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.

  521 Main Street Allenhurst, NJ 07711

• 

  FirstEnergy Corp.

  PO Box 167 London, OH 43140

• 

  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:12/21/2023

  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.

  JCP&L is inconsistent and unreliable. We have had SIX power outages in the past 20 days.When we lose power, we also lose heat and WATER. This is unacceptable.I am chronically ill and have medical equipment that needs electricity. I need access to running water.This is absolutely unacceptable and dangerous, especially considering that our bill just went up AGAIN.

  Business Response

  Date: 12/29/2023

  Customer contact was made from our Engineering team. The customer had claimed to have 6 outages in the past 20 days. Of the 6 outages 1 was due to an animal contact and 5 were due to vehicle accidents at different locations upstream on their circuit. It was explained to the customer that unfortunately, there isnt too much we can do about these types of outages, and it doesnt show a systemic issue with her outages. The customer seemed relieved and asked to be put on our critical customers or priority restore list due to her medical devices. The customer's information has been forwarded to our ************** Team, which will contact her to go over the ************* Program with her and send out the forms to be filled out by the Doctor. 

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been using penn power electric for over a year now of living in my apartment. New people have moved in and out never had a problem. Paid my bills on time but when the new tenants moved in and gave them the wrong meter numbers they discontinued my service no call nothing till I went to pay a bill and it was -90 something so paid it thinking I was late somehow and now that they’ve got it back to normal they’re charging me $213 on a mistake that they carelessly made. My bills never over $90 so there’s no way these are just past bills.

  Business Response

  Date: 12/19/2023

  Attached you will find the response as well as a customer account statement.

• Initial Complaint

  Date:12/15/2023

  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.

  Penelec continues to say they didnt receive confirmation of passing inspection to hook up electric. It has been emailed to then 5 times.

  Business Response

  Date: 12/27/2023

  Good morning,

  The customer made a request for new service on 10/25/23.  An inspection is required to complete the work at the location.  The electrical inspection has not been received.  Once received, the service can be scheduled to be energized.

• Initial Complaint

  Date:12/13/2023

  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.

  Good grief, JSP&L should be held responsible for making it difficult for the simple task of setting up a new account. My time matters two.For two days now and after 6 calls, each time being on hold for at least 1/2 hour, I was subjected to numerous questions by an automated service asking me a series of many questions to set up service. After I was on hold for at least 30 minutes, a "real" person answered and askes "How can I direct your call?" Each time I said my call was already directed and I simply wanted to set up service, and begged not to be transferred again. They took my new address, said nothing more, and each time put me back on hold. Each time I was, and then held for another 30 minutes. It used up an entire lunch hour each time and I still didn't have service set up.If JCP&L wants to use automated service to direct the calls, at a minimum the call should then be answered and customer service provided at that time, without answering more questions, only to be put back on hold and through a waiting process. Again and Again. It's frustrating enough not to be able to talk to a real person (which this automated process prevents) then for someone to answer and you beg not to be put back on call and simply put back on hold after giving your new address is simply unacceptable service. My time is valuable too and I am paying them for a service.I still don't have the service set up after two days. Neither system works. The automated system confirms you answered the questions but no service is set up. After being on hold for over 1/2 hour a person answers and still no service set up. To have to file a BBB complaint to set up service is outrageous. To have someone answer the phone and not explain why they are transferring you again, is outrageous. I simply want service, and I want to be compensated for my time through credit to my account, once I have one. I am moving in on Monday, December 18th. Time is of the essence. This is not ok

  Business Response

  Date: 12/14/2023

  Company records show an account has been established with an effective date of 12/18/203.

  The wait time may have been longer than usual due to the Company experiencing high call volumes. The company does apologize for any extended wait times and inconveniences caused.

• Initial Complaint

  Date:12/13/2023

  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 looking to receive an EV Residential Infrastructure Incentive Rebate in the amount of $1361.79 from JCP&L. The application was submitted September 4, 2023 and processed by ********* and submitted back to JCP&L for approval on November 6, but JCP&L states, that they only received Net Off-Peak Rate Credit application from Honeywell and approved it. Honeywell states, that both applications were sent to JCP&L. I keep on calling both companies and ask for escalation of this matter, and receive the same answer every time - JCP&L sends me to Honeywell, ********* insists that they submitted everything. Supervisors from both companies have never called me back. There is an endless loop, which cannot be resolved on my end.

  Business Response

  Date: 12/19/2023

  We spoke with the customer on 12/14/23 and provided them with the following information. 

  The customer's enrollment was delayed because it came over after the program close date. 
  Residential enrollments expired 9/30/23 and their application did not come through until November. 

  The customer's rebate check request was submitted and should be received within 4-6 weeks. 

• Initial Complaint

  Date:12/11/2023

  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.

  Lets talk about money owed and money recieved as of Dec 2022 till now..... 12/29/2022..300.00  03/02/2023  400.00    03/20/2023  350.00    4/15/2023  1,010.00    4/20/2023  340.00    5/12/2023  835.08    6/10/2023  850.00    7/14/2023  826.02    8/11/2023  300.00    8/29/2023  350.00    9/15/2023  350.00    10/16/2023  350.00    10/23/2023  365.76    10/27/2023  350.00    11/06/2023  350.00    11/09/2023  404.91    11/20/2023  350.00    12/1/2023  350.00    12/8/2023  350.00    12/15/2023  350.00   12/22/2023  350.00 which equals $9,831.77 so tell me how can we owe more, the numbers don't add up and this is Penelecs billing and payment history dates and how much I paid. I don't want a book as of why but look at what we paid. This is crazy. With the money we paid just this year we don't need a payment plan we should be good with the bill.

  Business Response

  Date: 12/19/2023

  We show when the bill issued on 01/18/23 there was a bill balance of $1338.93, which included a past due amount of $909.46. No payment was received. The next bill issued on 02/15/23 for $2096.63. The customer set up an installment plan for the balance of $1338.93 to be broken down into 4-payments for the budget ($416.00) plus $334.00/monthly. The bill was for $2096.63, due to the customer reaching their anniversary month on the budget and the difference of $1346.63 became due, along with the budget amount of $416.00 and the installment plan amount of $334.00. This was the difference the customer owed between what was actually used and what was paid while on the budget. This information can be found on the bill under "Equal payment Plan (EPP) Summary".
  
  The budget is based off the previous 12-months of usage. The budget is recalculated quarterly and can go up or down based on the actual usage at the location.
  
  The customer made payments monthly going forward, but only partial payments were made toward the bill balance, which resulted in a late payment charge being assessed. 
  
  A security deposit of $1112.00 was requested on 5/13/23, due to payments not being received in full and on time. The security deposit is two times the average monthly bill. A security deposit warning letter was mailed to the customer on 03/14/23, which advised if payments continued to be paid after the due date, a security deposit may be requested by Penelec.
  
  The customer continued to make monthly payments, but only partial payments were being made which resulted in late payment charges being added to the bill monthly. When the bill issued on 11/16/23, the customer owed a bill balance of $2189.62, which included a past due amount of $1095.00.
  
  In addition, the price to compare rate has increased compared to previous year, which will cause the dollar amount for the bill to increase. In December 2021 the rate was 6.66 cents per kWh, compared to December 2022 the rate was 9.97 cents per kWh. In January 2022 the rate was 6.51 cents per kWh, compared to January 2023 the rate was 9.89 cents per kWh. The usage is in line with what is normally used at the location, but the bill amount has increased due to the rate increase, which has caused the bills to be a lot higher during the winter since the usage is increasingly more during this time. 
  
  The bill will show under "Account Summary" the actual account balance. This is the amount the customer owes if they were just paying for actual usage and no budget or an installment plan. We show when the bill issued on 12/15/23, the customer had an actual account balance of $1147.31. The customer made a payment of $350.00 on 12/13/23 and another payment of $350.00 on 12/18/23. This leaves an actual account balance owed of $447.31. If the customer removed the budget from the account this would be the amount owed. 
  
  Payments made to the account using a checking/savings account can take 3-5 business days to post to the account. This depends on the customer's bank. Payments made to the account using a debit/credit card are posted to the account within 24 hours.
  
  The customer's bills have been under $1500.00 monthly, but due to a past due amount carrying over on the bill, it shows the amount due monthly for more. A termination notice can be issued if a balance is left unpaid and considered past due. 
  
  Our records show the usage is higher during the winter months compared to the summer months. All meter readings have been based on actual meter readings. We advised the customer on 10/13/23, that the bills were a lot higher during the winter months. Typically, seasonal increases are due to the use of heating and cooling equipment. Ultimately, we cannot advise the customer exactly why the bill is higher than he expected. We are only able to bill the account based on the difference between the previous and current month's meter readings.

  Customer Answer

  Date: 12/12/2023

  My bill has never been below $1500 in over 18 months. As you can see in the screenshot, I have paid over $1800 this month alone. Penelec never takes the money out on time, which always makes my bill higher every month and includes late fees. Since April I have paid over $6000 to them and it still remains the same. For the last 11 weeks I have paid them $350 a week.

  Business Response

  Date: 01/02/2024

  The customer has made several payments throughout the year. However, no payments were received in January and February and the payment of $300.00 submitted on 8/11/23 and the payment of $360.62 submitted on 12/01/23, was returned by the bank. Therefore, a total of $9232.48 has been made toward the account, which this does not include the payment made on 12/29/22. 
  
  As stated previously, the customer's bills are higher during the winter months. The customer is enrolled in the budget, which is currently $730.00. The budget is designed to even out the customer's seasonal highs and lows. At the anniversary month in February, any difference between what was paid and what was owed is due or credited to the account. This information is listed on the bill under "Equal payment Plan (EPP) Summary". 
  
  When the bill issued on 12/15/23, the customer had a bill amount owed of $1892.71. However, the actual account balance was for $1147.31. This is the amount that would be owed if the budget was removed and the credit in the budget applied of $745.40. With the customer's payments made on 12/13/23 for $350.00, payment of $350.00 12/18/23, and payment of $350.71 made on 12/22/23, the customer currently has an actual account balance of $96.60. All this information is listed on the bill. 
  
  The customer can choose to remove the budget and pay for actual charges monthly. In addition, the customer can contact customer service and request a billing statement that shows the monthly amount charged in addition to payments received. 

• Initial Complaint

  Date:12/07/2023

  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 had auto pay set up for my account and never had problems before. Today, for my surprise I got a 'pending service shut off' notice and called JCP&L. They continue to tell me that I was late for 3 months. I asked why my credit card was not charged, and they said payment was declined in October.
  My credit card company said there were no problem if my card. My issue is: how is it my fault their system failed on processing the payment, and they now charged me $4.75 to reprocess autopay with credit card. It is only $4, but I am concerned if they are misleading doing this to more clients. $4 for only client is not bad, but imagine if they are doing this to multiple clients? Who audits JCP&L? Isn't JCP&L responsible for checking their own vendors?
  I would like a formal letter of explanation from JCP&L and my almost $5 back.
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 12/18/2023

  Customer was enrolled into recurring credit card payment program. On 10/2/23 the customer was removed from the program due to the payment being declined by the credit card company. This information is part of the terms and conditions provided when the account is being set up for the program. Additionally, there is an email that goes out to the customer advising that the payment was not processed and that it has been removed.

  
  Automatic credit card payments do not have a fee, however, processing a one -time credit card payment does have a fee of $4.75 for the third party (*****), which is not able to be waived. The customer has re-enrolled with the automatic credit card program as of 12/8/23. The attachments show the terms and conditions of the program that our provided on our website prior to enrolling, as well as the email that was sent to the customer advising that the payment was not processed and has been removed from the program.

• Initial Complaint

  Date:12/06/2023

  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: payment was made in order to avoid going to collections. I will be seeking legal recourse through my attorney for First Energy’s unfair and deceptive trade practices. Damages will include the disputed amount of the bill, $277, plus additional damages for the intentional and harmful conduct of First Energy and its employees after its unfair and deceptive practices were brought to light. 
  

  Business Response

  Date: 12/18/2023

  Apologies, the incorrect information was sent in the initial response. Below is the correct information. 

  Attempts to contact customer were unsuccessful. Voicemail was left with direct call back information. 

  Customer was billed $39.46 for the 9 days of service from October 25th - November 2nd. The customer was on a budget, there was $277.40 for the budget difference when service was ended. This information shows on the October billing. This budget balance was from the time period of September 26th to October 24th. The October and November bills are attached. Budget information shows in bottom right of the 1st page of the bill.

  Customer has paid the account in full. 

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a power outage in my neighborhood . The illuminating company was sent out and abruptly cut down several large branches in my back yard. Understanding that it may have been for emergency purposes. The branches were left scattered in my backyard. I called the illuminating company and someone was sent out to my home on 12/5/2023 whom left a notice stating that they did not do this and advising that it may have been another company. This is 100 non factual as I have several surveillances around my home., I am asking for a professional resolution to this matter,

  Business Response

  Date: 12/13/2023

  Good afternoon,

  On 11/21/23, during ******************* the tree that was cut at this location was cut by our company line crew to gain access to this location.  Unfortunately, the company does not remove customer tree limbs that are generated during emergency service restoration.  

  Thank you.