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

• 

  Jersey Central Power and Light Co.

  1 River Centre 331 Newman Springs Rd Bldg 3 Red Bank, NJ 07701

• 

  Jersey Central Power and Light Co.

  1 River Centre 331 Newman Springs Rd Bldg 3 Red Bank, NJ 07701

• 

  Jersey Central Power and Light Co.

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

• 

  Ohio Edison

  420 York St Springfield, OH 45505

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:07/06/2023

  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 had files a complaint before, and I haven’t heard anything back, I still pay my bill each month they keep charging me security deposit fees and they’re still wanting to shut off my electricity even though I’m still paying each month I got a three day shop notice for Monday and I am paying my bill I was on a payment plan a couple years ago but that whole total was paid. I’d like to figure out to set up a new one. It’s not like I don’t pay my bill I pay it and they still wanna shut it off. I have a daughter that needs a nebulizer go to the hospital, tons of year for asthma I need electricity.

  Business Response

  Date: 07/07/2023

   

  The Customer was sent a deposit warning letter on 09/13/22.  A copy of the letter is attached. The Customer did not make timely payments following the letter and was billed a deposit of $626.00 on 01/11/23. A bill was issued to the Customer on 01/13/23 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 888-***-**** to provide your income information and discuss eligibility. The deposit has been paid in full. 

  04/16/23- Re: ID # ******** - ******* ******Thank you for your recent response to ******* ******. We have not yet heard from the consumer and are closing this case as answered. If we receive further correspondence from your consumer we will contact you. 

  Where a customer’s
  credit is not established or the credit of a customer with the company has, in
  the company’s judgment become impaired, or where the company deems it
  necessary, a deposit or other guarantee satisfactory to the company may be
  required to be supplied by the customer as security for the payment of future
  and final bills before the company shall commence or continue to render any
  type of electric service to the customer.

  Customer Answer

  Date: 07/08/2023

   I am rejecting this response because:
   There was a security deposit made in November when 2,000 was paid, where have all the security deposits went that I have paid so far. I don’t have a problem paying the 313 as half now, but it’s not just that my budget is high and I’m not even using as much as I’m paying and my bill don’t go down and don’t see it credited in my account the difference 
  
  

  Business Response

  Date: 08/01/2023

  Any deposit collected in 2000 would have been given back to the customer, the company refunds the deposit after a year of on time payements and the company is not permitted to charge a deposit if they are already holding on. The requested deposit has been paid in full.  The Company is following 56.41 regulations regarding the assessment of security deposits and considers the request valid. Although Customer makes payments they are not always on time and/or in full. 

• Initial Complaint

  Date:07/05/2023

  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.

  Electricity is to be supplied light. This company is double dipping and using social security numbers. they also stated that they only accept dollars as payments. I cannot get a person to change account to my name after a divorce. Two money orders have been stolen by First energy .They have shut down the electricity and extorted $1682 dollars on 4/20/2023. They need to adjust the bill to the proper name. They denied information and threaten to shut electricity. I have power of attorney for the account in my ex husbands name. Account was opened 2010 during our marriage . Account number *************. Police report is on file for criminal aspect of this complaint.

  Business Response

  Date: 07/16/2023

  It is unclear how the customer feels the company is using social security numbers. There is no record of the customer contacting the company regarding social security numbers or to apply for service in their name. This customer has been contacting the company to negotiate on the balance under the current ratepayer's name. 
  The company has not extorted any money. The balance owed on this account is $5685.88 due to the company not receiving payment between 03/05/2021 and 04/20/2023. 
  The company has not received any money orders from this customer. If the customer made payments via money order that were not received, the customer should visit the location of which the money order was obtained with the receipt that they would have received when purchasing the money order so the agency can track where the money order would have went. 
  There is no police report on file and this service is scheduled for termination due to nonpayment. 
  If the customer wants service transferred to their name, they will need to contact customer service to complete an application. 

  Customer Answer

  Date: 07/17/2023

   I am rejecting this response because:

  Various attempts to get proper accounting since social security number is being used by JC&L. A $1,000 money order was received by JCP&L and not credited to the account serial#********** **** on 12/29/2022 certified return receipt# **** **** **** **** **** received by and signed by ***** ****, before them I have tried to contact JCP&L to switch the account into my name I have power of attorney over it. ** Rev STAT 12A:3-311. Accord and satisfaction by use of instrument. I did not receive a true bill with a original contract and wet ink signature. On 2020 1099A was filled and on 2023 for $9785.38 accepted by the IRS.  Many opportunities  to cure this situation. A tender of payment to credit account With the Principal on 5/11/2023 and evidence of 1099 A and $1000 money was sent to *** ******. A negotiable instrument for $12,000 in credits via Post Master Money order Instrument #******** to k *** ****** Registered mail #*************.  Where are the credits why werent the instruments returned.  Extortion of $1662 did happen on 4/20/2023 they shut electricity off without crediting $1,000 the account  and a debt collector came to the trust property and demanded payment on the spot that extortion and coercion. A receipt was never given for the $1662. My heirs had asthma attack on 4/20/23 and I did not have the credits at the time since they have not honored the money order on 12/29/22 definite extortion. No one will give names and no one will do proper accounting I was told by **** *** Supervisor that I have to get a lawyer. That is a threat and denied **** **** who signed the 12/29/22 returned receipt worked at JCP&L/FIRST ENERGY. Where are the instruments where are the credits? I am opening a federal claims case against JCP&L for safety violations extortion, fraud, coercion, not limited to. certified return receipts showing the fraud and various attempts to settle the matter. Certified return receipt #**** **** **** **** ****, Certified return receipt# **** **** **** **** ****, Certified return receipt# **** **** **** **** ****, Certified return receipt# **** **** **** ** ** ****, Certified return receipt# **** **** **** **** **** Certified return receipt#**** **** **** **** **** and Register receipt# **************
  
  
  

  
  

  Business Response

  Date: 07/30/2023

  The only social security numbers on file for the company are the numbers of the account holders if they are willing to provide it. The complaint has been filed by someone who is not an account holder, therefore, the company does not have their social security number. As suggested in the company's prior response, they have applied to place service into their name on 07/20/2023. The company provided service requirements prior to establishing the account due to balances owed. The company has not received money orders, and as previously suggested, it is recommended the customer take the money order receipt to the place of purchase. 

  Customer Answer

  Date: 08/02/2023

   I am rejecting this response because:I have power of Attorney over the account. I tried to switch over to ***** ******* instead of ***** ***** and move the alleged debt from his social account. They refused to transfer the account and prior to that stated that they never received any payments which I have signatures return receipts tracking numbers. There has been no one to check on hazardous conditions. Next Door neighbor died of cancer Dog died of cancer and my daughter had cancer. NO one will give names they lie and hang up phone because they are based on fraud. The grass turns yellow white during certain months only under wires NO ONE HAS CHECKED ON THAT. I made a complaint and have attorney General and *** as witness to and affidavit that FiRST ENERGY CORPS did not respond They are in DEFAULT and will not stand in honor.  I reported on 3/14/2023. 3 poles that are owned by JCP&L/FIRST ENERGY. I am going to need more time to show documents. I was told to show 2 forms of ID and stated that I could not transfer Debt which I have power of attorney ***** ***** because I do not have social security number. We all know This based on PRINCIPAL and the debt is the responsibility of United States which can be discharged since **** *******, Public law *****. my instruments have not been return received with signatures showing post office pick up. DEBT CONSUMER CREDIT=CREDITOR ** *** **** (g). nI am going to need more time to gather my documents since they are sensitive in nature. JCP&L/FIRSTENERGY are not only in violation but they have been in default since March 2022. This company has refused 1099s UCC filings and any correspondence. I will need two weeks 14 days to gather all the information since there is a fee schedule on file and my health and time are very important.  
  
  
  

• Initial Complaint

  Date:06/29/2023

  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.

  My Dad is the owner of 125A and 127 Federal Rd. About 7 weeks ago I called and told them 127 Federal Road no longer has a meter but needs the wire going to the house removed. Early June they instead removed the meter and wire from 125A instead.... I called and they told me they would have to go back to verify this info and they would call me work order was #********* 3 weeks later nothing has been done I have not received any call. What is going on???? Are they really this incompetent?I still need the wired removed from 127 Federal Road!I now need the meter and wire put back on 125A Federal Road because of their s**** up. I am still waiting this is going on a two month process. Completely ridiculous! No responsibility and I am fed up! ************.

  Business Response

  Date: 07/10/2023

  The company has attempted to contact the customer. There was no answer or option to leave a voicemail. The company will need to send a technician to the property to evaluate what was done prior to more work being completed. The company will attempt to contact the customer again and resolve the situation as soon as possible. 

  Customer Answer

  Date: 07/11/2023

   I am rejecting this response because:
    
  They are clearly calling the wrong number because the number I gave them was ************ to call and has an option to leave a voicemail.

  Business Response

  Date: 07/12/2023

  ************ was the number called on Monday and twice yesterday. There was not an option to leave a voicemail. The job was sent out today to be corrected and was completed. 

• Initial Complaint

  Date:06/28/2023

  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.

  On 3/27/23 I received a collection notice from Penn Credit for $159.11 for an old bill from First Energy for a business that closed in 2016. After requesting copy of original bill but only received balance bill from 2022 and several phone calls of my doing. It was discovered that First Energy set up an account after business was closed and charged service fees & late charges from 4/28/17-'18. I was able to have them removed in May but they said their back office would have to handle removing request from collections. I contacted Penn credit each time & said account was on hold while investigating. In 6/24/23 it was discovered that Penn Credit had reported it to the credit bureau - has lowered my score. I have since tried several times to get First Energy to have it corrected & keep being told it's in the back office. I need this removed from my credit report.

  Business Response

  Date: 07/10/2023

  This balance has been removed from the collection agency as of 07/10/2023 and should be removed from the customer's credit report. The company cannot guarantee this will immediately update with the credit bureau. 

• Initial Complaint

  Date:06/26/2023

  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.

  I am currently adding solar power and one of the criteria I must meet is to get a bi directional meter. However, in order to obtain this, I need to contact the interconnection group (**************************************). I have done this many times, and I’m getting the run around. First, it took a week to reply and they simply told me that they didn’t get any paperwork when in fact everything was attached. The response was really messed up, as in grammar, and barely made sense. I sent the documents in again and they told me my size was too big. I then adjusted my paperwork to make sure all my numbers were right. They then replied that my inverter needs changed because of the output power of the device. They are claiming that it puts out 14kw, when its max output is 11.4 kw. So, I then changed my paperwork and obtained a smaller inverter (at a huge loss because the other one was over 3k$). Now, I am not getting a response. I simply want to get on solar power and do my part in being green and use less energy from the grid.

  Business Response

  Date: 07/06/2023

  The company has responded to the customer multiple times concerning the installation of the bidirectional meter.  Currently, the company is still waiting to receive the application fee and a copy of the inspection report from the City of *********. With out these two things, a bidirectional meter cannot be installed at the location.  The customer has been made aware of the requirements.

  Customer Answer

  Date: 07/06/2023

   I am rejecting this response because:
  
  
  This is false. I sent over all documentation multiple times. However, after I threatened them to file another BBB case, all of a sudden I was approved. I’m now waiting on a reply from the ****************************************** department. I sent in 2 checks as well so I expect the second one to be destroyed. Please advise me when a bi directional can be installed. 

  Business Response

  Date: 07/07/2023

  The customer was approved because the inspection and payment has been received.  The customer will need to continue with the Interconnection department to have a bidirectional meter installed.

  Customer Answer

  Date: 07/10/2023

   I am rejecting this response because:
  
  
  I just wanted to make one last pointer. This whole process is flawed. Even though I am now set, it took persistent contact with you guys. I went days without replies. It’s poor customer service. I pay you guys for a service (ie: power) so I expect quick turn around. You guys raise prices for customers, and have a very slow process with little to zero answers? How is this a good customer experience? I understand we have to have electricity and deep down you guys don’t care, but get better and provide a customer experience we pay for. You should be ashamed. 

• Initial Complaint

  Date:06/25/2023

  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 called Jersey Central *********************************************** to complain about a VERY DANGEROUS exposed electrical outlet at a **********, ** address and they totally refused to provide any service. This is very dangerous practice and people could die.

  Business Response

  Date: 07/04/2023

  Without having any information regarding the location of which the customer is concerned about, the company is unable to investigate this claim. If the concern is about an electrical outlet in the premise, Jersey Central Power and Light is unable to address that concern. The company does not do any type of internal electrical work. An electrician completes work internally.

• Initial Complaint

  Date:06/24/2023

  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.

  signed up for the ** program which includes a few rebates, one is instant and one is after tax season. Was Told that it would take around 6-8 weeks to receive the first rebate with is hitting its 9th week next week, the week of 6/26/2023 . made a phone call a few days ago regarding this, spent hours waiting to speak with someone and no supervisor answered , now because they lied to me i have to pay interest charges on my credit card i need to pay off because i have yet to receive the rebate . This is porr handling of this, i would like and money back from interest i will have to pay of the credit cards if i do mot receive the rebate check by jun 28th 2023. They also changed the waiting period from 6-8 weeks to now up to 90 days which had i known that originally i wouldnt be in this situation. Please help mitigate this situation , thankyou. if you need any further information inwm always available. the address for the account needed for reference at the residence im speaking of is ****************** red bank ********** thanks much

  Business Response

  Date: 07/04/2023

  The customer spoke with Jersey Central ********************** and Light on 05/03/2023, when he was advised that the company has no control over rebates issued by a third party. The customer was referred to ************** which is the contact information for the ********** EV program. The customer will need to speak to them. 

• Initial Complaint

  Date:06/22/2023

  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 made a call to first energy Tuesday at 9:08 am. I spoke with a representative in regards to my payment being made in which I was informed that if I pay it before 12:30 service would be connected just pay and speak with representative to confirm payment. I then called again Thursday at 8:24 am to make payment. I was transferred to a representative in which she said it would be next business day because of it being past 10 days. I explained that I was not informed of that when I spoke to the representative Tuesday. I then asked to speak to a manager and was hung up on. I called back to speak with another representative to be transferred. I explained that due to my fathers passing and having to make arrangements my bill was past due. I made the payment and was told that reconnection would take place same Business day as long as it is made before 12:30. The manger then proceeds to tell me the representative looked over that part and was wrong. In which I said I feel as if it should be honored for false information being relayed. The manager then says no one can come out because the workers had a previous work load before I called. Which then again makes their same business day connection false. I feel as if I was given false information and then lied to so I could not receive help or service. Very unprofessional on their end

  Business Response

  Date: 06/28/2023

  As information:
  05/17/23 - the ***************** was disconnected for non-payment.
  05/22/23 - the Customer made payment of $491.20 for reconnection of service.
  05/22/23 service reconnected.
  05/25/23 payment of $491.20 returned for non-sufficient funds. Return check letter sent to the Customer. Disconnection process was resumed on the account.

  05/31/23 the ***************** disconnected for non-payment.
  

  06/20/23 the Customer contacted the ******************** regarding amount needed for reconnection of service.  The Customer was advised $456.20 plus $35.00 reconnection fee for a total of $491.20. The Customer wanted to postdate a check, the representative advised unable to do that.  Customer advised will pay on Friday.

  06/22/23 the Customer process payment of $491.20 via ******************** automated telephone service and reconnection order processed for reconnection on 06/23/23.

  06/22/23 the Customer contacted the ******************** stating she was told if she made payment today before 12:30pm that service would be reconnected. The representative advised since the service has been off since 05/31/23 the reconnection automatically sets up for the next business day since has been more than 10 days.  The Customer requested to speak to a supervisor. While waiting on a supervisor to answer the Customer requested a call back at ************ from the supervisor.

  06/22/23 Supervisor contacted the Customer back per Customer request. The Customer advised was told by previous representative that service would be restored the same day if she paid by 12:30pm.  The supervisor apologized to the Customer and advised that since the service had been off for more than 10 days the next business day is the soonest the service would be restored.  The Customer was advised service would be restored 06/23/23 but no timeframe was provided.

  After speaking to the Customer,the supervisor reviewed the call from 06/20/23 and the representative inadvertently advised the Customer if she paid and contacted the ******************** prior to 12:30pm the service would be restored the same day. The supervisor processed and order for the service to be reconnected 06/22/23 due to Company error.  The supervisor contacted the Customer back and advised the service would be reconnected this same day.

  06/22/23 service reconnected.

  It was not the intention of the representative to provide false information. Coaching will be provided to the representative regarding this issue. 

• Initial Complaint

  Date:06/19/2023

  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.

  Tree work marked by employee ***** marked for trimming work with an orange "TR" was totally ignored by ****** **** when they trimmed other trees that were marked with orange dots. This has been an issue that I have tried to resolve since May of 2021. Finally First Energy Foresty comes here to tell me their employee made a mistake by marking that tree with a "TR" I was told by the original scout that this "TR" was "top removal" The tree has deteriorated over the two years, mostly dead now. There is no intention by First Energy (Toledo Edison) to honor the marking that was on this tree. Foresty employee states tree will not fall on the lines. Tree has over many years been trimmed in a V shape, but it is very high over the two power lines and is dead now.

  Business Response

  Date: 06/27/2023

  2021-03-21  The landowners at ***** ****** **** ** ******** ** were notified by **** ******* (****** **** Service Work Planner) that tree trimming would be completed on their property in the following weeks
  
  Week Ending 2021-04-03  ****** **** trimmed the tree in question as explained.  The “TR” designation indicates that the trim is a “top removal” which is exactly how the tree was trimmed.  It also designates that the tree would be trimmed in a manner that it would not pose a threat to Toledo Edison’s equipment anymore, which concluded the routine maintenance of the tree.  Any further trimming is the property owner’s responsibility.
  
  2023-06-19  A Toledo Edison Forestry Specialist, spoke with ********* ***** regarding the tree.  The Specialist explained that the tree was trimmed as it was designated to be and that the tree now does not pose a threat to Toledo Edison’s facilities.  He also stated that further trimming on the tree is the responsibility of the property owner.
  Thank you,

  Customer Answer

  Date: 06/27/2023

  [BBB transcription via email]

  ****** **** Service NEVER
  Touched that tree with the
  Orange TR marked on it. This
  **** knew this as I personally
  Called him to inquire why the
  Tree was not worked on. I called
  Him in the Fall of 2021 thinking
  ****** **** was coming back
  To do the work on this tree.
  **** said he would call the
  Supervisor there, as he was now
  Located out of town.
  The tree was never touched by
  ****** **** company. If they
  Billed First Energy for this
  Tree they cheated on the invoice.
  Please respond to this email
  As my phone will not allow
  Me to pull up your answers.
  ***********************
  

  Business Response

  Date: 06/28/2023

  The company's position has not changed.

  Thank you,

• Initial Complaint

  Date:06/16/2023

  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 reaching out to potomac edison for over three years to get my account information corrected . I moved in February 2020 and notified potomac edison I was moving but the head of household would be remaining at the residence. We requested to have my name removed and switched to the head of Household . I was advised that the balance would need to be lowered before my name could be removed. I am a disabled senior who moved into a senior community. Since I have moved, there have been multiple payment made on the account, however they will not remove my name from the account. Those payments should have been sufficient to cover whatever was owed on the date that I have moved out. I have made many attempts to get this resolved through customer service, just to be given different answers multiple times. I'VE tried to escalate my request to management with no response. A company as big a this should not be manipulating the elderly and disabled. Three years is long enough, I need my time back. I would like to speak with someone who can actually rectify my issue. I do not wish to speak with customer service, I need someone who has the authority and knowledge to find out where the ball dropped with my issue. I am beyond frustrated this has gone on this long.

  Business Response

  Date: 06/19/2023

  Please provide your account number for research so that we are able to assist. Without identifying information, we are unable to location your account information. Thank you. 

  Customer Answer

  Date: 06/21/2023

  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.

   

  Here is the account number that the business has requested for further review: *** *** *** ***.

   

  Please let me know if anything else is needed.  

   

  Thank you

  Business Response

  Date: 06/26/2023

  Company reviewed the account documentation and the customer called to cancel the service on June 14, 2023. ******** stated her daughter is still living at the location and she did not want the service disconnected. The large balance due on the account will need satisfied for her daughter to have service and the customer decided to not have the service disconnected at this time.