unfair billing practices and poor customer service.
  
  I was recently charged over $600 in penalties (a security deposit) due to delayed payments—even though my service was never disconnected. While I acknowledge falling behind during a difficult time, I believe this charge is excessive and punitive, especially for a utility that provides an essential service. Despite my good-faith efforts to resolve the balance, I’ve encountered poor communication. Around four weeks ago, I called customer service and spoke with a representative named Alexis, who said a supervisor would call me back. No one followed up. Two weeks ago, I was finally able to speak with a supervisor named Norida, who explained the billing policy but did not resolve my concerns. I have since brought my account current, but the burden of this security deposit has been a major financial strain. I live with my elderly parents, and the threat of disconnection has caused additional stress. As a longtime customer, I feel this treatment is unfair and exploitative. Furthermore, Delmarva Power is the sole energy provider in New Castle County, leaving customers like me with no alternatives. Their ability to impose such penalties without oversight or competition is deeply concerning. I am submitting this complaint to formally document these concerns and to seek your assistance in reviewing this matter. I request the following: A review and reconsideration of the $600+ security deposit imposed on my account.
  
  An investigation into Delmarva Power’s billing practices and customer service responsiveness. Recommendations or actions that might prevent this from affecting other residents similarly.

  

  Business Response

  Date: 06/10/2025

  As per noted in our previous complaint 23377327, since Mr. ******* paid his account current we released/waived the most recent held deposit of $675. If another final notice does end up generating we will not be able to waive the next deposit. 
  
  Currently the account has a credit of $344.46, the customer has not rebilled as of yet nor has Edward called in since he filed his last BBB complaint. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I'm concerned by the tone of the response and the policy of Delmarva Power to apply excessive and predatory penalties to the accounts customers who are late. I could understand if the person's service was terminated for non-payment, but to apply a fee of $675 to a customer's account who is late paying is cruel and predatory. I understand that the person who responds to these complains have zero authority and do not write policy for the organization. However, to the policy maker (not the Customer Service Representative) the policy of charging a fee of $675 to a person's account when they're late for payment is cruel, and predatory. To the policy maker, please explain the justification for charging such an excessive fee to persons who pay late. I'd prefer this response to come from a person who has authority in writing policy and not from a Customer Service representative. Also, if I've already paid the penalty of $675 and my account was current, why is there only a credit of approximately $344.46 on my account?Context: I called the Customer Service number today (1-800-375-7117) and spoke with ***. She said "a payment of $344.46 posted on your account on 19th of May 2025 causing a credit on your account...your next meter read is scheduled for today, June 16)." 
   
  Regards,
  Complaint ID: 23446270
   
  
  
   
   

  

  Business Response

  Date: 06/30/2025

  Please accept this as Delmarva Power's response to Mr. *******'s follow up inquiry.
  
  Delmarva Power has billed the account in accordance with regulations set forth in the Tariff which has been approved by the Delaware Public Service Commission.  
  
  Per Tariff Section III Customer Deposit:
    A. Customer's Deposit to Guarantee Payment of Final Bills
  The Company may require a cash deposit from an Applicant or an existing Customer for each account to 
  guarantee payment of final bills for service rendered. The Company reserves the right to hold either an aggregate 
  deposit for all accounts for a single Customer or multiple deposits for separate accounts for a single Customer. Where 
  the Company holds more than one deposit for separate accounts for the same Customer, the Company shall administer 
  each deposit individually. Such deposit shall not be more in amount than two-twelfths (2/12) of the estimated annual 
  combined Electric Supply & Delivery Service charges, or as may be reasonably required by the Company in cases 
  involving service for short periods. Service may be denied or terminated for failure to pay a deposit when requested. 
  Deposits shall not be applied against current delinquent bills. 
  Deposits shall be collected in whole dollar amounts. A deposit shall not be required if the amount is less than 
  fifty dollars ($50). 
  
  The Company may incrementally increase a deposit amount if it determines the amount of the deposit amount 
  currently held is less than two-twelfths (2/12) of the estimated annual Electric Supply & Delivery Service charges. A 
  deposit will not increase if the incremental amount is less than $50.
  Required deposits may be deferred at the Customer's request to the first month's bill or may be paid in 
  installments over three (3) consecutive monthly billing periods. Customers with prior unpaid balance may be required 
  to pay the full deposit prior to establishing new service. 
  
  Simple interest on deposits at an annual rate equal to the average of the percent yields of the 1-year Treasury 
  constant maturities for September, October, and November of the preceding year, shall be applied annually as a credit 
  to the Customer's account and so indicated on the January bill. No interest shall be paid unless the deposit is held 
  longer than ninety (90) days. For deposits paid in installment payments, interest shall begin to accrue from the date of 
  final deposit payment. The deposit shall cease to draw interest on the date it is returned, on the date service is 
  terminated or on the date notice is sent to the Customer's last known address that the deposit is no longer required. 
  Deposits shall be refunded after one (1) year for Residential deposits and after four (4) years for Non-Residential 
  deposits and after satisfactory credit has been established. Satisfactory credit is defined as payment of the last twelve 
  (12) consecutive monthly bills without an unpaid previous balance. For commercial customers, satisfactory credit also 
  means no detrimental credit information recorded against the Customer's account within the last twelve (12) months. 
  Detrimental credit information is defined as adverse credit reports from recognized credit reporting services available 
  to the general business community or from accounting records of the Company
  
  Delmarva Power has waived Mr. *******'s security deposit as a courtesy twice within the past 12-months.  In the even the account falls delinquent again the deposit would be reassessed.
  
  Our records show that as of 4.16.25 a bill of $1114.82 generated & was due on 5.7.25.  On 4.29.25 a payment of $600 was made, bringing the balance to $514.82 owed. On 4.30.25 a payment of $190 was made bringing the balance forward to $324.82. On 5.16.25 A new bill generated stating $660.54 would be due on 6.6.25 (balance forward of $327.01 which includes a late payment charge of $2.19).  On
  5.18.25 A payment of $330 was received.  Upon bringing the balance current, on 5.28.25 DPL waived the deposit as a courtesy.  
  A new bill generated on 6.17.25 showing a credit balance moving forward of -$344.46 (due to the deposit being waived/returned $675 & the payment of $330), with the current charges it brings the balance owed to DPL of $48.68.

• Initial Complaint

  Date:03/27/2025

  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.

  Continue to get no resolution from Delmarva Power regarding their overcharging us for years over disputed electric meter values. DPL continues to bill us for much more energy usage than reality, and stopped issuing credits for our home's solar generation, which they continue to steal. Our goal is to be reimbursed for power stolen, and accurate energy use invoicing going forward.
  FYI - We've installed a generation meter to document actual power produced by our solar array. If one simply looks at usage meter, it is obvious that amounts charged for by Delmarva Power do not reflect reality. Multiple attempts to work within Delmarva Power's complaint process have gotten nowhere. Only them claiming our numbers are wrong when documentation of actual usage and solar array generation are presented to them. Very surprising this situation that apparently impacts many others hasn't been corrected.

• Initial Complaint

  Date:03/03/2025

  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.

  I have contacted Delmara Power two (2) times by phone and also sent two (2) emails with no resolution. I did get an email last week stating someone would contact me--but no contact.
  I have Solar Panels thru Sun Run. I cannot read or understand Delmarva Power bill and the CSRS that I have talked to cannot answer my questions.
  Question #1---How much solar did my panels produce for the period of 12/21/25 to 1/24/25. The answer I get from CSR is they can't tell me---stating they don't know that I would have to call my
  solar company---HOW DID YOU FIGURE MY BILL IF YOU DON'T KNOW HOLD MUCH ELECTRIC MY SOLAR PANELS PRODUCED--THERE IS NO MENTION OF THIS ON THEIR BILLING. I CALLED MY SOLAR COMPANY AND GOT MY SOLAR PRODUCTION FOR THE TIME PERIOD STATED ABOVE. THIS SHOULD BE ON THEIR BILL.
  QUESTION #2--PLEASE ADVISE ME WHERE I CAN GET WRITTEN INSTRUCTIONS OR CAN YOU SEND ME INSTRUCTIONS ON HOW TO READ YOUR BILL. WAS TOLD THERE IS NO WRITTEN INSTRUCTIONS AND THEY CANNOT SEND THEM TO ME.
  QUESTION#3--BILLING STATES AND CSR CONFIRMED THAT I HAD A CURRENT MONTH GENERATION OF 84 kwh. CSR STATES THIS WAS EXCESS KWH THAT WAS PRODUCED THAT WENT BACK TO THE DELMARVA POWER GRID??? IF I HAVE AN EXCESS WHY DID I GET A OUTRAGIOUS BILL OF $746.69,
  I TRULY BELIEVE THAT DELMARVA POWER DOESN'T WANT TO ANSWER MY QUESTIONS BECAUSE I WILL FIND OUT THEY ARE OVERCHARGING ME!!!!!!!!!!!

• Initial Complaint

  Date:02/25/2025

  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.

  I am experiencing an issue with Delmarva Power. To make a long story short, my roofer discovered that an electrical distribution line brace has pulled and separated the facial board from the top of my property located at **** ***** **** ******* *********** ** ****** and is causing water to enter into the home.
  
  On Friday, February 21, 2025, I called Delmarva Power to report the above issue and was advised that this matter was a homeowner's problem. As a result, I contacted an electrician who investigated and advised me to contact Delmarva back because the brace in question is attached to a Delmarva distribution line that is hazardous.
  
  On Saturday, February 22, 2025, I contacted Delmarva again to report the concern. I was informed that they would send a crew out that day. Because I am the landlord trying to resolve a water leak problem stemming from the brace pulling away from the house and seeking understanding regarding who is responsible for the brace/line in question, I requested to be onsite and receive a call upon their arrival. Delmarva advised that they do not call upon arrival so I went up to the property to wait. I made three calls (11:30am, 3:15pm, & 6:15pm) to get the crew's estimated time of arrival. After 9 hours of waiting in my van and no one showing up, I was exhausted and decided to try again on Monday, February 24, 2025, to obtain a resolution to this issue.
  
  Due to my obligation to my mother who has Alzheimer’s, I was unable to call Delmarva until approximately 2:30 pm. I spoke with a Customer Care supervisor by the name of ********. She was not helpful and sent me to voicemail after requesting to escalate the concern. I respectfully request that Delmarva come out to make the work area safe so that no one gets electrocuted and I can resolve this roof/water leak problem for my tenant. I have enclosed photos of the brace and line in question.
  
  I look forward to your reply and assistance with obtaining a resolution to this matter.

  

  Business Response

  Date: 02/27/2025

  Dear ******* ********, 
  
  Thank you for contacting Delmarva Power. We attempted to reach you 2/27/2025 and left a voicemail mail message. 
  
  Based on the investigation, the bracket is not the responsibility of Delmarva Power.
  
  If you are requesting a temporary disconnect of the Service Wire (Pole to House), you may complete the attached form in its entirety and email it to our Engineering team at [email protected]. They may also be contacted via phone at (302) 454-4343.
  
  You can report an electric outage online, including on your smart phone or tablet. If you prefer, call us 24/7 at 1-800-898-8042

• Initial Complaint

  Date:02/21/2025

  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.

  During the wilmington gas line updates, the gas line to our home was originally planned to connect at a designated location, but unforeseen issues prevented execution. Contractors then informed us that the gas line would be rerouted along the driveway. However, without our knowledge or consent, they instead ran it through the front yard, leading to excavation in our enclosed front yard.
  
  On 11/15/2024, during excavation with a backhoe, an underground oil tank was discovered, previously unknown to all parties. Instead of stopping work upon discover, contractors attempted to drill alongside and slightly under the tank using a torpedo drill, potentially disturbing it. Shortly after, we noticed an oil smell and immediately reported the issue to Delmarva.
  
  Despite this, on 11/18/2024, before a Delmarva representative could assess the situation, the contractor resumed work and intentionally punctured a large hole in the tank. Photos taken on 11/15/2024 clearly show the uncovered tank intact while the torpedo drill and pipe were positioned next to it, disproving the contractor’s claim that the drill caused the puncture.
  
  Later that day, Delmarva Representative ******* ****** arrived and facilitated a speakerphone conversation with Jonathan from Delmarva’s Environmental Compliance team. During this call, it became evident that the contractor had falsely claimed the tank was punctured by the torpedo drill—an assertion contradicted by photographic evidence.
  
  As a result of the puncture, the tank is now structurally compromised and at risk of collapse. Additionally, there is a serious environmental hazard: water can seep into the tank, mix with residual oil, and contaminate the surrounding soil, requiring costly remediation.
  
  We have made multiple attempts to contact Delmarva regarding this claim through phone calls, emails, and office visits, yet we have been actively ignored and given no response. We are demanding immediate acknowledgment and resolution of this issue.

  

  Business Response

  Date: 02/26/2025

  We spoke with the customer on February 26, 2025, and he confirmed that he is in contact with his assigned agent and has no questions at this time. 

• Initial Complaint

  Date:02/05/2025

  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.

  Contacted delmarva power to resolve a added penalty of 410.00, which was added to the bill in addition to the payment due. The 410.00 was billed as a penalty. Customer service was unable to provide a term and condition disclosure, regarding this policy.

  

  Business Response

  Date: 02/06/2025

  The account balance is $1,718.94 and service is not currently in jeopardy of interruption. 
  
  The account has defaulted on 5 installment plans in the past twelve months. The account does currently qualify for an installment plan as long as a payment of $430 is made by 2.24.25 we are willing to create a 12 month installment plan. 
  
  Between the time period of May 2024 - January 2025 there were 5 final notices generating causing a deposit to generate in the amount of $415. We are willing to waive the deposit as a one-time courtesy if $1303.94 is made by 2.24.25 (bringing the account current minus the deposit). If the customer is not able to pay the $1303.94 we are willing to split the deposit over a 6 month period.
  
  
  We encourage our customers who are facing significant financial challenges to contact various energy assistance agencies for help with their utility bill. We recommend visiting www.delmarva.com/my-account/customer-support/assistance-programs-md/bill-payment-assistance to access energy assistance resources.
  
  Notes have been placed on the account for reference. Our customer care representatives are available to support should customers need further assistance or have questions about their bill. Customers can connect with us by 1-800-375-7117 or by visiting us online at www.delmarva.com.

• Initial Complaint

  Date:12/23/2024

  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.

  Subject: Formal Complaint Against Delmarva Power for Billing Discrepancies and Misleading Promises
  
  To Whom It May Concern,
  
  I am writing to formally lodge a complaint against Delmarva Power for unfair billing practices, misrepresentation, and failure to uphold its commitments.
  
  1. Overcharging on Electric Bills: I have noticed consistent overcharges on my electric bill that are unaccounted for and remain unexplained despite my repeated inquiries.
  
  
  2. Unfulfilled Credit Promises: Delmarva Power promised me a $300 credit to my account, yet only applied a credit of $170. This discrepancy has not been addressed or resolved despite follow-ups.
  
  
  3. Misleading Account Status and Charges: I was informed by Delmarva Power representatives that my account would be frozen. However, I continue to be actively charged during this supposed freeze. When I raised concerns, I was told the charges were "for the record" and would be corrected in time. This explanation is not only unclear but also contradictory and raises serious concerns about transparency and honesty.
  
  
  
  These issues have caused me significant frustration and financial distress. As a customer, I expect accurate billing, clear communication, and adherence to promises made by the company.
  
  I respectfully request that the BBB investigates these matters and facilitates a resolution. Specifically, I am seeking:
  
  A full audit of my account to identify and correct any billing errors.
  
  Immediate application of the full $300 credit as originally promised.
  
  Written clarification regarding the status of my account and any charges applied during the alleged freeze period.
  
  
  Thank you for your time and attention to this matter. I trust that with your assistance, Delmarva Power will take the necessary steps to rectify these issues.

  

  Business Response

  Date: 01/02/2025

  We spoke with Mr. ******* ***** on December 31, 2024, and there were no discrepancies regarding his monthly charges. However, he inquired about a $300 amount. The customer mentioned attending a free energy assistance event on October 24th, where he states he was promised $300.

  We are currently investigating his concern and will follow up with him. He has my direct phoner number in case he has any further questions.
  
  For context, the event aimed to assist customers in enrolling in assistance programs and learning ways to save energy and reduce costs.

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.They did reach out. They did say they will be looking into it for a resolution but they said they would get back to me within 3 days and it's been A week I am willing to give them more time, but I do not wish for the situation to be swept under the rug or dragged out.
  
  
  
  Regards,
  Complaint ID: 22725489
   
  
  
  
   

  

  Business Response

  Date: 01/09/2025

  We spoke with Mr. ******* ***** on December 31, 2024. We are currently investigating his concern and will follow up with him with an update. A hold has been placed on his account until 1/24/2024.

• Initial Complaint

  Date:12/23/2024

  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.

  Delmarva is refusing to send my refund check of over $400 for almost 6months now.. They keep saying they sent check but I have not received and post office confirmed not received.. They are getting auto paid every month from me but refusing to send back what they owe me

  

  Business Response

  Date: 12/26/2024

  We tried to speak with ***** ****** on 12.26.24 but we had to leave a voicemail, in the voicemail we did advise we were calling from Delmarva Power about a complaint made to BBB about a refund on the account, in the voicemail we did advise of our call center's phone number, hours of operation & advised that any call center agent will be able to assist with the account in question,
  
  The customer states has been waiting for their refund for almost 6 months: after reviewing it does look like there were 3 refund checks that were sent between September & October (see below) & all were cashed:  
  
  $256.35 released 09/23/24 ck#102601 and it was cashed on 9.27.24
  $220.00 released 10/08/24 ck#120426 was cashed on 10.15.24
  $15.83 released 09/27/24 ck#102785 and it was cashed on 10.15.24
  checks totaled: $492.18
  
  The remaining credit on the account is all part of the budget billing plan (Started October 2024 end date of September 2025), we cannot refund the amount until end of the budget billing plan unless ***** ****** wants to be removed from the program. 
  
  There are no other credits eligible for refund at this time unless the customer wants the budget to be removed and settled, then the customer will be paying current charges from now on. If the customer wants to be removed from the budget billing and receive the refund a request will need to be sent to our credit department, again at this time there are NO additional credits unless the customer wants their budget to be removed and settled.

  We have attached the most recent bill along with proof of cashed checks.
  
  We encourage our customers who are facing significant financial challenges to contact various energy assistance agencies for help with their utility bill. We recommend visiting www.delmarva.com/my-account/customer-support/assistance-programs-md/bill-payment-assistance to access energy assistance resources.
  
  Notes have been placed on the account for reference. Our customer care representatives are available to support should customers need further assistance or have questions about their bill. Customers can connect with us by 1-800-375-7117 or by visiting us online at www.delmarva.com.

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  Thank You. There is still $99 credit that has not been refunded yet. However, Delmarva-******* advised that she will request the check to be sent 1/7 and pull the call from the last representative to see why it was not requested by representative when request was made. 

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22723821

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 01/10/2025

  We advised Ms. ****** that the remaining refund of $99 would not be issued/released until end of day on January 7th, The refund was issued on the 8th of January. We advised Ms. ****** due to when the payment was made it must wait the certain amount of days for the payment to clear and to make sure the payment is not returned NSF. we also advised that we cannot expedite refunds due to the posting time period. We advised Ms. ****** when we spoke to her on the 26th that no matter when the refund request was made to our credit department it would have needed to wait the certain amount of time (due to the holidays in December there was a tad delay for the payment that was made on 12.17.24, and the refund was issued end of day on the 7th).

• Initial Complaint

  Date:12/17/2024

  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.

  I have been a customer of atlantic city electric since 2021. In the beginning of the year they switched me to "smart energy " and jow my bill is double sometimes triple what it has been the last 3 yrs. My in the summer went from $300-$400 a month to $600-$700. My winter averaged $200 and now I just received a bill for almost $500! They are threatening to turn off my services. I have been paying every other week to try and get it down but I can't put a dent in it with these rates. This should be illegal to do to people.