Complaints

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

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• 

  FirstEnergy Corp.

  76 S Main St Akron, OH 44308-1812

• 

  Jersey Central Power and Light Co.

  521 Main Street Allenhurst, NJ 07711

• 

  FirstEnergy Corp.

  1040 S Prospect St Marion, OH 43302

• 

  FirstEnergy Corporation (Cleveland Area)

  6896 Miller Rd., Room NRHQ-2 Brecksville, OH 44141

• 

  Allegheny Energy Inc

  PO Box 230 Latrobe, PA 15650

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:11/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a rebilled bill from Jersey Central Power & Light for $748.32 dated November 6, 2024 covering the period of 9/18/2023 - 11/4/023

  Business Response

  Date: 11/26/2024

  The customer has communicated with the company via email. It was explained that a meter mix was identified, and the fix was requested by the property manager. Mixed meter situations are usually found where there are several meters in one place such as: an apartment complex with a bank of meters, a duplex, or a triplex. Meters can be switched or mixed because of re-labeling of apartment unit numbers after the meter has been installed or a meter exchange. The correction was completed, and the account was rebilled the actual usage. The customer was offered a make-up plan to allow you more time to pay with no down payment and at this point, we have not received a response. 

• Initial Complaint

  Date:11/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attached documents - NET METER EXCESS CREDIT - I understand the explanation given, but why can't they put the RATE on that line with an S, W or SW at the end of the rate to denote summer, winter or both. such as:
  NET METER EXCESS CREDIT - 327 KWH x 0.085565-S = $27.98
  My Gas, Water & Sewer bill ALL have the (amount x rate) on both the energy and delivery charge!
  This would also be helpful as to when the rates change!
  
  DISTIBUTION RELATED COMPONENT. On one of the bill's the charge is (2.49 + 1.91 = 4.40 based on 12 KWH Used - Delivered) The 2nd bill is (2.19 + 1.76 = 3.95 based on 6 KWH Used - Delivered) It comes out to double KWH Delivered but about 10% different in charge. I would need some more information as to how the charge and credit for distribution is calculated.
  
  I have no understanding from their email as to how they arrive at these totals from the 4 lines of the bill:
  Delivered Distribution Related Component -
  Delivered Cost Recovery Charges -
  Received Distribution Related Component -
  Received Cost Recovery Charges.
  
  Please give a more understandable explanation!!! Also again why don't they list the (KWH x RATE) on each of these 4 lines!!! As time goes on there will be many more customers that will be installing solar panels and I'm sure that there will be many more inquiries about the credits and charges on each of these lines on the bill.

  Business Response

  Date: 11/25/2024

  The line item for Net Meter Excess generation can be
  calculated taking the excess generation not used to offset delivered kWhs each
  bill period and applying the appropriate credit amount from the Generation
  Service Rider.

  The Summer period is 6/1-8/31, Winter period is 9/1-5/31 and
  a bill period that overlaps these dates would be a proration of the rates based
  on days in the billing period.

  Tools are available on the FirstEnergy website to help in
  calculating the billing charges.

  **** ******* can also be accessed from the FirstEnergy website.
  The applicable Rate Schedule for the account along with any Riders including
  that Rate Schedule would be used in calculating the billing charges.
  What is included on the bill is decided with the bill design.

  If the Customer has additional questions, they should
  contact the Company and speak to Customer Service with further questions and to
  discuss any concerns. 

  Customer Answer

  Date: 11/27/2024

   I am rejecting this response because: They had explained in their response what took me a while to understand.  I suggested to them with example: NET METER EXCESS CREDIT  (amount of KWH x rate with S, W or SW at the tail of rate) to denote Summer, Winter or (SW - Both Prorated amount).  This would help customer understand when the rates change and not need to take the time to go to their website and look through a NUMEROUS pages PDF to get new rate. Every other utility bill has (amount of useage x Rate) in both of their charges (Distribution charge & energy charge). On the Water bill they even have 2 different rates, the 1st 0.200 MFG rate & remainder MFG's at a higher rate, there is actually 2 lines. They also stated to check on the website the **** ****** which is extremely complicated to understand, which I have no idea how this relates to imported & exported distribution charges & credits. They also suggested to call their Customer Service line with furthur questions.  This is an unreasonable solution, you need to wait unreasonable amount of times and most of the reps have no understanding of how these rates with solar panels work.  WHY CAN'T THEY HAVE (AMOUNT OF USEAGE X RATE) ON THE FOLLOWING LINES OF THE BILL!!!   NET METER EXCESS CREDIT - DELIVERED DISTRIBUTION RELATED COMPONENT - DELIVERED COST RECOVERY CHARGES - RECEIVED DISTRIBUTION RELATED COMPONENT - RECEIVED COST RECOVERY CHARGES.  Every other utility Company has that on the distribution and the energy useage portion of theirs customer bills!!!
  
  
  
  

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a voltage drop issue at my address and it has been 6 months and they have not fixed it or even called me back to let me know the status of the estimate to fix the issue. They know it's a problem caused by the local gas well site that was built recently. I have called 4 times and they tell me a ticket was submitted but nothing ever happens. My lights are going out and it has damaged one so far.

  Business Response

  Date: 11/25/2024

  The customer first reported concerns with the voltage at the location on 06/28/24.  The company investigated and monitored the voltage at the meter. The company reached out to the customer and discussed their concerns.  Customer advised that he had been previously advised that the circuit needs a voltage regulator installed.  

  Investigation into the problem continued.  The Four Sasons breaker at Enon is getting repaired 11/25/24 and service should be back in service 11/26/24. The company will continue to monitor the issues to determine if further repairs or work is needed.

• Initial Complaint

  Date:11/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called on Nov 14th, 2024 to have due date changed to 15th of the month so I wouldn't be charged a late fee and all the lady on the phone could say is there is nothing she could do, didnt try to offer to help the situation at all. Currently bill is due on the 5th of every month. My mortgage is due at the beginning of every month, and car payment are due at the 3nd of every month and gets paid at the beginning of the following month. All I'm trying to do is move my due date back to the 15th to better accommodate when I get paid from my job which is on the 1st and 15th of every month so I am able to still provide for my family and not have late fees being added to take more money from putting food or other necessities. All I'm asking for is the date of the bill being changed or at least have the late fee waived every month.

  Business Response

  Date: 11/18/2024

  Customer has a standard 20 day pay term, due date is different each month depending on the meter read date. Company can not provide customer with same due date each month and the customer does not qualify for special 30 day due date. Customer must be 60 years of age or receive monthly check for Soical Security, Pension, or Disability. Please dismiss

   

   

   

  Customer Answer

  Date: 11/20/2024

   I am rejecting this response because: that is false information that my due date is different every month. Every month is is around the same date of either the 4th, 5th, 6th, 7th and is an inconvenience and shows that the energy company - First Energy (Met-Ed) does not care about the consumer and cares more about putting late fees on their bills. 
  
  
  
  

• Initial Complaint

  Date:11/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made the following. service start requests for electric service to JCP&L:
  8/2022, 4/2023, 8/2023, 5/2024, 8/2024, 9/2024.
  There are 2 meters at my address, which I did not know until my phone call in May 2023. JCP&L had immediately placed one meter in my name and began billing me for that meter (which is 1/4 mile away from my home down the street several homes away and only runs a water pump at the lake side that pumps water to my house). I have paid that bill every single month. I made numerous phone calls to JCP&L to get my house electric account set up and worked out.
  I repeatedly received threats posted on my front door to turn off my power despite my attempts to correct JCP&L's own ongoing error. I spoke with multiple reps on the phone AND in person, who repeatedly told me it would be taken care of. Despite my repeated attempts to obtain a bill from JCP&L, they never set up the other meter and never once sent me a bill until November 11, 2024 (Veterans' Day) for 26 months totaling $2,934.10. As a USMC vet this seemed unduly grotesque. I am willing to pay the bills since my LAST request on 9/3/2024.
  ($26.56 + $88.48). For anything BEFORE my last request, these are JCP&L's blatant incompetencies for which I WILL NOT PAY.

  Business Response

  Date: 11/14/2024

  On 08/31/2022, the customer created an online account to begin service at his location. There are two premises listed for this address and the customer signed himself for service at the non-residential meter listed for the pumpstation. The customer began this service effective 09/01/2022. The monthly bills for this meter are roughly $6.00. The customer never questioned his bill being very low for a home. On 04/11/2023, the customer contacted the company and addressed that he received a letter regarding COVA (consumption on vacant account). He advised he was not aware that there were two meters at this property and he has been responsible for both meters since 07/01/2022. The representative advised will create an account for the second meter as well and back bill it to bill his usage. He refused this and ended the call. The account was never established and more COVA continued to accumulate. On 05/24/2024, the customer attempted to sign for service at the second meter via the web. The customer received a response that he must contact customer service to complete the request (this was due to the COVA). The customer disregarded these instructions. The customer then tried again via the web on 08/15/2024 and was again advised that he must contact customer service to complete the request. The customer disregarded these instructions. The customer then tried again via the web on 09/04/2024 and was again advised that he must contact customer service to complete the request. He disregarded these instructions. On 11/07/2024, the customer was finally signed for service once the premise was again reviewed for COVA. His move in date was back dated to 09/01/2022 (the same day he signed for service for the pump meter). He contacted the company on 11/13/2024 advising that he refuses to pay the bill because it is not his fault that he did not sign for the service despite the website advising there was two meters when he signed for service in 08/2022 and despite the company's instructions to contact customer service numerous times. This bill is correct as rendered and the customer is responsible for this usage. The company will offer a 26 month installment plan for this balance.

  Customer Answer

  Date: 11/15/2024

   I am rejecting this response. I was not advised of two meters via the website when I signed for service in 9/2022. I never disregarded any instructions to call when the website would not let me sign for service. To the contrary I called numerous times and recieved extensive wait times and both attempted to wait up to 40 minutes on hold and also attempted the return call service, to no avail. I have acted in good faith every step of this absolute nightmare. It is clear JCP&L does whatever it wants and does not care at all about customers as it can neglect accounts for years and simply periodically harass and then ignore a homeowner. JCP&L did not make any attempt to rectify this until its employees physically entered my home, when I was not present, to replace my meter and then and only then finally send me not one bill but 26 bills. (FYI, JCPL contacted me to replace my meter in October, we greed on a day, I stayed home all day, they never showed, then two days later, while I was at work, they trespassed into my home unannounced, uninvited, and unlawfully to replace the meter.) This is outrageous and callous treatment of a single homeowner by a multibillion dollar corporation and I will not accept it.
  
  I will agree pay the last 8 months of bills, in a single lump sum and will sign on to autopay going forward.
  
  
  
  
  

  Business Response

  Date: 11/18/2024

  The email responses sent to the customer each time service was requested are as follows:
  
  Dear Customer,
  Thank you for your request. In order to place electric service in your name, you will need to contact our Customer Service Department by phone at **************, Monday through Friday, between 8:00 a.m. and 6:00 p.m.
  If you have any questions, or if you did not initiate this request, you can contact us at
  ************************************************************************* ****** ********* * ************* in the subject line of
  your response.
  Sincerely,
  Customer Service
  
  The company did not receive calls or responses when they were initially sent. The customer has now been billed appropriately for their electric consumption. The company did not enter the customer's residence, as meters are not located inside of homes. This customer's meter is located on a porch. The company is unable to make adjustments to this bill. The customer may contact customer service for a payment arrangement versus paying in full. 

  Customer Answer

  Date: 11/19/2024

   I am rejecting this response because:
  1. The business DID receive several calls following up on the online attempts. I made the calls.
  2. I was NOT billed appropriately for the electric, as I did not receive a single bill for this meter until the company sent me 26 bills at one time.
  3. A JCPL employee DID enter my home, it is not a porch but a sunroom, fully enclosed in glass windows and a dead-bolted door, which was apprently left unlocked.
  4. This company and its customer practices are grotesque and unacceptable. 
  I will NOT re-engage with the company for a payment plan of 26 months worth of bills. I WILL agree to pay the last 8 months of bills, or the company can spend thousands and thousands of dollars litigating this absurd scenario THEY CREATED.
  
  
  
  

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Potomac Edison / First Energy has been overcharging me since last November. We have called them at least once a month and they tell us the new billing program was giving them issues and that the next bill will be correct. The bill has never been corrected and just keeps overcharging us. Each representative said they would take care of the problem and to not pay the bill until the correct amount is reflected on the bill. Its been almost a year and we havent had this resolved. I called them today because I have been given a shut off notice. The representative refused to help and told me weve never called them and never tried to dispute our bill. Theyve been on speed dial and been called at least a dozen times. Something isnt adding up and now were being lied to and want our bill corrected. After a year of nothing being resolved, being lied to, and getting the runaround Im at my end with this company.

  Business Response

  Date: 10/24/2024

  Potomac Edison/ First Energy is not in Potomac Electric Power Company *************** territory.  We have no individual electric account for ****** *******.  A telephone attempt to contact Ms. ******* at ************ to discuss contacting Potomac Edison/ First Energy was unsuccessful. 

  Business Response

  Date: 11/13/2024

  Company records indicate the customer contacted the ********************** by email on 12/28/23 stating she felt the bill was unusually high. The customer felt the bill doubled. The ********************** reviewed the account and replied that the previous month's bill was based on an estimated meter reading and the current bill is based on an actual meter reading. When the
  estimated usage does not reflect your actual usage, the usage will reconcile when the next actual meter reading is recorded. Based on the amount of your current bill, we can conclude that the previous month's bill was underestimated, and the usage has caught up on this bill.
  
  The next customer contact was 1/8/24 by ******* ******* asking about the bill amount by phone call to ***************** The representative documented the account that she needed to transfer to the call to the billing department to assist the customer, however the call was disconnected prior to the transfer.
  
  A disconnect notice issued 9/27/24 for $1410.27 with a disconnect date of 10/14/24.
  
  ***** ******* contacted customer service on 10/11/24 regarding the bills from 11/22/23 to current. The customer stated she felt the bills were not accurate and company not reading the meter. The representative advised readings were every other month. The representative processed a meter test.
  
  The meter has been read bi-monthly as scheduled and the meter has been read properly. The actual reading following an estimate will pick up any difference if over or underestimated. The customer has the option to provide a customer reading on the estimated months. The bills include a bill message advising of if the next reading will be estimated or actual and the dates to call in a customer reading if the next meter reading is scheduled to be estimated.

  The meter was tested 10/15/24 and found to be accurate. The customer was notified by letter. The level of accuracy is within the limits established by the *************************************, all bills previously submitted are correct.
  The meter has been read bi-monthly as scheduled and the meter has been read properly. The actual reading following an estimate will pick up any difference if over or underestimated. The customer has the option to provide a customer reading on the estimated months. The bills include a bill message advising of if the next reading will be estimated or actual and the dates to call in a customer reading if the next meter reading is scheduled to be estimated.
  
  The customer has an accrued past due balance. Only two payments have posted to the account in *****. A payment of $436.69 on 4/5/24 and a payment of $482.34 on 6/7/24.
  
  The account balance is $1885.85.

• Initial Complaint

  Date:11/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding The Illuminating Company’s lack of response to a Bill of Exchange (BOE) submitted as payment for my account. The BOE, a legally recognized form of tender under the Uniform Commercial Code (UCC), was initially sent on October 6, 2024, and subsequently resent to the Pittsburgh payment processing center on October 18, 2024 (tracking number: **** **** **** **** **** ***. I also opened case #*********** with The Illuminating Company on October 31, 2024, and faxed a copy of the cover letter and BOE. However, I have received no acknowledgment, and the payment has not been applied to my account.
  
  The BOE qualifies as a negotiable instrument under UCC § 3-104 and constitutes a valid tender of payment. According to UCC § 3-603, if a BOE is submitted in good faith and not accepted without legal justification, the debt obligation must either be discharged or settled. By failing to apply the payment, return the instrument, or provide a valid reason for refusal, The Illuminating Company is currently in violation of the law under these UCC provisions.
  
  To address this matter, I request PUCO’s assistance to ensure that The Illuminating Company:
  1. Applies the BOE payment to settle my account in full, or
  2. Discharges the account balance up to the amount specified in the BOE, as required by law under UCC § 3-603.
  
  Thank you for your attention to this matter. I look forward to PUCO’s assistance in achieving a prompt and lawful resolution.
  
  Sincerely, ******* *** ***

  Business Response

  Date: 11/17/2024

  Good afternoon, 

  Please find the attached two-year account statement, which details billings, due date, amount due, payments received, etc. for this customer. 

  The customer does not accept BOE’s (Bill
  of Exchange) that the customer is referring to. This customer will
  need to submit payment/s using one of the following payment methods:

  Enroll in Checkless (Direct Debit)
  Online (FE Website)
  U. S. Mail
  Credit Card
  Authorized Payment Agencies    
  Payment over
  the telephone with a representative

   

  Thank you, 

  Compliance 

  Customer Answer

  Date: 11/18/2024

   I am rejecting this response because:
  
  
  Here’s a polished response for you:
  
  
  ***** *****
  ***** ********
  ****** ****** ****
  ******
  
  
  Subject: Response to Payment Refusal of Bill of Exchange (BOE)
  
  
  Dear Compliance Team,
  
  Thank you for your response and for providing the account statement. However, I must address the issue of your refusal to accept the Bill of Exchange (BOE) that I submitted as payment.
  
  The BOE I provided was issued in full compliance with UCC § 3-104, which defines a negotiable instrument as a valid form of payment. Per UCC § 3-603, any properly tendered payment instrument that is refused without legal justification results in the discharge of the corresponding debt. Your response has failed to provide any legal justification for rejecting the BOE as payment.
  
  Furthermore, there is no legal requirement that obligates me to pay using the limited methods you outlined (e.g., direct debit, credit card, etc.). The law protects my right to utilize a legally valid instrument such as a BOE to settle obligations. As such, your refusal to process the BOE without proper justification places First Energy in potential violation of commercial statutes.
  
  I strongly urge you to consult your legal department to rectify this situation immediately and ensure compliance with the law. Should you have any questions or require further clarification, please do not hesitate to contact me directly.
  
  I trust First Energy will act in good faith to resolve this matter promptly and in accordance with applicable laws.
  
  Sincerely,
  
  ******* *** ***©
  ******* *** *** ****
  ******* ********* ****** *****
  

  
  
  

  
  

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible Service and Pathetic customer Care.
  Streetlight was down since June'2024 and now its November still no response. Every time i call they are busy addressing other issues and this is least priority. But 6 months is too late.
  Also they close ticket without any response and open new one after every call.
  
  Latest ID or Ticket Provided: ************

  Business Response

  Date: 11/15/2024

  The customer's concerns regarding the streetlight were forwarded to the local Line Operations Center.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billed an extraordinary amount of money by Potomac Edison, without cause.
  
  Our average daily electric usage over the last year has been 9 kilowatts/day. However, in July we were billed $695.80, for an average of 50 kilowatts/day. We do not currently live at this address -- we travel for 11 months of the year, and the only things running electricity in this apartment are as follows; AC unit set to 80 degrees (new unit recently installed three years ago), refrigerator, clock on stove.
  Our landlord is an electrician, he performed checks of all electrical equipment running in our apartment, which amounted to less than 6 amps. The same as a toaster. Everything except aforementioned appliances are off and unplugged, including hot water heater. We have appealed to Potomac Edison over the course of 5 months with this same data, but they insist that the meter is not faulty or broken and will not issue a refund. They will not change the meter out and we are unable to resolve the issue even with the help of a supervisor.
  
  We appeal to the BBB on this matter in hopes of resolving an ongoing issue of extortion and fraud.

  Business Response

  Date: 11/12/2024

  Potomac
  Edison records indicate a complaint was filed with the PSC in August by the
  customer.
  
  The
  company reviewed the complaint and addressed the concerns of the customer.
  
  Potomac
  Edison records indicate that the customer disputed the bills issued July 27,
  2023, and August 30, 2023, during a call to the company October 23, 2023. The
  meter was tested October 31, 2023, with average results of 99.20% proving the
  meter is accurate.
  
  A
  bill issued July 1, 2024, for an estimated reading of ***** for $55.19 due July
  22, 2024.
  
  The
  next bill issued July 30, 2024, for an actual reading of 71287 for $695.80 due
  August 19, 2024.
  
  Potomac
  Edison schedules and reads their meters on a bi-monthly read cycle. We render
  bills monthly. The interim monthly billing issues based on an estimated usage
  calculation.
  
  The
  meter has been read bi-monthly as scheduled and the meter has been read
  properly. The actual reading following an estimate will pick up any difference
  if over or underestimated.  The customer
  has the option to provide a customer reading on the estimated months. The bills
  include a bill message advising of if the next reading will be estimated or
  actual and the dates to call in a customer reading if the next meter reading is
  scheduled to be estimated.
  
  The
  customer contacted the company regarding the bill. The representative advised
  previous month was estimated and the current reading may be making up for an
  underestimate. The customer stated he did not believe it is correct; he is out
  of state a lot. A check read was processed to the field office to verify the actual
  reading.
  
  The
  field office checked the meter reading on August 8, 2024, and the reading was
  72542 proving the meter reading advanced an additional 1255 KWH since the
  actual reading on July 25, 2024. The bill issued is correct. A letter was
  issued to the customer on August 9, 2024.
  
  The
  next bill issued August 30, 2024, for an estimated reading of 74102 for $380.36
  due September 19, 2024.
  
  Potomac
  Edison records indicate that the PSC requested to have the meter tested via an appointment
  on September 9, 2024.The meter was tested with average results of 99.36%,
  proving the meter is accurate.
  
  The
  customer contacted the company regarding the bill. The representative advised this
  month was estimated; therefore, it was based on the previous usage from the
  month before. The customer stated he did not believe it is correct for there
  had been no changed in the home, and that the landlord tested the amps and
  found no large jumps from appliances. A check read was processed to the field
  office to verify the actual reading.
  
  The
  field office checked the meter reading on September 24, 2024, and the reading
  was *****; therefore, the bill was overestimated. The company reversed the
  previous bill and rebilled the customer based on the actual read for $214.85,
  no payment was due for the account was paid in full. A letter was issued to the
  customer on October 1, 2024.
  
  The
  next bill issued November 1, 2024, for an estimated reading of 72974 for $31.62.
  The remaining credit of $133.89 will apply to the future bills till used in
  full.
  
  The
  company’s responsibility ends at the meter. The customer is responsible for
  maintaining and operating appliances and equipment inside the home.
  
  Thank
  you,

• Initial Complaint

  Date:11/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** turned on our electricity to our new home August 27th 2024. Since then, we have not received a single statement or bill and have been trying to contact them to resolve this issue several times and have not been able to get into contact with anyone. When we call we sit on hold for over 90 minutes at least, only to be told there is no account number for us and they need to keep looking into it. Weve read several reviews of similar stories where JCP&L will leave their customers waiting for months for a statement to show up and then all at once get charged for 4+ months worth of electrical bills. ***** is owned by First Energy and unfortunately they have a monopoly over the larger *********** area. Because of this monopoly they take advantage at their customers expense. Its a question of ethics as a business. Theyre not just keeping customers on hold for hours they also have multiple unique phone numbers posted across different platforms that lead to nowhere. These are the few that weve seen listed:************ ************ ************ I hope something can be done about their customer service issues because with a necessary utility like electricity it should not be difficult for your customers to get in contact with you Thank you for taking the time to read my complaint.

  Business Response

  Date: 11/12/2024

  This was escalated for handling. The account has been billed current. A 30-day hold placed on the account. The applicant for service is not the same name listed on the complaint; therefore we did not leave a voice message with details.