Complaints

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

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• 

  FirstEnergy Corp.

  76 S Main St Akron, OH 44308-1812

• 

  FirstEnergy Corp.

  1910 W Market St Akron, OH 44313-6938

• 

  Jersey Central Power and Light Co.

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

• 

  Jersey Central Power and Light Co.

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

• 

  FirstEnergy Corp.

  PO Box 167 London, OH 43140

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:04/14/2025

  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.

  ***** had a tree company trim the branches on our 60' oak tree in front of our house that was hitting the power lines. The tree company did such a terrible job, literally butchering our tree and leaving it completely lopsided. We didn't realize they actually KILLED the tree. So now we have dead (large) branches falling off the tree and hitting our house. Not to mention, its lopsided and could have easily fallen on our home. I reached out to ***** several times over 6 months and received ZERO response. I then reached out last week, 4/9/25. Explained the issue and was told in no uncertain terms that it's MY problem. She told me I had to have it taken down and it was not JCP&L's issue. I then had 5 estimates done. All 5 companies said the tree was dead and should come down immediately. We had it taken down 4/13/25. ***** ***************** called me 4/14/25 to explain that they wanted to take a look at the tree and see if there was something they could do! After this lady told me they would do NOTHING. I told this guy this and he said she was mistaken but being that we already took the tree down there was nothing he could do. This lady just cost me $1800 plus whatever a new tree is going to cost me. They failed to communicated with each other and cost me a lot of money.

  Business Response

  Date: 04/16/2025

  The customer's concerns have been forwarded to our forestry and vegetation management department, which will conduct a thorough investigation of the situation.

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday April 7, 2025 I called JCP&L for a refund of $500.00 on my electric bill. I told the representative on the callback that I needed to apply the money to another utility, The representative put me on hold to review the account and never returned. My call was disconnected. She verified the phone number prior in case of disconnection for a call back. She never called back. I called back and gave the information for a second time to receive a call back. No one called back. I emailed my problem on their contact form. No one has contacted me. I need the refund applied to my water bill (Conservice) asap. It is not acceptable for no one to resolve my issues, especially after waiting for call backs and emails.

  Business Response

  Date: 04/14/2025

  The company does not typically make outbound calls and when verifying the customers phone numbers that is part of the company's verification process.

  Email communications are responded to in the order they are retrieved and the company is working on conducting those as quickly as they can. 

  The company can no issue a refund to another company. If the customer is owed a refund the customer will need to speak to an agent to place an order for a refund. 

  Customer Answer

  Date: 04/17/2025

   I am rejecting this response because:
  
  
  I don’t know what kind of response this is from JCP&L. If JCP&L disconnects customers' calls and refuses to call customers back. I don’t know how to get a refund. You have to talk to the customer for me to request a refund. I called and emailed, and you are still refusing to honor my request. The credit on this account is $1221.95. Please refer this to a representative who is willing to resolve billing issues; otherwise, I will forward my complaint to a federal agency for fraud.
  **PLEASE DO NOT REPLY TO THIS AUTOMATED MESSAGE**
  
  Thank you for visiting FirstEnergy's website at ***********************
  
  FirstEnergy has received your inquiry and will make every attempt to respond within two business days.
  
  Please Note: We are currently experiencing a high volume of email requests. Our Customer Care team is diligently working to respond to all emails as quickly as possible. We apologize for the potential delay and appreciate your patience during this time. Thank you.
  
  Please refer to request number ************ in any future correspondence.
  
  *** PLEASE DO NOT REPLY TO THIS AUTOMATED MESSAGE ***
  
  Your electric statement from Jersey Central Power and Light is available for review. To view your bill online, visit ******************************************** 
   
    Account Number:  ** ** ** **** * *
    *** *****                **********
    ****** ****          ***********
    ******* ********    ******* * ******
                  **** ******** ** ***
                  ****** ****** ** *****
  
  

  Business Response

  Date: 04/23/2025

  The company is not able to issue a refund on a credit established by energy assistance. Any credits from programs such as NJ Lifeline, TRUE, USF, and HEAP are refunded to the state agency upon request or processed after final billing. 

  Customer Answer

  Date: 04/26/2025

  I understand your position but I need the money to go to another utility, Conservice for my water bill. I will provide that account information to you. I am critically low on funds to pay that bill and I don't think that I will use the entire amount for electric service. I am a WorkFirst NJ client who does not have a monthly income. My water bill is almost $100.00 per month. I receive only $194.00 per month to cover all my expenses. I know I can not remove the USF money but the NJ Shares and county of ****** is where the bulk of the credit is located. There are no programs to help me pay my past due water bill. NJShares offers money to cover water bills but not to Conservice. I need to apply the credit to Conservice account # ******** (Ms. ******* ******) to avoid service disconnection. The payment of $500.00, can be made to: *************** *** ***** ***** ** **********.  I don't need to collect a refund, I just need a transfer of funds to this account.

• Initial Complaint

  Date:04/11/2025

  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.

  In our area ** ***** ******, our electric bills have been CRAZY exspensive! What pen electric a part of first energy, charges. It’s now just our house hold its many . When you contact electric company they claim there’s nothing wrong and it’s their rate. I believe they are over charging people, and need to be checked out !!!! Electric bills for minimum usage is running into the 2-3 hundred dollars a month!!!!!! WHY ? They need to be investigated.

  Business Response

  Date: 04/14/2025

  Good afternoon, 

   

  The Customer contacted the Company on 03/05/25 and requested to have the account set up on budget billing.  The representative advised him that he would send the request to have that account enrolled as he was not able to do it for them.  The representative explained that the budget does get reviewed every 3 months and the amount adjusted if necessary. 

  The Customer contacted the Company on 03/17/25 and stated he wanted to put the account on the budget billing. The Customer stated he had contacted the Company a couple weeks ago to do so.  The Customer also wanted to know if there were any discounts for senior citizens.  The representative advised that he is eligible for a payment plan of BB $256.00 plus $46.00 a month for 9 months.  The representative also advised the customer that he can contact LIHEAP for a grant and PCAP and if eligible they will pay a portion of the bill each month.   The representative advised that he cannot be on a payment plan and PCAP at the same time.  The representative asked if he wanted to set up on the payment plan or to call PCAP first. The customer stated he would contact PCAP first to see if they can help and if not then he will call back to set up payment plan. 

  03/17/25 - PCAP WARM application was submitted by the customer. Email was sent to the customer advise application was received. 

  03/18/25 - Email was sent to the Customer to advise him that in order to process the PCAP WARM application the following documents are needed: Heat Source Documentation. A recent fuel bill from the fuel vendor or utility, Verbal or written verification from the landlord or owner, as well as income documents for ******* ****** and ****** ******. 

  03/27/25 - Email was sent to the Customer to advise him that in order to process the PCAP WARM application the following documents are needed: Heat Source Documentation. A recent fuel bill from the fuel vendor or utility, Verbal or written verification from the landlord or owner, as well as income documents for ******* ****** and ****** ******. 

  03/31/25 - The account was set up on budget billing as requested by the customer.  Budget amount is $256.00 based off of actual usage at location. 

  04/03/25 - The Customer contacted the Company regarding his account.  The Customer stated that he called DEF and had not heard anything from them.  The representative provided the contact number for DEF and PCAP and advised the customer to contact them regarding their application. The representative advised him that he is eligible for a payment plan if he would like to discuss it.  The representative advised him that nothing would be due today with setting up the plan.  The Customer stated he would like to make a partial payment of $147.19. The representative advised him that if he gets enrolled with PCAP it will end the payment plan.  The Customer understood and made a payment of $147.19.  The representative set the account up on a 9-month payment plan of budget amount $256.00 plus $29.00 a month for the balance on the account to begin on the next bill.  

  04/06/25 - Email was sent to the Customer to advise him that in order to process the PCAP WARM application the following documents are needed: Heat Source Documentation. A recent fuel bill from the fuel vendor or utility, Verbal or written verification from the landlord or owner, as well as income documents for ******* ****** and ****** ******. 

  The bill is correct as rendered.  The Company is obtaining actual readings from the meter.  There is not a way for the company to tell a customer exactly where usage is coming from. Customer is billed for what is used. The company can recommend that the customer perform a breaker test in an effort to determine what in the location is using the most power.  The customer can do a breaker test to determine what breaker is using the most energy at the address which may help determine why the usage is higher. For the breaker test, you would turn off all breakers tied to meter #**********. You would then make sure that the "Load Emulator" which are the squares and triangles on the face of the meter, are no longer moving. The "Load Emulator" will flow from left to right. You would then turn on each breaker one at a time. If the "Load Emulator" is moving quickly, this does mean this particular breaker is drawing the most energy. The breaker that makes the "Load Emulator" move the fastest is what is drawing the most electricity.   

  The Customer can contact the Company and speak to the billing department regarding his bill and rates. The current PTC for Penelec is 10.48 cents per kwh.  If the Customer wishes he can shop for an alternate supplier by visiting *****************.  The Customer would want to make sure it is a fixed rate and how long it is fixed for and also if there is an early termination fee.  The Customer also wants to know that if he chooses an alternate supplier and they do not offer budget billing then is budget will only be for the distribution portion of the bill and the supply portion will be what he uses.  Also, if the customer chooses and alternate supplier and then is enrolled in PCAP that alternate supplier will be removed from the account as PCAP customers cannot be enrolled with suppliers. 

  Thank you and have a nice day 

   

• Initial Complaint

  Date:04/10/2025

  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.

  04/04 I have been told many different things regarding my bill with this company, regarding my electric bill only to be disconnected after I was promised that would not happen, and after making a payment and the payment is now lost I sent in the proof the requested and I have not heard back from them yet however there associates tell me different things on the phone when I call in and the all tell em different things which is very misleading. And my meter is read by a person every month however it’s showing wildly off numbers like 7,000 kWhs in a month when we do not have electric vehicles or use half of our home. This whole situation has gotten out of control and I’m very disappointed in Ohio Edison for making these mistakes and also misleading their customers and leaving them without electric when I called at 10 am this morning and this could have been solved and I could have been reconnected the same day.

  Business Response

  Date: 04/17/2025

  Good afternoon, 

  As a matter of background:
  The service at this address is in the name of ******** *****. This is an electric heating/water heating residence, and the winter bills are higher. Customer had an amount of $442.22 transferred in from a prior address. Customer is enrolled in EBILL where bills/correspondence is sent and viewed online. 
  
  
  The company has lost payment, as stated, nor has the company received proof of payment, as stated. 
  
  
  On 01/11/25, the company received a payment of $648.14, which came back returned on 01/18/25. 
  
  
  On 02/12/25, the company received a payment of $650, which came back returned on 02/19/25. 
  
  
  Letters were issued regarding the returned payments. 
  
  
  A bill was issued on 02/24/25.  The bill included past due balance of $2301.96 and current charges of $1246.96 due on 03/17/25, for a total amount due of $3548.94. A disconnect of $2286.96 due by 03/17/25 was also detailed.
  
  
  A bill was issued on 03/25/25.  The bill included past due balance of $3548.94 and current charges of $686.63 due on 04/15/25, for a total amount due of $4235.57.
  
  
  On 03/24/25, a ten day notice was issued. 
  
  
  On 04/10/25, the customer's service was terminated for nonpayment.  A post termination notice was left at the property.    
  
  
  On 04/10/25, customer contacted the company and stated she made a payment of $2287 at a payment agency on 04/04/25. The representative advised the payment has not been received. Cannot process a reconnect without payment. 
  
  
  On 04/10/25, the company received notification that the customer has made an appointment with PIPP office to try to enroll in the PIPP program. The representative made the decision to reconnect service without payment while the customer seeks enrollment in PIPP. However, returned payments must be cleared for enrollment in the program. 
  
  
  We have searched our system for payments in the amount of $2287.00 from 04/04/25 to 04/14/25 and we have not received this payment. 

   

  Thank you, 

  Compliance 

   

   

• Initial Complaint

  Date:04/08/2025

  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.

  This Company should be subject to a class action suit and PUC investigation. If you pay your bill online and simultaneously enroll in autopay, the company puts a block on autopay payments. While this is apparently to prevent double billing at the time of enrollment.... THEY DO NOT REMOVE IT. Their web portal continues to show the customer is properly enrolled under their "set it and forget it" autopay feature despite all payments being blocked by JCPL on the back end without the customer's knowledge. In my case, since I am a caregiver for my 88 year-old mother and don't live nearby, this resulted in them shutting off her power. Aside from the inconvenience on a chilly March day, they refuse to refund the incremental charges of restoring power despite their billing system glitch causing the problem. How many thousands of customers have paid their bill on-line and simultaneously enrolled in autopay? My guess is thousands.

  Business Response

  Date: 04/11/2025

  We attempted to contact the customer to discuss her concerns, a voicemail was left. 

  The customer spoke with the contact center 3/27/2025 and was advised that as a courtesy, the company would waive the security deposit of $148.00. On 4/9/2025, we also waived the $35.00 reconnection fee.
  
  The account was taken off autopay previously due to returned payments. Once removed, the company implements a lock on any future auto payment attempts.
  
  09/24/2024, the customer enrolled in autopay online. The terms of agreement state to continue making payments until the autopay message appears on the bill.
  
  Prior to disconnection, the company made phone attempts to regarding the past due balance, voicemails were left. Past due balances were indicated on the bills and termination notice was mailed to the home. There is no record of the customer reaching out to inquire about payments prior to the service disconnection.

  Customer Answer

  Date: 04/14/2025

  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:04/03/2025

  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.

  My electricity was disconnected on 4/2/25 at approximately 1:20 PM. I made a payment of $624 around 2:00 PM on the same day. It is now 4/3/25 at 11:43 PM, and my electricity is still off. I have contacted the company multiple times today, but my electricity has not been restored.

  Business Response

  Date: 04/04/2025

  
  
  
  
  
  
  
  
  
  
  
  A bill was issued on 03/20/25. The bill included past due balance of $532.74 and current charges of $90.38 due on 04/09/25, for a total amount due of $623.12. The next bill date is 04/16/25.
  

  A termination notice was issued on 03/17/24  in the amount of $532.74 scheduled on or after 04/01/25.

  03/21/25 - The Company attempted to contact the Customer by phone.  Received sit tone/invalid .

  03/24/25 - The Company attempted to contact the Customer by phone.  Received sit tone/invalid .

  04/02/25- Service Disconnected for Non payment

  The customer made a payment of $623.12 on 04/02/25. Service will be restored the next business day

  04/03/25- Service was restored at 8:03PM

  The total account balance is $16.00 reconnection fee. 

  
  

• Initial Complaint

  Date:04/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a rebate card for a return of security deposit for $362. That card has been misplaced so I’ve talked to someone at west Penn power 3 times with no resolution. Then they referred me to the company who issues the rebate cards and they were unable to help me get the card reissued in my name. I’m a single mom and this would really help me out. Please help.

  Business Response

  Date: 04/04/2025

  ***** **** is a third-party vendor that
  remits and manages most refunds on behalf of FirstEnergy.  The refund is issued in the form of a debit
  card.

  If a customer indicates the prepaid
  debit card that was issued has been lost, stolen, or inadvertently destroyed, the
  customer will need to contact ***** **** at ************** for assistance.

  The name on the account is **** ******** and the debit card would be reissued in the name on the account.

  If a name change
  is requested due to death/marriage/divorce/adoption/legal name change, North
  Lane will perform the change with the correct documents to confirm this request
  (marriage license, death certificate, divorce order, adoption papers, legal
  name change documentation). If it is due to a death, the refund will be
  issued to the Estate of customer name to abide with all legal requirements.

  
  

• Initial Complaint

  Date:04/01/2025

  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'm a Disabled person and also have Electromagnetic sensitivity. JCPL/ First Energy Company Installed a ERT/ First generation Smart meter on my property which broadcast a radio signals every 3-5 second which has Been Affecting me and other household member with Health issue. I request multiple time to have the meter replace with a non-communicating Meter (Analog Meter) yet company refused to do so even not Thuo they are required to based on ADA reasonably commendation for a Disabled Person. At the time the local state agent that over see them NJ BPU said they couldn't tell the company what meter to install. Last year NJ state law changed that Any person could opt out of Smart Meter (any meter that is Brodcasting for a Non-Commutating Meter for a $15 Fee. I Request the opt out and the current meter that was a Communicating Meter and was also overcharging me to have a meter test for accuracy (which require the company to remove the meter that is in question and install a replacement NON-Communicating (analog meter) There were over 25 request and company refuse to replace the faulty meter. The NJ BPU has tried to get response for JCPL/FirstEnergy and they seem to be NON-Responsive any time from to replace the faulty meter. Also the Company has been charging a $15 opt out fee for a NON-Communicating meter for the last 4 Months now and Yet the CURRENT METER IS A TYPE SMART METER THAT IS COMMUNACTING and they still are fraudulently charging me the $15 x4 mo and counting now $60. I Expect the current meter be replace immediately with a NON-Communicating Anolog Meter That they had agreed to do when jcpl/first energy talked with Anthony V. from the NJ BPU 2/20/25. Yet follow up calls with BPU JCPL/FirstEnergy Seem to be backing out and not doing what they agreed to with the NJ BPU replace the meter. I also what all Fees $60 and count refund to me until the correct no Communacting Meter is installed and the current Meter Is replace and the Meter test done.

  Business Response

  Date: 04/17/2025

  The customer's concerns have been documented and forwarded to the appropriate department for review. 

  Customer Answer

  Date: 04/23/2025

   I am rejecting this response because:

  There is no response from First Energy /JCPL and still no Response from Them.
  

  
  

  Business Response

  Date: 04/25/2025

  Company documentation indicates that a non-communicating meter has been put in place, and this issue is considered resolved.

  Customer Answer

  Date: 04/26/2025

   I am rejecting this response because:

  JCPL/First Energy Had NOT Refunded The $60.00  ($15 x 4 months) That the Meter was Brodcasting and Company for the last 3 1/2 year refused to replace the meter with over 25 request by the  NJ BPU and Myself. They Started Charging the $15 opt out fee the end of Dec. 2024 yet refused to replace the Brodcasting Meter with Analog Non Communicating Meter .  JCPL/First Energy Final just replace the meter recently. YET have NOT Refunded the 4 Months of FEE when the Meter Was Communicating and Fraudulently Kept charging my account.  

  I Pay Customer Charge of $4.27 each month on by Electric Statement that "Customer Charge - month charge that offsets cost for billing, METER READING, equipment, and service line maintenance"  YET I'm Also Being Billed  $15.00 each month for METER READING.

  I Already pay customer charge $4.27 month and no get charged Additional $15.00 for reading the meter that is included with the $4.27 customer charge.

  Also JCPL/First Energy is required Under ADA to Not Discriminate and charge more to a Disabled Customer because of their disability and reasonable make commendations for the disabled customer. Being Disabled and having Electro-magnetic Sensitivity I can't be around Smart Meters or other Broadcasting Wireless Meters. 

  I Request that the JCPL/ FIRST Energy Refund the $60.00 + Stop Charging me a $15 additional Meter Read fee on top of  the $4.27 customer Charge that Already Includes the Meter Read Fee.  This Company JCPL / First ENERGY  is violating my right and other abled customers right under the AMerican with Disability ACT.

  -****

   

  
  
  
  

  
  

  Business Response

  Date: 04/28/2025

  The company has reviewed the material and after further investigation, the company’s position is:  
  
  The $44.46 exchange charge; with added non-refundable $15.00 monthly customer charges, are valid and cannot be waived or removed. 

  Customer Answer

  Date: 04/30/2025

   I am rejecting this response because:
  
  
  The OLD Meter was over charging and as a customer I'm allow a free Meter TEST yearly that JCLP /First Energy Had Refused to even test the Meter after Multi Requests from the BPU.   In order to test the Meter, The Company JCPL /First Energy  must remove the current meter and replace it.........    At NO TIME DID I  THE CUSTOMER OR THE NJ BPU Agree to a meter exchange fee for a meter that the company was  required to replace in order to conduct the Meter  Test.   As Well  JCPL / First Energy Forcefully replace the METER with Out Consent of The Customer 3 1/2 yrs Ago.    The NJ BPU is being notice of the action of this company.

  -****

   

• Initial Complaint

  Date:03/25/2025

  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 have two accounts with ********************** for my farm. I am on autopay but the company fails to consistently make the withdrawals, then charges me a late fee. They have changed their log in process so now I am only able to log into one account. I have called numerous times. Their phone wait times are up to three hours. When I get a representative on line and explain the problem they often listen to the problem and then put me back on hold for another unbearably long wait. I have sent emails without response. I think they are in over their heads with the new system and dont know how to solve it. I also have my own solar array and should be getting credit from the company but my electric bill only gets higher, so I suspect the company is not honoring the electricity I am sending back to the grid. All of these issues are intolerable. I need someone competent and with the capacity for action to get back to me.

  Customer Answer

  Date: 03/25/2025

  [[BBB transcription via additional complaint]]

   

  Problem:
  The person from the company who comes to read the meter on my property damaged my gate by pushing it against the opening mechanism versus pulling it open. I had to replace the gate. When I reported it, the company allegedly investigated the issue and blamed it on a loose pole which is absurd since they are sunk in concrete. There cant be justice if the entity that causes the damage is the one who determines culpability. I had to buy a new gate and spending the time to transport and install it. I am seeking compensation.
  

  Business Response

  Date: 04/02/2025

  Customer self enrolled on ******* 1/26/25. Customer had autopayment made on 3/17/25 of $151.44 return on 3/20/25. Customer entered incorrect banking information when enrolling in AutoPay. Customer contacted the ******************** on 3/21/25 regarding return payment, late fee was reversed. Customer did make current payment due of $163.26 and provided correct information for *******. Company did re enroll with bank information provided by customer.  Log in process online has not been changed. Customer requested Supervisor call back on 3/25/25 regarding solar billing, Supervisor contacted customer and went over KWH in and out and banked hours for March.  Although we encourage customers to visit our website, utilize self-service options in the *** or take advantage of our ************************* some choose to wait for a representative.  We have experienced staffing shortages in certain call types which may create long wait times. To address the wait times of this subset of calls, we continue to optimize call routing strategies to get the customer to the correctly trained CSR the first time and have implemented an initiative focused on recruitment and retention.

   

• Initial Complaint

  Date:03/20/2025

  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.

  The company messed up my bill by severely over charging me. They tried to charge me 1800 dollars for a one month bill. I then let them know how badly their numbers were off by reading the meter to them over the phone. They then agreed to send out a tech to re-read the meter. Now I get a 2 month bill of about 949 dollars when I have never had a bill that high before. I called to ask them about this and they admitted that the first bill was an estimated reading. So now when I get next year's estimated reading it will be over 500 dollars due to this. They tried to claim the bills are estimated on a month to month basis. But that is not true. I have had numerous issues with this company's billing and someone needs to do something about this. I am also going to look into filing a class action lawsuit against the company as I know I am not the only one who has had these issues.

  Business Response

  Date: 03/21/2025

  Good afternoon,
  
  I am happy to try and assist the customer with their concerns.

  ********************** schedules and reads their meters on a bi-monthly read cycle. We render bills monthly. The interim monthly billing issues based on an estimated usage calculation. Per our ******************* approved Tariff Section 4-13.10 (b).
  
  (b) ************* is rendered under Rate Schedule provisions which do not require Monthly demand measurements and when the Customer selects the ******************** to provide the billing Services, meters may be read and bills rendered either Monthly or bimonthly at the Companys option.When meters are read at bimonthly intervals, bills for the initial months of the interval may be estimated either from a like period of similar use or in some other reasonable way. The bill for the final months of the interval will be calculated from the metered use during the interval corrected for the amount of estimated use previously billed.
  
  The meter has been read bi-monthly as scheduled, and the meter has been read properly. The actual reading following an estimate will pick up any difference if over or underestimated.  The customer has the option to provide a customer reading on the estimated months. The bills include a bill message advising of if the next reading will be estimated or actual and the dates to call in a customer reading if the next meter reading is scheduled to be estimated.
  

  This customer does provide readings off the meter frequently on the estimated months.  The read entered by the customer on January 17, 2025, at 9:24 AM was 49851.  Based off the customer reading provided the bill was issued from December 17, 2024 (actual company read *****) to the (customer read provided of ****** on January 17, 2025. This resulted in the high bill issuing of $1877.42.  (This read was not entered by a representative, but by the customer.)
  The customer contacted the ********************** on February 11, 2025,indicating the read was entered incorrectly and provided a corrected customer reading of ***** taken on February 11, 2025. A hold was placed on the account until the customer could be rebilled. The customers corrected read was used to prorate back to the prior bill date of January 17, 2025, and the customer was rebilled to a read of *****. (No one was sent out to obtain a check read, as this was a customer provided reading.) The rebill resulted in the corrected bill amount of $497.78.

  The next reading was scheduled for the company to obtain and was, on February 14,2025.  The reading obtained by the company was ***** which confirmed the customers 2nd reading was correct.  The customer was billed from the corrected (prorated) read from the prior month of ***** to the actual read of ***** obtained by the company. The bill was issued to the customer on February 18, 2025.

  On March ******* the customer contacted the ********************** to discuss their bill.  (Bill period for $436.64 from 01/18/2025 to 02/14/2025) The customer was concerned with the actual ********************** read.  The customer supplied a read of ***** on **/**/2025.  This confirmed the company read was correct and the meter had advanced since.  Customer was offered information on ways to save on their electric bill, and it was declined.  It was explained to the customer that every other month is estimated, and estimates would be based on his normal usage that time of year, prior actual or off the reading he provides. Customer indicated he was not happy with being estimated on alternate months.

  The March billing will be the regular scheduled estimated month as indicated on the bill under their messages on the left side. On the back of the bill there are dials as they appear on the meter.  The customer could use this if they are not already to obtain reads on the estimated months.  There are lines above each number as would appear on a clock.  The customer will always want to report the lower of the 2 numbers. In the case of the hand falling between the 9 and 0, the 9 is the number that should be used. Until the hand of the clock reaches the center of **** above the number it would still be considered the prior number. 

  If the customer would need payment arrangements on their balance, they can contact our ************* Team at ************** to review their options.

  I apologize for any inconvenience the customer has experienced. I hope the information provided is helpful.

   

  Best Regards,