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:09/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get the balance on my landscape lighting that was financed with Ohio Edison. I have called them 9 times (************) over a 30 day period beginning over a month ago 8/26/22. I have been told at least three times that a supervisor would call me back and no one has ever returned my calls. I am receiving a statement in the mail that is also incorrect. I just want to pay off the balance and I need to confirm the balance before I do that.

  Business Response

  Date: 10/03/2022

  An agent from the Products and Services Department contacted the customer, Ms. ****** ****** and apologized for the delay in
  response. The agent provided her the remaining balance on the contract. Ms. ****** stated she
  will be mailing in check to pay off contract.

  Customer Answer

  Date: 10/03/2022

   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:09/26/2022

  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.

  This was not sent in error. I am consumer by law. Here are the details of the said inaccurate accounts, company name, balance & date last reported:
  
  Account Name FIRST ENERGY CORPORATION Balance $604.00 Account Number ********

  Business Response

  Date: 10/06/2022

  Good afternoon, 
  
  
  As a matter of background:
  On 06/27/19, ********* ******* obtained service at *** **** ****** *** *** ******** **** *****. 
  
  
  On 10/12/21, customer began service with FirstEnergy Solutions/Energy Harbor, an Alternate Supplier. 
  
  
  On 11/01/21, ********* *******'s service ended at *** **** ****** *** *** ******** **** ***** when another individual contacted the company to obtain service in their name at that address. 
  
  
  On 11/12/21, the final bill was issued in the amount of $625.68 ($604.93 CEI charges and $21.75 FirstEnergy Solutions/Energy Harbor supplier charges) due 11/29/21. 
  
  
  The final bill remained outstanding and was sent to LJ Ross Associates Collections, 1-800-530-3790. 
  
  
  The outstanding balance is valid. The account was in ********* *******'s name with ther personal information. The outstanding balance was not paid and therefore was sent to collections. 

• Initial Complaint

  Date:09/24/2022

  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.

  Over paid bill by accident and after requesting a return of overpaid balance, it has not been returned.

  Business Response

  Date: 09/26/2022

  On 08/04/2022, the customer made a payment of $4,526.00 through her bank. 
  No contacts from customer.  On 08/24/2022, ***** **** contacted the company and reported that she made the payment of $4,526.00 erroneously.  $4,526.00 was returned to the customer through her bank account.  
  If the customer looks at her bank statement, she should see that the payment of $4,526.00 was reversed and credited back to her bank account on 09/16/2022.  

  Customer Answer

  Date: 09/28/2022

   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., 

   

  One note: the money was refunded to my bank on 9/25 (after complaint filed), not 9/16 as stated by the business.

• Initial Complaint

  Date:09/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called and had my account notes that I want no money for the balance due to statewise to be paid. They refuse to do this and start to charge my late fees. I have disputed the customer charge directly with state wise. My payments have been for all service charges directly related to my usage with Penn Power. As a consumer I should have the choice where my money goes. This is a shame that they are allowed to have suppliers on their list that are horrible and are scams. I want no further late fees moving forward. I wont a formal apology and further compensation for the undue stress they are now causing because they are allowing this company to cause so much undue financial burden, anxiety, and stress. Get better customer service!

  Business Response

  Date: 10/03/2022

  On 6/6/22 the company received the request to enroll with alternate supplier, ********* ******. Enrollment effective 6/7/22. An enrollment letter was issued to the customer. 
  
  On 07/20/2022 the customer contacted the company concerning the ********* ****** charges on the bill. Customer stated ********* misrepresented themselves and added a customer charge. Company advised their rate is currently the same as company supply rate. $0.0869. Company advised to check to see if alt supplier has a cancellation fee before cancelling them. 
  The customer then later contacted the company and requested to cancel ********* Energy. Company submitted request and advised would have charges with them through today on the next bill. 
  
  The customer filed a dispute with the ************ ****** ******* Commission on 07/21/2022. The commission had the supplier's cancellation fee waived. The commission did not waive the $1.95 customer charge that was charged by the supplier due to the commission not investigating contract disputes. 
  
  The customer's dispute is with the alternate supplier. The company will not waive fees nor allow the bill to go unpaid. The company will also not issue compensation due to the stress caused by the customer's contractual agreement with the supplier. 

  Customer Answer

  Date: 10/03/2022

   I am rejecting this response because: it is my right as the account holder to mention how I want a payment to be applied. All of the customer charges have been disputed with the supplier and should have been placed on hold. Yet this company is forcing me to pay and because I don’t qualify for assistance I get the financial hardship. If I need to get legal involved, I will. This company has **** poor customer service. The state really should have shut this supplier down as they are a scam company full of scam artists ready to sign your life away. I want a formal written apology from them regarding their part in this whole debacle. I will even file a complaint against the PUC as well. Door to door people should be illegal!
  
  
  
  

• Initial Complaint

  Date:09/21/2022

  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 $392.10 on 9/19/2022 from the illuminating company. I didn’t authorize this purchase. I called the company and told them that it wasn’t me who charged this. She told me it was from someone with the last name of ****** from ******* ****, who I don’t know who it is. She said she can see that it wasn’t on my account and it wasn’t me who made that payment. She took my account information off their account so it wouldn’t happen again. She said she put in an investigation to get refund back. I called today and the lady told me they can’t do anything. I provided my billing history to show that that amount was never on my account.

  Business Response

  Date: 09/27/2022

  Good morning,

   

  A payment of $392.10 was received on 09/15/22.  The account the payment posted to was not the correct account.  The customer contacted the company on 09/19/22 to report that this payment was taken out of her account without her permission.  The customer was advised to contact the bank to report the payment as fraud.  The company is not able to reverse the payment.  The customer's bank would need to reverse the payment and return the funds to the account.

   

  Thank you,

  Customer Answer

  Date: 09/27/2022

   I am rejecting this response because the bank is not able to reverse it since I do use the illuminating company for my electric so the bank thinks it was me making the payment. 
  
  
  
  

• Initial Complaint

  Date:09/20/2022

  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 moved into my apartment September 2020. I always paid my bills on time until last November. Every time I logged into my account there was no bill amount displayed to pay. I call JCP&L multiple times explaining I’m unable to view my bills to make payments. They informed me they are having some difficulty with the website and they are working on fixing the issue. I spent three months unable to make payments because there was no bill to reviews JCP&L never sent a paper bills during that time In February they sent me a bill and a letter stating that they did an estimated meter read and they have to re-billed me in the amount of $1,878.25 from 03/05/2021 - 10/05/2021 I called to get a better explanation they told me that due to Covid they were unable to physically come out to read meters so they did an estimate read I explained to them my meter is located outside and there’s no reason why they couldn’t get to it Even though I was paying my bills every month during that time they still want me to settle the bill I was scared they will discontinued my service I kept making payments whenever I can just to keep my lights on but I never was able to paid the amount the claimed I owned In May 2022 I logged as usual to make payments and realize just for the month I was being charge $700 I called for more details, they did another estimated meter read where they increased my bill to $2000. The same day I make a payment for $300 because I real thought they will come and disconnect me at any time. JCP&L never gave me a valide explanation for those outrageous amount on my bills. I live by myself there no way I consumed that much electricity for my bill to be $700. I asked for a new meter, they told the meter is new and there’s no reason for them to change it I asked for them to investigate and see what could be done They told there’s nothing they can do and that I have pay for electricity service I received. I did this complaint to see what could be done.I can’t t settle the bill

  Business Response

  Date: 09/29/2022

  On 03/16/2020, Governor Phil Murphy signed Executive Order No. 104, implementing aggressive social distancing measures to mitigate further spread of COVID-19 in New Jersey.  The order took effect immediately.  Based on account documentation, the service has been in the name of ***** ******** since 10/15/2020.  Apartment building.  The meter is located indoors.  The premise has electric heat.  The customer was informed about estimated meter readings on the bills.  No records of returned mail / email.  The customer has the option of reviewing the bills to obtain and provide meter readings.  No contacts from customer regarding billing.  On 05/28/2021 and 05/31/2021, the company attempted to contact the customer by phone regarding multiple estimated bills because the meter is either indoors, where social distancing prevents us from reading it, or because we have been unable to access the meter.  The customer was advised to provide meter reading.  No contacts from customer until 01/21/2022.  On 11/04/2021 and 01/05/2022, the company obtained actual meter readings.  On 01/21/2022, ***** ******** contacted the company regarding estimated bill for $29.55 from 09/08/2021 to 10/06/2021 and about not receiving bills.  The customer stated that she is unable to provide meter reading.  There is a pending work order for accounting to review the account.  The customer was advised that based on actual meter readings, we can look back and see if we need to adjust estimated bills.  Due to pending work order and hold to review the account, no bills from October 2021 to February 2022.  The premise has electric heat.  Based on actual meter readings, previous bills were underestimated.  No payments from 11/01/2021 to 03/31/2022.  On 02/10/2022, the account was re-billed from 02/05/2021 to 02/03/2022 for $1,878.25.  On 02/11/2022, ***** ******** contacted the company.  The account was reviewed.  The account was placed on a payment arrangement per customer's request.  
   
  ***** ******** defaulted the 02/11/2022 payment arrangement due to non-payment.  On 03/31/2022, payment of $171.00 was made.  On 04/06/2022, the 03/31/2022 payment of $171.00 was returned due to Non Sufficient Funds.  On 04/29/2022, the account was placed on a new payment arrangement with payment of $202.35 per customer's request.  The 04/29/2022 payment of $202.35 was returned on 05/05/2022 due to Non Sufficient Funds.  The customer defaulted the 04/29/2022 payment arrangement.  On 07/18/2022, new payment arrangement was established per customer's request.  Customer defaulted the 07/18/2022 payment arrangement due to non-payment. 
  The customer has defaulted 3 payment arrangements due to unsatisfactory payment history.  
  
  On 09/22/2022, a representative called and spoke to the customer.  The account was reviewed.  The bills from February 2022 to June 2022 were estimated.  The premise has electric heat. The meter was read on 07/07/2022 and 09/08/2022.  The July 2022 bill for $727.82 (based on actual meter reading) appears to be high due to previous underestimated bills from February 2022 to June 2022.  The customer provided meter reading indicating that the meter advanced.  Based on actual meter readings, the usage is justified.  The customer was informed about meter test process.  Meter test work order was created per customer's request.  As part of the meter test process, our representatives removed the meter for testing on 09/23/2022.  On 09/28/2022, the meter was tested at the average accuracy of 100.00 percent, which is within the limits established by the New Jersey Board of Public Utilities.  On 09/29/2022, meter test results were mailed to the customer.  
  
  At this time, the balance is $2,319.18 for charges from 07/07/2021 to 09/08/2022.  Based on the source of heat at the premise, actual meter readings and the meter test results, the account balance is considered correct as rendered. 
  
  

  Customer Answer

  Date: 09/30/2022

  I am rejecting this response because:  Because no one from JCP&L contacted me on 5/21/2021 or 05/31/2021 regarding estimated meter readings. In May, 2021 I didn’t even have any issues with my bill whatsoever. They claimed they called me and I didn’t contacted them back regarding billing. During that time I received my bill via mail and I was able to reviewed my bill online to compared and make payments on time. Therefore, I has no reason to contact regarding my billing because there was no issues. From January 2021-October 2021 I received a bill each months and I made a payment every time. I have records to show my payments history for the 10 months with no problem. 
  I started calling JCP&L, when I didn’t received a bill via mail and there was no amount listed for me to pay when I logged into my account. I spent three months unable to make payments because of the issues they were having with the website or JCP&L not sending me a monthly bill. JCP&L said  that I didn’t provide a meter reading, that’s not correct. I did provide them with the meter read, they told me that wasn’t the correct number. 
  JCP&L informed me about estimated meter read in February 10, 2022 for the amount of $1878.25. I tried making payment arrangements with them because I was scared they will discontinued  my service but I wasn’t able to maintain the payment plans. Again, they did another estimated meter for $727.82 in May 2022 not July. 
  The said the premise is electric heat that is true. However, the back building of the complex where I’m located at I’m the only person that received this letter from JCP&L regarding meter readings. Shouldn’t they be doing that for all their customers. In addition, I also compared my bills with my neighbors. Some of my neighbors that live with multiple people or have multiple children and used more usage of electricity based on their meters reads are paying less than me and I live by myself. They mentioned that the meters are indoors. Yes, but they are not located inside apartments so, what is the real reason for estimated meter readings.  With this estimated meter reading, they are assuming, I’m using more usage of electricity when I’m actually not. 
  
  
  
  

  Business Response

  Date: 10/09/2022

  On 03/16/2020, Governor Phil Murphy signed Executive Order No. 104, implementing aggressive social distancing measures to mitigate further spread of COVID-19 in New Jersey.  The order took effect immediately.  Apartment building.  The meter is located indoors.  The premise has electric heat.  The customer was informed about estimated meter readings on the bills.  No records of returned mail / email.  The customer has the option of reviewing the bills to obtain and provide meter readings.  No contacts from customer regarding billing.  On 05/28/2021 and 05/31/2021, the company attempted to contact the customer by phone regarding multiple estimated bills because the meter is either indoors, where social distancing prevents us from reading it, or because we have been unable to access the meter.  The customer was advised to provide meter reading.  No contacts from customer until 01/21/2022. 
  
  The customer confirmed that the premise has electric heat.  Based on customer's statements to the Better Business Bureau (BBB), the customer was aware of estimated bills and did not show good faith.  When bills are estimated, the company can look back and adjust estimated bills based on actual meter reading.  On 01/21/2022, ***** ******** contacted the company regarding estimated bill for $29.55 from 09/08/2021 to 10/06/2021 and about not receiving bills.  The customer was advised that based on actual meter readings, we can look back and see if we need to adjust estimated bills.  Customer unable to provide meter reading on 01/21/2022.  Account documentation does not indicate that the company was having issues with the website.  There was a pending work order for accounting to review the account.  Due to pending work order and hold to review the account, no bills from October 2021 to February 2022.  Company's documentation does not indicate that the customer was unable to make payments because of issues with the website.  The company offers various methods by which customers can make payments, including online, phone, payment agencies, and mail.  
  
  Seasonal increases are due to the use of heating and cooling equipment.  Due to multiple factors, such as education and privacy, the company cannot advise exactly why the neighbors bill could be lower.  The company bills the account based on the difference between the previous and current month's meter readings.  
  
  The customer has the option of contacting her landlord (the owner of the property) to do a breaker test.  Based on account documentation, on 09/22/2022, customer provided meter reading that she took on 09/06/2022.
  The customer was added to the must read list.  Due to multiple factors, the company cannot guarantee monthly actual meter readings.  The New Jersey Board of Public Utilities (BPU) approved JCP&L's plan to begin installing Smart Meters  throughout its service territory in 2023.  Approximately one-third of the smart meters are expected to be installed each year, with the majority of JCP&L customers receiving a smart meter by 2026.  
  
  On 10/03/2022, the customer reported that she is in the process of applying for assistance programs.  Based on the source of heat at the premise, actual meter readings and the meter test results, the account balance is considered correct as rendered. 

  Customer Answer

  Date: 10/12/2022

   I am rejecting this response because: They claimed that they tried to contact me multiple time to informed me about estimated meter read, that's not true at all. I'm a customer of JCP&L they have all my information. They atleast have three ways to contact me. First with my phone number, second email address or mail address. The same way they send me a letter via mail to informed that they went back and adjusted my bill, is the same way they could've send me a letter informing about the meter reading instead of doing estimated meter read which is venturing their best guess of my monthly usage of electricity. JCP&L refused to own their wrong doing in all of this, they failed to informed about both estimated meter read, they did on my account with them.

  In addition they said there was nothing wrong with their website during that time, why they didn't send me my bill statements through my mailing address during those three months when I was unable to make payments and consistently calling the about the issue . It was I the customer that called every time to make sure that I was in good standard with JCP&L. I following up with them every month because I didn't want to be behind on my bills. Unfortunately, for me three months later I find myself in this predicament with JCP&L. Yes, I did contact JCP&L to informed them that I'm trying to get some assistance because I'm trying to settle with outrageous bill that I received from them. I don't have the means to settle it myself and I did't want them to them to discontinue my service because the last letter I received from them is stating that the full payment needs to pay by 10/26/2022. Me trying to get assistance, doesn't mean I accepted everything the way it's and that I'm capable of settling with the bill. I'm trying to get help because I truly doesn't know what to do anymore with this issues. It seems like JCP&L is not willing to even acknowledge their wrong doings as a company. The fact that they could do estimated meter reads and go back to re-ajusted my bill to $1878.25 on top of me making payments during that time for not months. Tells me that, they are not willing reduce the amount of this humongous bill. Electricity is necessity I life and if a company is doing that  to their customer, their numbers should be acurate because people like me cannot afford to for extra electricity that truly don't use. I call the on 9/22 because the the usage on paper bill that I received for September didn't matched the actual number on my meter. 

  
  

  Business Response

  Date: 10/12/2022

  On 03/16/2020, Governor Phil Murphy signed Executive Order No. 104, implementing aggressive social distancing measures to mitigate further spread of COVID-19 in New Jersey.  The order took effect immediately.
  COVID-19 Pandemic is a global issue that affected and is still affecting people and businesses around the world.  Bills were estimated mainly due to COVID-19 Pandemic and access issues.  Apartment building.  The meter is located indoors.  The premise has electric heat.   The customer was informed about estimated meter readings on the bills.  No records of returned mail / email.  The customer has the option of reviewing the bills to obtain and provide meter readings.  The customer was given information on the bills about how to provide meter readings.  Based on customer's statements to the Better Business Bureau (BBB), the customer was aware of estimated bills.  Based on account documentation, on 05/28/2021 and 05/31/2021, the company attempted to contact the customer by phone regarding multiple estimated bills because the meter is either indoors, where social distancing prevents us from reading it, or because we have been unable to access the meter.  No contacts from customer regarding billing until 01/21/2022.  
  
  On 01/21/2022, ***** ******** contacted the company regarding estimated bill for $29.55 from 09/08/2021 to 10/06/2021 and about not receiving bills.  The customer was advised that based on actual meter readings, we can look back and see if we need to adjust estimated bills.  Customer unable to provide meter reading on 01/21/2022.  Account documentation does not indicate that the company was having issues with the website.  There was a pending work order for accounting to review the account.  Due to pending work order and hold to review the account, no bills from October 2021 to February 2022.  Company's documentation does not indicate that the customer was unable to make payments because of issues with the website.  The company offers various methods by which customers can make payments, including online, phone, payment agencies, and mail.  Based on actual meter readings, previous bills were underestimated.  No payments from 11/01/2021 to 03/31/2022.  On 02/10/2022, the account was re-billed from 02/05/2021 to 02/03/2022 for $1,878.25.  On 02/11/2022, ***** ******** contacted the company.  The account was reviewed.  The account was placed on a payment arrangement per customer's request.  
  
  Based on account documentation, the customer has defaulted multiple payment arrangements.   On 02/11/2022, 04/29/2022 and 07/18/2022, the account was placed on payment arrangement per customer's request.  The customer defaulted payment arrangements due to non-payment. 
  
  On 07/07/2022, the company obtained actual meter reading index of 29317.  Based on account documentation, on 09/22/2022, customer provided a meter reading index of 29907 that she took on 09/06/2022.  
  
  No payments since 07/18/2022.  Seasonal increases are due to the use of heating and cooling equipment. 
  The company bills the account based on the difference between the previous and current month's meter readings.  Based on the source of heat at the premise, customer's supplied meter reading, company's actual meter readings and meter test results, the account balance is considered correct as rendered. 
  
  There is a hold on the account until 10/22/2022.   At this time, there is not termination activity on the account. 
  
  Tell us why here...

• Initial Complaint

  Date:09/16/2022

  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 believe I am being charged for electric used in my apartment and another apartment attached to my building. My landlord owns ***** * *** **. I believe I am being charged for Apt * in building **.

  Business Response

  Date: 09/27/2022

  The Customer is being billed
  for usage at ** * *** ** *** *** * ******* ** *****, meter number **********.  The Customer has had service in their name with
  the Company at this location since 08/05/21.

  
  The Customer has not
  contacted the Company prior to contacting the Better Business Bureau to discuss
  their concerns, the Customer’s calls have been collections related.

  
  The Company is willing to
  discuss the Customer’s concerns with the Customer.  The Customer should contact the Company at
  ************** Monday – Friday from 8am to 6pm and speak to a representative so the Company has the opportunity to resolve the Customer’s concerns.

  Customer Answer

  Date: 10/03/2022

  [BBB transcription via email from consumer]

   

  Good day, I am contacting you re: my dispute with MetEd #FirstEnergy. My landlord ********** ********** owns a building that contains 2 apartments that are the number ***. I believe you charged me wrongfully. I’m also upset I had to be given a new account number when I’ve had the same account for years with no issues. I believe one bill that I had received was $600. A beginner bill. I am & have been receiving bills with the same account number but different amounts. I sent copies of 2 of the bills to med Ed asking for the correct one and no one responded. I received one bill for $600. I’ve never had a bill that high. That’s more like a starter bill. I have been with med Ed for years! I understand about the misunderstanding when my electric was shut off, they had a tenant move out of the other apartment number two not mine. So I believe I am being charged for someone’s new service when I have had an account for years. I never received a credit of $217 no one ever contacted me and said that my account was credited ever. The office is extremely difficult to get in touch with. The reason why I contacted BBB is because it’s difficult to get someone on the phone to discuss the account. Again I believe there is an error where I am being charge for the other apartment number *’s services. ***** *******
  

  Business Response

  Date: 10/03/2022

  Our company monitors high and low call volume
  days. Unfortunately, some days are unpredictable and may cause longer hold
  times.

  The company stands by our previous responses. 

  Customer Answer

  Date: 10/03/2022

   I am rejecting this response because:
  

   

  the two documents I submitted to the BBB showed two different amounts with the same due date, no one is explaining that. No way should I owe two different amounts. No one wants to own up to the error. yes my landlord messed up telling you to cut off my electric, but I have been a customer for over 10 years!!! this is what i get for it, when you make a mistake you own up to it. No one explained the double billing. did anyone view the documents I submitted??? Unacceptable.

  
  

  Business Response

  Date: 10/03/2022

  As my response on 09/28/22
  advised, the customer is not being double billed.  The copies of bills the
  customer provided are for two separate billing cycles on account their existing
  account number ************.  I attached the copies of the bills
  reflecting the billing cycles and due dates for each bill to the response on
  that date.

  
  The Company stands by our previous
  response.

  Customer Answer

  Date: 10/04/2022

   I am rejecting this response because:
  You are trying to say for the month of September my bill was $192 7 for the month of August my bill was over $400??? Don't you think there is something wrong here?? You are clearly ripping me off or making me pay someone else's electric bill. Come on, I have been a customer with  you for too many years for you to pull something like this.
  
  

• Initial Complaint

  Date:09/16/2022

  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.

  penelec will not except a medical issue in house, which to my understanding if electric is needed for medical reasons, it needs to stay on for medical equipment. Which is the case here. We would like to request a review of this account for purposes of lowering monthly payment of past due, and current bills, 500 a month is to much. Thank you. ***** ******

  Business Response

  Date: 09/27/2022

  The customer entered into a 60 month payment agreement on 5/24/21. The account balance of $7648.76 was broken into 60 installments of $127 each. The agreement is to pay the monthly budget amount (currently $297) + $127 a month. This was the the maximum amount of time the customer could be given at that time.  The monthly budget amount is an average based off the customer previous 12 months of consumption history and can not be lowered.  The last payment received was 11/1/21 and the customer is not eligible for another payment agreement at this time. The past due on the agreement is $5943.89.
  
  The Customer has had prior medical certificates as follows: 4/11/22 (balance, $9589.00), 5/23/22 (balance, $9761.80), and 8/3/22 (balance, $10,861.78).  The Customer has had 3 medical certificates to postpone termination for 30 days each time. The customer has not meet payment obligations for an additional medical certificate as the delinquent balance has not been paid to zero. 

  Customer Answer

  Date: 10/02/2022

   I am rejecting this response because:
  
  
  A medical issue does not go away it is a everyday problem with no cure. That is what medical certificate are for, and the Dr filled out the form needed for verification of medical issue. But penelec/ first energy  denied. So I ask what are we suppose to due, when electric is needed for medical condition. ?? 

  Just let my wife  suffer more or worse  die? 

   

  This whole thing wouldn't even be a issue. Been  waiting  over  7 month s for another government company to get our  taxes  back ** ** ** If this was done in normal time frame we would be paying  $3000.00 to first energy  and none of this would have had to be done the last several months.

  ***** ****** 

• Initial Complaint

  Date:09/16/2022

  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 repeatedly had billing issues with jcp&l first energy corp since moving into my home January 2020. From over charging or sending multiple bills at once and hitting us with big numbers. I have asked since last year for a new meter and they claim nothing is wrong and go by the numbers on the meter read. I understand that the amount goes up in summer due to air conditioning but $1000 bills TWO months in a row is not realistic. I go from $138 normal to $1000, when calling again about the issue they claimed i need to hire an electrician (more money) before they would send someone out to check the meter and then pay a FEE to have someone out to check it to even see if i can replace it. They claim i use 127% more electric then my neighbors my in-laws have double the house next door and less then half charges then me?! I explained it and they said well we read the meter and no explanation of the charges and tells me more fees and charges to get anyone out to fix it. This is crazy i don’t live in a hotel i have a normal home and half the time working with no one even home. I need a correct bill adjustment or refund for all the previous years they upped my ridiculous bill. I have a set up payment plan that i can even do because of the ridiculous bills they claim nothing is wrong with.

  Business Response

  Date: 09/16/2022

  A billing investigation has been initiated on the customer’s behalf with a Resolution Specialist who will review the complaint and contact the customer to discuss their billing concerns.
  
  

  Customer Answer

  Date: 09/20/2022

   I am rejecting this response because:
  
  
  I have spoke with someone about my bills, they have agreed to send someone out to check the meter but the bill for two months in question has not been adjusted yet until they do the check which they claim will be within 30 days

  Business Response

  Date: 09/23/2022

  Company records show a meter test is pending.  The meter will be tested in a timely manner and the results mailed with the 30 day timeframe. 

  Customer Answer

  Date: 09/26/2022

   I am rejecting this response because:
  
  
  Waiting for the completion of the meter check

• Initial Complaint

  Date:09/15/2022

  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.

  This company has not allowed a payment to be made online for several weeks, in fact it was the first thing said to me when I called, charges to make a phone payment, and shut off my service just to collect a fee that is greater than the amount even owed to them. The employee lied stated they called but did not, she also was incredibly rude - **** employee Id ****** - she refused to assist, gave me an invalid account number in order to waste my time and force me to call and spend another 20 minutes on hold to make my payment in full. The multiple ways this company intentionally does things to collect more money is unacceptable.

  Business Response

  Date: 09/22/2022

  We show the last payment submitted was for $341.24 via debit/credit card on 06/09/22. We received no contact from the customer in regards to submitting a payment online after this payment was received. A disconnect notice was issued on 08/31/22 and a successful phone attempt was made on 09/08/22, and the house was verified. The service was terminated on 09/15/22. The customer contacted the ********************** in regards to the termination on 09/15/22. The customer was advised $605.53 needed to reconnect service. The customer stated she did not receive a termination notice, and we advised the notice was mailed on 08/31/22, and we show no returned mail on the account. We advised the customer there were 2 phone attempts made, on 09/07/22, we left a message, and on 09/08/22 the call was answered and the house was verified. The customer stated she is paying with a card and we advised of the fee of $4.75 for every $600.00 payment, and since the payment is over $600.00, the fee will be charged twice. We advised once the payment is made to contact the company back so a reconnection order can be placed. The customer was provided the account number. There was no mention of the customer not being able to submit a payment online.
  
  The customer did call back and stated she had problems submitting the payment the first time and we transferred the customer back to the third party credit card vendor to submit the payment. The payment was received and the customer called back to submit a reconnection order. The service was restored on 09/15/22.
  
  We will submit a request to the representative's supervisor to review the call for coaching.