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

• 

  FirstEnergy Corp.

  1910 W Market St Akron, OH 44313-6938

• 

  Allegheny Energy Inc

  2800 E College Ave State College, PA 16801

• 

  Allegheny Energy Inc

  1 E Washington St P.o. Box 891 New Castle, PA 16101

• 

  Allegheny Energy Inc

  365 Washington Rd Washington, PA 15301

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:11/01/2024

  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. 

• Initial Complaint

  Date:10/28/2024

  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.

  First energy corp (Jersey central power and light) has attempted to charge me $400 plus for my bill last cycle conveniently based on an “estimated amount.” When given the actual meter reading I was told that the bill was “significantly less” and that a new bill would be sent. That bill never came. They are now sending me a bill claiming that I owe over $800 for electricity and that the former incorrect amount is past due. After two phone calls I was told the account was “on hold” and that I didn’t owe anything until the amount was resolved. They haven’t resolved anything, are claiming I owe them over $800 and are not helping in any way. I live in a 900 square foot house. Even in the midst of summer, with three inefficient window ac units going all day, my bill is less than $200. They are trying to scam me based on an “estimated reading” meaning they use the highest amount from the previous year. How convenient for them! I supplied them an actual meter reading. No air conditioners, no new appliances, nothing has changed in my house at all. There is no way I could have used $800 in electricity. That’s more than five times any previous bill.

  Business Response

  Date: 11/07/2024

  The customer received two estimated meter readings which came to a bill of $814.33 for a two month period, as the prior month was not paid. The customer contacted the company regarding the estimates and requested the account be rebilled. The customer was advised to allow time for completion. The account has been rebilled for a balance of $451.40 which is the total for the two month period that has not been paid. The customer has requested additional adjustments after receiving this bill which are being further reviewed. The customer is asked to allow a week for review. 

• Initial Complaint

  Date:10/24/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FIRST ENERGY IS REFUSING TO ANSWER MY INQUIRY ABOUT ACCEPTING PARTIAL PAYMENTS

  Business Response

  Date: 11/04/2024

  10/28/24 – Customer contacted the
  Company via Company website asking:
  Do you accept partial payments?
  What is my regular monthly bill without PIPP?
  Company personnel responded to the
  Customer advising:
  ****** ******,
  Thank you for contacting
  FirstEnergy. Due to an increased volume of emails, our response times have been
  delayed. We appreciate your patience and regret any inconvenience this has caused. We are happy to assist
  you. We received your reverification on 10/17/2024. Your new PIPP amount is $89.00,
  and it is due on 11/14/2024. You are welcome to make partial payments, however, the full balance of $89.00 would need
  to be received on 11/14/2024.
  Have a great day!
  

  10/28/24 – Customer contacted the
  Company via Company website asking:
  Do you accept partial payments?
  How much would the partial payments be?
  Company personnel responded to the Customer advising:
  ****** ******,
  Thank you for your reply. We are happy to assist you. We want
  to clarify that when enrolled in the PIPP Program, the account is not eligible
  to be enrolled into an installment plan.
  Your PIPP amount is $89.00, and it is due on 11/14/2024. However,
  you have the option to make multiple payments if needed, as long as the full
  balance of $89.00 is received on 11/14/2024 it will not be considered past due.
  We regret any confusion that may have been caused. 
  For information on Assistance and Service Programs, including
  any grants you may qualify for to assist with your current balance due, please
  visit ***********************************
  We have received your complaint through the Public Utilities
  Commission of Ohio on 10/28/2024. We hope this information is useful.

  The Customer can make multiple payments on their account as long as the full amount due is received by the due date.  If the full amount due is not received by the due date the balance would be considered past due. Any time there is a past due amount due on an account a disconnection notice could be issued. 

   

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/16/2024

  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.

  i’ve been trying to get a service upgrade for my power and I get endless runaround from West Penn Power and suggestions from their scheduling coordinator that they call my number and it’s disconnected. This is total **. I think they’re lazy incompetent unresponsive and completely inadequate. I have a power upgrade schedule on my side of the interface and I can’t seem to communicate with anybody on their end to help me with the situation. There is no way to do an online complaint about service or responsiveness. It’s like they’re immune to any kind of responsibility for quality customer support. I repeatedly complained to a local tech who gave me a phone number for the “scheduler” at ************, who had told the tech rep that my number is blocked which is total **. It sounds to me like they’re just not responding and making up excuses not to be responsive. This is by far the worst power company I’ve ever dealt with all over the United States. There’s no effective way to make a complaint on their website. They hold times to talk to somebody or over an hour or more and you frequently get disconnected. They should go out of business and have somebody competent handle power for this area

  Business Response

  Date: 10/21/2024

  Based on company's records the initial call was received on 09/26/24 and since then the company has been in contact with the customer several times. The customer will need to complete their requested work prior to the company completing what they need to. The customer should understand service upgrades can take some time however will be completed as fast and safe as they can. Thank you. 

• Initial Complaint

  Date:10/16/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 3 months ago, I accidentally set myself up for a budget plan/installation plan due to a much higher bill than normal. Now I pay 2-3 times my average payment and my actual usage amount. I can not afford this nor do I think I should have to pay more than the amount I actually use due to a misunderstanding on my part when I set up the plan in the first place. All I want is to be removed from the plan and only get charged for the amount of electric that I actually use. ******* will not take me off the billing plan/installation plan until I pay over $1,000 where as I've only used about $300 of that in electric over the past 3 months. I've also paid ******* about $550 in the past 2-3 months and my actual usage over the pas 2-3 months was about $260 at most. I've been told my electric will be shut off on October 28th if I don't pay at least $346. I do not have that right now. I have a 7 year old son and can not go without electricity...especially with winter coming.

  Business Response

  Date: 10/16/2024

  Following a review of the customer account, here are my findings. 
  
  On July 17, the customer had a balance due of $579.31. ($292.31 was past due and $287.00 was the current months budget amount.  The customer contacted the Company and initiated a Self-Serve Credit Interaction.  The customer was offered options such as assistance information and a *** referral, but all was refused.  A Financial Summary was taken.  The customer was offered an installment plan on the balance owed of $579.31 on their budget.  The customer was offered and agreed to a short-term installment plan for 6 months. The installments were $96.00 plus the budget by the due date. (The last installment would be $99.31.)  While being on a payment agreement the customer is required to be on a budget. However, this did not affect this customer as they were already on a budget plan and are currently in the 9th month. Once the agreement is satisfied the customer will just have their budget amount each month.
  
  The budget is set up to offset the high and low season bills with a more level payment.  This customer’s actual usage increases significantly in the winter months, based off the customer’s most recent 12-month usage history.  The winter month actual usage bills in the prior year ran between $450.00 and $600.00.  The budget plan helps the customer to avoid the seasonal or high winter months bills. The Customer's budget amount is based on a 12-month average bill that is reviewed every three months and adjusted as needed to ensure they pay off what they have used in the 12-month period.  An adjustment in the Customer's monthly amount could be the result of a change in usage, in their actual cost of service, or extreme weather conditions. Once a year, the Customer will receive an anniversary bill.  This bill will be for the difference (Credit or Debt) between what the Customer has paid during the previous 11 months and the actual cost of the energy the Customer used for that 12-month period. (So regardless of if the customer is on or off a budget, in the end they pay the same amount, one is just a more level way of paying to help budget.)  
  
  The customer’s bill has a breakdown on it each month.  On the right side of the bill is the “Account Summary”.  This will reflect the balance as of the last bill minus any payments and provide the balance if any remaining.  Below that it will provide the current months charges (budget, late fees, any misc. charges, and installment plan amount due). Finally in that section it will reflect what the customers actual balance is.  When this bill issued 09/26/24, the customer’s actual account balance was $1332.54. (This balance would be what the customer would owe if they were removed from the budget and installment plan and ended their service as of that read date.)
  
  In this customer’s case on the current bill that issued on 9/26/24 and has a due date of 10/16/24.  The balance from the prior months bill was $442.00 (Budget & installment), there was no September payment made prior to the bill issuing – leaving $442.00 past due.  The current months charges are $448.63.  Which includes the budget, installment plan amount, and late fee). The past due of $442.00 plus current charges $448.63 = $890.63 due.  A payment was received for $100.00 then on 9/28/24, bringing the balance due down to $790.63. 
  
  Below the “Account Summary” on the bill is the meter reading information. 
  
  The next section is the “Charges from *******”.  This section reflects the breakdown of the billing charges and the actual usage charges for that month.
  
  Following that section is the “Equal Payment Plan Summary” (Budget) section.  This section reflects the total charges the customer has been billed so far on their budget plan versus the actual usage charges or what they have used so far in their budget year.  
  
  The final section is the “Consumption Installment Plan” section.  This section allows the customer to keep track of the installment plan balance and what has been received to date as of that billing.
  
  I went through all of this just to try to ensure the customer has a good understanding of their bill.  
  In reference to the customer stating that they only used about $300 of electric over the past 3 months.  That is true because those are the months in which their bill runs the lowest.  (summer months).  It is not known if the customer will be using the same heat source or whatever was being used in the prior winter season that caused the bills to increase significantly, or if something has changed that will reflect a change in their winter consumption.  If the customer would like to discuss their bills, they can contact us at **************.
  
  On the customer's current bill, it states the customer's budget amount beginning with the next month's bill will be $330.00.  This information can be located on the left side of the bill under the messages.
  
  Please also note, the customer also filed a case with the ***.  On this case a "*** payment agreement" was requested and granted today, 10/16/24.  The arrangements were set up as directed by the **********.  Terms are the budget, plus $91.00.  The customer is no longer in threat of termination as this new agreement has been established on the account.  The next bill will issue on or around 10/28/24 and be due 20 days later.  To avoid future collection activity payments will need to be paid on by the due date.
  
  I hope this information was helpful.

   

  Best regards.

  
  

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have illegitimately been double billed for the month of September and expect to have the second billing removed from my account.

  Business Response

  Date: 10/17/2024

  8/27/24- electrician applied for a work order to upgrade the customers service to 200 AMP.
  
  9/27/24 - Bill issued for dates of service from 8/22/24 (actual read *****) to 9/24/24 (estimate read *****). The bill was estimated as scheduled. Total estimated charges $132.03 for 946 kWh.
  
  Per Work Order the meter was removed due to upgrade - the meter was removed on 9/26/24, with a reading of *****. A new meter was set with a meter reading of *****.
  
  Based on the actual reading obtained 9/26/24, the previous estimate was too low. The 9/27/24 billing was cancelled and re-issued to a new estimated amount based off the actual read obtained 9/26/24. The corrected bill issued on 10/4/24 for the billing dates of 8/22/24 (actual read *****) to 9/24/24 (estimate read *****). Total charges of $255.31 for 1874 kWh used.
  
  The company was able to check the reading taken off the meter that was removed and found that the final reading was misread. The correct reading on the meter when removed was *****. The company has corrected the account based on the correct reading when the meter was removed. A corrected bill was issued on 10/16/24. The account balance is a credit balance of $5.85. 

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get electric service for over 8 weeks. When trying to start this process I was on hold for over 4 hrs and when they transferred me for the 4th time I was disconnected without a return call. the next call was over 3 hrs but the process was started. It has been over 8 weeks on the self service list and no electric. I called just to make sure there was not an issue or if the system lost my request. I was on hold for 1 hr 37 min and transferred once. The rep was verifying my info, for the second time, and we were disconnected. they called back and I answered but they didn't say anything, I had great phone service. I called back and now it is 1.75 hr hold time at which point I assume I'll be transferred for another hold period. These wait times are unacceptable. I just want my electric hooked up.

  Business Response

  Date: 10/11/2024

  Company
  records indicate that a web request via the company website was received July 7,
  2024.
  
  Company
  representative created the work order for customer on July 9, 2024.
  
  Company
  received contact from the customer on July 11, 2024, via customer service. The
  customer requested a call back. The callback was performed; however, there was
  no answer, and a voicemail message was left with the customer.

  Company scheduler called the customer on August 19, 2024, there was no answer and a voicemail was left.
  
  Company
  records indicate on October 8, 2024, the customer contacted the company via
  customer service to check the status of the work order. The representative
  transferred him to our New Service department.
  
  Upon
  call review the line disconnected with the customer and the representative
  attempted to call back; however, no answer.
  
  The
  company reached out to our Work Management department for follow-up.
  
  The
  company scheduler sent a crew on site to complete the job for the customer on
  October 9, 2024.
  
  Thank
  you, 

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. With the note that I didn't answer the 1st call back because it was 6 hours after I requested it with the other option being waiting on hold. 

• Initial Complaint

  Date:09/30/2024

  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.

  I'm real estate investor with ****************************. I bought house back in 2019 I was holding property for ***. House was vacant all 6 mo while we did some updating. However i was receiving outrages electrical bills. I called multiple times for them to send someone to see what could an issue, Nothing has been done. **** was over $3100 which is impossible for 6 mo vacant house. This issue just came out on my current property I just purchased. This is unacceptable and after 5 years its a never been resolved by company. They can easily see bill current people who bought this house and almost guarantee its not high as my bills for short time holding it.

  Business Response

  Date: 10/02/2024

  Please provide the account number, service address and the name as it appears on the bill(s) in question.  

• Initial Complaint

  Date:09/29/2024

  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.

  We have been undergoing this issue for quite some time we have been reaching out for all assistance to help us lower our bill and grants that would help us pay them. we have 2 kids in the house one that has asthma and requires nebulizer treatments. I have been trying to pay this bill myself as my fiancé has just mow got the chance to get out to make some money but not enough in this day and age to get the bill down. We did use my sons medical certifications for his asthma to stop them from shutting it off but they said that is exhausted till we pay $9000 which somehow our bill got that high I have tried asking them to get someone out to verify my meter and or check why my house is pulling this much electric in a family of 4 in a trailer we are to be without heat and ac I believe they said the shut off is the 30th if I did not contact you guys so I’m hoping this helps our case.

  Business Response

  Date: 09/30/2024

  Good afternoon,

  On 6/17/24, a bill issued for the past due amount of $3729.67 and current charges of $465.39 for a total of $4195.06 due 7/8/24.
  
  06/18/24 - ******* ***** (Fiance) contacted the Company regarding termination notice. All factors were considered.  Financial and household information was collected. Assistance information was provided.  Account balance was reviewed. Customer was quoted $3729.67 to maintain service.  Customer was not satisfied. Customer was given rights. Customer also given a new term date of 06/29/24.
  
  7/2/24 - A termination notice was issued in the amount of $8117.94 scheduled on or after 07/17/24.
  
  07/15/24 - ******* ***** (Fiance) contacted the Company regarding termination notice.  No PFA was noted. Financial and household information was collected. Assistance information was provided.  Account balance was reviewed. Customer was quoted $3697.67 to maintain service. The Customer claimed medical.  The Customer was provided information on filing a medical certificate. Per customers request, a medical certificate was sent to the doctor and fax number provided by the customer.  Customer was satisfied.
  
  7/15/24 - Med Certificate was received by doctor and a 30-day lock was placed on the account.
  
  On 7/17/24, a bill issued for the past due amount of $4195.06 and current charges of $430.00 for a total of $4625.06 due 8/6/24.
  
  On 8/15/24, a bill issued for the past due amount of $4625.06 and current charges of $430.00 for a total of $5055.06 due 9/4/24.
  
  08/21/24 - ******* ***** (Fiance) contacted the Company regarding termination notice.  No medical is available. No PFA was noted. Financial and household information was collected. Assistance information was provided.  Account balance was reviewed. Customer was quoted $3697.67 to maintain service.  Customer was not satisfied. Customer was given rights. Customer also given a new term date of 09/03/24.
  
  09/03/24 - A termination notice was issued in the amount of $8876.41 scheduled on or after 09/17/24.
  
  09/16/24 - ** ****** contacted the Company regarding termination notice.  No medical is available. No PFA was noted. Financial and household information was collected. Assistance information was provided.  Account balance was reviewed. Customer was quoted $4593.06 to maintain service.  Customer was not satisfied. Customer was given rights. Customer also given a new term date of 09/30/24.
  
  On 9/17/24, a bill issued for the past due amount of $5055.06 and current charges of $502.47 for a total of $5557.53 due 10/7/24.
  
  The Customer has had prior medical certificates as follows: 07/17/24 (balance, $8556.33),05/17/24 (balance, $8205.34), 04/19/24 (balance, $7940.44).  The Customer has had 3 medical certificates to postpone termination and did not meet payment obligations for an additional medical certificate as the delinquent balance has not been paid to zero.
  
  The customer was on a defaulted company agreement that was not satisfied. This agreement was deactivated when the customer was setup on the current PUC case ******* agreement. 
  
  The customer is actively on a defaulted PUC case ******* agreement that has not been satisfied. The catchup amount is $. The agreement is to pay the budget plus $87.00 toward the past due balance. 
  
  The Customer has had two or more defaulted payment agreements and is not eligible for a new agreement. 
  
  The customer may want to seek assistance. The customer was provided assistance agency phone numbers. 
  
  Please see the attached account statement detailing billing and payment history. 

  Thank you.

  Penelec Compliance Department
  

  Customer Answer

  Date: 10/02/2024

   I am rejecting this response because: I need to have some sort of affordable outcome that I can pay to keep my electric my son really depends on this I have been in contact with multiple churches and many options provided by the help hotline. I attached my paystubs and the assistance I am hoping will help us. With my income being the only one in my family of 4 I just want to make this bill right and go away without having to lose my service just to catch up my bill
  
  
  
  

• Initial Complaint

  Date:09/29/2024

  Type:Order 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 seeking a refund from West Penn Power/FirstEnergy Corp. I was a co-owner of a house that the electricity was supplied by West Penn Power/FirstEnergy Corp. When the house sold, I was supposed to get a refund for an overpayment, but I haven't so far. The refund was supposed to be handled through North Lane Technologies. I've reached out to North Lane Technologies multiple times to attempt to claim the refund, but I haven't had any success with them. To their credit, they sent a prepaid credit card, but the card was in my dad's name. My dad died in October of 2022. My mom passed away in June of 2024. When the card first arrived, I called and explained my dad was deceased. They gave me an email address to attach pictures of a death certificate. I sent a picture and never heard anything. When I contacted them again, my mom had recently passed, I was told to send the death certificates to their P.O. box. I mailed the death certificates and never heard anything. I called again and was told I should have included the reference number, but that could be handled by email. I got the reference number and emailed them with attachments of the death certificates, but I never heard anything. The refund was for over a thousand dollars. In my world, that's nothing to scoff at. I'm simply seeking a resolution with West Penn Power/FirstEnergy Corp. I just want what they owe me. Nothing more.

  Customer Answer

  Date: 10/02/2024

  [[BBB transcription via email, see attachments]]

   

  To the staff of North Lane Technologies, Inc., 
  
  
                    My name is ********** ******* ****. I'm the son of **** ******* ****. I've already sent a packet containing death certificates along with a copy of the legal power-of-attorney documents for my mother to **** *** ***, ************, ** *****. That's what I was asked to send when I explained this whole situation to a representative when calling **************. 
  
                     Both my parents are deceased now. My father, **** ******* ****, died on October 13, 2022, and my mother, ********* ***** ****, died on June 27, 2024. I've attached a picture of my dad's death certificate below. My telephone number is *************. I would really like to resolve this issue with the prepaid Mastercard that was sent in my dad's name. Thank you for your time. 
  
  Sincerely,
  ********** ****

  Customer Answer

  Date: 10/02/2024

  [[BBB transcription via email, see attachments]]

   

  To the staff of Northlane Technologies, Inc., 
  
  
                          My name is ********** ****. I recently received a prepaid Mastercard in my father's name. I'm absolutely certain that the refund is connected with a property that my mother and I sold recently. That house was located at **** ****** ***** ************* ** ****** We currently live at **** **** ******** ******* ************* ** *****. The house was sold through ****** *****. Her telephone number is *************. She can also be reached at the RE/MAX Realty Agency on ******** ***** ** ******* *************. 
  
                           Sadly, my father, **** ******* ****, passed away on October 13, 2022. The electricity for the property we sold at **** ****** ***** ************* ** ***** was provided by West Penn Power. West Penn Power must not have transferred the account to my name, even though my dad had passed away in 2022. I foolishly went ahead and activated the prepaid Mastercard today, and then immediately realized it might cause a problem since the card had been issued in his name. I called ************** to straighten this all out. I was given this email address by the representative who I spoke with. Here's pictures of my dad's death certificate. My telephone number is *************. Thank you for your time. 
  

  
  

  Business Response

  Date: 10/04/2024

  Mr. **** will need to contact North Lane at ************ to discuss his concerns with the refund as the refund was issued by North Lane.  North Lane is a third-party
  vendor that remits and manages most refunds on behalf of FirstEnergy in the
  form of pre-paid debit cards or checks.

  Customer Answer

  Date: 10/05/2024

   I am rejecting this response because: I've already gone through all this runaround with North Lane Technologies. I want to be emailed or receive a call from someone who handles refunds for North Lane Technologies. My experience has been the customer service of North Lane Technologies is terrible. I just can't understand how it's possible they haven't received the death certificates I mailed to their P.O. Box or the emails I sent them. Personally, I think their initial response is just a bureaucratic response and is not an acceptable resolution to figuring out why there is so much disorganization on their end. I sent them emails, and I mailed the death certificates to their P.O. Box. I think someone with North Lane Technologies needs to do some checking and figure out what happened with the documents I'd mailed to their P.O. Box. That would be a great start to an appropriate response. Unfortunately, unlike an insurance company, I can't go through a knowledgeable insurance agent to act as a liaison with the company. I really think I need to be placed in touch with someone higher up the chain than a customer service representative of North Lane Technologies. The death certificates I mailed were twenty dollars each.