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:01/26/2024

  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.

  For a couple yrs now myself and others decide to build a case( not in court yet, still collecting data) against electric companies who jack bills up every winter and summer claiming it's is the furnace and air conditioning system that has increased our bills. We switched to wood heat, removed or covered air conditioning units, took time stamped photos and collected of everything right down to their "smart meter" to appliances in house, everything. I filed a complaint last year and the BBB was great in their response,
  My last two bills were $68 dollars and 79 dollars.
  Them boom, like clock work $ 168 dollars to $200 dollars. I spoke with penelec as before and heard the same rehearsed speeches.
  Please ask for explanations from the controller in Harrisburg
  Thank you

  Business Response

  Date: 01/26/2024

  1/26/2024 – *******
  ******* contacted the company regarding two bills:
  Bill for
  $200.54 from 12/06/2023 to 01/07/2024 Act
  Bill for
  $168.93 from 11/06/2023 to 12/05/2023
  The customer
  was upset that the bills were so high. Representative advised caller this time
  last year (12/06/2022-01/05/2023) they used a total of 1218 kwh for a total
  bill of $223.82. The current billing period: (12/06/2023-01/07/2024) they used
  a total of 1020 kwh for a total bill of $200.54.
  The customer
  was advised that increased usage during the winter is likely to be contributed
  to colder temperatures and needing to run the hear more. The customer states
  she uses wood to heat the home and also uses an alternate hearing source that
  is used if the temperature drops below 55 degrees. A customer billing analysis
  was performed, and usage was found to be in line and bills justified. Customer
  was sent energy saving brochures. Customer stated she has records of her bill
  jumping during the winter and summer and there are 12 other families that will
  be joining her in a complaint to the Better Business Bureau, the PUC and a lawsuit.
  Customer was not satisfied. Rights were given.  
  Investigation:
  The customer’s
  usage over the period of 01/06/2023-01/07/2024 was 7,731 kwh.
  In comparison,
  the customer’s usage over the period of 01/06/2022-01/05/2023 was 10,250 kwh.
  This shows an overall total reduction in usage reflecting that customer’s
  energy saving methods appear to be successful overall.
  Based on usage
  history, billing primarily increases during the heating season. This is likely
  due to increased usage of heating appliances, whether permanent, auxiliary, or supplemental
  electrical heating used during the colder days. Data reflects that when the average
  temperature drops, the amount of usage increases.
  Summer usage in
  2023 was lower than in 2022. Typically, air conditioning may be the cause of
  increased bills during the cooling season.
  Customer may
  visit Home
  Energy Analyzer (firstenergycorp.com) to
  gain a better understanding of the household energy use and identify ways to
  improve efficiency.
  Attached is a
  customer billing statement and most recent meter reading history.
  Billing is
  correct as rendered and based off actual readings obtained daily via
  SmartMeter.

• Initial Complaint

  Date:01/26/2024

  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.

  electric company charging usage to my account that was canceled!!!!!!!

  Business Response

  Date: 02/01/2024

  Company records indicate service was placed in customers name effective May 4, 2023.
  
  Company mailed a disconnection notice on September 20, 2023, for termination on or after October 5, 2023, for the past due amount of $590.98. Services were disconnected on October 5, 2023, when payment was not received.
  
  Customer contacted the ********************** the same day to discuss reconnection and was advised the reconnection amount. No payment was made.
  
  Company received a payment of $100.00 on October 15, 2023, from the customer.
  
  ******************** finalized the account effective October 5, 2023, issuing the final bill on October 17, 2023, when payment was not received to restore service as negotiated.
  
  Customer contacted the ********************** on November 16, 2023, to update phone number and obtain the amount to restore service.
  
  Company meter technician discovered that the meter had been tampered with by someone other than the company. Services were being used, but no active accounts existed for billing.
  
  Company issued a Dear Occupant letter advising that electric is being used but no active account exist, and to call customer service to place account into the occupant's name.
  
  Customer contacted the ********************** on January 22, ****, after receiving the letter to discuss getting the account placed into their name. Company advised the unbilled usage and tampering to be paid to establish service into their name.
  
  Customer agreed to pay the balance for service used from October 5, 2023, through January 17, ****, but stated would send documents into company to support the tampering possibly was not related to them.
  
  Company started service for customer effective January 29, ****. ******************** can review any supporting documents to determine responsibility of account once received.
  
  Thank you.

• Initial Complaint

  Date:01/25/2024

  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.

  December 1st, i believe i called Monpower to set up my electric in my new apartment and asked what had happened to the $300 that had been credited to my account from leap. They told me theyd mailed it to me, so i waited for it to come. On January 9th **** I called Monpower for the second time to find out what was going on. The said they hadn't sent it. I asked them to send it to my current address. They said it would arrive in 3 to 7 business days. I waited again and on January 24th I called them again and they informed me the gave it back to ** government!

  Business Response

  Date: 01/29/2024

  Company records indicate the account was closed effective August 20, 2023, when the company was notified that a new account holder was starting service for this location.
  
  The company finalized the account and generated the final bill on August 30, 2023,with a credit balance $289.98.
  
  After reviewing the account regarding the final bill credit, company determined the last LIEAP credit posted to the account on September 23, 2022, in the amount of $465.00, in which paid all future bills until the account closed. The LIEAP/state funded programs are not payments made by the customer, it is a ***** posted to the customers account, in which any unused state funds goes back to the agency. Any over payments from customers, will be refunded back to the customer.
  
  ******************** issued the refund back to the *********** in the amount of $289.98 on November 3, 2023, due to the fact the credit on the account was created by state assistance payments and unused funds are returned to the program for there was no active accounts.
  
  Customer service advised that the refund was sent. Company representative sent an order to review the refund on January 9, ****, during your call with customer service. The representative updated your mailing address and advised the refunds are sent 7- 10 business days.
  
  On January 24, ****, customer service advised that the unused funds were sent back to ***********. You may fill out the application for assistance with your newly created account effective December 4, 2023, with your services being on.
  
  Thank you.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  
  
  There was a technician that was sent out. And if there is no record of it then he was driving a monpower truck and lied about ehh he was there. I spoke to him directly over the phone and he said himself the meter is running very slow it is weird there would be a 600 dollar bill. Also the highest bill prior to that was 300 and something from a previous tenant. I understand there are increases but not that high. If people have 600 dollar electric bills I will never get my units rented. 

  Business Response

  Date: 01/16/2024

  An increase in the electric bill does
  not necessarily indicate the bill is incorrect.  The utility is
  responsible for the meter equipment and meter readings. The
  utilities responsibility ends with the meter. The customer is
  responsible for the efficient operation and maintenance of all household
  appliances and equipment. There are several conditions that can
  impact customer usage. For example, December, January, and February
  are traditionally higher gas and electric usage months due to customers heating
  their homes. Similarly, June, July and August are high electricity
  months due to the added use of air conditioning and fans to cool the
  home. Customer may want to perform a breaker test or contact a local
  electrician to have an energy audit completed on their home to assist in
  determining what appliances or areas of the home is contributing to the most
  usage.    
  
  Company reviewed the account for the
  address that is being referenced. After reviewing the customer's consumption, the usage is higher in the summer months
  and lower in the winter months. With the recent consumption being lower than
  last year for the same time frame.
  
  Company is not showing where a meter technician was sent to
  the property within the last 12 months to evaluate the meter.
  
  As for the other accounts you are referencing
  the company would need to look at the individual addresses to evaluate the
  usage and what could be causing a higher bill possibly after verification
  including account numbers.
  
  Please contact FirstEnergy Customer Service at ***************

• Initial Complaint

  Date:01/10/2024

  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 did receive a call from a representative advising new meters would be installed and the accounts could be created from that point. First Energy had filed the first three new meters under my existing account, and this was incorrect. Once the new meters are installed and a representative confirms with me that tenants can open their accounts I will indicate issue has been resolved/accepted

  Business Response

  Date: 01/16/2024

  Good morning,

  The owner split the service at this location into three separate meters. A meter order has been issued to the field to confirm which meter is on which apartment at the property so, billing can assign an individual account number for each apartment.  Also, an order was sent to our accounting department to have the meters attached to the correct apartments. A representative is working with the customer to have the issue resolved. A ********************** representative contacted and spoke with *********************** advising of the steps we are taking to resolve his issued. Once the meter numbers are confirmed to which apartment each meter belongs to and each meter has its own separate account number a representative will be contacting ************** to advise. 

  Thank you. 

  Customer Answer

  Date: 01/16/2024

  I did receive a call from a representative advising new meters would be installed and the accounts could be created from that point. First Energy had filed the first three new meters under my existing account, and this was incorrect. Once the new meters are installed and a representative confirms with me that tenants can open their accounts I will indicate issue has been resolved/accepted

  Business Response

  Date: 01/17/2024

  Good afternoon,

  The company is working to satisfy the customer's dispute. The customer's response has been sent to the appropriate departments to handle the situation as efficiently and accuratley as possible. 

  Thank you. 

  Customer Answer

  Date: 01/28/2024

  This issue has not been resolved as of 1/28/2024. Please reopen the issue until it has been resolved. I have responded to communications but they apparently have not been received by BBB.

   

  thank you 

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am asking for this person from the company please call me to explain. I didnt say that i was billed the 3500, I paid that in total last year. Why can someone from the company call me back as I requested and be so kind as to explain the billing?

  Business Response

  Date: 01/08/2024

  The customer is on budget billing also known as Equal Payment Plan. 

  Customer's budget amount is based on a 12-month average bill that is reviewed every three months and adjusted as needed.  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 between what the Customer has paid during the previous 11 months and the actual cost of the energy the Customer used for that period.

  I have attached a billing statement. 

  The company did not issue a bill for $3550.00 as stated in the complaint. 

  The current actual consumption on the account is 1234 kwh and billed for $225.47. 

  There is no indication that the customer requested a call back, however showing that the customer did use the automated system to obtain account balance. 

  
  

  Business Response

  Date: 01/10/2024

  The normal process is to contact the care center or via the website at firstenergycorp.com using email.  Also, the estimated hold times depend on the number of calls in queue at any given time.  Sometimes first thing in the morning is easier to reach a representative to discuss the account.  However, I have sent a request to the Customer Care Center to have someone reach out to the customer to discuss the bill.  

  Customer Answer

  Date: 01/11/2024

   I am rejecting this response because: I got a call from the rep however I still dont understand why it is saying my monthly budget amount is 258. per month.The budget plan that I was always on was 179 per month and then at the end of the year, I paid extra maybe 2 months to make up for the difference. I just got a bill today, jan 11th for 258. Are my payments going to be 258. per month for the rest of the year? I am not even working now and always pay my bills on time but this is a real struggle for me. Your rep told me about pcap but when I looked that up it says you can only apply if your bills are not paid, so I cant even do that.Thank you for your help and understanding
  
  
  
  

  Business Response

  Date: 01/22/2024

  As the representative explained on the call from 1/10/2024, The budget is based off of your 12 months of usage and can adjust every 3 months based on that.  You do not have to remain on the budget as the representative advised that at the time of your anniversary month which is on the next bill that issues in February you may contact the company and request to be removed from the budget and then you would just pay what you use each month.  Applying for PCAP is for all low-income families in the state of PA.  You just have to contact the DEF and apply for assistance.  The DEF can advise you if you are eligible for the program based off of your income.   The budget does fluctuate and to reduce the budget would be done by reducing the usage.  However, again the customer   may request to be removed from the Equal Payment Plan which is the company's budget plan. 

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair 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: 01/09/2024

  Please see the timeline for this application below.
  
  On 9/11/23 Met-Ed received the interconnection application from ******** (Installer).
  On 9/25/23 Met-Ed sent an in receipt email to ******** (Installer).
  On 10/2/23 Met-Ed sent the approval to install to ********(Installer).
  On 12/20/23 Met-Ed received the part 2 documents from ******** (Installer).
  On 1/5/24 Met-Ed sent the approval to operate to ******** (Installer).
  
  Additionally,the interconnection team has not received any status inquiries by the customer until 1/5/24

   

  Customer request: 

  From: ********************************** <*************************************************************; ********* Friday, January 5, **** 10:22 AM
  To: ME_Interconnection <*************************************************>
  Subject: [EXTERNAL] Solar Status
  
  
  Good Morning,
  
  I am trying to find out the status of our solar power system.  The Met-Ed Account is in my husbands name, ***************************,III.  Our address is *****************************************************  The account phone number is ************.  Our account # is ************.  Our system was inspected by Met-Ed, ***** Township and *************** on December 8, 2023.  At that time we were told it should take about 2 weeks to switch us *************.  To date, we have not heard anything.  Could you please let me know the standing of this issue.
  
  Thank you,
  
  **********************************
  Assistant Victim/Witness Coordinator
  Office of the District Attorney, Lehigh County

   

  Company response:

  Good Morning *****,
  
  We received a completed Certificate of Completion with proof of electrical inspection from ************** on your behalf on 12/20/23. This piece is the last requirement to be considered for final approval to operate.We typically experience a big rush at the end of the year for final approvals and this year was no exception. That, coupled with the observed holidays didnt allow us to get to the review of the submitted COC until this morning, as we work in the order of receipt. I granted Approval to Operate this morning around 8 AM and at that time, a message was sent to our meter services department to initiate the meter exchange. This is likely the timeline quoted at around two weeks at most to complete. Attached, Ive included the authorized interconnection agreement for your records as well as the approval to operate transmittal sent to ************** this morning. We authorized it with a date of 12/31/23 to honor those who submitted last year.
  
  Best Regards, Met-Ed wishes you a safe and Happy New Year!
  
  Thank you,
  ****
  ME Interconnection Team

• Initial Complaint

  Date:12/31/2023

  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 am not liable for this debt with 10 First Energy Westpenn Power, I do not have a contract with NTL recovery agency, they did not provide me with the original contract as I requested

  Business Response

  Date: 01/02/2024

  Good afternoon,

  In response to the customer's concern a review of the account has been completed.  The customers had service with the Company from 06/18/2020 to 05/02/2023.  The customer was on a budget plan and on the **** program beginning effective 12/22/20.

  
  As part of the **** program the customer is required to be placed on a budget plan.  The customer's budget amount is based on a ******** average bill that is reviewed every three months and adjusted as needed.  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 between what the Customer has paid during the previous 11 months and the actual cost of the energy the Customer used for that period.

  
  When the Customer entered the **** program a balance of $547.59 was past due or due at the time of enrollment.  The $547.59 was placed into **** deferred arrears. (This means the balance was set aside or deferred with the opportunity to have the balance forgiven.)  Each time the Customer paid the amount due, $15.21 was forgiven. In addition, a Monthly **** credit was also applied to the customers monthly bill to help with their current energy burden. The customer's **** deferred arrears balance as of the final bill was $334.65.  As previously mentioned,the customer is required to be on the budget plan while on ****.  If the customer is on **** when going through the anniversary month (December), and if there would be any difference owed between what the Customer had been billed on the budget during the previous 11 months and the actual cost of the energy, it would be credited to the account.  However, if the customer would end their service in the middle of the budget year- any difference (credit or debt) in the balance between what the customer had used to date and the budget payments issued would come forward on the final bill.

  
  The customers service was shut off for non-payment on 5/02/23 and there have been no contacts or payments made toward the account since the service was disconnected.  When the final bill issued, and the final credits were applied to the account it left a remaining $353.25 past due, (Due date 6/5/23) and $334.65 was remaining in the deferred **** arrears that had not yet been forgiven.  (Total $687.90) There was no new account established to transfer the program to.  There was only a total of 4 payments made toward the account while the customer was on service.  Due to there being no additional payments or inquiries on the account the balance total of $687.90 was sent to an external collection agency- ************************ (NRA) on 7/10/23.  If the customer would wish to contact the agency,they can call ************** to pay the balance and clear the debt.

  
  Review of the account shows that the last time the customer made contact was on 09/26/2022.  The final bill was sent to the service address as it was the only address on file and no additional contact has been made.  If a forwarding address was left with post office, it may have been forwarded.  The email address provided on the account and the email address provided on this complaint are different.  If the customer did not receive the final bill and would wish to have a copy of the bill or a statement of their account, they can contact the Company at **************.

   

  I hope this information is helpful.

   

  Thank You