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.

  521 Main Street Allenhurst, NJ 07711

• 

  FirstEnergy Corp.

  1040 S Prospect St Marion, OH 43302

• 

  FirstEnergy Corporation (Cleveland Area)

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

• 

  Allegheny Energy Inc

  PO Box 230 Latrobe, PA 15650

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:04/06/2023

  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 pulled my credit report and say a collections on the report for a ******** recovery presenting the ************ ******* for 381.96. I was advised by the company to contact First energy. When I called I spoke with a ******** who advised that I needed to contact the collections department and she transferred me to *****. I explained to ***** that the bill was for account number ************ and I had service from 10/12019- 10/31/2019. I moved out on 10/20 and called to disconnect. She stated she didn't see a record but only say a record that a dispute was made on the bill 12/4/2019 and that was when the service was disconnected. I explained I was not there in November and I would like to have that removed. She said she see a bill for 482.77 for the time period of 11/8/2019-12/4/2019 but not explain where the balance come from. I asked her why did the collections company have a lower balance and she couldn't explain that either. I advised I will not be paying for services when I was not there but will pay for service that I owe. She put me on hold for a supervisor the 45min and never came back to the line. I would like to get this resolved ASAP. As this hit my credit report and just want an explanation of the bill and pay what I owe.

  Business Response

  Date: 04/06/2023

  Service was in the name of ******
  ******* at service address of *** ******** **** * *** **** ******** ******* **** *****, account ************ from 10/1/2018 to 12/4/2019.
  On 12/3/2019, ****** *******
  contacted the company and requested service to be taken out of her name
  effective 12/4/2019. Per request, a move-out was completed and service was
  taken out of customers name effective 12/4/2019. A final bill in the amount of
  $482.77 (due 1/28/2020. A copy of the final bill is attached.
  

  On
  2/18/21, ****** ******* contacted the company wanting to know the balance on
  the final account ************. The representative confirmed a final bill had
  been issued for the total amount of $482.77. The representative provided the
  phone number to the external collection agency.
  
                 On
  4/6/23, ****** ******* contacted the company to discuss the final account ************.
  The customer stated she was not at the property after October 30th,
  2019. The representative further investigated, and company records did not show
  the customer contacted the company to change the move-out date on the final
  account. Company records show ****** ******* had contacted the company on 12/3/2019
  and requested the move-out effective 12/4/2019, which the company did per Ms.
  *******’s request. The representative explained the final unpaid balance of
  $482.77 was usage up until the move-out date 12/4/2019. The customer stated the
  collection agency is giving her a different amount owed. The representative explained
  the final account had a supplier included in the final balance. Per customers
  request, the customer requested to be transferred to a supervisor. Per
  customers, request the call was transferred to a supervisor. Someone other than
  the company ended the call.
  

  Based on
  further investigation, ****** ******* is responsible for the outstanding
  balance that is with an outside collection agency. The customer would need to
  speak to the outside collection agency, *** ****** ***. at *************** The
  account was in ****** *******’s name and personal information. The final bill
  was issued with no return mail and remained unpaid. The service was taken out
  of ****** *******’s name effective 12/4/2019 which is the date the customer
  requested.
  

  Thank you.

  Customer Answer

  Date: 04/07/2023

   I am rejecting this response because:

  
  

  The claims are false. I would like for someone from the business to contact me as I was left on hold by the agent waiting for a supervisor in which no one ever returned my call.  I didn't call on 12/4 to remove my name I called to find out why I received an additional bill when I was no longer there. The agent stated that the service was not turned off. I explained that it should have been turned off when I called in October 2019 to disconnect the service. The 12/4 disconnect date was not by request. My issue is the breakdown of the final billing. I spoke with the collections company, and they advised to contact First Energy. I have documents to prove I was not there past October 2019. 
  
  
  
  

• Initial Complaint

  Date:04/06/2023

  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.

  JCPL did not make a reasonable effort to collect my balance and sent invoices to an address I have not lived in for over 10 years. They could have leveraged other contact methods, such as e-mail or phone, to attempt collection. Instead, the company hastily went to collections. I was MORE THAN HAPPY to make the payment once I noticed the debt in my credit report! My complaint is that JCPL did not use its internal resources to attempt debt collection. This internal process will impact people like me who hope to buy a home or a car. They need to change their collection policy and align it with other public services. I hope that the company can make an attempt to remove the delinquent accounts. They need to modernize their company. Their current practice will negatively impact lower to mid-class and this matter could result in a class action lawsuit. I see their policy as a liability.

  Business Response

  Date: 04/13/2023

  Company records show, on Tuesday, April 11, 2023, a Resolution Specialist from our contact center contacted the customer to discuss their concerns. 

  Customer Answer

  Date: 04/14/2023

   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:04/04/2023

  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 was charged an electric bill for $1808.00 on 2/11/2023. When I called First Energy (Penelec) to find out what happened (my bill is usually between $200- $450) they said my power supplier had been switched to Park Power on 12/8/2022 at 3 times the First Energy (Penelec) rate. I did not authorize this change and called Park Power right away and cancelled. I was told by Park Power that First Energy (Penelec) had automatically signed me up for their services WITHOUT MY PERMISSION. I disputed this bill with First Energy (Penelec) and filed a complaint with the Public Utilities Commission.
  First Energy (Penelec) deemed that I was responsible for this outrageous bill and sent me a shut-off notice yesterday, 4/3/2023, so I was forced to pay that ridiculous bill that was not my fault. What can I do and how can this be allowed to happen? What is to stop any company from this kind of fraud?

  Business Response

  Date: 04/13/2023

  The company does not force customers to enroll with alternate suppliers. Customers have the option of enrolling with an alternate supplier who may offer a lower, fixed rate than what the company can offer at the time of enrollment. Supplier rates are out of the company's control. The company was notified that the customer chose Park Power as their alternate supplier and issued a letter to the customer on 11/08/2021 that included; "Our records indicate that you have chosen to receive one bill from Penelec that will reflect charges from both Penelec and your new electric generation supplier. If this information is incorrect, please contact our Retail Choice Center at 1-888-478-2300." 
  The company did not receive any response from the customer. Third Party Suppliers and the Electric Distribution Utilities are completely independent from each other. This customer's dispute is with the alternate supplier. 

• Initial Complaint

  Date:04/03/2023

  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.

  My balance was paid off in November I got a bill 2 weeks later for $880, my bills have been out ragious I have oil heat no reason for my bills to be over 500. I want my bill adjusted and put back on a responsible budget amount, I was getting 2 bills a month and don’t know why. Thank you

  Business Response

  Date: 04/04/2023

  The Customer did not contact the Company regarding a high bill prior to filing their complaint with the BBB.
  
  Customer is currently on EPP (budget) plan. 
  
  Bill issued 12/13/2022 for the current charges of $343.00, the bill was due 1/3/2023
  
  Bill issued 1/13/2023 for past due charges of $343 plus current charges of $974.15, which includes security deposit request for $626. Total bill amount due $1,317.15 due 2/3/2023
  
  Bill issued 2/13/2023 for past due charges of $1,317.15 plus current charges of $512.29. Total bill due $1,829.44 due 3/6/2023
  
  Bill issued 3/15/2023 for past due charges of $1,829.44 plus current charges of $519.82. Total bill amount due $2,349.26 due 4/4/2023
  
  Payment of $300 made 3/30/2023
  
  Total balance due $2,375.82
  
  The bills are correct as rendered. The Company is obtaining reading from the meter. The balance is an accumulation of unpaid bills and insufficient payments. Please see attached statement of account for billing and payment history. Secuirty deposit was billed to the account due to payment/ credit history. 

• Initial Complaint

  Date:03/31/2023

  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 obligated to keep my electricity on until the end of the month by my landlord. I called the last day of the month which fell on a Friday. These people and their stupid company policy told me that they cant turn service off the same day. Ummm why not is it because theyre too lazy to do it. Why should I have to pay for other people electric usage when I dont live ther anymore and havent done so since the 25th of that month. For all I know these people that move in can leave the lights on all day and night and I get charged for it. This is ridiculous. If youre able to turn on services in a day then why cant you turn them off.

  Business Response

  Date: 04/06/2023

  JCP&L does understand you may be unhappy with our position.  We also are concerned with our customers satisfaction but unfortunately we are not always in a position to comply with their requests.  Company requires at least a business days' notice to discontinue service or an account.  In addition, service (or account) can only be initiated or discontinued during business days (Monday thru Friday).

• Initial Complaint

  Date:03/30/2023

  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.

  My problem is a tree problem. First, let me say this tree has a history with FirstEnery since FirstEnergy initially had a tree company (Daveys Tree) come out to cut the tree below the wires (2015) because the electrical wires rest on the tree next to the transformer. The tree service did a botch job and did not cut below the wires. It did not make any sense to me and I trusted that their decision to cut the tree at the level that it was cut was based on the tree service expertise. However, years passed and we are in 2023 and the tree has become an issue with the ********************. As a result, I reached out to FirstEnergy to inquire if the tree can be cut below the wires as it should have at first. On March 15, 2023, an individual from the ******** Services came to my home and determined the tree could be handled by the forestry department. I followed up a couple of days later to inquire when could I expect a call from the tree service to start their work because I would like to be home when the tree service started their work and got a response that the tree service had been postponed to the year ****. I called FirstEnergy back and made a complaint. As a result, on March 30, 2023 I arrive home and another communication notice was left on my door which had two written check marks the first indicating "Is the tree owner's responsibility....." and the second "See comments on the back" which read Hire a line certified contractor. This particular message Both messages conflict and I would like to discuss my tree case with an individual from FirstEnergy ***************** I do not want another worker dispatched out to my home while I am not home as well. In addition, I believe they should have the tree cut down properly as they promised initially in 2015. Also, I do not want another service person dispatched to my property without my presence as well - they are to call me and let me know when they are going to arrive.

  Business Response

  Date: 04/04/2023

  Good morning,

  FirstEnergy is willing to address this tree by topping below the cable/phone lines, however FE ******** Services has been unable to reach the customer using her telephone number on file, due to the voicemail box being full. We are requesting current contact information for this customer, so that we may discuss this tree work.  The phone number on the report and in the company records are the same.

  Customer Answer

  Date: 01/23/2024

  The business took care of the tree.  The consumer considers the matter resolved.

• Initial Complaint

  Date:03/30/2023

  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 am currently building a house in ***** ****** **** ********. First Energy set me an appointment for Wednesday March 29th to come and set the pole for our power. They no showed and no called. My builder was there all day waiting on them. I tried calling ******** ****** (the scheduler for First Energy ************) that day and he never returned my calls or messages. I once again tried him the next day and still no call or return message. I attempted to use First Energys 800 number for a resolution. They told me they would contact ******** ****** and his supervisor to help get this resolved quickly. The 800 number told me that I would have an answer very soon. I have heard nothing. I have a builder waiting to finish my house and this is the last hold up to getting it completed. All the people that I have dealt with have been rude and extremely unhelpful.

  Business Response

  Date: 04/10/2023

  The service was installed on 4/5/23

  Customer Answer

  Date: 04/11/2023

   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:03/29/2023

  Type:Customer Service 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.

  The Met Ed/ First Energy Company has discontinued giving me credit for the energy delivered from my solar panels for the past four months or more, as a result I am paying for regular energy use plus the payment for the solar equipments.

  Business Response

  Date: 03/31/2023

  Review of the Customers account shows that the Customer has a Bi-Directional Meter installed at the property.   Which is an electric meter which measures and records the flow of electrical energy in both directions.
  In response to the Customers concern, that the Company has discontinued giving her a credit for the energy that her solar panels have produced over the past four months, a review of the last (4) bills were completed and the finding are listed below.
  Bill Period:  11/4/2022 to 12/04/2022
  KWH Used/Delivered: 1225
  KWH Produced (Customer)/Received:  367
  Credit applied: $44.48
  *************************************************************************************
  Bill Period: 12/05/2022 to 01/04/2023
  KWH Used/Delivered: 1878
  KWH Produced (Customer)//Received: 186
  Credit applied: $29.85
  Billl Period: 01/05/2023 to 02/02/2023
  KWH Used/Delivered: 1238
  KWH Produced (Customer)/Received: 219
  Credit applied: $35.46
  *************************************************************************************
  Billl Period: 02/03/2023 to 03/05/2023
  KWH Used/Delivered: 1359
  KWH Produced (Customer)/Received: 404
  Credit applied: $65.21
  Billing statement or a copy of the bills can be provided to the customer upon request.
  Review of the Customers contacts show there has been no contact from the customer in reference to this concern.  The Customer can contact our **************** at ************** to go over their bills or to address any additional concerns they may have.

  Customer Answer

  Date: 01/22/2024

  The dispute was resolved satisfactorily.  The consumer's bill dropped substantially.

• Initial Complaint

  Date:03/29/2023

  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.

  I was advised by ****** today that working from home is NOT a valid reason to stop any shut off notices.
  I have no office to work out of since 2021. How can working from home not be a valid reason? It is now 2023 and we are still feeling the effects of the pandemic. I do not appreciate simply being blown off by ****** regarding this issue.
  
  How can this be re-evaluated and changed? Working from home is just as vital as those who sit at home, collecting welfare and using children as income. ****** would never disconnect someone who DOES NOT work... the working people constantly get shoved off when even asking questions.
  
  I work from home, I have NO office to go to. If my power is ever interrupted I will lose my job.
  Please advise how we can fix this going forward? I am also a disabled customer.

  Business Response

  Date: 03/30/2023

  The company sends termination notices to accounts with past due balances. A termination notice was issued on 03/22/23. A payment was received on 03/29/23 which cancelled any current collection activity on the account, however there is still a past due balance on the account of $97.83 that would need to be brought current to avoid another termination notice to be sent out.

  Customer Answer

  Date: 03/30/2023

   I am rejecting this response because:
  
  
  This has absolutely nothing to do with my complaint please advise

   

• Initial Complaint

  Date:03/28/2023

  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 a the ** **** program. There were three adults living here and we were paying monthly to catch up. One of the adults moved and there are now 2 adults, myself and my daughter trying to redo the agreed amount because of the household changes. ******* has made it impossible to talk to a human being about this problem. We are working on getting bills straightened out but need to talk to someone to accomplish this. I have tried the internet, which just sends me to help that gets me nothing but spam. Phone calls are automated and when I request a phone call from a person..it inevitable hangs up. I just want to get things taken care of. We have been dealing with life issues, but are making attempts to fix the problems. Thank you. ***************** **********

  Business Response

  Date: 03/29/2023

  Company records do not indicate the customer has been enrolled into the **** program. For more information about **** and other programs for income-eligible residential customers, visit ****************************** and click on your Operating Company.  To enroll, contact ******************: ************** or apply online at ***************************To further discuss household income and to determine eligibility for an installment plan please contact ******* **************** at  **************. Total balance on the account is $4606.11, active disconnection of $4,150.18 due by 4/10/2023 to avoid termination.