Business Profile

Electric Companies

FirstEnergy Corp.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

This profile includes complaints for FirstEnergy Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

476 total complaints in the last 3 years.
184 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/15/2023
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.
I contacted MonPower/First Energy Corp in May 2023 to have a power pole set at a new residence. I finally received an email with a ** # and I contacted ***** ****** in ******, ******* ******, and he came out and told me where the pole should be set.
I’ve called, left messages and I’ve emailed and no one will contact me as to when my pole can be set. I’ve been given the run around on the phone today by being switched to different people and the lines being tied up. When someone calls me back, they say I’ve reached the wrong department, and I have to be transferred. That results on me waiting on a call back from another department, which ends up being the wrong department again.
I’m having to live with family or friends because I don’t have any power which is ridiculous. I realize we’ve had storms and the departments are busy restoring power that has been lost. But I just need a pole set that I can hook to and have my own electricity.
I need to have power because I use a CPAP machine at night or when I’m asleep. This is a medical necessity for me.
Business Response
Date: 08/18/2023
The engineer contacted the
customer on 8/16/23 to ensure they had the correct
contact information. The engineer had not received any messages from the
customer.
The designer and lines
supervisor made a site visit to ***** ******’s new home location 8/17/23. It was discovered the customer has multiple items to complete, besides
the electrical, before she meets the permanency requirements. Once the company receives an electrical
inspection, the customer's job will placed on the schedule for installation. Currently we are working on a 4
to 6 week wait time once all requirements are met. We will make every effort to find an
opportunity to schedule this job as soon as possible.
Customer Answer
Date: 08/18/2023
[BBB transcription via email]

I received a call from MONPOWER this morning regarding my power installation. They have sent me a list of inspectors so I can have my work inspected and once the inspector gets back to them they will install my pole.
Thank You for your help.
Initial Complaint
Date:08/15/2023
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.
The power company is not trying to work with my household at all. We've asked for a ten day extension they told us no. We did file for ****************** and are waiting for the response. And we are a family with zero income at this time.
Business Response
Date: 08/16/2023
West Penn Power does not provide their customers with extensions; however, the customer may be issued their dispute rights which allow the customer 10 days to contact the *************************** if they are not satisfied with the outcome of their call and depending on the time frame of when the customer calls the customer may be given a new termination date which would be 10 days out and may seem like an extension. The company may only issue the 10 day hold one time per termination notice. If a customer is to release the call the 10 day hold might not be available as the rights are sent manually through the mail. It is the customer right to contact the *************************** anytime he or she are not satisfied with the company and their decision.
Initial Complaint
Date:08/10/2023
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.
Please see attached Word document.

Attached is the webpage referred to in the complaint at the time of this complaint.
Business Response
Date: 08/21/2023
The Customer was sent a deposit warning letter on 05/25/23. A copy of the letter is attached. The Customer did not make timely payments following the letter and was billed a deposit of $294000.00 on 05/15/23. A bill was issued to the Customer on 05/15/23 which included the deposit and following message; "A security deposit has been billed to your account. If you are unable to pay the deposit in full, you have the option of paying the deposit in three installments: a 50 percent initial payment will be due with your first bill, another payment of 25 percent will be due with your second bill and a final payment of 25 percent will be due with your third bill. Please note that the deposit installments will be in addition to your monthly bill amount. Please contact us at ***-***-**** if you would like to pay the deposit in installments. Your security deposit will be waived if you are confirmed income eligible for a customer assistance program. To apply, please contact Dollar Energy at ***-***-**** to provide your income information and discuss eligibility."

The entire requested deposit is unpaid.
A deposit was
requested in accordance with 56.31. The
Company used an outside credit source to determine the Customers credit risk
and they have the option of contacting the agency who prepared the report;
Experian National Consumer Assistance Center.

When a new Customer
applies for service, the Company uses Experian to check the credit score.
Company applications representatives do not see an applicant's credit score.
The representative receives a prompt for the security deposit requirement. The
representative then processes the security deposit requirement with the
applicant per Company procedure.
Initial Complaint
Date:08/09/2023
Type:Product 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.
RECEIVED A "CONFIRMATION" LETTER FOR A CHANGE OF ELECTRIC SUPPLIER THAT I NEVER REQUESTED FROM THE ILLUMINATING COMPANY {FIRST ENERGY} TELLING ME AEP ENERGY INC. "IS BECOMING MY ELECTRIC GENERATION SUPPLIER ON YOUR NEXT METER READING.

ACCOUNT: ************

CUSTOMER ********************
Business Response
Date: 08/14/2023
Regarding account ************,
which is the account number included in the compliant, under the name of *****
* **** at service address **** ***** ***** ** *********, ** *****
The Customer was signed with AEP Energy through Govt Aggregation.
On 08/04/23 CEI (The
Illuminating Company) received enrollment request from AEP Energy as the Customer’s
supplier.
On 08/04/23 a letter was sent
to the Customer confirming AEP Energy becoming their supplier effective 08/22/23
and also advising if they do not want to change suppliers to call Customer Choice
at 1-800-***-**** within seven calendar days of the postmark date on the
letter. Copy at the letter attached.
The Customer has not
contacted the Company regarding the letter received or to request the contract
with AEP Energy be rescinded.
If the Customer does not
want AEP Energy as their supplier, they would need to contact AEP Energy to cancel
which would revert the Customer back to CEI (The Illuminating Company) as their
supplier.
Customer Answer
Date: 08/15/2023
I am rejecting this response because: THIS RESPONSE IS IN REGARD TO AN ENTIRELY DIFFERENT ADDRESS THAN MY OWN. MY ADDRESS IS **** ***** ***** ***** *********, **** *****. I NEVER SIGNED UP TO SWITCH COMPANIES SO IT IS INCUMBENT UPON FIRST ENERGY TO RECEIND THE CHANGE.

Business Response
Date: 08/16/2023
The Company has
not received any information regarding a supplier change on account
************ for the address of **** ***** ***** ** *********, OH and no letters
have been issued to the Customer on this account regarding a supplier change on
the account.
The Customers supplier on this account is The Illuminating
Company (CEI).
Customer Answer
Date: 08/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:08/09/2023
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.
JCP&L offer autopay using credit card. However, they charge customer's credit card 10 calendar days prior to due dates (e.g. due date of 8/17, credit card is charged on 8/7). When asked why they are charging my credit card 1/3 of the month before due date, their response is that its part of their T&Cs. The Company offer one time credit card transaction but also charges a convenance fee. They also say you can use your checking account, but with hyper inflation and significant rise in rates (my August bill was $684, with two previous months being estimated) consumers are living on a tight budget and we need to use the credit card to manage these expenses. I am requesting the company to adopt a more consumer friendly policy and allow the customer to choose what day they want their credit card to be charged from bill issue to bill due date. Current policy is extremely punitive when my credit card is charged 10 days ahead of due date.
Business Response
Date: 08/11/2023
JCP&L does understand you may be unhappy with our position. We also are concerned with your satisfaction but unfortunately, we are unable to comply with your requests to change the processing or timeframe of the automatic credit card payment program.
Customer Answer
Date: 08/11/2023
I am rejecting this response because:
JCP&L is not providing any legitimate reason as a matter of fact no reason. There are many utility companies including *********************** and many other utilities that are regulated and who do not take customer's money 10 days ahead of due date. Company is acting as a monopoly by saying this is the way it is. You are a regulated company and should have much better customer friendly policies.
Business Response
Date: 08/21/2023
The company has reviewed the matter and after further review, the companys position remains the same.
Initial Complaint
Date:08/04/2023
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.
JCP&L provides street lighting for our HOA, ******** ** ***** *********.
For years we have been charged approximately $246 per month for fixture charges in addition to the charge for the electricity usage. We have reported multiple issues with the fixtures leaning, needing painting and at least two of the fixtures do not light. JCP&L has been unresponsive. We still have the same issues even after reporting this to them multiple times. Considering the amount of money they charge us in fixture fees each month, they need to correct the deficiencies.
Business Response
Date: 08/08/2023
The customer's concerns have been forwarded to Line Operations.
Customer Answer
Date: 08/09/2023
I am rejecting this response because:
while there was a crew here to replace light bulbs, they did not address the leaning pols and the poles that are in dire need of painting. Since we are being charged monthly for rental of these the least they can do is keep them upright and properly painted. I am enclosing just two examples of some of the painting/leaning pole issues that we have here that remain unresolved. I have 144 very unhappy residents of this HOA that would like to see something for all the money they pay for these.

Business Response
Date: 08/11/2023
The additional information has been documented and forwarded to Line Operations.
Customer Answer
Date: 08/16/2023
I am rejecting this response because: while they have insured that the lights are all working - they only straightened some of the leaning poles and have not painted any of the poles. Poles are unsightly yet we are continually charged a monthly fee for them.

Customer Answer
Date: 08/18/2023
I have been contacted by two individuals from First Energy. They have been very helpful and as a result I now wish to change my prior response to acceptance of their solution.,
Initial Complaint
Date:08/04/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have emailed this company wrote letters! I am a identity theft victim threw a family member, who uses my personal Information to make online purchases or put things in my name which is hurting my credit score! I am not paying this bill! I spoke to several representatives and was told this will be handled and removed from my credit report! It has not! Im seeking help in this matter or I will just file a claim with small claims court! This is hurting my credit score causing pain and suffering! I want this account removed and closed immediately As stated it will be and has not! Im very upset about this! I have court documents showing I am a victim and this is just fraudulent! Please remove this account update my credit score immediately please
Business Response
Date: 08/09/2023
Good afternoon,
I am not able to locate an open account or an account at the provided address. Could the dispute be for a different residence?
Thank you,
Customer Answer
Date: 08/10/2023
Yes this account is for a ************************************************************************! Thank you

Business Response
Date: 08/14/2023
Good morning,
The service at ******************************************************************************* started in the customer's name on 11/01/21 and ended 03/13/23. The application was submitted on 02/25/23 with an individual who could verify all of ******************** information. The company has not been notified of any concerns of Identity Theft. The customer should file a police report with the location statation as well as a dispute with the FTC. This information should then be provided to the company for investigation.
Thank you,
Initial Complaint
Date:08/02/2023
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 was placed on the **** plan June 18 2023 after I bought my first home. I’ve never been on **** before because I only rented and didn’t have gas and electric. Per my enrollment I pay 87.00 ******** energy and 87.00 Ohio Edison every month.
Ohio edison is charging me my full bill. They charge me and it says **** 87 dollars and then I get another charge for the remaining amount of my bill. Which makes no sense. I’m on **** because I’m low income and can’t pay the whole bill. But everyone I call at customer service keeps telling me I have to pay the **** amount and the rest of the bill. I need help because this makes no sense. I will gladly attach all the documents. But you have me paying my whole bill when it says **** plus on my Ohio Edison. Thats so illegal it’s like your double dipping. I don’t understand. You’re not honoring my Ohio energy assistance documentation. I can’t keep paying the full bill every month. And I shouldn’t my amount per Ohio state is 87.00. I’ve never missed a payment. I’ve never done anything wrong. You’re stealing money from me and my children. No one at the customer service center is able to help me. They keep reading something off a paper about do you want us to send you energy saving tips. They don’t even listen are they robots. Please help me. I look forward to getting clarification on this matter. My next step will be the news.
Business Response
Date: 08/09/2023
The customer enrolled in **** on 06/01/23. The customer had a credit on the account, no dollars were deferred. The customer still has a credit on the account which is covering the monthly **** amount, $87, each month. When an account is enrolled in ****, the bills will still show the actual usage for the residence. Only the **** amount will be due.
For the most recent bill which issued on 07/03/23 showing a credit of $777.50. The **** amount of $87 will be deducted from the credit not the actual usage on the meter of $116.64.
Thank you,
Customer Answer
Date: 08/10/2023
I am rejecting this response because:
If you look and open up my attached statements you will see the whole Amount is being deducted. It says **** plus 87 and then you will see the rest is also being taken out. My July bill states previous balance 777.50 minus 87 **** plus a then it states minus 73.66 and says I have a credit balance of $616.84 as of today. How does that make any sense if my balance was 777.50 minus 87 is not 616.84 and that’s exactly what it shows as of today. That’s the whole payment being taken out. Not my **** plus only. And this happened last month also for June payment. Nothing more than 87 dollars should be taken out point blank. June I started out with $865.50 so within two months my account is down more then the agreed upon **** plus plan $87 a month. My balance should be 691.60 865.50 minus 87 minus 87 equals 681.60 not what is shows
Initial Complaint
Date:08/02/2023
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 work from home. My internet has been unstable for over a year. My internet provider could not repair my internet safely due to a dry rotted utility pole in the back of my property. I've contacted the utility company repetitively to no avail. The only explanation that I received is a ticket was created, but we don't know it's not being scheduled for repair.
Business Response
Date: 08/09/2023
On
10/10/22, the customer reported the power pole dry rotted, and their internet
service can’t be stabilized until the electrical pole is replaced. An order was
sent to the field to investigate.
On
6/30/23, the customer contacted the company to report a damaged pole, customer
stated the internet company needs to fix the wire on the pole, but the pole is
damaged, and they are unable to climb the pole. The Customer stated she works
from home and needs to get her internet issue resolved. The customer stated the
pole needs to be replaced which is in the back of their home on the outside of
the fence. An order was sent to the field to investigate.
On 07/06/23,
the customer contacted the company requesting to speak to a supervisor. The customer advised has been calling since October
regarding a pole to the rear of their home.
Call was transferred to a Resolution Specialist.
07/06/23
Resolution Specialist spoke to the customer and advised a message has been left
for the line shop about the rotted pole and that the line clerk would be
calling her.
On
8/2/23, the customer contacted the company to discuss the damaged pole. The
customer stated she works from home, and the utility pole is dry rotted. The
internet provider can’t fix the connection until utility pole is replaced. The
customer states she’s been calling for the same and has had enough and ready to
take further actions if not repaired and taken care of. The representative
requested to speak to a supervisor. An order was sent for a supervisor to
contact her. A supervisor contacted the customer and left a message advising an
order was sent to have someone from the lines department contact her back.
On 08/03/23,
supervisor attempted to contact the customer no answer/voicemail left
apologizing for the amount of time it is taking to resolve the issue.
Per
Company personnel:
On 08/03/23, *** Supervisor visited this location to assess
the situation. A job was drawn up to have the pole replaced.
The pole is tentatively scheduled to be replaced on
8/21/2023.
Customer Answer
Date: 08/10/2023
I am rejecting this response because: The response isn't satisfactory. I don't need an apology from a supervisor. I need a date for service. When is that happening? Do I need to contact an attorney or the news to bring attention to this. This isn't right and makes no sense as to why there is a delay. In less than 60 days it will be a year since I first reported this issue.
Initial Complaint
Date:08/01/2023
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.
Received a denial on a claim my property was damaged.

See the attached pictures pole leaning due to not being anchored prior to storm.

Pole fell on to my house no tree was involved the tree is behind the house pole fell on the front

I want damages covered and the other poles located close to the house looked at.
Business Response
Date: 08/09/2023
Company investigation found that we received a report from a customer of a tree falling on our line. Company went to the location to investigate and found a tree fell on our facilities causing the wire to pull tight and cause the pole to lean. Lines supervisor verified the pole has been installed correctly. Claim remains denied.
Customer Answer
Date: 08/10/2023
I am rejecting this response because:

The response does not addess the concerns and evidence submitted.

I provided pictures of tue leaning pole prior to it falling I also filed a complaint to.look at the other poles leaning over..

I will pursue legal action if I do not get satisfaction.

*** *** ****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

FirstEnergy Corp. is NOT a BBB Accredited Business.