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

• 

  FirstEnergy Corp.

  PO Box 167 London, OH 43140

• 

  FirstEnergy Corp.

  1040 S Prospect St Marion, OH 43302

• 

  FirstEnergy Corporation (Cleveland Area)

  6200 Oaktree Blvd. Independence, OH 44131

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:08/06/2024

  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.

   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. 

  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. 

• 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. 

• Initial Complaint

  Date:07/26/2024

  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.

  Thier ******** service is evasive, I am trying to start my electrical service and have been trying for the last 5 months. When I call their MET-ED ******** service to start service, after getting through a grueling automated system to speak with a rep, the rep just states their first name and then ask, "what is the purpose of the call?" Afterwards they tell you that this is not their department and transfer your call to place you on hold for a ridiculously long hold time. And the hold times vary from as little as 45 mins to 2-3hrs long. Then when you get the next rep they follow the same procedure. When you register online to start service that is what they send in the email, which reads the following: Dear ***********************************, Thank you for your request. In order to place electric service in your name, you will need to contact our *************************** by phone at **************, Monday through Friday, between 8:00 a.m. and 6:00 p.m.If you are not satisfied with this reply, please reply to this email within five days. If we do not receive a response within five days, we will consider this inquiry closed.If you have any questions, or if you did not initiate this request, you can contact us at *****************************************************************************. Please reference # W001752370312 in the subject line of your response.Sincerely,Customer Service Which force me to get back into the hold queue and follow this process tedious process with no results. I will be contacting an attorney because this is unethical, and I hope this that this is illegal so that they get fined which. I will also be filing a complaint with the ************************* of ****************** because something has got to give. I need answers.

  Business Response

  Date: 07/30/2024

  During peak times of the year wait times can be longer than normal. In order to place service in your name you have to speak to the advanced move in department which is unfortunately not as large as the other departments and wait times can be even longer. It appears that there is a *** complaint on file regarding your denial of service. Please allow the appropriate time for the *** to render findings. Thank you. 

• Initial Complaint

  Date:07/24/2024

  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.

  I am not quite sure why their job is so hard when everything is electronic. If you look at my history for the last 18 months in my home, my electricity bill has never been as high as it was on the bill I received today the bill I received today is an estimated reading, however, why would it double from last month that was an actual reading? Theyre just estimating I used the electricity for no reason to pocket money. This is slimy and scamming. Ive submitted a meter actual to provide I have tried to call customer service, but it has a three hour wait time. I am not paying an electricity bill when my average history has never been anywhere within $200 close to this number theyve to my bill $200 without due and this is fraudulent activity.

  Business Response

  Date: 08/02/2024

  We attempted to contact the customer in hopes to address their concerns, however we were unable to reach the customer and left a voicemail. 

  The bill in question was for billing period of 6/20/24 - 7/23/24. This was an estimated bill for 34 days, ***** kwh averaging 44 kwh per day and the average temperature during this time was *************************************************************************** the current 12 months and was the hottest average temperature for the summer months for air conditioning use. Customer provided the ********************** with a reading on 7/24/24 of *****, the estimated read 7/23/24 was ***** which mean that the customer's reading has advanced past the estimated read and the bill is correct as rendered. 

  **** Lake is due for smart meter installation August 2024 through March 2025, with this implementation, the customer's concerns about estimated bills will be eliminated. 

• Initial Complaint

  Date:07/22/2024

  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.

   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.

  Business Response

  Date: 07/24/2024

  Effective November 2023, the United ********************* downgraded the Charleston Processing & ******************* to a *********************** and began transferring outgoing mail operations to Pennsylvania.

  This may cause some WV customers payments to be delayed and LPCs to be assessed, which should be removed during payment processing.
  

  Normal presort processes should catch this and go by the post **** date and remove LPCs.
  

  The company has removed all late payment charges assessed to the account and a ****** hold has been given to allow time for the payments to be processed once received.
  

  The company waived the below Late Payment Charges applied to the account:
  05/11/24 - $2.86
  06/13/24 - $2.60
  07/13/24 - $2.66
  

  The last payment posted to the account on 06/17/24, check # ***** for $143.00, post ****ed and applied as of 06/09/24.
  
  The total account balance is $278.00, of which $126.34 is past due and $151.66 are current charges due on 08/05/24 (after the LPCs totaling $8.12 removed).

  Company advises effective July 10, 2024, FirstEnergy switched to a third-party mail processor located in **********, **, the third-party will be responsible for processing FirstEnergy customers check payments.
  
  WV Accounts:
  ********************** MP
  PO BOX 371431
  **********,PA, *****- 7431
  
  Company advises the new P.O. Box will appear on bill stubs beginning on July 13, 2024.Company advises that printed materials such as bills, envelopes, and letters will be updated.
  
  Company confirms that FirstEnergy courier services will transport check payments received in ***** to the processor in ********** daily, to ensure customer payments are received and processed once delivered from USPS.
  
  Customers bill went through scheduled monthly invoicing on 07/12/24 (Friday, the day before the implementations were to take place), mailing out on 7/15/24 (Monday). The bill stub does not reflect the new P.O. Box due to the bill printed the last business day prior to the change. 

  Thank you,