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.

  331 Newman Springs Road, Bldg 3 Red Bank, NJ 07701

• 

  FirstEnergy Corporation (Cleveland Area)

  6896 Miller Rd., Room NRHQ-2 Brecksville, OH 44141

• 

  Allegheny Energy Inc

  5404 Evans Rd Erie, PA 16509

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:07/28/2023

  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'm very upset with this company for months they have been charging me way over what I make and what I do in my house I'm getting tired and thinking they are double charging me for no reason and it need to be dealt with cause now it being threaten to shut my power off again

  Business Response

  Date: 07/31/2023

  In most cases a customer's bill is based off of actual daily readings that are registered from usage in the home. The company does not bill a customer based off what they make however there are assistance programs available based on income that may be able to provide monthly assistance. Each residence is different you should contact the company to discuss any high bill concerns you may have as they can conduct a Customer Bill Anylis to help determine how much you should be using on a monthly basis and how much your typical monthly bills should run. 

  Customer Answer

  Date: 08/01/2023

   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:07/26/2023

  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 am a 100% disabled US Army combat veteran. My only income comes from my disability payments from Veterans Affairs, which is barely enough to cover my mortgage and provide for my family. Over the past 24 months, I have been charged a total of $26,723.96 by JCPL and ****************** for my electricity services, which is significantly higher than the average bills I have been receiving.The average of my electric bills from February 2020 to February 2021 was approximately $258.25. The average of my electric bills from January 2023 to June 2023 was approximately $323.59 per month. Considering these averages, the total for 24 months should be $7,766.16. However, I have been charged $26,723.96, which results in an overcharge of $18,957.80.I suspect this overcharge to be due to a faulty meter, coupled with ****************** charging me a variable month-to-month rate without a valid contract in place. I initially entered into a one-year contract with ****************** for an energy rate of **** cents per kWh. Upon the expiration of this contract on May 22, 2022, ******** Utilities never returned my account to JCPL's energy provider, instead, they started charging me **** cents per kWh without a contract or agreement in place.To further investigate the unusually high charges, I had the meter replaced on March 18, 2022, to check if it was faulty. Despite this, the high bills have continued.I demand a thorough investigation into this matter and a refund of the excess amount charged. As a disabled veteran, it is distressing and completely unaffordable for me to be facing such excessive charges. I am looking for your assistance to address and resolve this matter urgently.Desired Outcome:I am seeking a refund of the excess charges totaling $18,957.80. Furthermore, I request that JCPL and ****************** conduct a detailed audit of their billing and metering practices to ensure that this does not happen again, to me or any other customer.

  Business Response

  Date: 08/04/2023

  Customer enrolled with Frontier 05/22/2021 and has them set to be removed effective 08/22/2023. The usage at this property has been consistent up until this year, where it has decreased. This demonstrates there is no error with the meter. 
  Third Party Suppliers and the ********************* Utilities are completely independent from each other. The company has no control over rates charged by the supplier. The Customer's dispute is with the alternate supplier.

• Initial Complaint

  Date:07/26/2023

  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.

  On July 27th we had recieved an email stating that they will charge a $30 SEASONAL FEE. We have not moved yet and were not aware of this charge when we first created the account for West Penn Power. We could not find any information on the terms/explanation on the website and the internet. I then called and was transferred twice. They had stated they did not see a 'seasonal fee' and the only charges on the account were for 'service fees.' They were unable to provide any explanation as to why it had specifically stated 'seasonal fee' but said they are guessing it is a 'service fee' instead. We have no problem paying the amount, however, there was no information prior as to the charge as well as no information present on there website for the charge. ACOUNT #************.

  Business Response

  Date: 07/26/2023

   West Penn Power does not charge initial service fees.  A review of company records does not reflect a fee was charged to the account in question.  

  A seasonal move-in charge would not be applicable in this situation. If customer is billed this charge and it is for this property in question, the company will waive it as it occured.in error.

• Initial Complaint

  Date:07/25/2023

  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 have been a customer with Met Ed and I noticed several months ago that there was a $60 pledge charge added to my monthly bill. I DID NOT authorize this charge
  I called on 3/7/23 and spoke to a rep by the name of Steven who assured me that the charge would be removed within 3 to 7 days and there would be no extra charges going forward. The charge was never removed and every month since then an extra $60 has been added. I have spoken to multiple agents with no resolve. I am elderly woman with health issues. The back and forth has been very stressful for me. I feel as though they are taking advantage of me. I am truly at a loss because I have called several times. I would like the accumulated unauthorized charges to be removed and any future charges stopped. My account number is *** *** *** ***. Attached are copies of the most recent bills for reference.
  
  Thank you in advance for your assistance with this matter

  Business Response

  Date: 07/27/2023

  Good afternoon, 

  We apologize for any inconvenience this may have caused you.  I sent a request to have you removed that program and have also requested a refund for you.

  I am pleased to inform you that we received a response back from our billing department, which states credit customer  for Met Ed DEF - pledge in 2022; reversed all pledges in 2023.

  Thank you!

• Initial Complaint

  Date:07/24/2023

  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 have been due a refund since april of this year. Jcp&l is using a third party to refund me my money in form of visa gift card. I was told the gift card was mailed and never received it. After a google search I learned the company issuing the gift card is under criminal investigation in ******* for fraud not giving customers back their refunds and are now operating under a new name. every time i contact jcp&l I'm told to contact this third party. when i contact this third party they say i have no account and to call jcp&l. this has gone on for 3 months and i want my money refunded.

  Business Response

  Date: 08/04/2023

  On 07/25/2023 the company contacted the third party regarding this concern and it was found the mailing address was missing a digit. The refund has been re-issued to the mailing address on file. Customer should allow up to 3 weeks to receive. 

  Customer Answer

  Date: 08/04/2023

   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:07/21/2023

  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 recently moved from Philadelphia to Dillsburg last October. I've been trying to get answers from Met-Ed regarding commercial billing rates if I were to set up and start using upwards of 18,000 kWh or 30 kW per month. They have not been very helpful in providing estimated generation and distribution charges with that type of projected usage. They were not able to provide me with a sample commercial bill either. I need this information to determine whether or not I would be making any money running my business here.

  Business Response

  Date: 07/24/2023

  Based on the Met-Ed current price to compare in the Dillsburg area the price per kilowatt hour (KWH) is at $0.10 for a residential usage. However, a nonresidential usage the rates are slightly different and are currently at about $0.09 / KWH. This would mean if a customer were to utilize 18,000 KWH in a single month of nonresidential usage, the distribution portion of a customer's bill would be approximately $1620.00. The company would not be able to provide a sample commercial bill as bills are generated on a monthly basis based distinctly off a person(s) property and usage. The company's rates can always be found at firstenergycorp.com. 

  Customer Answer

  Date: 07/25/2023

   I am rejecting this response because:
  
  
  See attached commercial usage bill from when I was running my business at full capacity in Philadelphia. I'm trying to compare apples to apples. Are you able to help give me an idea of what lines items are applicable to Met-Ed and approximate cost?

  Business Response

  Date: 07/27/2023

  Being that PECO has a different bill than Met Ed we cannot be 100% certain however, based on our knowledge the line item you should be looking at to compare apples to apples to would be the generation charges. If you have any further questions, we suggest that you contact Met Ed, Monday - Friday 8:00 AM - 6:00 pm to speak to a Customer Service Specialist who handles commercial billing rates. Thank you. 

• Initial Complaint

  Date:07/18/2023

  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.

  Hello, I've been with penelec for years an never had a late payment and have always paid it in full. in the last 6 months my income changed so I decided to enroll in a budget plan. I got a shut off notice and called them for them to tell me that the budget amount changed, which I was un aware of bc I was not getting bills since I started the budget plan so I was just paying the $211.00 every month but that went up which caused my electric bill to increase and caused the shut off noticed. I spoke to 2 very rude ladies on 7/17/23. 1 told me if I paid a certain amount my termination would be stopped so I did then she said oh never mind that didn't work. 1 called today 7/18/23 spoke to a very nice lady and she gave me tips on how to lower the electric bill, how to test my fuse box and also told me part off my bill was a Security Deposit they are charging me that's over $450.00+. Now I'm on the budget plan because I was having trouble paying my bill for them to turn around and add 450+ Dollars. How is that fair when your already struggling to pay you normal amount. Any help with this matter would be great. unfortunately I don't qualify for any assistance to get this paid I'm 200 over the income guide lines.Account #************

  Business Response

  Date: 07/19/2023

  As a one-time courtesy and due to consistent, good faith payment history, the company has agreed to waive the security deposit.
  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.
  As a courtesy to help better manage the bills going forward,I have reset the Equal Payment Plan and the installment plan to include the total past due balance. Starting the next billing cycle, the customer will pay the Equal Payment Plan amount of $239 (The average monthly bill over the past 12 months)for at least 3 months + the new Company Installment amount of $38.00. Next month.Please note the bill is reviewed every three months and adjusted as needed. 
  

  A new bill has been issued for $277 due 8/8/2023.

• Initial Complaint

  Date:07/18/2023

  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.

  A few months back I opted out of Nopec and several weeks later I received a letter confirming my opt out was successful. However, my 2 most recent bills have a Nopec fee included with them. And I called and tried to confirm this via automation and it was accepted but I am still being OVER billed via the mailed Illuminating Co invoice.

  Business Response

  Date: 07/21/2023

  Good afternoon,

  On 05/22/23, the company mailed the customer a letter advising that NOPEC will become the supplier on 06/07/23.  The letter advising to contact the company in 7 calendar days if the change is not wanted.

  06/07/23, the customer did not contact the company and NOPEC became the supplier.

  06/09/23, the company was notified that NOPEC has elected to end the contract with the customer on 07/06/23.

  The customer did not contact the company to request the change of supplier be cancelled.  The customer's dispute is with NOPEC.

  Thank you,

  Customer Answer

  Date: 07/28/2023

   I am rejecting this response because: I did in fact mail the letter prior to the deadline. I also received the letter showing that Nopec is no longer my provider. Therefore is it correct to assume that The Illuminating Company is still my provider?
  
  
  
  

  Business Response

  Date: 08/03/2023

  Good morning,

   

  The company's position has not changed.  The Illuminating Company is the customer's current supplier.

  Customer Answer

  Date: 08/04/2023

   I am rejecting this response because:
  Does that mean nopec is not involved with the service to my address? If so, why is there a nopec charge on my invoice after i opted out of nopecs services?
  
  

• Initial Complaint

  Date:07/13/2023

  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.

  WPP was notified that my property at *** ***** ******** **** ********, *** ***** was sold 5/31/22.
  I called them several times and then received 7 bills from Oct.6, 2022 to Oct. 28, 2022. They then took $27.00 from my check paying for my home account. Again on 5/19/23 They took $63.64 from my check and put it on the account I do not own. I notified the new owner of the property and called WPP co. several times. As of this date WPP Co. has done nothing to correct this situation. The meter was read monthly by MPP Co.

  Business Response

  Date: 07/19/2023

  The move in - move out department reached out to  ******* ***** / ************ and advised
  final bill issued of 63.64 for charges until 08/30/2022 end of service date, the customer stated they did not live there till August  The customer stated closing on the property was 05/2022 - the move in - move out department advised customer that there was no
  request to end service from them, therefore, customer is responsible for that bill.
  

  Customer Answer

  Date: 07/25/2023

   I am rejecting this response because:I informed Wppco that this building was sold, no one was living in this apartment from Nov. 2021 till Mr ***** ******* bought it. I can not put this account in any other name. It was the new owners responsibility to put it in his name. When I sold this property the lawyer who took care of the sale said everything was taken care of. I only left the electric on in case of cold wether, my bills were always less then $10.00 and were read by wwpco every month. Wppco did not send any notice, until Oct 2022 when I received 7 bills, I again called them and nothing was resolved. 
  
  
  
  

  Business Response

  Date: 07/26/2023

  The company has reviewed the account information and after further investigation, the company’s position remains the same.

• Initial Complaint

  Date:07/13/2023

  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.

  Met Ed told me to get an inspection to get power in my name. They did not give me any other instructions at the time. After getting an inspection, they have not put on my power and it is running at half voltage according to an inspection done today, 7-13-23. My refrigerator and stove do not work due to low voltage so I am living out of a cooler and it is hard to be able to afford to feed my children this way. Todays inspection is the 3rd one my house has had this year.

  Business Response

  Date: 07/20/2023

  In review of the Customer’s account on 1/5/2023 an order was created and sent to our Meter Services Dept to check for tampering due our smart meter detecting an event of tampering.  On 1/6/2023 a meter service technician worked the order and confirmed that there was theft of service.  Copper jumpers were removed, the meter was blocked, and the meter base was secured with a tamper proof lock and then a request was issued to have the services cut underground.

  Following this on 04/21/2023 an application for service was done through our Company website for ********* ******, however the application was denied, and an email response was sent.  On 05/11/2023 ********* called our customer service to obtain service and pay a deposit requirement and at that time was advised of the inspection that would also be required to obtain service and was provided a DR# ********* to provide to the inspector to have the inspection faxed in once passing inspection.  

  On 07/13/2023, ********* called our customer service, and she was advised that no inspection had been received.  As of 07/14/2023, when this inquiry was sent to our field office, an inspection had not been received for DR *********. If ********* has already contacted the City of Reading and has obtained and passed an electrical inspection as mentioned in her complaint, she will need to reach out to the city to determine the status.  The inspector will need to fax the inspection to the Company.  If repairs are needed and it will not pass inspection, she needs to have an electrician complete the repairs and then have the inspection completed and faxed.

  In reference to this being the 3rd inspection they have had on their home; it is not clear if that is due to not being able to pass the inspection or for what reason there have been 3.  There has only been one DR order number issued on this home to request an inspection for ********* ******. Once the customer has completed requirements to obtain the service, (valid inspection showing as passed and payment of the security deposit requested at time of application) the Company should be able to connect service.