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

• 

  Jersey Central Power and Light Co.

  1 River Centre 331 Newman Springs Rd Bldg 3 Red Bank, NJ 07701

• 

  Jersey Central Power and Light Co.

  1 River Centre 331 Newman Springs Rd Bldg 3 Red Bank, NJ 07701

• 

  FirstEnergy Corp.

  PO Box 167 London, OH 43140

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:08/07/2024

  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.

  On August 6, around 4:00 PM, a tornado struck our area, resulting in a power outage. I called the company multiple times to inquire about an estimated time for power restoration, but I was consistently denied this information. Additionally, after 20 hours without power, I was informed that no compensation would be provided.
  
  As a diligent customer and homeowner, I ensure my bill is paid on time every month. I did not expect such dismissive treatment from their employees and supervisors regarding this matter. The lack of maintenance and the extended power outage have caused significant inconvenience.
  
  I am formally requesting compensation for the disruption and the associated difficulties experienced due to the prolonged power outage.

  Business Response

  Date: 08/12/2024

  On August 6, our service territory was hit with inclement
  weather, including two tornados. We experienced wind speeds up to 110mph. We
  had roughly 470,000 outages in the state of Ohio, within our footprint. Due to
  the excessive volume, we are unable to give specific eta’s for outages.
  However, we are estimating approximately 95% of customers to be restored by
  8/14/24. These global eta’s have been provided to our customers through various
  communication channels, included our contact centers, local news channels, and
  social media platforms. We ask that our customers be safe and patient while we
  work around the clock to restore service. Upon reviewing this demand, we found
  no evidence of willful or wanton actions by a company employee that would
  substantiate compensation. We respectfully decline this request. 

• Initial Complaint

  Date:08/07/2024

  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.

  On August 6th around 4:30pm we lost complete power.
  We reported to Penn Power promptly. Our home is supposed to be flagged for medical. It has always been because our daughter has a bad heart (hole in her heart)
  We use a medical machine to sleep at night.
  
  After 5 hours zero update, I called as I was at work and was supposed to get a call back. I did not. I also work as a first responder and work 12’a and have yet to see any crew members.
  After 6 hours wife finally spoke to someone and she told her to get another place to stay. We have 8 children and to find a place is not cost effective.
  We called back again and the representative kept saying she couldn’t hear us and just hung up. No call back.
  We are on the 13 hour, still no crews, no updates, and zero calls.
  Penn Power had no empathy towards the health of a child.
  We have to throw out several hundred dollars of food, call off work, try and figure out how to get our two kids doing classes electric and internet, and my wife wear hearing aids and they can’t be charged.
  All of those things do NOT come close to the health of our child and that Penn Power has done nothing to help.
  We pay $400 plus a month and treated like our child does not matter.
  Penn Power should be ashamed.

  Business Response

  Date: 08/07/2024

  On 8/7/24, the customer contacted
  the company via web/online with the following message. “We have been without
  power for 19 hours. I am on our swat and police team I need to be able to
  communicate. Not only that, but our daughter also has a hole in her heart and has a
  flagged medical account. Last night it said by last night. Then it was not
  updated. Now it says no time estimated We also had sparks around the box and
  the fire department was notified while I was on duty and they dispatched it to Penn
  power and still nothing. **** ***** **** ** ********* **”

  The company responded to the customer
  via web/online. “Hi *****, we realize that outages are frustrating, and we
  appreciate your patience. Due to the amount of damage caused by the severe
  weather that recently passed through our service area, we are unable to provide
  a restoration time at this time. However, our service crews, and employees who
  support them, are doing their best to restore power as soon as possible. An
  estimated restoration time will be provided when available. The majority of
  customers are expected to have power restored by 11 p.m. tomorrow. Due to
  having a resident with a medical condition residing in the home, we will send
  you a Critical Care form through the mail, a form for you and the doctor of the
  patient in the home to sign/fill out. Once the form has been successfully
  completed and received, we will note your account that life support equipment
  is being used.  In the event of an outage, this will place a higher
  priority on your power restoration.  If an outage is going to last more
  than 24 hours, we will attempt to notify you.  In addition, if there is a
  planned outage we will attempt to notify you 24 hours before it is scheduled to
  occur.  Please understand, we cannot guarantee access to electricity 100%
  of the time, and you may need to plan for power outages. We appreciate your
  patience during this time."

  
  The customer responded to the
  company via web/online with the following message. “I really was trying be nice
  but the response about the medical form is just plain retarded and yes I said
  retarded. If you’re offended, get out of customer service. I was in the Marine
  Corps, I’ve been a police officer since I was Honorably discharged, an undercover
  drug task force officer since 2003 and a swat team leader since 2005. I know
  what BS has to be feed to people to be nice when I’m working. However, I’m not
  working so I don’t have to handle you with kid gloves. How do you think it
  would be received by a citizen if they called for a medical emergency and I
  told them to fill out a form. Then put that form in the mail like we live in
  1900 and the Pony Express will deliver it. By the time you send the form, I complete
  it and send it back, the emergency is no longer an emergency. People would
  probably be dead.  There are literally 3 houses that do not have power,
  surrounded by 50 houses that do have power.  My house and the houses
  around me are less than 10 years old and all the electrical lines are newer
  underground lines. Obviously water flooded the green service box outside my
  house and caused the problem. This is not a tree down on high tension power
  lines or replace an entire utility pole.  The box was sparking and smoking
  so I’m pretty sure this is important. I also know Hermitage Fire Department
  reported the sparking and smoking box. So, they felt it was an emergency and
  important.”

  
  The company responded to the customer
  via web/online. “Thank you for your reply. We only offered this option to you
  since you stated there is a medical condition in the home and this can be on
  file for future outages. A 911 emergency ticket was placed from a local
  dispatcher, and we are aware of this. We understand the importance of your
  outage, and we know this can be frustrating. With people around you having power,
  they are on a different circuit than you. Please know that we are working
  around the clock to restore service.”
  

  Company records show the service
  was restored at 1:13PM today, 8/7/2024. The outage was restored within 21
  hours. A company line manager pinged the customers meter and confirmed the
  customer does have power. The company reviewed the customer records on the account,
  and company records do not have this customer as a medical priority. As stated above,
  a company representative advised the customer to fill out a form for medical
  priority.
  This is a very extensive storm, and
  crews are doing their best to get the outages restored and even if they have a
  medical priority, I believe the priority is to be restored in less than 24hrs
  which they were.
  

  The company is in the process of a
  major outage and restoration processes were being done across the service
  territory causing a delay with this customer reconnect.  The company is utilized all available
  resources to continue with storm trouble and restoration and apologizes for the
  delay in restoration of service.
  FirstEnergy’s restoration process
  is designed to restore power safely and efficiently for affected customers.
  Crews are focused on responding to hazardous situations and high priority
  damage locations. When company personnel arrive on scene, the damage is
  assessed. It is then determined what materials and action are needed in order
  to restore the service. When possible, an estimated restoral time is given in
  an effort to provide customers with a rough idea of when the power will be back
  on so that they can make other arrangements if needed. Again, this is an
  estimated time and can change depending on what circumstances arise during the
  restoration process. The Company makes every effort to restore a customer’s
  electrical service as quickly as possible; however, also employs a methodology
  that prioritizes restoration based on the customer type and the number of
  customers interrupted. Emergency services such as fire, police, health,
  communication, or public utility outages are given priority. After addressing
  emergency services, the largest blocks of customer are then given priority by
  order of magnitude, with the largest blocks restored first.
  
  If the customer does have medical
  issues, the company recommends that the customer contact the company and fill
  out a Critical Care Application. A Critical Care Application will be mailed to
  the customer with instructions about the written confirmation that will be
  required from their doctor. The Company cannot guarantee access to electricity
  100% of the time. The customer will need to plan for power outages with a
  battery back-up, a portable generator, and/or an alternate temporary living
  location.
  
  Up-to-date information on the
  company’s restoration effort, current outages and additional safety tips
  were/are available at ***********************. Information also is available
  via the company’s Twitter accounts. For a list of all accounts, visit *********************************************
  
  FirstEnergy’s new communication
  tools provide customers with simple and convenient ways to get the most current
  information related to their electric service, using the mediums they prefer.
  Mobile website and smartphone app
  offer on-the-go access to account services with our mobile-optimized website
  and smartphone app, customers can easily manage their electric accounts on the
  go. Customers will automatically connect to the mobile website when using a
  smartphone to visit *********************** or any of the operating company
  websites. The apps for our 10 electric operating companies are available for
  Apple® iPhone® and Android™ smartphones. Use the keyword
  "FirstEnergy" or search for your utility by name.
  
  Features include:
  Secure management of a customer’s
  electric account.
  Access to our full website.
  A click-to-call feature to reach
  our contact centers.
  Easy outage reporting and access to
  the mobile-optimized 24/7 Power Center outage maps.
  
  Enhanced 24/7 Power Center provides
  the most current outage information
  Our enhanced 24/7 Power Center
  outage maps, available at ***********************/outages, now display
  individual outage locations with best-available estimated restoration times, as
  well as the possible cause of the service disruption.
  In addition, customers can receive
  a status update on a reported outage by logging into their accounts on the full
  or mobile website. Information about other outage activity in the customer’s
  area also will be displayed.
  Alerts offer important
  notifications related to power outages or bills
  Customers can sign up to receive
  automated emails or text messages to stay informed on topics including:
  Restoration updates in the event of
  an extended power outage.
  Notifications of expected power
  interruptions for scheduled service reliability work
  Severe weather alerts in advance of
  storms.
  Billing reminders, including new
  bill available, payment due, payment posted, or no payment received.
  Reminders of scheduled meter
  reading date.
  Get personalized account
  information with two-way text messaging
  Using a series of short codes,
  customers can send text messages to ****** (LIGHTS) to report a power outage,
  request a status update on a reported outage or make billing inquiries from a
  mobile phone. This customer-initiated tool utilizes the existing text message
  service on a mobile device. Short codes and frequently asked questions are
  available at ********************************
  
  Thank you.
  Compliance Department

• Initial Complaint

  Date:08/06/2024

  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.

  I've been without power over a week since my request to turn it on. I've emailed them several times with no response. I explained in the emails that we've had weather in the 90s, and that we can't use a refrigerator because they haven't turned our service on. To clarify: this is to START service. It hasn't been shut off for nonpayment or anything. Moving into an apartment at the end of a month for when rent is due at the beginning of the next is not uncommon, but this company apparently sees no issue leaving people who do that in the lurch. I called their customer service, and had to navigate an awful robot system that kept asking me for the same info over and over, and it even acknowledged I asked to speak to an agent, but that it couldn't put me through because it "needed information to give to the agent." When I finally got through the system, it told me it estimated a 10 minute wait and offered a callback service. I accepted the callback. I waited a half hour and was not called back. I called back in, navigated the system again, and then this time it told me it'd be a 45 minute wait. I waited. I was left on hold past 6 PM, when they closed, without ever being able to speak to someone, even though I was technically in the queue twice. They have a monopoly on a service because they're the only provider in an area, so I'm completely reliant on them for power.

  Business Response

  Date: 08/12/2024

  Company records show the customer made an application for service online on Saturday, 8/3/24. On Monday 8/5/24 a letter was mailed to the customer advising of the $84.00 security deposit that was required to establish/ turn on service in her name. On 8/7/24, the company spoke with the customer and established service in her name and turned on the service. The Security deposit of $84.00 will be included with the first bill issued.

• Initial Complaint

  Date:08/06/2024

  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 a forced customer of Potomac Edison Electrical Company. I am disabled and am on a limited fixed budget. I am enrolled in the "budget" plan. Every month my bill goes up in charge. I called on June 12th,2024 to enquire why my bill had gone up $20 when the previous month I was out of town for two (2) weeks and was given an unsatisfactory answer to which I replied I would like to talk to a manager and was told that one would return my call as soon as they were available. Today is 6 August 2024 and I am still waiting on the call back. My July bill came in at $190.00 my July bill from 2023 was $90. My June 2024 bill was $183.00 ( remember I was gone for 2 weeks that billing month, no utilities were used for 2 straight weeks) my June 2023 bill was $80.00. Every month since December of 2023 my bill has gone up at least $10 every month.
  I am not the only person complaining about their bills going up. On local social media groups, there are posts complaining daily and they complain as well about not receiving return calls.
  Please help. I am on a budet plan because I can not afford their exobitant price gouging.

  Business Response

  Date: 08/08/2024

  The customer was enrolled in the budget, also known as the
  Average Payment Plan, per request on 9/18/23. The budget started at $158.00.
  The
  Average Payment Plan allows the Customer to pay approximately the same amount
  monthly to level out high/low seasonal bills. The monthly amount is calculated
  based on the recent 12-month history and may adjust with each meter reading.
  Anniversary billing prevents the Customer from having to pay a lump sum at the
  end of the 12 month period by taking the A/R balance (debit or credit) and
  dividing it over the next 12 average payment plan amounts.
  
  Company
  records indicate the customer contacted the company 7/11/24 regarding the amount
  due. The customer was advised his account is on the budget, and they will see
  fluctuations in the amt due each month as the plan averages their bill based off
  each month’s usage and the budget tries to stay as close as it can to what
  their average monthly bill is currently. The customer was advised august is
  their true up month, and budget plan could re-calculate higher to keep them current
  with their monthly usage. Customer had high usage from November to April. More
  than likely due to the location is electric heating. Customer was advised the
  budget plan can be removed  and pay their
  normal monthly consumption. Customer requested a supervisor, and a call back
  was placed to call the customer back as soon as possible.
  
  On
  7/12/24 a supervisor made an outbound call to the customer to the number
  provided of *************. The supervisor documented “received automated
  message that my call has been terminated to hang up and try again later.”
  
  The customer’s budget is currently $185.00, as it adjusts
  based on consumption.
  

  Customer Answer

  Date: 08/08/2024

   I am rejecting this response because:
  
  
  This is not a satisfactory response. It is nothing but a form letter. The supervisor never returned my numerous calls which is par for the course for this company and their reputation among the community is the same. It does not explain why my bill was higher for a month that I was not home for half of or does it wxplain why I am using the same amount as last year and my bill has more than doubled. I live alone, so there is no additional usage 

  Business Response

  Date: 08/12/2024

  Attached is a billing statement. The customer's usage did not double from last year. There is an increase in usage, however there was also an increase in the average daily temperature by 6 degrees. 

  A supervisor attempted to contact the customer again on 8/12/24 as a courtesy, and again received the same message "your call has been terminated, try again later." The supervisor stayed on the line and was able to leave a messaged advising the customer to contact the company if still needs assistance. The company has attempted two outbound calls to the customer with no answer. 

  Customer Answer

  Date: 08/13/2024

   I am rejecting this response because:
  
  
  I have not been contacted by the company and no messages has been left by them. 

  And again. How can my usage go up in a month where I was out of state for half of that month? 

• Initial Complaint

  Date:08/06/2024

  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.

  On July 29th we started experiencing power outages at our home. Appliances such as air conditioning,refrigerator,pool pump,oven etc started turning on and off. He called the electrician back who told him to call JCP&L immediately it could be dangerous. I called them from work at about 4:30 they assured me someone should be there or the power would be corrected y 6:30.. More electrical issues kept occurring lights out of control fans same and sparking throughout the house by 10:30 still no one. I had someone pick up the children because were getting increasingly nervous because one of the children and my husband had been shocked by the railing in the pool. The worker for JCP&L finally came looked at they street wires and then the house and said “that’s your problem right there, the neutral line going to the house is bad do you know how dangerous that is, that’s how fire start all the time.” I told him I have been calling for 6 hours to rectify the problem. He then proceeded to back his truck into the driveway and repair the line. At 11:30 pm he told us to turn the power back on which we did. Some of the appliances and lights came back on but most of the appliances did not. He said to file a claim with JCP&L online to correct the broken objects. I did file a complaint the next day and they recently sent me a letter saying “Our investigation into this matter reflects an electrical disturbance caused by a failed over head neutral line. When disturbances occur, possible voltage irregularities or outages may result. They are claiming that they. Are not responsible for the power lines going into the house? My question is if they aren’t responsible for the power lines then who is? I should have to pay for appliances that were working prior and are clearly not after this incident that they are admitting to and corrected? This could have been a much worse harmful situation but I should not have to pay to replace.

  Business Response

  Date: 08/15/2024

  The customer spoke with the claims representative on 8/8/24. The claims representative explained the tariff and that we are not liable for equipment failure. He stated that we were negligent in that we never inspected it and that he had been having issues for 5 years. Customer states he never reported the issue because he did not know what it was. Customer was advised the denial stands and that he could file a claim in small claims court allowing the courts to decide liability. 

• Initial Complaint

  Date:08/05/2024

  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.

  Name: ******* **
  Phone Number: ************
  Account Number: ***************
  Details of the Complaint:
  
  On [specific date], I called First Energy to set up a 12-month billing plan for my outstanding balance of $1,800. After waiting for 1.5 hours for a callback, I was contacted by a representative named ******. Unfortunately, the call quality was poor as she appeared to be using a cheap speakerphone or was preoccupied, making her voice sound muffled.
  
  During our conversation, I attempted to set up a payment plan. When I asked ****** for a breakdown of which months the plan would cover, she did not provide a month-by-month explanation but only gave a total date. Afterward, she put me on hold and I have been on hold for over 40 minutes as of now. This prolonged hold seems deliberate, possibly because I was asking too many questions or I am being discriminated against for trying to arrange a payment plan.
  
  Additionally, I received a letter stating that my security deposit would be refunded. However, ****** confirmed that I would not receive this deposit back until I close my service with First Energy, which contradicts the information in the letter.
  
  Desired Resolution:
  
  I request a call back from a member of upper management from an office environment, not from a remote setup with poor call quality. I would like to resolve this issue promptly and clearly understand the details of my 12-month payment plan and the status of my security deposit. Please contact me at ************.
  
  Thank you for your prompt attention to this matter.
  
  Sincerely,
  ******* **

  Business Response

  Date: 08/21/2024

  Company record indicates that the customer did speak with a ****** and the total phone call time was 21 minutes and 16 seconds. The call was clear and not muffled. First, the customer questioned the security deposit that has been held on the account. The representative advised the deposit totaled $282.00 in 2017. She advised that the deposit is not able to be refunded at this time. Deposits are refunded once no more than two late payments are received in a 12 month period. The customer stated he believed a letter was issued advising that it would be refunded. The representative advised a letter was not issued advising of a refund. The customer then advised he was unsure if he actually did receive one. 
  
  The customer then requested a 12 month payment plan with 0% interest. The representative advised that the company is able to establish this for the full balance of $1818.58. $151.00 a month plus current usage for 12 months would be the agreement. The representative was beginning to advise this full balance consists of billing from May to July. 5/14 to 6/11 was $1111.55. Prior to further balances being quoted, the customer then wanted to know why the termination notice was less than this amount, stating the termination notice should be the same amount as the bill. The termination notice was $1110.98. The customer wanted a month by month break down so the representative placed the customer on hold. The customer was on hold for 3 minutes before the call was disconnected. No record the customer was on hold for 40 minutes.
  
  The customer called back the next day and made a payment of $455.00 and established a payment arrangement and was provided the due balance break down as requested. The customer was also advised again that the deposit cannot be refunded at this time due to late payments. 

• Initial Complaint

  Date:07/30/2024

  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.

  Potomac Edison
  Last date paided 07/22/2024
  Total paid 254.00
  
  Potomac Edison
  The company has added a policy to add a deposit of a thousand dollars for late payment and intends to sever connection leaving to our home if the thousand dollar depoist is not paid. Every bill has been paid, no termination of service has ever occurred
  however a thousand dollar payment is insisted upon. With the economy the state that's in and sweltering heat this year an additional thousand dollar of funds we do not have, we will forced to have our power shut off despite paying our monthly bill.

  Business Response

  Date: 08/02/2024

  Company
  records indicate on the March 26, 2024, invoice the security warning message
  was printed on the bill due to failure to pay a bill by the expiration date of
  a termination notice:

  IMPORTANT NOTICE

  Under state regulations, Potomac Edison is permitted to request a security deposit when a customer's payment history in unsatisfactory. If future payments are not made in a timely manner, you may be required to pay a security deposit. If eligible, you may enroll in our Checkless Payment Plan at *************************. This can help ensure your payments are received by the due date. If you have any questions regarding this matter, please call ***************
  
  The
  bill was for $494.73, in which was the past due balance of $228.40, plus
  current consumption charge of $262.91, plus late payment charge of $3.42, due
  April 15, 2024.
  
  Company
  records indicate that a payment was received on March 30, 2024, in the amount
  of $230.00.
  
  The
  monthly scheduled bill issued on April 22, 2024, in the amount of $464.86, in
  which was the past due balance of $264.73, plus current consumption charge of
  $200.13, due May 13, 2024.
  
  A
  disconnection notice issued on April 22, 2024, in the amount of $264.73, for on
  or after May 7, 2024.
  
  Company
  records indicate that a payment was received on May 1, 2024, in the amount of
  $270.00.
  
  A
  disconnection notice issued on May 21, 2024, in the amount of $194.86, for on
  or after June 5, 2024.
  
  The
  monthly scheduled bill issued on May 24, 2024, in the amount of $494.83, in
  which was the past due balance of $194.86, plus current consumption charge of
  $296.97, plus late payment charge of $3.00, due May 13, 2024.
  
  Company
  records indicate that a payment was received on June 10, 2024, in the amount of
  $250.00.
  
  The
  monthly scheduled bill issued on June 20, 2024, in the amount of $467.55, in
  which was the past due balance of $244.83, plus current consumption charge of
  $222.72, due July 10, 2024.
  
  A
  disconnection notice issued on June 21, 2024, in the amount of $244.83, for on
  or after July 8, 2024.
  
  Company
  records indicate that a payment was received on July 5, 2024, in the amount of
  $250.00.
  
  The
  monthly scheduled bill issued on July 25, 2024, in the amount of $1225.34, in
  which was the past due balance of $217.55, plus current consumption charge of
  $457.79, plus the security deposit of $550.00 due August 14, 2024.
  
  The
  warning bill message was issued to you advising that a security deposit
  would be charged if your account was not brought current and kept up to date.
  The warning message was sent because of late payments made during the past
  year.
  
  Company
  records indicate that a payment was received on August 1, 2024, in the amount
  of $225.34.
  
  Company
  records indicate you spoke with a Supervisor in Customer Service on August 1,
  2024, requesting that the security deposit be waived, that you pay your bill monthly.
  
  Supervisor
  in Customer Service granted you a one-time waiver for the security deposit in
  the amount of $550.00, advising if ever late again and the security deposit would
  be assessed in the future, the company will not waive again.
  
  Company
  does not dispute the fact that you make monthly payments; however, a balance
  carries from one bill to the next, then that past due balance contributes to a
  disconnection notice, and then a payment is made. The current bills are not
  paid in time and or in full by the due date.
  
  Company
  rebilled the account after the security deposit was removed. The account
  balance is $205.92 due August 21, 2024.
  
  Thank
  you,

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 23 2024 I paid 567.00 on my Electric bill. Then it was an automatic withdrawal on June 26 2024 for the same amount. I called and said I needed a refund for the 567.00. The representative told me that I would receive a refund within 14 days. I then called after the 14 days and the representative told me it can take up to 30 days. It has been over that now and now they are saying it is still in accounting. I now have a bill that is past due and they will shut my lights off. They have held my money no interest and they are charging me a late charge for holding my money. This is so wrong what they are doing to me. I need answers!!
  Thank you

  Business Response

  Date: 07/31/2024

  The customer did make a manual payment on 6/24/24 of $568.03 and then on 6/26/24 another $568.03 due to account being on checkless and the bill due date being 7/26/24. Customer contacted the company on 6/26/24 to request a refund of $568.03, representative processed the request. On 7/22/24 the customer did cancel direct debit from the account. On 7/30/24 **** *** contacted the company regarding her refund and current amount due. Customer stated she wants to cancel refund, states she has waited 30 days and wants to speak with a supervisor, Representative placed supervisor call back. 7/30/24 ***** *** contacted the company back regarding double payment and money not going toward the bill. Representative advised that extra payment went toward installment plan balance as shown on bill, copy attached. Customer ended the call. 

  As shown on the bill customer did get credit for payment made, it applied to the past due balance. Please dismiss. 

  Customer Answer

  Date: 07/31/2024

   I am rejecting this response because:
  
  
  I want the money that they still have and place it on my current bill. 
  That is not their choice to make and place it on the installation plan. I now have a bill again and I do not have the 597.00$ to pay due to them keeping my money for over 30 days and not giving it back to me in a timely manner. This is outrageous to make a customer wait for over 30 days. 

• Initial Complaint

  Date:07/29/2024

  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.

  We got a termination notice in the mail today July 26 and the termination notice is for the 30 of July and I called to see if I could get an extension and she said no we can't come up with 141 dollars in 4 days and I am on home dialysis we need electric I told her I could pay the 141 on August 8 and she said they couldn't do that

  Business Response

  Date: 07/30/2024

  The customer is already on an extension set up 5/31/24 on past due balance to pay installments of $24.00 plus the current bill for 6 months. Payments must be received monthly by the due date of the bill.
  
  The last payment posted to the account 5/30/24, therefore a termination notice issued 7/23/24 for catch up amount of $141.81 by 7/30/24.
  
  If a electricity is needed for a medical condition or equipment in the home, the customers doctor may call the ******************** medical certificate hotline number directly at ************** to request the information to be mailed or faxed. 
  
  The customers account is currently on hold as a ************************* complaint was also filed 7/29/24. The account will be on a collection activity hold during the pendency of the complaint.
  
  Company suggests customer apply for assistance at local DHHR and by calling WV211. 

• Initial Complaint

  Date:07/27/2024

  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.

  In late June of 2023 I moved out of the residence at *** ******* **** ** ******* **** *****. *** ****** remained at that residence and took over responsibility of the electric bill. I recently received a notification from Radius Global Solutions LLC, a debt collection company, that Ohio Edison sent an unpaid bill to them for collection in the amount of $88.32. I had no knowledge that an unpaid amount was due. I have flawless credit and would not jeopardize that for money, as it is pertinent to large portions of my life and business. Today, July 27, 2024, I paid the $88.32 (through Ohio Edison, not the collection agency), plus a $4.75 processing fee (total $93.07). I was not aware this debt existed and I have not lived at *** ******* **** in over a year. I am not concerned about $93.07. Please advise the debt collection company, Radius Global Solutions LLC, this debt is paid in full and do not report it to any credit agency. I will bare whatever legal expenses I have to in order to ensure this is done in a timely manner, and no harm comes to myself, my financial endeavors, or credit. The Ohio Edison account number is ************. The confirmation number for payment is *******. The Radius Global Solutions account number is ************.

  Business Response

  Date: 07/29/2024

  On 4/11/2024, *** ****** contacted the company and requested service to be placed in her name with an effective date of 4/12/24. Per request, a move-in at the property was completed and service in *** ******* name effective 4/12/24 and a move-out was created and service was taken out of ***** ******* name effective 4/11/24. Company records show no contact in June 2023 that bill should no longer be
  in ***** ******* name. 

  On 4/16/24, a final bill issued in the name of ***** ******. No record of returned mail. A copy of the final bill is attached.  

  The outstanding final bill remained unpaid for the final account under ***** ****** and on 6/10/2024 $88.32 was placed with an External Collection Agency, Radius Global Solutions LLC. 

  On 7/27/2024, a payment in the amount of $88.32 was received and paid the final account under ***** ****** in full. 

  First Energy will not advise Radius Global Solutions LLC
  that ***** ****** is not responsible for the debt of $88.32 as service remained
  in his name until 4/11/2024. As of 7/27/2024 his debt has been paid in full. ***** ****** can contact Radius Global Solutions LLC at ************* to discuss. 

  Thank you.