Complaints

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

close

Find a Location

Delmarva Power has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Delmarva Power

  401 Eagle Run Rd Newark, DE 19702-1602

  
• 

  Delmarva Power

  5 Collins Dr # 84CP22 Penns Grove, NJ 08069-3600

• 

  Delmarva Power

  800 N King St Wilmington, DE 19801-3550

  
• 

  Delmarva Power

  PO Box 6022 Newark, DE 19714-6022

  
• 

  Delmarva Power

  2530 N Salisbury Blvd Salisbury, MD 21802

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:08/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since moving into my 600 sq foot apartment in November of 2022, my electric bill has been consistently $100-$200 per month. My stove, washer, dryer, and heat are gas and I live alone. I did not turn on the air conditioning until June, so I had a hard time believing my electric bill could be $100/month during the winter.
  On June 2, 2023 I called customer service. They had me check my meter number and found that the meter number listed on my account was different than the meter number for my apartment. I was told an investigation was underway, however, I have still been receiving bills every month and the investigation has not been closed.
  Since then, I have called back numerous times as listed:
  7/3/2023: I spoke with customer service regarding my bill (Reference number 2288579202) and was told my electric will not be turned off if I don't pay and that my account is on hold
  8/1/2023: I received another bill, was told the account was never on hold, the investigation was still underway and was advised to pay the bill or I could lose service/be sent to collections
  8/10/2023: I was told the account is still on hold and I should receive a call back from the investigations department
  8/24/2023: I spoke to a customer service supervisor who patronized me and stated "How would we have started service if you had the wrong meter?" I calmly explained that the electric was already on when I moved in. The supervisor stated the investigation was only opened in August and there was no way to expedite the order. She then hung up on me when I tried to explain the dates I reported and reference numbers I had
  8/30/2023 I received another bill. I was told there is no way to submit a written complaint and that the investigation is still open. I have still not received a call back from the investigations department and have not received consistent information. I simply want to verify the meter, my bill adjusted, and reimbursement for the extra monies I have paid.

  

  Business Response

  Date: 09/11/2023

  I have attempted to contact Ms. ***** ******** on 9/7/23 regarding the high bills and meter mix-up and left a message on 9/7/23.
  The account currently has a $0.00 balance.
  Ms. ******** service with ACE started on 11/30/22 at **** ******** ********** ** *********** ** ******
  The customer would have no knowledge of the historical summer usage at the property.
  The summer months usage for Ms. ** ****** compared to prior tenant is similar, however; Ms. ******** bills are slightly less.
  The SEN meter number 1ND399206546 was exchanged on 5/16/23 and the removed meter number NXA149265982.
  CCI the contractor exchanging the meter takes a picture of the removed meter in the meter socket prior to exchanging the meter.
  We listen to the two the calls on 6/2/23 Ms. ** ****** advised ACE Customer Care she believes that she is paying too much for her bill.
  Ms. ** ****** advised the meter are labeled units 1 through 6, however there are two unit 4’s one unit 4 and the other unit 4D.
  ACE has unit listed in our system as 1 through 6, we do not have a unit 4 and 4D.
  We have requested the picture from the meters exchanged to confirm.                                                                                                                                                                                                       It is possible the address could be listed on the customer lease is not how the landlord and/or ACE have the units listed.                                                                                                                     We will follow up with Ms. ******** to ask for a copy of her lease and/or the landlord's contact information to confirm meter and unit numbers.

  Thank you for allowing the opportunity to respond.

  Customer Answer

  Date: 09/16/2023

  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.On September 6, at about 0900 am, a representative from ACE came to look at the meters and verify which apartment they were hooked up to. I was informed by the representative after testing the electricity that the meter powering my apartment is not the one associated to my account number. The meter number 1ND399206546 which was referenced by ACE as being the one on my account does not power my apartment as per the representative. The meter powering my apartment is 1ND399206547. I have not heard back from ACE in reference to this mistake. It appears to me the account invoice numbers must be reversed. 
  
  
  
  Regards,
  Complaint ID: 20543606
   
  
  
  
   

  

  Business Response

  Date: 12/01/2023

  We attempted to contact Ms.
  ******** several times on 12/1/23 and left voicemails.
  On 9/18/23 we attempted to follow
  up with Ms. ******** regarding the high bill/possible meter mix and a detailed voicemail.
  Our direct contact number was included in the voicemail for any additional
  question and/or concerns.
  ACE has no record of Ms. ********
  returning our call and/or contacting ACE Customer Care to discuss this matter
  further after 9/18/23.
  CCI the contractor exchanging the
  meters for ACE, installed the SEN meter on 5/16/23.
  Ms. ******** contacted ACE
  several times after the meter exchange beginning on 6/2/23 to question the
  increase bills after the meter was exchanged.
  ACE visit the property on 9/6/23
  had Ms. ******** turn off everything an confirmed the meters were mixed up,
  meter number 1ND399206547 is the meter at the service address 3300 ATLANTIC
  BRIGANTINE #4 / BRIGANTINE, NJ 08203.
  The necessary adjustments were
  completed on 9/14/23 for the period of 5/16/23 forward. We issued and sent revised
  bills to the customer. As of 9/14/23 a credit balance of $325.11- remained on
  the account.
  The SEN meter installed improves energy usage reading and billing
  operations, and nearly eliminating the need for estimated billing. The
  meter readings are recorded daily in the system.
  When ACE discovered the meters
  had been mixed up, we rebilled the customer based on the actual meter readings
  recorded in the system under meter number 1ND399206547 and invoiced the
  customer for their actual consumption.
  We have continued to bill Ms.
  ******** with the meter readings recorded under meter number 1ND399206547, the meter
  confirmed as her meter when ACE visited the property on 9/6/23, for the September
  2023, October 2023, and November 2023 bills.
  The November 2023 billed reported
  an actual meter reading of 2165 on 11/22/23 and a credit balance of $94.49-
  remains on the account.
  We confirmed on 12/1/23 the actual
  meter reading of 2202, in line with the meter reading on the November 2023 bill
  and the previous meter readings invoiced from 5/16/23 forward.   
  Thank you for allowing the opportunity to
  respond.
  

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have already filed a complaint & I'm back again. AC electric swore they were going to not estimate my bills. I am so tired of this again with the estimated bills. ZERO REASON for this. Even after their reply to my last complaint. They lie & say there is a dog... there is no dog hanging outside all day long ever. Gate/fence is purely 1000% accessible. These surprise lump sum back bills arr ridiculous & getting old. This is unacceptable & beying frustrating that they cant find real workers to get off their behind & take a real reading. I want a credit to my bill at this point for having to fix someone else's laziness. How many other customers do they continue to do this to? Because wr are not the only one. They need to fix this asap. I dont ever want to see another estimate bill.

  

  Business Response

  Date: 08/28/2023

  I have attempted to contact
  Ms. ****** ******** regarding the estimated meter reading and left a voicemail
  on 8/28/23.
  The total balance on the
  account is currently $356.59.
  Ms. ******** is questioning
  the estimated meter reading on the July 2023 bill.
  The July meter reading 2811 on
  7/15/23 28 was reported estimated reason as Dog.
  ACE was able to record an
  actual meter reading 3910 on 8/16/23, the actual reading was in line with the estimated
  meter reading in July.
  The August 2023 billed 1099 kWh
  used at $242.19.
  We have scheduled to have the
  meter exchanged on 9/1/23 to the SEN meter.
  Ms. ******** has been advised
  the SEN meter will be installed, however; we have not gone live with reading
  the meters remotely.
  The SEN meter has a digital
  display, this will make it easier for customers to read their meters.
  We expect to have all smart
  meters installed and go live by the fall of 2024.
  Our Smart Energy Network will
  upgrade all existing traditional electric meters with smart meters that can
  securely communicate with our central operations facility, providing more
  detailed information about energy service.
  We are also upgrading the
  local energy grid to create smart energy infrastructure that can automatically
  respond and alert us to potential issues.
  We expect to have all smart
  meters installed by the fall of 2024.
  This initiative will enhance
  reliability, provide for better customer service, and further advance a clean
  energy future for New Jersey.
  We encourage Ms. ******** to
  contact ACE Customer Care Department with any additional question and/or concerns.
  
  Thank you for allowing me the
  opportunity to respond.

  Customer Answer

  Date: 09/07/2023

  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.Hello, I received the phone call almost at 9pm from AC Electric. I called back the next morning & left a message, requesting a call back as I had some questions. And asked if we needed to be home for a new meter install on 9/1. As of today, still NO new meter was installed. Nor a returned phone call from the woman who called me.Additionally, I had also stated in my voicemail to them that the information is inaccurate for what they keep stating is a "dog". There is NO dog outside during the day/week anytime anyone has come to read the meters. We work all day long & our dog is an elderly 13 year old dog. Zero attempts have been made to actually enter our backyard gate for meter reads each time we are given estimate read bills. I just need to make this known that the dog or gate excuse has been long exhausted for over the past year repeated issues. I never ever had issues until this past year & it is truly frustrating. Especially when repeated false information is provided, making us look like we are at fault. 
  
  
  
  Regards,
  Complaint ID: 20487632
   
  
  
  
   

  

  Business Response

  Date: 10/04/2023

  We have attempted to contact Ms.
  ******** on 10/4/23 and will follow up on 10/5/23.
  The total balance on the account
  is currently $405.04.
  Ms. ******** questioning the estimated
  meter reading on the July 2023 bill.
  The July meter reading 2811 on
  7/15/23 28 was reported estimated reason as Dog.
  ACE was able to record an actual
  meter reading 3910 on 8/16/23, the actual reading was in line with the
  estimated meter reading in July.
  The August 2023 billed 1099 kWh
  used at $242.19.
  ACE has no record of current meter
  reading being estimated.
  The September 2023 bill recorded
  an actual meter reading 4818 on 9/18/23, billing 904 kWh used, for a total cost
  of $198.45. This reading is in line with the re-read meter reading 3910 on 8/16/23.
  ACE has confirmed on 9/1/23 the meter
  at the property is currently an SEN meter, installed in November 2022.
  Ms. ********’s account has been forwarded
  to our subject matter experts in ACE Billing Department for review.
  We will follow up with Ms. ********
  once ACE Billing Department investigation has been completed.

  Thank you for the opportunity to respond.

• Initial Complaint

  Date:07/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved into new residence in April 2022. Called to have electric put in my name and was told I had to pay $1,300 for a deposit because I’d never had a utility in my name. Didn’t have the money at the time so I called back the following week and suddenly the deposit was $700. Agreed to pay it in installments. In the meantime they failed to send me a bill for usage. I made multiple attempts to resolve the issue because they were sending me letters stating that I wasn’t paying my bill. Each time was given a new excuse as to why I wasn’t being billed. Finally sent me a bill for $2,952.76 for 11 months of service. When I called to dispute the bill I was told I still owed $148 for the deposit, even though I paid the $700 in full, even received a letter in the mail after I made my last payment in November. They refuse to take any fault for their incompetent billing department. I was supposed to get the deposit credited to my account after a year. Now I’m told I won’t be getting that until I’ve had a full year of on-time payments. Their only solution is to bill me in installments over the coarse if 36 months for an additional $86 per month. I am a single mother who makes “too much” to qualify for any type of assistance, besides SSI that I receive on behalf of my son. The added bill will worsen my financial hardship. A paying customer should not be held responsible for multiple mistakes made by a corporation. Any bill that was sent to me was made ON TIME and called multiple times to try ti resolve the issue with billing. Every time I was told I’d receive a call back when the issue was fixed but no one ever called. I shouldn’t have to call and beg a company to send me a bill for their services.

  

  Business Response

  Date: 07/24/2023

  I have attempted to Mr. ***** ******* regarding
  the balance on the account on 7/24/23.
  The total balance on the account $3,422.19.
  Mr. ******* contacted ACE on 6/14/23 to
  advise Mrs. *******s passed away 1/7/21.
  The account was listed under both of
  their names. Mrs. *******s request to place the service in his name and agreed
  to take responsibility for the charges on the account.
  The total balance $3,422.19 was transferred
  to Mr. *******s’s account on 6/30/23 and enrolled on a 12-month payment arrangement
  without a down payment, for $263.00 a month in addition to the new charges.
  Mr. *******s has been advised if/when
  this payment arrangement defaults, the account would only be eligible for a
  6-month payment arrangement with half of the total balance required as a down
  payment to start.
  We encourage the customer to apply for
  energy assistance.
  Thank you for allowing the opportunity to
  respond.

  Customer Answer

  Date: 08/01/2023

  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: 20319258

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:06/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we moved into our new home December 16, 2022. not long after moving in we started getting astronomical electric bills from Delmarva. Despite freezing ourselves & our children in an attempt to limit usage, having Delmarva do an investigation had our meter replaced, etc. there was never resolution or relief in our bill. We contacted Delmarva numerous times as to why our usage is always an estimate rather than ACTUAL & they just say they will investigate and get back to us. By the time the temp changed and our AC wouldn't work, we had an HVAC company come out in April and instantly noticed our unit was never installed so we had been running on emergency heat for months. Despite the unit being connected and expecting lower bills, our bills are STILL astronomical, our usage is still ESTIMATED, and Delmarva has still never responded. They charge us WINTER rates in the SPRING (see bills). I could turn absolutely everything off in the house and fully disconnect and they will still charge us whatever they want. Last month Delmarva said they would investigate AGAIN and get back to us and once again never did. I called again after waiting weeks and this time was told to email customer care @ Excelon and they would fix the problem, no response from them either. Every day our usage says 0 when I try to track on our account but our "estimated" bills have whatever number they type in. There is no proof behind their numbers and they are taking advantage of us. We should not still be paying the same price we unknowingly paid to use emergency heat. I'm in tears writing this because it's gotten to the point where I can either pay electric or buy food for my family. It's inhumane and I am desperate for someone to please help. almost $3,000 in 6 months is not normal. I also want to note I track consumption/emissions for a living and there are entire offices with electric bills lower than my house. none of this is normal and I'm at my breaking point trying to prove it

  

  Business Response

  Date: 06/19/2023

  I have attempted to contact Mrs. ***** **** regarding the high bills and estimated meter readings on 6/19/23 and I was unable to leave voicemails because the mailbox is full.
  The total balance on the account is currently $493.59.
  The service at *** ***** ** ************* ** ***** is new construction, and the meter 3KD389503956 was installed on 9/16/22. Because the property is new construction the customer and/or Delmarva would have no knowledge and/or information of the historical usage at the property to compare to their current usage.
  The meter readings recorded from 9/16/22 to 1/23/23 were invoiced based on actual meter readings. The October2022($6.59/6 kWh), November2022($9.67/4kWh) Decemeber2022($213.14/1238kwh) and January2023($535.47/3173kWh).
  The customer contacted DPL on 1/6/23 to discuss the high bills. We explained the consumption, the average daily temperature and the graph on the bill that shows the daily usage.
  The customer contacted DPL on 1/20/23 to question how we were able to record actual meter readings when the display on the meter is unreadable. We explained there is an AMI meter at the property, the display is unreadable, but the meter is working accurately, and the actual meter readings are being received remotely.
  Delmarva issued an order to have the meter exchanged and meter number 3KD389504578 was installed on 1/23/23. Per the service order remarks, the LED display was not completely luminating.
  The new meter display is readable, and we are receiving actual meter readings remotely, however; Delmarva has erroneously invoiced the customer based on estimated meter readings from 1/23/23 to 6/2/23.
  The account has been forwarded to the subject matter experts in our Billing Department for review.
  I will follow up with Mrs. **** once our Billing Department has completed their investigation.

  Thank you for allowing the opportunity to respond.

  Customer Answer

  Date: 06/26/2023

  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: 20161298

  
   
  

  
  
  

  Delmarva has NOT called or I would have answered the phone. I have been told every time I call that they will do an investigation and get back to me and nothing ever happens because they enjoy scamming us each month. The fact that they are ESTIMATING my bill when I have a meter is the problem. When my house was finished, the builder failed to finish connecting the HVAC so our system was unnecessarily running on emergency heat (unbeknownst to us). Had we not had someone come out about the AC not cooling in April, it would have never been uncovered/connected. Delmarva isn't understanding that the unit has now been set up properly and installed for months so it is no longer using emergency heat and it's not reasonable to continue billing us based off an estimate from when it used emergency heat in the WINTER. their last ACTUAL reading of the emergency heat consumption in JANUARY is no longer accurate now that it's almost July. We hardly use lights, AC or heat because of how much we get charged from them and even when everything is off, they STILL charge us this outdated emergency heat price. It's unethical to just charge someone whatever you want and have no backup to support it. The fact that we are expected to pay $500+ a month forever is a joke. And despite how much I DO NOT want to pay this much, I submitted the $493.59 payment 6/23 and it is still pending in their system so that's on them. They need to fix the problem, CREDIT us all we've overpaid, and adjust the bill going forward to start using ACTUAL data only and THEN respond with an update. I don't want to keep hearing they will forward to someone else because nothing is ever done. If $500+ is what it costs a month for EMERGENCY heat & Winter rates, I look forward to a much lower number using ACTUAL data in the Summer. If they continue to bill us this way, my next steps will involve the media or a lawyer because we are not spending another $3,000 for 6 months making it $6,000 for ONE YEAR of electric. 

  
  

   

  

  Business Response

  Date: 07/24/2023

  I spoke with Mrs. **** regarding high bill adjustments on
  7/24/23.
  The account currently has a $0.00 balance. There is a credit
  on the account for $559.59-
  The customer contacted DPL on 1/20/23 to question how we
  were able to record actual meter readings when the display on the meter is
  unreadable. We explained there is an AMI meter at the property, the display is
  unreadable, but the meter is working accurately, and the actual meter readings
  are being received remotely.
  Delmarva issued an order to have the meter exchanged and meter
  number 3KD389504578 was installed on 1/23/23. Per the service order remarks,
  the LED display was not completely luminating.
  The new meter display is readable, and we are receiving
  actual meter readings remotely, however; Delmarva has erroneously invoiced the
  customer based on estimated meter readings from 1/23/23 to 6/2/23.
   7/14/23 DPL completed
  the necessary adjustments on the account from 1/23/23 to 6/2/23. The balance on
  the account has been correct from $493.59 due to a credit $559.59-
  Thank you for allowing the opportunity to respond.

• Initial Complaint

  Date:03/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my electric every month. The bill I received every month was an actual bill. I have the meter guy on camera in Feb reading my meter. The electric company decided to revise my bills Nov -Feb 2023. I then got a corrected bill and was told I owe $100 I paid the $100 March 13th. After calling company on Feb 27 not understanding why my actual bills were revised. At that time they said I was going to be placed on an audit and not have to pay for 3 months since billing was looking into issue. I paid $100 anyway cause didn't want to be behind. On March 20 th opened up mail to 4 new electric bills revised again after I had corrected bills for same months after they were actual bills. Now saying I owe $919.15 that was past due from March 17. I already had a revised actual bill corrected and was told Feb 27 $100 was due. I've lived in house over 3.5 years have EVERY bill since I moved in and have NEVER had a bill over $300 I have oil heat. I have the actual reading and the corrected which the corrected showed less usage and now get a bill 3 days past due with a ridiculously high usage on an already edited and corrected actual reading. Which again I can proof was an actual reading with meter guy ON camera reading my meter in Feb.

  

  Business Response

  Date: 03/24/2023

  I attempted to speak with Ms. ******** *****
  regarding the adjustments on the account and left a message on 3/23/23.
  
  The total balance on the account is currently
  $919.15. There have been 0 broken payment arrangements within the past 12-month.
  

  Based off the March 2023 reported actual reading we
  have adjusted the meter reading, correctly allocated the usage and issued corrected
  bill from December 2023 forward.
  On12/15/22 The December 2022 bill reported an estimated
  reading 033329 billing 603 kWh used for $125.55. The estimation reason weather.
   The revised December bill reported a
  corrected 034306 billing 1580 kWh used for $318.88.
  On 1/16/23 The January bill 2023 reported an
  estimated reading of 033984 billing 655 kWh used for $136.15. The estimation
  reason manpower shortage. The revised January bill reported a corrected reading
  036050 billing 1744 kWh used for $351.44.
  On 2/15/23 The February bill 2023 reported a corrected
  reading 034534 billing 589 kWh used for $122.60. The revised February bill
  reported actual reading 037685 billing 1635 kWh used for $329.33. The actual
  reading was erroneously changed.
  On 3/14/23 The March bill 2023 reported an actual
  reading of 039156 billing 1622 kWh for $326.32.
  

  Atlantic City Electric would have no knowledge of
  how the electric usage is consumed. Meter readings are cumulative, meaning the
  usage is achieved by subtracting the prior reading from the current month’s
  reading. Even if undercharged one month, the under/overbilled usage will show
  in the next month’s calculation. Adjustments are done to correctly bill the
  customer actual usage over all billing periods between the last two actual
  (known) accurate readings.

  The customer is encouraged to contact ACE
  Customer Service to discuss payment arrangement options if unable to pay in
  full.

  
  Thank you for allowing me the opportunity to
  respond.

  Customer Answer

  Date: 03/28/2023

  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: 19629608

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:03/07/2023

  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.

  Sunday, Nov 20, 2022 I heard a loud POP and a small explosion noise. We lost power. Regained in 6 hours or so. When it came back on, 5 surge protectors in our home were buzzing. We realized that they had been hit by a surge. They no longer worked and we threw them away and had to replace them. On Monday, we did not feel well and did not eat much and Tuesday tested positive for COVID. It was then that we realized that our refrigerator had not come back on. It was warm and all food for Thanksgiving was spoiled. We called for Fridge repair with our home warranty company. They came out on Nov 28 and declared that a surge in electricity fried the inverter board and it was not covered under the policy due to the fact that it was not a manuf defect. We paid $65 for the service call, $295 for the part and installation and we lost an entire full fridge worth of food. I did the best that I could with food receipts and estimated $300 lost. I did not even think to also claim the replacement of the 5 surge protectors. I heard that other people in the neighbor had also "lost" appliances and the homeowners association sent out an email telling owners that we could claim losses against DPL. I called them and they sent me a form on 12/3/22. Before I even filled it out Brett Hayman from DPL called me an admitted that homeowners had losses "greater than mine" but that a tree fell on their equipment through no fault of theirs. I felt he was bullying me into not filing the claim. I filed the claim anyway on 12/22/22. sent 2 more emails as I had not heard back and finally called and got a manager on the phone on 2/27/23 to explain. Shortly after that, Mr Hayman sent me the denial letter . All doc are attached. I feel that they IS their fault and they should be maintaining the area around their equipment so something simple like a tree falling cannot disrupt and send surges into our homes that kill our appliances. We did NOTHING wrong.

  

  Business Response

  Date: 03/17/2023

  I spoke with **** ***** her complaint is that there was a power surge that occurred at her home on November 20, 2022 due to a treat falling. The surge caused damage to her refrigerator and loss of all the food she had inside of the refrigerator. She sent in a claim form to DPLDE on 12/3/23 for the loss of over $300 of food and the repairs for the refrigerator. She was advised by her neighborhood civic association to file the claim against DPLDE for the losses.
  
  **** ***** was advised by DPLDE claims department on February 27,2023, that the claim for her damages were unable to be honored. Our investigation revealed you may have incurred a variance in your electric service due to a downed tree which damaged our equipment. Delmarva Power crews responded, made the necessary repairs, and service was ultimately restored to normal.
  Delmarva Power, like other utilities and as per the Delaware Public Service Commission, does not guarantee continuous uninterrupted service. Furthermore, we cannot guarantee that our equipment will operate at all times without the need for repair or replacement.
  
  It was recommended to **** ***** to submit her claim to your insurance carrier. The customer does not agree with these findings and advised me she will reach out to the State of Delawares Attorney General to pursue further action with her complaint.
  
  Per Tariff, no negligence attributable to DPLDE
  The Delaware Electric Tariff states in relevant part:
  SECTION X - CONTINUITY OF SERVICE BY COMPANY
  A. Company Liability
  The Company does not guarantee continuous uninterrupted electric service and shall not be liable for any loss,
  cost, damage or expense to any person occasioned by any change in, interruption or phase reversal of the
  Company's electric service due to any cause beyond the reasonable control of the Company.

  Customer Answer

  Date: 03/23/2023

  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.
  The answer to this complaint is NOT addressing the issue at hand. .  I am not complaining due to lack of service.  I know that I am not guaranteed to have power 24/7, 100% of the time.  I filed the complaint because the company's lack of maintenance of the trees on their property, by having a tree fall down on their equipment, caused the power surge that damaged my refrigerator and ruined all of my food right before the Thanksgiving holiday.  They admitted to me that that is is their fault and there was no recklessness on MY part to cause the power surge.  It was their fault, and they told me so but blamed it on an "act of God".  They could have avoided the power  surge to many homes in my area by ensuring that there were no (possibly damaged) trees close enough to fall on their equipment and damage it to the point where it caused our power meters to "explode".     My documentation from the appliance repair clearly states that the fridge was not working due to the damage created by the power surge and the complaint officer told me that I should file with my homeowners.   I am not required to do that just because they refuse to cover the damages that DPL caused.   Using homeowners is MY choice.  
  
  
  Regards,
  Complaint ID: 19548007
   
  
  
  
   

  

  Business Response

  Date: 04/04/2023

  Good Afternoon,

  I called and spoke with **** ***** and informed her that regrettably, we are unable to provide the resolution the customer is seeking. Our position remains the same. This claim was related to a tree that was outside of our right of way falling on our line that is not within our control, which is protected under the tariff.
  
  The Delaware Electric Tariff states in relevant part:
  SECTION X - CONTINUITY OF SERVICE BY COMPANY
  A. Company Liability
  The Company does not guarantee continuous uninterrupted electric service and shall not be liable for any
  loss, cost, damage or expense to any person occasioned by any change in, interruption or phase reversal of
  the Company’s electric service due to any cause beyond the reasonable control of the Company.

   

   

• Initial Complaint

  Date:02/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 29, 2023 I came home to find employees from Delmarva Power in my yard asking me if I am having any electrical problems. I replied no, but stated that a Comcast worker said something about a low wire in the backyard earlier that day. There are two fences that belong to the neighbor behind me where trees, vines and bushes have grown throughout the years. I have previously had Delmarva come out and look at these trees and was told it was not an issue until January 29 of 2023 when they then stated it was an emergency and they needed to be removed. They asked how I felt about them cutting these trees down and I explained that they are not my fences or trees, and they are in fact, not even on my property, that they both in fact belong to the neighbor behind me. Apparently while I was sleeping they came out and cut these trees down and left them in my yard. I had no problem with them accessing my yard but they left two massive piles of trees and vines that are at least 10 feet in length leaving me little access to my yard. I have contacted Delmarva power at least three times since then by email and have been told I would receive a response within two days and no one has contacted me at all. There is no way possible that a homeowner is responsible for maintaining Delmarva Powers equipment, especially when I informed them that none of this is even on my property and I have the property plans to prove it. So I am left with this mess and the person that owns the fences that caused the issue has no responsibility? I certainly wouldn’t mind cleaning up a few branches here and there but this is massive and in no way can I at my age even begin to clear this mess. As I stated, I did not request for this to be done and I also informed them where the issue lies, which is with the neighbors behind me. All I’m asking is that Delmarva clean up their mess like they do for the other customers when they trim trees.

  

  Business Response

  Date: 03/08/2023

  The customer's concerns were forwarded to the DPL Vegetation Manager.  The clean-up job was given to the Delmarva contractor for completion on 3/3.
  
  A follow up is scheduled for 3/10 to confirm the work has been completed.

  Customer Answer

  Date: 03/24/2023

  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 originally filed this complaint on February 25,2023. My case number is 19496652. I received a message from you stating they would clean up the mess in my yard by March 3 and check back on March 10th to make sure if was completed. Nothing has been cleaned up and now I see my case has been closed as satisfactory. It has absolutely not resolved. I would like to have the business do what they told you they would do.
  
  Regards,
  Complaint ID: 19496652
   
  
  
  
   

  

  Business Response

  Date: 03/24/2023

  Business

  Most Recent Message

  Date Sent: 3/23/2023 5:30:18 PM
  According to our records, a Delmarva Vegetation Supervisor has met with the customer to address the concerns.

• Initial Complaint

  Date:02/08/2023

  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.

  This complaint is for my January 2023 Atlantic City Electric bill at service address: * ****** ***** ***** ***** ** ****** This is a summer home that sits empty in the off season and we have Gas heat.
  
  My January bill came in at $124.84. My bill is typically between $23-$28. Since I live in a different state, I had my realtor go in and make sure no one was squatting. No one is there, the water is off and the heat is set to 55 degrees. I had my realtor take a picture of the meter and I called AC Electric and read it to them. They lowered the bill to $120.84 - they only took $4.00 off.
  
  My January 2022 bill last year was $26.81. And my bills leading up to this January 2023 $120.84 bill were: Dec: $23.85, Nov: 23.24 and Oct: $28.05. There's an error and AC Electric is telling me there's not.
  
  I will attach information I pulled from my account that shows KWH usage and amounts billed by month. I'm enrolled in auto-pay so this bill has been paid. I appreciate any help with this. Thank you!!
  AC Electric Account #: *********96

  

  Business Response

  Date: 02/20/2023

  The complaint regarding the January billed usage has been
  reviewed. 
  
  On 8/29/22 an incorrect read was provided for 11,512.  This read was out of line with the previous
  meter read, which caused an exception.  The exception case was reviewed on 8/30 and the meter read was estimated
  at 85,466.  The customer was issued a
  bill which indicated the usage was estimated.
  
  Then on 9/26, the meter read was estimated by the meter
  reader with the reason code as other.  The read was estimated at 85,706.  The customer was issued a bill which indicated the usage was estimated.
  
  On 10/25, the meter read was estimated by the meter reader
  with the reason code of other.  The
  estimated read was 85,817.  This
  estimated read was indicated on the invoice issued.
  
  Then on 11/22, the read was estimated in the field due to a
  locked gate.  The meter read was
  estimated at 85,905.  This estimated read
  was indicated on the invoice provided to customer.
  
  The read on 12/22 was estimated at 85,994 with the reason
  code as cannot locate.  The estimated
  meter read was indicated on the invoice.
  
  An actual meter read of 86,582 was obtained on 1/26 and the
  customer was invoiced for the unbilled usage of 588 kwh resulting in a bill for
  $123.49.
  
  The customer was advised that a follow up meter read was
  obtained by a service order on 2/10 providing a read of 86,666 which indicates
  the usage is correct.
  
  Although the usage was estimated from 8/29 to 12/22, ACE has
  proved the accumulative usage was consumed on the meter from the successful
  meter reads on 1/26 and 2/10.
  

  Customer Answer

  Date: 02/23/2023

  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.
  It's my understanding that the last 5 months were estimated because the company they contracted to read the meters said they couldn't access the meter in the backyard which is completely untrue. There are several entrances into the back yard and all are completely accessible. My 11 yr old goes in and out with no problem. It's opening a gate and closing the gate. And there are several gates to choose from.Secondly, I would be Ok with the actual reading IF they can tell me what months the usage is from. This is our summer home and we spent a lot of time there in 2021 since we were still in Covid. In 2022, all kids sports ramped back up and we were barely there in June, but were there in July and August. And then back to being empty for the off season. So why is my usage higher in 2022, than it was in 2021?If you look at the chart I attached, you'll see 2021's actual billings and then 2022's estimated. The billing for 2022 is inline with 2021, even though we spent less time there in 2022. So where is the extra usage coming from month wise in 2022? For example, Aug. 2021 we used 1011 khw (acutal) and were billed $219.62. In Aug 2022, it was estimated we used 392 khw and were billed $218.24. So while they estimated this month low, we still paid the same as we did last year. It doesn't make any sense. Until they can explain what month the usage is from, I'm not in agreement that this bill is correct. 
  
  
  Regards,
  Complaint ID: 19365270
   
  
  
  
   

  

  Business Response

  Date: 03/10/2023

  The company's position remains the same.
  
  The complaint regarding the January billed usage has been reviewed.  
   
  On 8/29/22 an incorrect read was provided for 11,512.  This read was out of line with the previous meter read, which caused an exception.  The exception case was reviewed on 8/30 and the meter read was estimated at 85,466.  The customer was issued a bill which indicated the usage was estimated.
   
  Then on 9/26, the meter read was estimated by the meter reader with the reason code as other.  The read was estimated at 85,706.  The customer was issued a bill which indicated the usage was estimated.
   
  On 10/25, the meter read was estimated by the meter reader with the reason code of other.  The estimated read was 85,817.  This estimated read was indicated on the invoice issued.
   
  Then on 11/22, the read was estimated in the field due to a locked gate.  The meter read was estimated at 85,905.  This estimated read was indicated on the invoice provided to customer.
   
  The read on 12/22 was estimated at 85,994 with the reason code as cannot locate.  The estimated meter read was indicated on the invoice.
   
  An actual meter read of 86,582 was obtained on 1/26 and the customer was invoiced for the unbilled usage of 588 kwh resulting in a bill for $123.49.
   
  The customer was advised that a follow up meter read was obtained by a service order on 2/10 providing a read of 86,666 which indicates the usage is correct.
  
  Although the usage was estimated from 8/29 to 12/22, ACE has proved the accumulative usage was consumed on the meter from the successful meter reads on 1/26 and 2/10.

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm questioning the billing depth re: my monthly utility charges over the past 12 months. I live in in 900sq ft condo. Prior to this year, my monthly bills during the winter months have averaged $30-40/mo. Over the last 12 months, many of my bills have been estimated. Cust. Service claims that they were unable to read my meter due to a "weak signal". The months I am questioning are: Feb 2023-$230.38 (this Jan was one of the warmest on record). Dec 2022-$97.39. And June 2022-$127.51. I don't even use heat in June!! Perhaps something is wrong with their billing system. Unfortunately, attempts to resolve this matter with them has been unsuccessful. The representatives have even hung up on my husband. My thermostat is set on 70 all winter. My heater is serviced yearly by horizon. Some of my neighbors in the building have told me their bills were for (approx) $60, $218 & $100. All our units are the same size, 900sq ft. Why are there such inconsistancies??? Why is my bill so incredibly high? Please help me resolve this problem.
  Sincerely,
   

  

  Business Response

  Date: 02/17/2023

  EMAILES ********* ON 02/17/22 THE FOLLOWING INFO

  "The December,
  January, February, March, April, and May bills were originally based off
  estimated reads. These were revised when an actual read was obtained for the
  June bill (June 29, 2022)
  The December
  2021 bill covered the period of December 1, 2022 to December 30, 2021. It had
  $30.57 / 16 CCFs in new gas charges. This was revised June 29, 2022.
  The revised December 2021 bill had $30.57 / 16 CCFs in new gas charges, there
  was a balance forward credit of $152.96-, making the total credit amount $122.39-.
  The January
  2022 bill covered the period of December 31, 2021 to January 31, 2022. It had
  $31.56 / 17 CCFs in new gas charges. This was revised June 29, 2022.
  The revised January 202e2 bill had $31.56 / 17 CCFs in new gas charges, there
  was a balance forward credit of $122.39-, making the total credit amount $90.83-.
  The
  February 2022 bill covered the period of February 1, 2022, to February 28,
  2022. It had $38.62 /24 CCFs in new gas charges. This was revised June 29, 2022.
  The revised February 2022 bill had $38.62 /24 CCFs in new gas charges, there
  was a balance forward credit of $90.83-, making the total credit amount
  $52.21-.
  The March
  2022 bill covered the period of March 1, 2022 to March 29, 2022. It had $18.43
  / 4 CCfs in new gas charges. This was also revised June 29, 2022.
  The revised March 2022 bill had $18.43 / 4 CCfs in new gas charges, there was a
  balance forward credit of $52.21- , making the total credit amount of $33.78-.
  The April
  2022 bill covered the period of March 30, 2022 to April 29, 2022. It had $14.39
  / 0 CCFs in new gas charges, it had a balance forward credit of $5.00-, making
  the total amount due $9.39. This was also revised June 29, 2022.
  The revised April 2022 bill had $84.41 / 63 CCFs in new gas charges, there was
  a balance forward credit of $33.78-, making the total amount due $50.63.
  The May
  2022 bill covered the period of April 30, 2022 to May 31, 2022. It had $14.39 /
  0 CCFs in new gas charges, it had a balance forward credit of $5.00-, making
  the total amount due $9.39. This was also revised June 29, 2022.
  The revised May 2022 bill had $40.11 / 23 CCFs in new gas charges, there was a
  balance forward of $50.63 for a total amount due of $90.74.
  The June
  2022 bill covered the period of June 1, 2022 to June 29, 2022. It had a balance
  forward of $90.74 and $36.77 / 20 CCFs n new gas charges for a total amount due
  of $127.51.
  The June
  29, 2022 bill was based off an actual reading. This actual reading was prorated
  and used to adjust the previous bills. The reason for the estimated reads was
  due to the smart meter not having a strong signal to send the reads to DPL’s
  system. That is why he reads continued to be estimated off an on. An actual
  read was obtained 11/10/22 as well as 01/31/23. An actual read was obtained
  02/06/23. When the read was obtained then, the meters weak signal was corrected
  so no further estimations should happen. If you see that there are any bills
  based off estimated reads, you may send a meter picture to [email protected].
  We are
  currently investigating the delay in getting this fixed. I will contact you
  once I have more information."

  Customer Answer

  Date: 02/23/2023

  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.
  
  
  To whom it may concern,My name is ********* *****.  I reached out to you regarding my delmarva power bills.  I am appealing the claim.   After reviewing my account over the past 24 months and breaking them down into 2-12 month periods I discovered that there was a $360 difference.  More specifically,  my bills for the first 12 month period totaled $272.78, and they totaled $633.72.  That's an increase of  $360.94!!! How can that be possible when it has been a relatively mild winter this year.  My bill was estimated 11 months out of 12 this year due to a "weak signal".  Why  can't they fix the problem?  They have had more then adequate time to do so.  This is poor practice.  Unacceptable.  Thank you attention to this matter.Sincerely, I am sending this email to clarify the one I sent on February 22, 2023.  A portion of the message was accidently deleted, therefore, it may have been difficult to understand.  To clarify:  I reviewed my account over a 24 month period and broke this down into two 12 month periods.  The sum of the first 12 month period was $272.78.  The sum of the second 12 month period was $633.72.  That's a difference of $360.72!!! Additionally, I would like to add the following info in an effort to help explain my reason for filing this appeal:I have lived at this residence, a 900 square foot condo, for the past 23 years. My thermostat is set on 70° F, as it always has been.  My heater has been replaced, and is inspected annually by Horizon services.  No problems have been reported with it thus far. Additionally, this has been a mild winter. I have never had a bills as high the ones I have recieved over the past 12 months.  Eleven of these bills were estimated due to Delmarv's inability to obtain a strong signal.  I question Delmarva's ability to read  my meter correctly period.  This has gone on long enough.  Please fix the problem.
  
  Regards,
  Complaint ID: 19348373
   
  
  
   
   

  

  Business Response

  Date: 03/02/2023

  Based on more
  detail information provided from our AMI Engineering team, this meter is in an
  area in New Castle where there is a coverage issue.  Engineering team
  worked with the system to help with the communication
  issue, which involved installing a bridge.
  There was then a back-office issue as
  these bridges are usually not used for AMI, this has been fixed. The meter is
  now communicating properly, and a lock has been placed until the next meter
  read. A review will be conducted upon the next meter reading date to ensure actual
  readings are coming over, and if any adjustments are required based on the
  actual reading received.
  It was reported
  and submitted for investigation by our AMI Analytics Analysts, unfortunately
  sometimes the investigations to identify what is needed to improve communication
  takes some time because we are relying on other areas to help us fix the
  communication problem in the field. The use of a bridge was recently identified
  as a solution for this meter.
  We agree that
  this took longer than expected to resolve. DPL is looking into putting steps in
  place to ensure proper follow up is taken by the perspective areas once the
  account has been submitted for further investigation.
  The June
  2022 bill covered the period of June 1, 2022 to June 29, 2022.
  It had a balance forward of $90.74 and $36.77 / 20 CCFs in new gas charges for
  a total amount due of $127.51.
  This had an actual read and was a true up of the past estimated reads, which
  could explain the high usage.
  The December
  2022 bill covered the period of December 1, 2022 to December 29, 2022.
  It had a balance forward credit of $5.00- and $37.67 / 15 CCFs in new gas
  charges for a total amount due of $32.67. This was based off an estimated read.  
  The January
  2023 bill covered the period of July 30, 2022 to January 31, 2023.
  It had a balance forward credit of $10.84- and $241.38 / 149 CCFs in new gas
  charges.
  This had an actual read and was a true up of the past estimated reads, which
  could explain the high usage.
  With the
  communication issue being fixed, the meter should no longer have estimated
  reads which will mean there will be no true up bills and the usage should be
  consistent with the history usage.

• Initial Complaint

  Date:01/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to understand what this revised bill was from Atlantic City electric. First I received a bill for 1.75 because I got a smart meter installed on October 4 2022 and I'm also on heating assistance. I had a third party on my billing which was New Residentsenergy. I called because my bills were extremely high past two months back in August 2022. The women told me because they were estimated bills and that New Residentsenergy was .24 cents vs Atlantic City was .11 so she asked me to read the meter I did she says oo we estimated you way higher. I couldn't pay the 609.00 bill so I paid 350 with 20 dollar installments. I called the third party New Residentsenergy to take them off my billing. They said takes two billing cycles. Then I get this revised bill after the two billing cycles it's stated from June to November which is $2,141.33 total. I call to understand this bill. I get idk from reps this is one bill then let contact my supervisor then she will call you back today or tomorrow end of day. No call back I call the following Monday with a supervisor who was down right rude and nasty said follow the Kwh not the money we estimated you lower. Told me BBB would side with them and they have lawyers. I distributed the bill. Said 30 days I received one call that they were working on it then no contact on what's going on with this billing. I followed the money I followed the Kwh on what I was charged esmatited and revised. There was only 16 kw difference on one bill. Then 627 kw difference where they overcharged me this bill makes no sense I said where do u get I owe u all this money I did the math and where's the money I paid and my heating assistance money paid monthly. No one knows and no one can give me a answer. They say they can't see my old bills that I paid. They took me off the deferred payment that's the bill they overcharged me. And smart meter was installed oct4 and I have a letter that the 3rd party ends serving me 10/20/22. This bill is wrong.

  

  Business Response

  Date: 01/17/2023

  I attempted to contact Ms. ***** regarding this complaint.  A voicemail message was left for the customer to contact me directly.
  
  The consumption for meter 99G054865374 was readjusted to show a more accurate estimated usage for July, August, and September.  The final meter read of 97429 taken on 10/4 was an actual read. Although the usage was estimated in July, August, and September, the final read shows the usage consumption is inline and accurate. The total adjust usage billed was 469 kwh.
  
  See the below reads which show inline consumption billed:
  
  Actual read 6/23/22- 92,376. 
  Estimate read 7/21- 93,917 changed to 93,843.
  Estimate read 8/22- 96,146 changed to 95,519. 
  Customer provided read 9/13- 96,671.
  Estimate read 9/21- 96,944 changed to 96,960.
  Meter removed due to change 10/4- 97,429.
  
    
  The customer was billed for actual consumption on the current meter NXA177834778; 10/05- install read 0 and 10/24 actual read provided 611.
  
  The customer was billed for a total consumption of 469 kwh plus 611 kwh.  The billed amount was $913.70.
  
  The customer is eligible for an installment plan, if assistance is needed with the account balance.  
  
  The customer can contact Atlantic City Customer Service at 1-800-642-3780 for more information.

  Customer Answer

  Date: 01/19/2023

  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 reject this offer by Atlantic City electric because it's not the correct billing. I'm being over charged for usage I didn't use. I was paid up-to-date prior to this new revised bill. As I stated before when I spoke with a supervisor at Atlantic City electric about where the total $2,141.33 is coming from she said they underestimated me it was only two bills they did that.. like I stated no you over estimated me on two others as even more proof of the giving meter readings stated in hers and mine ..you can see the khw used. She states 469kw and 611kw which I was billed 485kw and 611kw both of these don't even add up to $913 they are around 266.98 on the revised bill and what Atlantic City electric billed me was 270.93. because I was charged 1,096kw not 1,080kw and this is supposed to be actual reading ? That bill was PAID.  So now I went back again to June to July added up the revised bill and deducted my heating assistance I get from the state it came to $344.82 is what I technically should have paid because no one read my meter and it was estimated bill so I paid $360.92. this what I'm saying no one is going back and totalling what should have been billed and what my heating assistance paid n what I paid that month  deduct that from the revised bill that month and get what's owed to me or them!! because I did this and it no where near 2k that Atlantic City electric is claiming. They can't even tell me where this owed money is coming from makes no sense. I was paid up to date before this revised bill was sent to me. I have all my old bills and what I paid. I did the revised bills yes two they did underestimate me because when I called to complain back in August about 2,229kw bill I know for fact wasn't correct as stated by a worker there to be fixed next bill they underestimated me to correct it. August bill was technically supposed to be 1676kw (Revised bill) I feel like not one has taken my billing seriously and gone back to see they keep saying I owe but when I do the math doesn't add up they can't even get a actual meter reading correct! Caused nothing but stress anxiety and debt to me. 
  
  
  Regards,
  Complaint ID: 18688604
   
  
  
  
   

  

  Business Response

  Date: 01/26/2023

  The company's position remains the same.

  The consumption for meter 99G054865374 was readjusted to show a more accurate estimated usage for July, August, and September. The final meter read of 97429 taken on 10/4 was an actual read. Although the usage was estimated in July, August, and September, the final read shows the usage consumption is inline and accurate. The total adjust usage billed was 469 kwh.
  
  See the below reads which show inline consumption billed:
  
  Actual read 6/23/22- 92,376.
  Estimate read 7/21- 93,917 changed to 93,843.
  Estimate read 8/22- 96,146 changed to 95,519.
  Customer provided read 9/13- 96,671.
  Estimate read 9/21- 96,944 changed to 96,960.
  Meter removed due to change 10/4- 97,429.
  
  
  The customer was billed for actual consumption on the current meter NXA177834778; 10/05- install read 0 and 10/24 actual read provided 611.
  
  The customer was billed for a total consumption of 469 kwh plus 611 kwh. The billed amount was $913.70.
  
  The customer is eligible for an installment plan, if assistance is needed with the account balance.
  
  The customer can contact Atlantic City Customer Service at 1-800-642-3780 for more information.