Complaints

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

close

Find a Location

FirstEnergy Corp. has 54 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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.

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

• 

  Ohio Edison

  420 York St Springfield, OH 45505

• 

  Allegheny Energy Inc

  200 Lincoln Hwy W Jeannette, PA 15644

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: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 applied for help but they said it goes in order I have discontinued notice for tomorrow and they said I can’t get a payment plan I applied at 3 places please help thanks my child is home schooled thank you

  Business Response

  Date: 04/05/2023

  The full balance on the account is currently $1238.88.
  
  A termination notice was mailed 03/15/2023 with a termination date of 03/29/2023 for the amount of $1120.69. 
  
  The customer contacted the company on 03/28/2023 regarding the termination amount. Customer advised is enrolling with assistance but waiting for the application process. The company advised we cannot guarantee service without a payment. 
  
  The customer has been issued 5 payment arrangements over the last 12 months and is not eligible for another. 

  Customer Answer

  Date: 04/05/2023

   I am rejecting this response because:
  
  
  I did not have 5 payment plan inwas on a plan that did not shut off for winter that is it 

  Business Response

  Date: 04/05/2023

  11/30/2022 - Entered in 12 month installment plan. Went unpaid, plan deactivated. Set up by customer via the web.
  
  08/29/2022 - Entered in 12 month installment plan. Went unpaid, plan deactivated. Set up by customer via phone with a representative. 
  
  06/13/2022 - Entered in 13 month installment plan. Went unpaid, plan deactivated. Set up by customer via phone with a representative. 
  
  04/02/2022 - Entered in 17 month installment plan. Went unpaid, plan deactivated. Set up by customer via phone with a representative initially on 03/18/2022. 
  
  02/03/2022 - Entered in 12 month installment plan. Went unpaid, plan deactivated. Set up by customer via phone with a representative. 

   

  5 arrangements in a 12 month period, with 3 being in the last rolling 12 months. The account is not currently eligible for additional payment arrangements.

• Initial Complaint

  Date:03/27/2023

  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.

  Met ed is threatening to illegally shut off my electric. I have paid them in combination two checks a total of $767.29 and they still want $400 from me. I paid them what was due on the account minus their bs deposit they want. All I have to say on the matter is they will never get the deposit, I can't afford it. They are taking food off my table if I pay them their stupid deposit. So I refuse to pay it. This is bullying and harassment threatening to shut off my electric when they know full well I have a family to support and I can't cater to their corporate greed! Maybe if the greedy corporate executives would put less in their pockets they would have to worry about extorting us the consumers for money. I can't call in and discuss this either with them. I call 1st thing 8am eastern time when they open and immediately it's busy phone line from all the other customers they're screwing around. I also work third shift and can't wake up early enough to call before they close. I get laid off during the winter and bills get behind and met ed has an issue every single winter because one month I'll skip a payment but then next month I'll pay for both. To it's like I'm still paying you in full so what's your problem? The letter they sent claims I own them $400 from a past due bill but I paid them in full from last time! I just need someone from met ed to understand that I'm also behind on my mortgage I get caught up the mortgage company in April. So I will not have money to pay them anything until mid April since I get paid bi-weekly. Met ed wants anything from me they will have to patiently wait til April 21st when I get paid on that paycheck. I will have the opportunity to pay them either in full or close enough. I will be receiving a quarterly bonus soon and that will be applied to my met ed bill. Met ed needs to call me if they can't wait til April 21st so then I can file a complaint with the pa utilities commission

  Business Response

  Date: 03/30/2023

  To address the security deposit portion of Customer’s
  complaint.  When the Customer applied for the service at his current
  location (effective date of 07/28/2022), he was advised of the security deposit
  that would be due.  He did not want to pay the security deposit and was
  offered an installment plan, but it is noted he refused to discuss options.
  Later that same day the Company agreed to offer the Customer a “one” time
  waiver for the security deposit, which would require on time payments to avoid
  it from being assessed to the account. Following this a termination notice was
  issued to the customer on 09/12/2022, and the October, November bills that
  issued reflected a past due balance carrying over.  On 11/21/22 a letter
  was issued to the Customer advised that based on a review of the account that
  payments were not being made on time and if this were to continue the Company
  would assess the security deposit to the account.  The bill that issued in
  December and February then following, also reflected delinquent balances being carried
  over from the prior month’s bills. On 02/20/23 the security deposit was
  re-assessed to the account. It was reflected on the bill that issued on
  02/22/2023.  Under the messages on the bill, it advises if unable to pay
  the security deposit in full to contact the Company for installments. 
  Because the Customer failed to contact the Company for installments the
  security deposit was pulled and held with the last payments received on the
  account.  Leaving the delinquent balance on the account at $438.19 as
  reflected on his most recent bill. On 03/13/2023 a termination notice was
  issued to the customer that request $406.00 of the delinquent balance to be
  paid to avoid termination, it also included information on how to apply for
  assistance and grant money. The options attached to the notice also provided
  the Customer the option to contact the Company if unable to pay, to establish a
  payment arrangement, obtain assistance information as well as several other
  options.  The customer is being billed monthly and is provided 20 days to
  make payment for the consumption used in the prior month.  The Company is
  following regulations (56.41) regarding the assessment of the security deposit
  and considers the request valid.  Although Customer makes payment they are
  not always on time and/ or for the full amount.  If the Customer is unable
  to pay their balance requested on the notice in full, they can contact the
  Company to establish a payment agreement, which may get them through to the
  date they referred to in the complaint (4/21/23).  We can also review
  income to help determine eligibility for assistance referrals and discuss other
  options that they may have available to them by calling 1/800-962-4848. The
  Customer can also establish a payment agreement or obtain assistance
  information at our website online at www.firstenergycorp.com. 
  Based on the review of the account, the Customer has not made contact to
  discuss the delinquent bills or the security deposit.

  Customer Answer

  Date: 03/30/2023

   I am rejecting this response because:
  
  
  What part of I work 3rd shift and I'm not waiting for hours on their automated telephone service do these people not understand! They always call me while im.sleeping and I have no time to stay up and wait to be put thru to speak to a representative. I've tried it trust me. Just because you call first thing in when they open doesn't mean the lines aren't busy. I would also like to point out that I have no documentation, no records on my part that a deposit was ever discussed. To my knowledge they never discussed that with me on amh prior occasion.

  Business Response

  Date: 03/31/2023

  The Company understands that it may be difficult at times
  to get through and the Company apologizes for
  any extended wait times.  The estimated hold times depend on the
  number of calls in queue at any given time. As previously stated in
  the original response, the Customer can also establish a payment agreement or
  obtain assistance information online at www.firstenergycorp.com.
  The Company is following regulations (56.41) regarding the
  assessment of the security deposit.

• Initial Complaint

  Date:03/27/2023

  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.

  Im getting billed for electric use not used by me. When my tenant was in the house we called and my tenant called to get the bill under the tenants name. ****** electric every time we put in a request to start service we got an email that we must call. Every time we called we just got transferred.

  Business Response

  Date: 03/27/2023

  A billing investigation has been initiated on the customers behalf with a Resolution Specialist who will contact the customer and discuss their concerns.

  Customer Answer

  Date: 04/16/2023

  [BBB transcription via email]

  
  I see this complaint has been closed. However I haven’t received a call from ****** *********
  
  Is it possible for you to reopen the case?
  
  I really appreciate it. 
  
  
  Best Regards,
  
  ******** ********* 
  Mobile: **********

  Business Response

  Date: 04/17/2023

  Company records reflect an outbound call was made on Wed 3/29/2023; a voice mail message was left.  Please call ************** to speak with our Customer Contact Center. 

  Customer Answer

  Date: 04/17/2023

   I am rejecting this response because:
  
  
  There was no number or extension left for anyone to speak to. I did return the call and speak to a manager. They were not helpful at all.

  Customer Answer

  Date: 05/24/2023

  [BBB transcription via email]

   

  They offered me a 24 month payment plan for my tenants bill which they claim I’m responsible for. 

  
  

  Now they are not honoring it. 

• Initial Complaint

  Date:03/23/2023

  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.

  Dear Sir/Madam,
  I am writing to file a complaint against ***** for the continuous power surge that has damaged my appliances. I have been a loyal customer of ***** for many years, but I am extremely disappointed with the poor quality of service that I have received recently.
  When the power surge happened for the first time months ago, the power voltage went to 130 for many days. We hired an electrician to check our electric system inside our house. The electrician checked thoroughly and did not find any problem. He suggested that we request ***** check the power supply system outside the house. ***** had tested it with a load machine. they could not find any problem at that time. We showed them the video recording of 130 volts and insisted on taking more action to figure out the problem. Then ***** installed a meter for a couple weeks and they didn’t find the power surge problem. The job was not thorough because they didn’t open the transformer box outside our home.
  Beginning on February 25, 2023, the power surge started to happen again for many days. Our appliances were damaged, Our furnace stopped working. We had no heat for 12 days, my wife had to cope with no heating while she was ill during this time. We hired an electrician to check our home electrical system many times. The electrician assured us that there is no problem at all. However, he recorded the power voltage and it showed that the voltage jumped to 220 volts from outside our break box. Everyone knows the regular power voltage is 110. It would damage any appliances. Our contract with the power supply company is for 110 volts power supply. The contract also includes a power service every month. We paid in full for power supply and services every month but ***** didn’t do their job. When ***** technician by name of “****” came to our home for the high voltage issue, he was unable to find the problem with his load machine. After I showed the high voltage video recording, he then opened the transformer box and found the nuts were on the loose. This is the ***** negligence. Had ***** do their due diligence the first time when we experienced high voltage, our appliances would not have been damaged. Despite our repeated complaints to ***** about the problems, the company has not taken any effective measures to address the issue until our video recording proved them wrong. It is ***** negligence that causes all our life suffering and appliances damaged.
  The damaged appliances include our furnace, computer, microwave, and others. The repair costs have been substantial, and the inconvenience caused by the breakdown of these appliances has been significant to us. We had sent all the receipts to *****, the notification number is *********. ***** file number is ********. After we sent all the documentation, ***** just rejected it without any investigation.
  I would like to request that the State Utilities Commission investigate this matter thoroughly and take appropriate action to ensure that ***** provides reliable and consistent power supply without any power surges. Additionally, we are seeking cost reimbursement for the damages caused to our various appliances due to *****'s negligence.
  We have sent evidence of the damage caused to my appliances, including photographs, receipts, and repair bills to *****. We can send video recordings if you give us the email address.
  Thank you for your attention to this matter. I hope that your office will take prompt action to address this issue.
  Sincerely,
  *** ****, ***** **** ***** ** ********** **, ********* ******** ** ***** ********************** Text message to ************.

  Business Response

  Date: 03/28/2023

  08/29/2021, JCP&L field personnel went to the location and checked the transformer and the house per customer's request.  Voltage was checked. 124.5/249 Volts is an acceptable voltage.  In this case the customer's standard voltage is 120/240 Volts meaning they can go as low as 114/228 Volts and as high as 126/252 Volts.  Our voltage range per the tariff is + or – 5% of the customers standard voltage over a period of 5 minutes.
  Customer requested recording voltmeter.  Customer's request was sent to the engineering team. 
  
  08/30/2021, customer was advised that the transformer was checked in the morning, and it came back fine. 
  No problems inside the transformer at that time.  11/08/2021, voltmeters were installed and removed 11/15/2021.  No signs of any problems.  This was explained to the customer.  
  At the time of the test, there was no issue with the neutral.
  
  No contacts from customer regarding voltage issues at the location from November 2021 to 03/02/2023. 
  No contacts from customer for over a year.  One year and four months passed without JCP&L being advised of any voltage issues at this premise.
  
  03/02/2023, the customer contacted the company regarding voltage issues.   The customer stated that the transformer is buzzing, and light is blinking/flashing.  Work order was created. 
  Later that day, on 03/02/2023, field personnel went to the location regarding current voltage issue.   03/02/2023, bad neutral/loose connection found, corrected and repaired.  Customer claimed that they lost computer, microwave and another device.  Work order was sent to claim.  Then, on 03/02/2023, customer filed damage claim. 
  
  No contacts from customer.  
  
  03/08/2023, claim denial letter was issued.  At JCP&L, we are committed to providing our customers with safe, continuous, and reliable electric service within reasonable limits.  The 03/02/2023 voltage issue was due to circumstances beyond our control.  The 03/02/2023 condition did not occur due to any negligence on the part of JCP&L.  The *** ****** Board of Public Utilities recognizes that 100 percent service availability and power quality is not possible.  It has included in the tariff "Standard Terms and Conditions", section 4; Continuity of Service.  There is no evidence of any improper conduct on the part of JCP&L or its employees. 

  Customer Answer

  Date: 03/29/2023

   I am rejecting this response because:
  
  
  JCP&L Technician came to the our home to check the voltage with a load, He did find any problem first. After I showed him the video recording. He then opened the transform box to fix it. The power surge had happened since Feb 25. It immediately damaged our microwave, furnace and a computer. We can show them all the receipts. they all happened before their technician came on March 2. Because they did not find any problem in the first time. We thought the problem could be in our inside Eletric system. ** Lighting came to check it many time. He could find any problem until he recording the power voltage went to 220. If JCP&L fix it in 2021, it won't happened this time. We require their reimbursement for all the cost. 

  Business Response

  Date: 04/03/2023

  No contacts from customer regarding voltage issues at the location from November 2021 to 03/02/2023. 
  No contacts from customer on 02/25/2023.   One year and four months passed without JCP&L being advised of any voltage issues at this premise.
  
  03/02/2023, the customer contacted the company regarding voltage issues.  The customer stated that the transformer is buzzing and light is blinking/flashing.  Work order was created. 
  Later that day, on 03/02/2023, field personnel went to the location regarding current voltage issue.  03/02/2023, bad neutral/loose connection found, corrected and repaired.  Customer claimed that they lost computer, microwave and another device.  Work order was sent to claim.  Then, on 03/02/2023, customer filed damage claim. 
  
  03/08/2023, claim denial letter was issued.  At JCP&L, we are committed to providing our customers with safe, continuous, and reliable electric service within reasonable limits.  The 03/02/2023 voltage issue was due to circumstances beyond our control.  The 03/02/2023 condition did not occur due to any negligence on the part of JCP&L.  The *** ****** Board of Public Utilities recognizes that 100 percent service availability and power quality is not possible.  It has included in the tariff "Standard Terms and Conditions", section 4; Continuity of Service.  There is no evidence of any improper conduct on the part of JCP&L or its employees. 

  Customer Answer

  Date: 04/04/2023

   I am rejecting this response because:
  
  
  JCP&L response:" o contacts from customer regarding voltage issues at the location from November 2021 to 03/02/2023. "

  When it had happened on 2021. We showed the recording of 130 volts to JCP&L, as they said, they did not find no problems and fix anything to prevent it. The technician was unable to fix it and left without providing any further assistance. instead, JCP&L insisted that it was our indoor electrical system problem. 

  When it happened on February 25 2023, we trusted JCP&L and had to hire an electrician to find the problem in our home system until the electrician recorded 220 volts from their transformer. that's happened on 3/2/2023. 
   That is the reason for "No contacts from customer on 02/25/2023. "

  During the first incident, JCP&L technician didn't fix the problem and they just left. it is ignorance their service job and their inefficiencies equipment. 

  During the second incident, our electrician came to many times. We have document to support it.  but he could not find any problem in our system until he recorded the high volts 220 from outside transformer, when JCP&L technician came and could not find any problem with their load machina first. then I showed him the 220 volts video recording, he then opened the transformer box and check again and find the problem. 

  We are extremely disappointed with the level of service provided by the power company and the technician who was dispatched to my home. Not only was the initial issue not resolved, but the actions taken by the technician resulted in even more significant damage to my property. If they find the problem in the first time. the problem could be fixed. the damage could be avoided. 

  We paid their service and 110 volts power supply every month, they failed to their job.

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 3/13
  Issue: Decreased credit score without any follow-up.
  Resolution: New customer seeking electric service. called several times and hung up. Still no new service to show for ran credit, etc. Business has not tried to resolve problem.

  Business Response

  Date: 03/14/2023

  The applicant called to start service and the agent was unable to verify his identity. The applicant needed to be transferred to the advanced move in team to complete the application process however it appears he did not stay on the line to complete the process. The company uses ******** to attempt to verify the applicant's identity, but this does not affect an applicant's credit score. 

   

  Mr. ****** should contact the company to complete his application if he is still needing service. 

  Customer Answer

  Date: 03/14/2023

   I am rejecting this response because:
  
  
  That's great to know about the credit check.  I stayed on the phone for over an hour and after 5pm EST, so no staff were available to help.  This is not a permissible time for new customer service setup.  Please have the correct staff call me back on my cell so we can expedite the process that is clearly arduous for all other residence that user your services (see 1.3 star rating on ****** reviews): ************.

  Business Response

  Date: 03/15/2023

  As requested, the company attempted an AM phone call 03/15/23 to the phone number provided. There was no answer and unable to leave a voicemail. As stated in original response Mr. ****** may contact the company to obtain service. 

  Customer Answer

  Date: 03/15/2023

   I am rejecting this response because:
  
  
  They called well before the requested time of 9am mst (11am est). I have a voicemail with plenty of space remaining and did not recieve a message with a direct line to return a call either.

• Initial Complaint

  Date:03/13/2023

  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.

  I am filing a complaint against the electric company because I can not pay the amount they are requesting **** to be paid by April 1, 2023 or they are gonna shut my electricity off. I dint have no income in the household at all there has not been any income for the past 120 days and I dont know how this bill is gonna get paid without a arrangment being made i sent them a email regarding this becaue i dont have a phone service at this time for contact to help with a pay arrangment and that wasnt no help because they didnt help me at all but sent me a shut off notice for April 1 for the amunt of **** so i need help with settleing this with a pay arrangment for the amouunt i cant afford this I need a soliton and help.My account number is ************

  Business Response

  Date: 03/16/2023

  3/1/2023 Low income term notice dated on or after 04/03/2023 with information on applying for LIHEAP grants was issued in the amount of $1,664.74 to customer.
  3/6/202 Customer contacted ******************** via website stating a payment arrangement is needed because there is not a possibility of paying bill in full due to lack of income.
  Company replied stating that total balance is $2,217.77 with $1,320.81 of that past due. No active termination exists on account. Company advised to call MetEd credit team for arrangements at **************.
  Customer is advised to call the ****************** at ************** or visit www.dollarenergyfund.com or call their local ************************ to apply for available LIHEAP grants.

  Customer Answer

  Date: 03/16/2023

   I am rejecting this response ESSAGE FROM BUSINESS:
  
  3/1/2023 Low income term notice dated on or after 04/03/2023 with information on applying for LIHEAP *****s was issued in the amount of $1,664.74 to customer.

  I dont have no ***** on my bill and I did email about income and all I am asking is for a pay arrangement I dont know where this lineal is coming from but I contacted them via email online application and they are refusing to help me state this acct had a prior application so I just looking for some type of solution or here and I did receive a s*** off for April 1st not unless it was something happened but if I can get some kind of arrangement going here that would be great i hrs need it set in stone that all people are suffering in this world here not everyone has **** 200 lying around there home so if I could get some kind agreement going that would be great

  
  

  Business Response

  Date: 03/17/2023

  The low-income termination notice issued on 3/1/2023 and advised that termination could potentially occur on or after 4/3/2023.
  The letter provides several ways to apply for LIHEAP grants including their website, www.compass.*********** or applying for PCAP at www.dollarenergyfund.com.
  There is also a resource near called York **************************, the website is ************************** of York County (yorkcpc.org).
  If they are unable to assist you, ****************** does provide an agency finder tool to find assistance in your area. That website is Agency Finder | ****************** (hardshiptools.org).
  Firstenergycorp.com also offers the ability to see if you qualify for a payment arrangement if you are unable to contact us by phone.

• Initial Complaint

  Date:03/08/2023

  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.

  retribution of funds

  Customer Answer

  Date: 03/08/2023

  [BBB transcription via phone call]

   

  Consumer stated the business is informing them the electric would be shut off. It's on a bridge and the consumer is on government assistance and the business is trying to put the consumer on a payment plan instead of fixing the problem. The consumer stated they barely use any electrical appliances and one of the plugs have melted the bridging badly. Consumer is unemployed at this time and was instructed by the business to call their landlord. Consumer stated it is in escrow and should not be on a disconnect notice.  

  Business Response

  Date: 03/16/2023

  Good afternoon, 
  
  
  The customer is in disconnect status due to not being current on the bill. 
  
  
  A bill was issued on 01/09/23.  The bill included current charges of $55.99 due on 01/23/23. 
  
  
  On 01/10/23, a payment of $24 was received. 
  
  
  A bill was issued on 02/07/23.  The bill included past due balance of $31.99 and current charges of $89.50 due on 02/21/23, for a total amount due of $121.49. 
  
  
  On 02/09/23, a payment of $31 was received. 
  
  
  A bill was issued on 03/06/23.  The bill included past due balance of $90.49 and current charges of $98.56 due on 03/20/23, for a total amount due of $189.05. A disconnect of $90.49 due by 03/20/23 was also detailed.
  
  
  The customer is eligible for a company agreement on balance. Customer would need to contact the company and speak to a representative so that all information can be obtained, an agreement offered/accepted and entered into the system. 
  
  
  On 03/08/23, the customer contacted the company and stated there is a maintenance bridge in the porch light and wants someone to come out and check it. The customer was advised that the company does not check porch lights. 

  Customer Answer

  Date: 03/21/2023

  [BBB transcription via phone]

   

  Consumer is asking for a billing adjustment. Consumer stated the bill is more than their electricity allowance through AMHA and the business should be able to come out and assess the meter because it is old and not working properly. 
  

  
  

  Business Response

  Date: 03/21/2023

  Good afternoon,

   

  The
  customer’s bill is correct as rendered and not eligible for an adjustment. If
  the customer believes that something is wrong with his meter, then he would
  need to contact the company call center and speak with a representative so that
  an order to test the meter can be processed.
  

  Please
  note:  Typically, when a meter ages, it
  stops working as well as it did when it was new, as with anything that ages,
  and stops capturing all of the usage flowing through the meter. The customer
  would begin getting lower usage/billings, not higher. If the meter is exchanged
  for testing, the meter will be exchanged with a new meter, which will running
  at its full potential, so it will be capturing all of the usage, and typically
  a customer can see an increase in their usage/billing as a result.

• Initial Complaint

  Date:03/08/2023

  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.

  ***** **** issued a refund check, but it was made out to my company which was closed three months ago, so the bank asked me to call First energy. Four times they put me on hold and no one had the odacity to do anything. The last person gave me the ***** **** number, so I called, now they said first energy has to change the name on the account and they can't do anything to get my 71.77 refund until they do. What game is being played here. First Energy should know this, as one of the representatives said they has to look at the rules...what ever. I want this money sent in my name and not my company name, ******** and ******** ********, but **** ********. Can they do their jobs and stop playing games with people.

  Business Response

  Date: 03/09/2023

  The customer closed the electric account under the name of ******* * ******** ******** ****** effective 1/23/23.  The company issued refund for remaining amount of security deposit of 71.77 on 2/18/23 in the name of the business, which was the account holder.  **** ******** contacted ******** to request the refund check be reissued in her name as she already closed the business banking account.  She was directed to contact the third-party vendor, ***** ****, that issues our refunds for customers.  ***** **** can be reached at *************. Company records indicate that third party vendor request was sent to reissue check to **** ******** 03/09/2023.  

  Customer Answer

  Date: 03/10/2023

  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. **** **** took their time as many calls I made and finally had the third party acknowledge the name change from one of their higher ups, as **** **** kept denying they had any control. I hope to get the refund check  with the proper name on it, so this is satisfactory to me.

• Initial Complaint

  Date:03/03/2023

  Type:Sales and Advertising 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 partner and I moved abroad due to work. I left before he did, but he called a MONTH in advance to check if all our bills will be completely done by Jan 5 (we completely left the apartment December 21st with notification in advance and we were told by our bank that our joint account would have 1 month left of activity (leaving us to Jan 21st). While on the phone with the rep, he repeatedly asked if there would be ANY bills AFTER the specified date, so we could add another bank account for payment. He ware REPEATEDLY told that there wouldn't be and everything would be done by Jan 21st. We moved to London on the 5th with no worries. Suddenly, my mom called me and let me know that they had just received a notice that we had a bill that had been rejected by the bank (by this point it was February). I had my mother call, with me on her iPad via FaceTime and talked to a new rep, who ONCE AGAIN assured me everything was fine, no payment had bounced, etc. She told me there were no issues. I offered to give her a new bank account OR pay over the phone, but she REPEATEDLY told me there was no balance. Fast forward to March 2nd, and my mom, once again received a notice of a $15 rejection charge on top of the bill that supposedly 'wasn't a problem'. We just called them (Mar 3rd), and I was scolded by the rep for not knowing that the bill would be MONTHS behind. I tried to explain that there should be a record of us calling, and notifying them of our move abroad. I didn't receive A SINGLE email from them notifying me of any bills or issues. Then we were charged ANOTHER fee just to pay by credit card. What would have happened if I hadn't had family in the US? It would have became a HUGE deal and all because of a company not listening to the customer and multiple failures in the chain. Honestly, remind me NEVER to use FirstEnergy again. After this experience, I've convinced everyone who can leave, to leave. AND I WANT MY $15 PLUS CREDIT CARD CHARGES BACK.

  Business Response

  Date: 03/03/2023

  On 12/12/22, the company received a
  request for a move-out at the address of ***, * ****** ******* *** * *****,
  **** ***** for account ***********. The request was entered via web/online by
  customer from email address of *****m****@gmail.com for a move-out date effective 12/21/22. This was a request submitted via web/online
  and the customer did not speak to a representative. Per the web/online request
  received the move-out was processed for the customers requested move-out date
  of 12/21/22.

  
  The customer was enrolled on Ebill.
  The company offers eBill (electronic bill) / paperless bill. eBill is a convenient
  way to view the paper bill online through the company's website. Customers must
  register their electric account online to participate in the eBill program and
  agree to the eBill terms and conditions. After successful site registration and
  eBill enrollment, customers will receive an email confirmation and obtain
  access to their online account. Then, each month, the customers will receive an
  email when their statement is available to view and/or pay.

  
  On 2/1/23, a final bill issued for
  the dates of service from 11/22/22 to 12/21/22 via ebill to the customer for
  the final bill amount of $19.74 total due 2/15/23. Please find a copy of the
  final bill attached. On 2/2/23, the customer made a readypay payment via
  web/online in the amount of $19.74. The payment confirmation number was *********.
  On 2/7/23, the payment in the amount of $19.74 the customer had made via
  readypay via web/online was returned due to the account not found. A returned
  payment letter was issued to the customer advising the payment in the amount of
  $19.74 was not able to be deducted due to the account not found. A copy of the
  letter is attached.

  
  The customer was enrolled on
  checkless/direct debit on the account. When the move-out was requested via
  web/online company records show the customer did not advise the checking
  account would be closing. It is the customers responsibility to ensure that the
  payment checking information is accurate and up to date and to request to
  update or remove checkless/direct debit and banking information off the account.
  On the final bill that was issued (attached) on 2/1/23 it stated the following,
  “As a checkless customer – Total charges of $19.74 will be deducted from your
  account on February 15th, 2023.  Therefore, the scheduled payment was deducted out
  of the customers bank account on 2/15/23 in the amount of $19.74 via checkless/direct
  debit.
  

  On 2/16/23, ***** **** (mother)
  contacted the company to verify a move-out had been placed on the account. The
  representative confirmed the move-out had been placed and the service was taken
  out of ***** ****’s name effective 12/21/22. The representative advised a final
  bill had issued to the customer in the amount of $19.74 however, the payment
  was deducted and paid on 2/15/23 and account was paid in full.
  

  The representative did advise *****
  **** correctly however, the payment in the amount of $19.74 was returned on
  2/17/23 due to account not found. On 2/17/23, a returned payment letter was
  issued to the customer advising the payment in the amount of $19.74 was not
  able to be deducted due to the account not found. A copy of the letter is
  attached.
  

  On 3/3/23, ***** **** (mother) and
  ***** **** contacted the company to discuss the returned payment on 2/17/23.
  The representative confirmed the payment in the amount of $19.74 was a
  checkless/direct debit payment that had been returned due to the account not
  found. The customer asked why her mother wasn’t advised of the returned payment
  when she called on 2/16/23. The representative advised the customer the payment
  was not returned to the company until after the representative had spoken to her
  mother, ***** ****. The customer wanted to make a payment on the account. The
  representative advised the payment would need to be paid at a payment agency via
  cash or a credit card payment due to returned payments in a span of 15 days. The
  representative advised there is a fee to process a credit card payment because it
  is through a separate vendor who charges the fee. ***** **** (mother) stated
  she will make the payment on the account.
  

  One-time payments with KUBRA,
  either by phone or online, can be processed by using a credit or debit card.
  Service fees will apply per transaction. The $9.95 or $4.75 charged by KUBRA is
  a processing fee charged by them for processing the payment. Ohio Edison cannot
  waive the $9.95 or $4.50 fee.
  

  One-time payment with KUBRA EZ-PAY*
  using the customer's credit or debit card. There is a $4.75 service fees per
  transaction (up to $600 per transaction), for residential accounts / a 3%
  service fee per transaction (up to $25,000 per transaction) for non-residential
  accounts. Cards accepted include: Visa®, MasterCard®, Discover®, American
  Express® or Diners Club® credit/debit cards, or pinless debit cards - PULSE®,
  STAR®, Accel or NYCE®.
  

  In conclusion, the credit card
  processing fee cannot be waived due to the fee is charged by KUBRA is a
  processing fee charged by them for processing the payment. In addition, the
  return check fees can not be waived. Bills are correct as rendered. When *****
  **** (Mother) contacted the company on 2/16/23, the payment amount of $19.74
  had not been returned by the bank for account not found. The payment was not
  returned until the following day, 2/17/23.
  
  Thank you.

  Customer Answer

  Date: 03/03/2023

   I am rejecting this response because:
  We clearly stated MULTIPLE times with MULTIPLE employees that we were leaving and closing our accounts. We have multiple witnesses (me, partner, and mother who said and witnessed this). Just because an employee didn’t “notate” these problems doesn’t mean it’s not a problem. As I mentioned previously, had we known there would be such a HUGE delay in billing, we would have changed the account. We did OUR due diligence in calling multiple times. However it is ultimately up to YOUR employees to provide the correct information and service. 
  

  Business Response

  Date: 03/08/2023

  As a courtesy, the company has agreed to waive the return check fee on the account. A refund will be initiated to the customer to the mailing address on file which is, *** * ****** ** *** * *****, **** *****.

  Thank you. 

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This concerns ******* ******** 
  Which bills us under ******* ****** 
  a charge that shows up monthly not authorized by me. A neighboring citizen has put this out because they were getting charge similar. I would like a refund on this which probably goes way back. Could you please request that this is unfair practice that I did not know about or authorize

  Business Response

  Date: 03/12/2023

  The customer is being billed in accordance with our ******** Commission approved Tariff for residential service schedule “R”.   Each ******* ****** charge is separate from the Generation Charge and is based on the amount of kWh used during the billing period. 
  
  Included is a copy of the tariff outlining the ******* ** Surcharge. The current rate is $0.00641 per kWh. The current charge on the bill is $26.49 (4133 kWh times rate of $0.00641). 
  
  The customer is being billed in accordance with our ******** Commission approved Tariffs. 
  
  Tell us why here...

  Customer Answer

  Date: 03/13/2023

   I am rejecting this response because:

  How in the world can this be possible,I am paying my bill on time and not using this service.

  I have not authorized this service.  Where is it stated that I must pay this?

  Unfair to me please refund all fees taken
  
  
  
  

  Business Response

  Date: 03/14/2023

  Company stands by original response. ******* ** Surcharge is part of the ******** Commission approved Tariffs. Please refer to the copy of the approved tariff section that was included in the original response.

  Customer Answer

  Date: 03/14/2023

   I am rejecting this response because:
  
  
  If you think that’s fair to your customers,think about it customers are already struggling and it’s ok to put this additional charge on us???

  I totally disagree with your large company response just think if everybody starts complaining about this which I will  share with others. I am demanding a refund .