Complaints
This profile includes complaints for Delmarva Power's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 178 total complaints in the last 3 years.
- 71 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/10/2024
Type: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.
While trying to make payment on my account I was informed that a debit card can no longer be used for payments on the account for small commercial accounts. This policy change is absurd. I am issued a bill with no method to pay. I am told I need to use a credit card or bank account only. Why does a credit card need to be used? A debit card works fine everywhere else in the world but I can't use it to pay my bill like I have for the past three years.
This policy change just adds another roadblock to having my bill paid. As a business owner I would never create limitations on how payment is accepted by my customers so this makes absolutely no sense.
I am strongly urging Delmarva to change this policy and allow businesses to use a debit card for bill payments.
Business Response
Date: 12/16/2024
Effective September 16th, Atlantic City's Electric Payments payment processing vendor will be changing their fees charged to commercial customers paying
with a credit card and residential
customers paying with a commercial credit card. The fees are not Atlantic City Electric fees, and we do not receive any portion of the
fees, they are strictly owned and managed by the vendorCommercial Customers/Commercial Card Users:
Fees will change from a flat
rate of $5.95 to 2.6%of the payment amount.
The new
maximum
payment amount is $100,000.00.
If a commercial
customer pays $100,000.00 their fee would be $2,600.00.
The fee change will be applicable
to credit transactions made via IVR, Customer Service
Representatives, or on the web.Authenticated ACH payments will remain free.
Commercial/Business
Debit cards are no longer accepted.A banner was placed on
our website to make customers aware of the upcoming changes.Atlantic City Electric offers other free payment options listed below:
Sign into MyAccount via web
or mobile app:
-Autopay program
-Electronic payment (ACH
payment)-Direct debit
-PayPal
-Bill pay options through
your banking institution.Initial Complaint
Date:11/18/2024
Type: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 signed-up for electronic billing with Delmarva Power when I first set-up billing in November of 2023. For some reason, they are incapable of sending any type of notification to me electronically when I have a bill. I have never seen this from any company, nevertheless one that has a whole area set-up for electronic notification on their website. And, guess what, they have no way to change back to just having the bill sent via US mail once you realize that they cannot send you anything electronic. How is this possible in the 21st century? I signed up for email and text notifications. When I complain, they call me and tell me that they plan to fix it sometime in late 2024 or 2025. Every company that I have ever dealt with understands that step 1 is to send a bill (or notification), and then Step 2 is the customer pays it. I have been complaining every 3 months in 2024 or whenever I pay a bill late because I was not notified.Business Response
Date: 11/19/2024
I attempted to reach Mr. ********* a detailed message was left as follows:
Delmarva is currently having an issue with e-bill notifications that is being investigated, we are working towards a resolution, but we have no ETA of resolution at this time.
Initial Complaint
Date:10/31/2024
Type: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 need to know how Delmarva is charging a 220.00 deposit to accounts out of no where at an address that has had service there for years without it being disconnected. I have had electric in my name for over 30 years and have never been disconnected. I called Delmarva and asked about a deposit on my account that said outstanding for 220.00. I didn’t just move to this address I have been here since 2018 and this deposit appears. I called Delmarva 3 times and was supposedly passed to a supervisor named ***** and then a manager named ***l but neither had a direct phone number. ***l stated it was because I received 3 notices in the past year but was never disconnected. I asked her where that policy is presented to customers and she couldn’t give a valid answer. I have never had service disconnected in my life time so I want to know why Delmarva is price gouging and adding charges that are not presented with an explanation to consumer that are already suffering from inflation. Legally they have to present an explanation of charges on a statement and to add a charge out of no where and send a disconnection notice because of it is a very bad practice from a multi billion dollar industryBusiness Response
Date: 11/05/2024
We tried to speak with ******* **** on 11.5.24, when we called ***********1 it went to Salem County Adult Day Care, unable to leave a voicemail. We were located a phone number on the account ***********5, but the voicemail has not been set up.
The account balance is $93.96 and it is due on November 18th 2024.
The account has defaulted on 0 installment plans in the past twelve months.
A deposit generated on 8.28.24 in the amount of $220 due to the 5th final notice that generated in the past 12 month period.
a new deposit or an increase of already held deposit will generate if a customer has 5 final notices in a 12 month period. On all of our final notices it does state the following 'If your service is disconnected, a restoration fee of up to $175.00 will be required in addition to paying your past due charges. 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.'
When Ms **** spoke with our call center on 10.31.24 we offered to waive the deposit as a courtesy if she paid the past due balance of $224.83 in which she did and the deposit was indeed waived as a courtesy (one time courtesy).
Per section III under customer deposit in the Delaware state tariff: 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.
We understand Ms ****'s frustration about receiving a dunning deposit when she as never been disconnected for nonpayment, but as per Delmarva Power's policy a dunning deposit will be automatically generated, or the deposit will be increased for every 5 final notices that generate in a 12-month period (not Calander year). We advise our customer's if their struggling with paying their DPL bill we offer installment plans, along with energy assistance phone numbers,
If a new final notice does end up generating a new final notice can generate and it won't be waived, we would be able to split the deposit on an installment plan up to 6 months' time.Customer Answer
Date: 11/06/2024
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.
**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: 22496877
Initial Complaint
Date:10/31/2024
Type: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.
PURCHASED A RESIDENTIAL LOT IN OCTOBER OF 2021. DELMARVA POWER BILLING ME AT SMALL COMMERCIAL RATE SINCE DAY 1. HAVE CALLED OVER 17 TIMES TO GET RATE CHANGED IN PAST YEAR TO RESIDENTIAL, WHICH WAS FINALLY CHANGED IN NOVEMBER OF 2024. HAVE PAID BILLS SINCE THEN AT THE HIGHER RATE. DELMARVA HAS NOT CREDITED ME BACK FOR PAYING THE HIGHER RATE.
ONGOING SAGA FOR OVER 3 YEARS BECUASE SOMEONE IN THIER DEPARTMENT LABELED THINGS INCORRECTLY. HVA ALL SUPPORTING DOCUMENTS.Business Response
Date: 11/11/2024
I have attempted to reach the customer once on 11/6 and the other on 11/11/24. I left the following voicemail message. I advised the customer on my message that I have submitted the account concerns with the rate to the billing department. I am awaiting their investigation as to the rate concerns. Once the investigation has been completed. I will contact the customer to discuss the account concerns in full.Business Response
Date: 11/11/2024
I have attempted to reach the customer once on 11/6 and the other on 11/11/24. I left the following voicemail message. I advised the customer on my message that I have submitted the account concerns with the rate to the billing department. I am awaiting their investigation as to the rate concerns. Once the investigation has been completed. I will contact the customer to discuss the account concerns in full.Customer Answer
Date: 11/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and am waitiing resolution. Further dicussion may be warranted.
Regards,Complaint ID: 22496786
Customer Answer
Date: 11/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and am waitiing resolution. Further dicussion may be warranted.
Regards,Complaint ID: 22496786
Initial Complaint
Date:10/18/2024
Type: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.
electric is something that we all need. I struggle to pay my electric bill and often pay double bills at large amounts but i pay the bill and have never had my account cut off. I have never used electricity that i didnt pay for. Delmarva in a predatory manner charged me 420.00 not for used electricity but as a deposit because i struggle to pay my bill! They literally financially put you in a much worst position by charging you an additional almost 500.00 because you struggle to pay your bill!!!!! I never thought I would see an electric company treat people this way! Especially in an economy such as this! I want this 420.00 removed from my account and to pay ONLY for the services that I use which again is NOT EASY! Please help me! This is not a credit card or mortgage BUT ELECTRICITY!Business Response
Date: 10/21/2024
Residential Accounts require that 5 Final Notices be issued before
a deposit can/may be assessed or for an existing deposit to be
increased.
The following dates final notices were issued on the account12/8/2023
02/08/2024
05/09/2024
07/10/2024
08/22/2024
Due to the 5th Final notice being added to the account a deposit
in the amount of $420.00 was requested on her September 2024 statement.Per the Delmarva Power Tarriff
SECTION III - CUSTOMER'S 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.Customer Answer
Date: 10/23/2024
Better Business Bureau:
I do not accept this response due to I have already stated that paying my monthly bill is not easy and I am not the only one. I am getting ready to make a large payment today on my account. I know personally most are not finding it easy to pay their electric bill in this economy and make payment after receiving a disconnect. TO FURTHER CAUSE HARM BY CHARGING AN ALMOST 500.00 DEPOSIT IS A MONEY GRAB AND PREDATORY! I OWN MY HOUSE AND HAVE BEEN AT MY COMPANY FOR ALMOST 30 YEARS SO IT IS SAFE TO SAY THAT I AM NOT GOING ANYWHERE! AGAIN I PAY MY BILLS AND HAVE NOT USED ANY ELECTRICITY THAT I HAVENT PAID FOR. THIS IS PREDATORY BECAUSE DELMARVA KNOWS THAT ELECTRICY IS A NECESSISTY TO ABSTAIN AS A HUMAN.
Regards,
Complaint ID: 22441758
Business Response
Date: 10/29/2024
The company's response remains the same. The deposit is valid based on the information below:
Residential Accounts require that 5 Final Notices be issued before a deposit can/may be assessed or for an existing deposit to be increased.
The following dates final notices were issued on the account
12/8/2023
02/08/2024
05/09/2024
07/10/2024
08/22/2024
Due to the 5th Final notice being added to the account a deposit in the amount of $420.00 was requested on her September 2024 statement.
Per the Delmarva Power Tarriff
SECTION III - CUSTOMER'S 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.Initial Complaint
Date:10/01/2024
Type: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.
On 08/23/2024 I called AC Electric and spoke with a representative by the name of ******. I expressed concern about the potential overcharge of my recent bill and was seeking clarification and a further explanation of by bill. ****** advised that she set up an assignment for a physical inspection to be complete for a meter reading to ensure usage & billing accuracy. ****** provided me with a case number (1902179496) for reference and I requested updates from the investigator assigned. Since I had not heard back from anyone at AC, on 10/01/24 I decided to follow up. After waiting on hold for over 30 minutes I spoke with a representative by the name of *******. I advised of my reason for calling and requested follow up of my case as I had not heard from anyone at AC Electric. ******* stated she does not know what a case number is and doesn't see any work order in the notes on my account regarding this request. ******* stated she has been with the company for 14 years and doesn't know what a case number is. ******* placed me on hold to do a remote reading of the meter and the meter reading was confirmed to be correct. The issue here is that I was advised by the first rep (******) of a completely different process than the second rep (*******). When expressing this frustration of the inconsistency ******* asked if the prior representative had an accent and stated that ****** is a contractor for AC Electric. I advised that AC Electric needs to take accountability for their actions AND the actions/services that their 'contractors' are providing. ******* was professional but very dismissive. It was only until the very end of the call when I mentioned I would be filing this complaint that she seemed to change her demeanor and asked additional questions to ensure that all of my questions/concerns were addressed. The last few months AC Electric has significantly overbilled their customers b/c they did not prepare properly to service all their customers and borrowed energyBusiness Response
Date: 10/11/2024
I attempted to contact **** ******* on 10/11/24 at ***** ********, I left the following voicemail advising of the account details in my response. I advised that the customers current balance is $0.00. The SEN (Smart) meter 1ND397007410 was installed on 5/17/24, with the installation of the smart meter the customer can track usage in near real-time to compare how daily usage habits affect consumption.
I have validated the September and October meter readings and consumption billed to the customer in the over the air (OTA) meter reading portal and the customer is billed correctly.
I advised the higher usage correlates when the temperatures are warmer in the summer or cooler in the winter, and more energy is being required. This valuable tool enables customers to analyze when and how much energy they consume and identify their usage pattern, so conservation measures may be implemented. The customer can view this data on the invoice as well as on the MYACCT application.
Atlantic City Electric had a rate increased that was approved by BPU took effect on June 1, 2024. June was the start of a hot, humid month that ended up the second-warmest June in New Jersey history, the higher temperatures have continued through July and into August as well.
**** *******
** ******* *** ****** ** *****
***********
START DATE END DATE USAGE (kWh) COST
6/9/2021 7/9/2021 1682 $334.19
7/10/2021 8/11/2021 2040 $413.31
8/12/2021 9/14/2021 1889 $386.82
9/15/2021 10/11/2021 1374 $281.22
10/12/2021 11/8/2021 761 $504.28
11/9/2021 12/9/2021 1053 $212.27
12/10/2021 1/12/2022 1231 $250.09
1/13/2022 2/5/2022 715 $148.64
2/6/2022 3/8/2022 826 $172.15
3/9/2022 4/10/2022 798 $167.32
4/12/2022 5/12/2022 568 $120.50
5/13/2022 6/13/2022 1204 $248.83
6/14/2022 7/14/2022 1448 $302.87
7/15/2022 8/10/2022 1636 $345.45
8/11/2022 9/13/2022 1822 $388.22
9/14/2022 10/10/2022 720 $150.36
10/11/2022 11/11/2022 570 $119.45
11/12/2022 12/12/2022 620 $129.13
12/13/2022 1/12/2023 825 $169.60
1/13/2023 2/10/2023 558 $116.29
2/11/2023 3/9/2023 530 $110.43
3/10/2023 4/9/2023 560 $118.23
4/11/2023 5/8/2023 549 $117.12
5/9/2023 6/13/2023 892 $190.16
6/14/2023 7/14/2023 1389 $309.46
7/15/2023 8/11/2023 1336 $298.29
8/12/2023 9/14/2023 1605 $360.33
9/15/2023 10/10/2023 388 $88.61
10/11/2023 11/13/2023 501 $115.78
11/14/2023 12/9/2023 535 $122.96
12/10/2023 1/10/2024 910 $211.03
1/11/2024 2/9/2024 639 $150.17
2/10/2024 3/10/2024 546 $130.05
3/12/2024 4/10/2024 477 $113.94
4/11/2024 5/13/2024 755 $176.08
5/14/2024 6/10/2024 1069 $259.87
6/11/2024 7/11/2024 1985 $534.15
7/12/2024 8/12/2024 2003 $538.70
8/13/2024 9/11/2024 1247 $333.34
As a regulated utility we are required to bill customers based on the amount of energy that registers on the meter. Although we try to help customers determine what may be consuming the electric, ACE is not responsible to justify how energy was used only that the means in which it was measured, i.e. the meter, was done so accurately.
ACE suggests the customer take advantage of the Quick Home Energy Check Up to find out to evaluate the efficiency of the home. They can learn more at atlanticcityelectric.com/QuickHome or call 1-855-861-0151.
We encourage our customers who are facing significant financial challenges to contact various energy assistance agencies for help with their utility bill. They are encouraged to contact 211, www.NJPowerOn.org and any of the following energy assistance organizations listed below:
LIHEAP/USF - 1-800-510-3102
PAGE - 732-982-8710
Lifeline - 800-792-9745
NJ Shares - 1-866-657-4273
The account has been noted with the following information and the customer
is encouraged to follow up with ACE customer care with any additional questions or concerns with the account.Customer Answer
Date: 10/15/2024
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.
**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: 22366422
Initial Complaint
Date:09/20/2024
Type: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.
First, Delmarva Power REFUSES TO ANSWER THEIR PHONES and places people on holds that are so long that the person has to hang up, which is their whole ploy! They drown customers in electronic messaging and menus, all unrelated to the call, in an another attempt to not answer their customers' calls. This alone is fraud. I am paying for service that I am NOT receiving. In fact, I'm being overcharged, and this dishonest company (who is continually asking for increases in energy costs to the public) responds by running circles around their customers and providing no answers. I want to know why the BBB has received 165 complaints against this company in the last three years, and nothing is being done about it. I will contact the Public Advocate for that answer. In the meantime, I want Delmarva to start answering their phone calls in a timely fashion (quit with the excuses), and refund me $100 for the month of September 2024, since they overcharged me with their dishonest budget billing. This Company needs to be investigated by a non-partial source to stop the fraud and scams on Delaware's consumers.Business Response
Date: 09/26/2024
I attempted to reach the customer and left a detailed message as follows:
Between the seventh and tenth month of the customers budget billing plan, the plan will be reviewed and adjusted based on their actual usage. This recalculation happens, to try and avoid large variances between the budget billing plan amount and the actual monthly amount billed.
Mrs. *****’s August bill DPL noted: Based upon a recent review of your account, we expect your actual cost to exceed your monthly budget payment. To avoid a large balance at the end of the budget year, we are increasing your budget payment to $203.00.
Currently the account balance is $3.91 with the budget increase.
I advised she can call back into customer service to request the budget to be decreased but she would be expected to pay the balance in full during her settlement month in December.Customer Answer
Date: 09/30/2024
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.
**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 returned Delmarva's phone call last week and requested a that they get back to me. They did not. These Delmarva representatives are very good at double-talking and not providing answers in a "plain English" manner that people can understand. I have contacted my state legislators to request an investigation into their questionable practices. Too many complaints against them, and NOTHING BEING DONE ABOUT IT. It's like the American people no longer have representation, and these companies are getting away with gross abuse and deception.
Regards,
Complaint ID: 22314049
Business Response
Date: 10/08/2024
Delmarva Power response remains the same.
I attempted to reach the customer again on 10/8
Between the seventh and tenth month of the customers budget billing plan, the plan will be reviewed and adjusted based on their actual usage. This recalculation happens, to try and avoid large variances between the budget billing plan amount and the actual monthly amount billed.
Mrs. *****’s August bill DPL noted: Based upon a recent review of your account, we expect your actual cost to exceed your monthly budget payment. To avoid a large balance at the end of the budget year, we are increasing your budget payment to $203.00.
Currently the account balance is $3.91 with the budget increase.This response has also been forwarded to the State Legislative Office, to address the customers complaint filed there as well.
Initial Complaint
Date:09/08/2024
Type: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.
They want to charge me for electricity in an apartment I haven’t stayed at in months. I canceled the electricity in July why am I seeing a bill for August on my account and if so why can the deposit we had to place be used to pay it. Really think they are trying to get extra from me for no reason because I’ve stayed in multiple houses and apartments and never experienced this. I refuse to pay someone else’s electricity after I canceled a month ago. And the lady I spoke to on the phone was so rude basically trying to say she can’t do anything about it even if I did cancel a month ago.Business Response
Date: 09/19/2024
I spoke with the customer, *** ****** on 9/19/24 and advised that the account balance is his responsibility. The customer then stated, "have fun collecting the balance and disconnected the call." Based on my investigation the customer *** ****** has a total account balance of $120.42. The customer did not contact DPLDE prior to 8/12/24 to request the move out of the property to final bill his account.
The customer contacted DPLDE customer care to advise he wanted to termination of his service of his property located at 3* *********** ***** *** ******* ** ***** on 8/13/24 requesting a move out on 8/15/24. The customer's complaint is that he was not at the property for months and he should not be billed for the service there. DPLDE would not be aware of living habit changes by the customer. The utility company needs to be notified by the customer when requesting to terminate their service and move out of the property forcing a final billing of the account. The customer is responsible for all financial charges on his account through the final billing date of 8/15/24. The customer's account has been notes with these details and the customer can contact DPLDE customer care to discuss the account additionally and make his final payment on the account.Customer Answer
Date: 09/25/2024
Better Business Bureau:They are lying so they can continue to charge me however the mistake was on their end as I cancelled service right after I payed the last extra month. Which I can admit I did pay an extra month in July because I forgot to cancel but again once I cancelled they tried to send me another bill rather than my initial deposit back. And you’re very right I did say have fun collecting because I’m not gonna pay 2 extra months because yall system not processing correctly or whatever the excuse is. Will not be paying that 120$ have fun collecting ??.Regards,
Complaint ID: 22257900
Business Response
Date: 10/08/2024
*** ****** has a total account balance of $120.42 as of 10/8/24. The customer did not contact DPLDE prior to 8/12/24 to request the move out of the property to final bill his account. The customer contacted DPLDE customer care to advise he wanted to termination of his service of his property located at 39 *********** ***** *** ******* ** ***** on 8/13/24 requesting a move out on 8/15/24. The customer required a total of 524 kWh of consumption from 7/30/24-8/15/24 and was invoiced for $92.99. The customer has a previous balance of $27.51 which made the total balance due $120.50 As a regulated utility we are required to bill customers based on the amount of energy that registers on the meter. Although we try to help customers determine what may be consuming the electric, Delmarva's is not responsible to justify how energy was used only that the means in which it was measured, i.e. the meter, was done so accurately. Regrettably we are unable to provide the resolution the customer is seeking. Our position remains the same as previously advised. The customer can contact DPLDE customer care to make his payment and discuss any additional account concerns.Initial Complaint
Date:08/31/2024
Type: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.
Atlantic City Electric installed a new meter and started reading it in January. Everything was fine until my August bill came. They switched to a different way to read the meters which I cannot see on the meter to make sure the readings are correct.
Example: On the July bill it lists current reading (998373) and previous reading (998762). I can see those numbers on my meter. The August bill has the same NXA # but the readings are different. It now has a Use and Excess Gen line for both current and previous readings. It shows current use (008620) and current excess gen (070138), then the previous use (007301) and previous excess (008955). I can't see this anywhere on the meter display screen so I have no way to see if the readings are correct as my meter still shows the readings the same way they've always appeared. On August 15 when I got the bill online my meter read 998392, which may or may not match they're readings but as of today, 08/31/2024 I still don't know.
I called on August 15 and Debbie said someone would get back to me in 3-5 business days. After they failed to follow up I called again on August 22. Still could not get an answer. This time I spoke with Tanya and she just said I'm reading my meter wrong and they can't send someone out because "meters are read remotely". Still no follow up at all
I just want someone to either fix or replace my meter so it shows the numbers they use. I have always been able to look at my meter and compare it to their readings but that has now changed. I'm not sure if it's intentional or if they need to adjust the display settings on the meter so the customer can cross check their readings or if the meter is defective and I can't seem to get an answer.Business Response
Date: 09/17/2024
Hello Mr. ********,
I am following up on you BBB complaint filed.
Your invoices show a more detailed breakdown for your meter.The Use (kWh) tier will show what Atlantic City
Electric has delivered to your location.
The Excess Generation (kWh) tier will show what
Atlantic City Electric has received back to the grid from your location.
The Use (kWh) and Excess Generation (kWh) readings are the
historical usage and excess generation which are registered internally by your
meter and both tiers are cumulative over time.
By subtracting your Use (kWh) reading on your
invoice from the Excess Generation (kWh) reading, you will
receive the net of the delivered and received channels. If this number is
positive, this is the reading you would have seen at midnight of your read
date.
11-Sep 13-Aug Difference
Use (kWh) 9538 8620 918
Excess Gen (kWh) 11804 10138 1666
There could be times when you subtract your Use (kWh) reading on your invoice from your Excess Generation (kWh) reading
and this number is a negative. When this happens, your reading has moved
backwards from the initial zero reading. To determine your reading, you would
need to add the negative net reading to one million.
I have taken the readings from your September bill and have
provided a more detailed view below:
11-Sep 13-Aug
Use (kWh) 9538 8620
Excess Gen (kWh) 11804 10138
Net -2266 -1518
Backward Rotation From 0 1,000,000 1,000,000
Reading Displayed On The Meter 997,734 998,482
If you have any additional questions, please let me know.I also spoke to
GPC Billing, your bill has been adjusted and will show on line within in the
next 24 hours.It will say 389 on the bill but the
total of 416 is correct.
389 +27 = 416Customer Answer
Date: 09/26/2024
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.
**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.Doing a bunch of math can eventually convert the numbers I see on the meter to the numbers they electric company uses. Why should the customer have to do a bunch of math every month to find the electric companies mistakes? After doing the calculations I found they overcharged me $6.77 on my August bill. How did they correct this? They adjusted my July bill so I would only get $0.67 of the $6.77 they overcharged. I was in communication with ***** from ACE until this happened. I haven't heard back since bringing it to their attention on 09/19/24. If it's not corrected soon my next step will be a formal complaint with the BPU. I was going to wait a few more days to reply to this complaint but I only get 5 days to reply
Regards,
Complaint ID: 22223192
Business Response
Date: 10/09/2024
The account has been reviewed by our GPC Billing supervisor.
Your Original
July bill, you were not billed for any kWh due to your account had an excess
generation. You were paid out based on 3,642 kWh of excess generation at
$0.024984 per kWh at LMP per the tariff.
On your revised July bill the 27 kwh of excess generation
was added and you were also not billed for any kWh due to your account had an excess generation. You were paid
out based on 3,669 kWh of excess generation at $0.024984 per kWh at LMP per the tariff..
The account is billed correct, and no further adjustments are
warranted.Initial Complaint
Date:08/30/2024
Type: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.
The company installed so-called smart meters on the property on May 14th .Ever since then the company claims my usage is higher than ever, and they jacked up the price of the electric. Lots of people in NJ are having issues, but the company refuses to inspect the meters for defects. They claim they can check virtually and that it is working properly. My family has cut down on using the AC unit this year, so there is no way we are using more of the same or even more electric. I have issues in the past with my electric bill randomly being very high and then having the meter reading "corrected". When I tried to voice my issues to the company, the employee hung up on me the first time to make me wait on hold again and was extremely rude.Business Response
Date: 09/19/2024
I attempted to contact ****** ******** on 9/19/24 at (**** *******4, I left the following voicemail advising of the account details in my response. The customer is currently enrolled on budget billing from 4/2024-3/2025 for a monthly installment amount of $156.00, the customers total electrical charges have been $1167.93, and the budget installments billed is $780.00 giving the customer a current budget difference of $387.93. The SEN meter 1ND397292717 was installed on 5/14/24, with the installation of the smart meter the customer can track usage in near real-time to compare how daily usage habits affect consumption.
I have validated the July and August meter readings and consumption billed to the customer in the over the air (OTA) meter reading portal and the customer is billed correctly.
I advised the higher usage correlates when the temperatures are warmer in the summer or cooler in the winter, and more energy is being required. This valuable tool enables customers to analyze when and how much energy they consume and identify their usage pattern, so conservation measures may be implemented. The customer can view this data on the invoice as well as on the MYACCT application.
Atlantic City Electric base rate increased approved by BPU took effect on June 1, 2024. June was the start of a hot, humid month that ended up the second-warmest June in New Jersey history, the higher temperatures have continued through July and into August as well.
****** ********
*** ******* *** *********** ** *****
50014357011
START DATEEND DATEUSAGE COSTNOTES
8/28/20219/28/2021490$100.63
9/29/202110/26/2021428$89.13
10/27/202111/24/2021588$120.79
11/25/202112/28/2021690$141.71
12/29/20211/27/2022591$124.71
1/28/20222/24/2022722$150.64
2/25/20223/24/2022627$131.91
3/26/20224/26/2022659$138.97
4/27/20225/25/2022656$137.78
5/26/20226/28/2022875$178.34
6/29/20227/27/2022872$178.83
7/28/20228/29/2022981$201.09
8/30/20229/27/20221670$363.11
9/28/202210/25/2022428$90.66 * This data was estimated
10/26/202211/28/2022643$134.32
11/29/202212/28/2022291$63.82
12/29/20221/27/2023290$63.54
1/28/20232/24/2023271$59.39
2/25/20233/27/2023651$135.38
3/29/20234/24/2023635$133.95
4/25/20235/25/2023730$154.52
5/26/20236/27/2023833$179.70
6/28/20237/27/20231053$232.29
7/28/20238/29/2023821$177.82
8/30/20239/25/2023705$155.19
9/26/202310/26/2023809$181.58
10/27/202311/28/2023681$154.63
11/29/202312/22/2023549$128.02
12/23/20231/26/2024579$137.56
1/27/20242/26/2024675$158.95
2/27/20243/20/2024427$101.65
3/22/20244/24/2024662$155.90
4/25/20245/28/2024765$178.55
5/29/20246/24/2024955$248.84
6/25/20247/25/20241105$292.22
As a regulated utility we are required to bill customers based on the amount of energy that registers on the meter. Although we try to help customers determine what may be consuming the electric, ACE is not responsible to justify how energy was used only that the means in which it was measured, i.e. the meter, was done so accurately.
ACE suggests the customer take advantage of the Quick Home Energy Check Up to find out to evaluate the efficiency of the home. They can learn more at atlanticcityelectric.com/QuickHome or call 1-855-861-0151.
We encourage our customers who are facing significant financial challenges to contact various energy assistance agencies for help with their utility bill. They are encouraged to contact 211, www.NJPowerOn.org and any of the following energy assistance organizations listed below:
LIHEAP/USF - 1-800-510-3102
PAGE - 732-982-8710
Lifeline - 800-792-9745
NJ Shares - 1-866-657-4273
The account has been noted with the following information and the customer is encouraged to follow up with ACE customer care with any additional questions or concerns with the account.Customer Answer
Date: 09/24/2024
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.
**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.
My correct phone number ***** ******** is clearly listed on the complaint and my account. Please actually read the complaint and use the proper phone number. Poor costumer service is a big issue with this company.
Regards,
Complaint ID: 22222051
Business Response
Date: 10/04/2024
I attempted to contact ****** ******** ** ****** ** *************, I left the following voicemail advising of the account details in my response. The customer is currently enrolled on budget billing from 4/2024-3/2025 for a monthly installment amount of $156.00, the customers total electrical charges have been $1386.86, and the budget installments billed is $936.00 giving the customer a current budget difference of $450.86. The customer has a current account balance of $265.11.
The SEN meter 1ND397292717 was installed on 5/14/24, with the installation of the smart meter the customer can track usage in near real-time to compare how daily usage habits affect consumption. The customer began to see a slightly higher consumption beginning on October 2023 prior to the SEN meter being installed at the property. I have communicated with the smart meter over the air (OTA) and have confirmed the meter readings for AUG and SEPT the customer is billed correctly. If the customer would like to have his meter exchanged and tested, he can contact ACE customer care directly at 800-642-3780.
I advised the higher usage correlates when the temperatures are warmer in the summer or cooler in the winter, and more energy is being required. This valuable tool enables customers to analyze when and how much energy they consume and identify their usage pattern, so conservation measures may be implemented. The customer can view this data on the invoice as well as on the MYACCT application.
Atlantic City Electric base rate increased approved by BPU took effect on June 1, 2024. June was the start of a hot, humid month that ended up the second-warmest June in New Jersey history, the higher temperatures have continued through July and into August as well.
J***** ********
*** ******* *** *********** ** *****
50014357011
START DATE END DATE USAGE COST NOTES
8/28/2021 9/28/2021 490 $100.63
9/29/2021 10/26/2021 428 $89.13
10/27/2021 11/24/2021 588 $120.79
11/25/2021 12/28/2021 690 $141.71
12/29/2021 1/27/2022 591 $124.71
1/28/2022 2/24/2022 722 $150.64
2/25/2022 3/24/2022 627 $131.91
3/26/2022 4/26/2022 659 $138.97
4/27/2022 5/25/2022 656 $137.78
5/26/2022 6/28/2022 875 $178.34
6/29/2022 7/27/2022 872 $178.83
7/28/2022 8/29/2022 981 $201.09
8/30/2022 9/27/2022 1670 $363.11
9/28/2022 10/25/2022 428 $90.66 * This data was estimated
10/26/2022 11/28/2022 643 $134.32
11/29/2022 12/28/2022 291 $63.82
12/29/2022 1/27/2023 290 $63.54
1/28/2023 2/24/2023 271 $59.39
2/25/2023 3/27/2023 651 $135.38
3/29/2023 4/24/2023 635 $133.95
4/25/2023 5/25/2023 730 $154.52
5/26/2023 6/27/2023 833 $179.70
6/28/2023 7/27/2023 1053 $232.29
7/28/2023 8/29/2023 821 $177.82
8/30/2023 9/25/2023 705 $155.19
9/26/2023 10/26/2023 809 $181.58
10/27/2023 11/28/2023 681 $154.63
11/29/2023 12/22/2023 549 $128.02
12/23/2023 1/26/2024 579 $137.56
1/27/2024 2/26/2024 675 $158.95
2/27/2024 3/20/2024 427 $101.65
3/22/2024 4/24/2024 662 $155.90
4/25/2024 5/28/2024 765 $178.55
5/29/2024 6/24/2024 955 $248.84
6/25/2024 7/25/2024 1105 $292.22
7/26/2024 8/26/2024 1107 $292.42
8/27/2024 9/24/2024 822 $218.93
As a regulated utility we are required to bill customers based on the amount of energy that registers on the meter. Although we try to help customers determine what may be consuming the electric, ACE is not responsible to justify how energy was used only that the means in which it was measured, i.e. the meter, was done so accurately.
ACE suggests the customer take advantage of the Quick Home Energy Check Up to find out to evaluate the efficiency of the home. They can learn more at atlanticcityelectric.com/QuickHome or call 1-855-861-0151.
We encourage our customers who are facing significant financial challenges to contact various energy assistance agencies for help with their utility bill. They are encouraged to contact 211, www.NJPowerOn.org and any of the following energy assistance organizations listed below:
LIHEAP/USF - 1-800-510-3102
PAGE - 732-982-8710
Lifeline - 800-792-9745
NJ Shares - 1-866-657-4273
The account has been noted with the following information and the customer is encouraged to follow up with ACE customer care with any additional questions or concerns with the account.
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