Complaints

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

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• 

  FirstEnergy Corp.

  76 S Main St Akron, OH 44308-1812

• 

  Jersey Central Power and Light Co.

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

• 

  FirstEnergy Corporation (Cleveland Area)

  6200 Oaktree Blvd. Independence, OH 44131

• 

  Ohio Edison

  420 York St Springfield, OH 45505

• 

  Allegheny Energy Inc

  1 E Washington St P.o. Box 891 New Castle, PA 16101

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:09/14/2022

  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.

  In June 2022 Mon Power shut off my electric to my residence. They had previously been informed that I was awaiting assistance from the WV Housing Development Fund to make the payment. The payment was made by the Housing development fund and my electric was still turned off without warning. When I called they said it was turned off because there was a remaining balance of something like $60. I made that payment and they turned the electric on the next day. At no time was I told that their would be further fees or issues following this complaint and I believe they actually made a change to their policy to notify people when their electric was to be shut off. The following month when I received my bill there was an addition $169 charge. I made a complaint, stating that I was happy to pay my bill, the electric amount that I had used, but cannot afford to pay an additional $169 dollars. They replied stating that it was a deposit since my electric had been turned off, and that there was no way to remove the fee. They said that I would have to pay it and it would be held for 12 months and then possibly returned to me if all payments were on time. I find this practice despicable partly because it was not my fault they turned off my electric, I believed it had been paid; secondly because I did not have the money to pay the bill in the first place ( was starting a new job) and now I have limited funds and cannot just throw away $169 for 12 months when I am 30 weeks pregnant and have other responsibilities. This business disgusts me because they are money hungry and have a monopoly over the area, I don't have a choice of another electric provider. My bills have gone up exponentially as well. I never used to have a bill over $ 180 and my most recent bill was $265 for less use than the same time last year.

  Business Response

  Date: 09/19/2022

  Consumption is in line with the previous year at this location. 24 Month statement of account is attached which includes billing and payment history.
  
  9/16/20 to 9/15/21, total consumption 17,888 kWh for 364 days. Average of 49 kWh per day.
  Consumption was the highest during the summer months. Summer consumption averaged 63 to 103 kWh per day for the summer of 2021.
  9/15/21 to 9/15/22, total consumption 17,938 kWh for 365 days. Average of 49 kWh per day.
  Consumption was the highest during the summer months. Summer consumption averaged 63 to 74 kWh per day for the summer of 2022.
  
  
  
  Payment received 2/21/22 for $338.02.
  5/17/22, bill issued for $426.75 which included $301.28 past due (from bills due 4/5/22 & 5/5/22) + $125.47 due 6/6/22.
  5/19/22, Termination notice issued effective on or after 6/1/22 for $301.28.
  6/6/22, Service disconnected for nonpayment.  No assistance pledges were made prior to service being disconnected for nonpayment. A termination notice can not be stopped until the assistance pledge is made or the payment has been received. 
  6/6/22, Homeowners Assistance pledged to pay $426.75 towards reconnection. Total amount to reconnect service was $478.78 which included $169 security deposit + $17.50 reconnect fee + $301.28 termination amount.  The assistance of $426.75 was pledged leaving a remaining amount due of $61.03 to reconnect service. 
  6/6/22, the customer made payment of $62 and service was reconnected on 6/7/22. 
  The amount to restore did not include the current bill of $125.47 due 6/6/22.
  6/15/22, the bill issued for $668.33. This bill included the reconnect fee and security deposit that was part of the reconnection fees on 6/6/22 + $117.08 new charges for service from 5/14/22 to 6/13/22 + $1257.47 that was due 6/6/22 for charges from 4/14/22 to 5/13/22 + $426.75 as the assistance payment funds were not received yet.
  Assistance payment of $426.75 was received 6/18/22, after the new bill issued. 
  The balance due at this time is $298.76 which includes  $116.57 past due + $182.19 current charges due 10/11/22.  Balance due is correct as rendered.  The security deposit would be returned after 12 consecutive months of on time payments.
  
  

• Initial Complaint

  Date:09/02/2022

  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 tryed to get put on a payment plan and tryed to put 100 dollars on my bill to stop the shut the shut off and they wouldn't even take it at all also I have my electric bill down to almost 1000 dollars and they don't even have the in the system at all and when I called 4 weeks ago to make a complaint they would not do anything about it. So please I need your help with this as soon as possible. Please my bill keeps going up it is now up to almost 5000 dollars.

  Business Response

  Date: 09/06/2022

  A review of Company records reveals the following:
  

  08/31/22 - A termination notice was issued in the amount of
  $2138.43 scheduled on or after 09/14/22. Copy attached.
  

  09/01/22 - ******** ****** (Spouse) contacted the Company
  regarding a termination notice.  No
  medical was presented. No PFA was noted. Financial and household information
  was collected. Assistance information was provided.  Account balance was reviewed. The Customer
  was quoted $939.22 to maintain service. The representative confirmed the
  customer made a payment in the amount of $100.00.  The Customer was not satisfied. The Customer
  was given rights.
  

  Regarding Assistance Program: Please, advise the customer to
  contact Dollar Energy Fund at 888-282-6816 to provide income information and to
  discuss eligibility.
  

  Account statement attached detailing billing and payment
  history. Please, see the payment history.
  Customer is paying sporadically. Customer is not paying the amount due each
  billing. As a result, each bill carries over a past due amount from the prior
  bill. Each bill issued details the past due, payments received, the current
  amount due, the total amount due, the due date, actual account balance, etc.
  

  As detailed on the attached, the customer was on a defaulted company
  agreement however, on 6/16/22 the company agreed to reset the company agreement
  and the customer agreed and understood the new agreement. The active company
  agreement is now defaulted and has not been satisfied. The catchup amount is
  $1578.22. The customer is not eligible for a company agreement. Please dismiss.

  Thank you.

  ****** ****** - Asst. Cust Services Compliance Specialist

  
  
  

  
  

• Initial Complaint

  Date:08/31/2022

  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 scheduled a survey for electric to a new construction home I am building on 7/27/2022. It is 8/31/2022 and everytime I call Ohio Edison for an update, they tell me to contact the engineer, ***** (Last name unknown) at the phone number ************. I have left multiple messages, the Ohio Edison reps have confirmed that she is still working there and actively available, yet she has not answered any calls or returned any messages I have left. I've been waiting a month with no contact from the agent assigned to my survey; please get a hold of this employee and help me with the pending process.

  Business Response

  Date: 09/09/2022

  Good afternoon, 

   

  An Ohio Edison Designer contacted the customer the week of 08/29/22 and scheduled an appointment with them for 09/7/22.  An Engineering Manager spoke with the customer as well. 

• Initial Complaint

  Date:08/31/2022

  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.

  On Aug 30th at 156 my electric got shut off I called company bc I have help coming through moutineer rental assistance program they told me to pay my bill by 4pm an it will be reconnected so upon paying my bill I was on phone with a lady from Mon power I told her I was in customer service line awaiting to make the payment I got off phone at approx 4 15 pm I had two ppl in front of me I paid bill at 422pm call back with ref num still no service back on after lots of calls an rude employees not asking but yelling questions at me if I paid I want my service back on not to mention have section 8 inspection today as well an could be homeless after bc of this I also have 600 in groceries going bad in my fridge an freezer an I have a 7 an 8 yr old it ridiculous if I pay for something it should be on at a good time I keep getting told they can't tell me no time frame or anything who's gonna replace me an my kids food an home if it's not back on in time ?? That company really needs adjustment

  Business Response

  Date: 09/01/2022

  A broken IP termination notice was issued 08/18/22 for a termination amount of $252.67, a catch-up amount of $148.81, with a termination date scheduled on or after 08/25/22.
  The service was disconnected for nonpayment on 08/30/22 @2:03PM.
  08/30/22 @ 2:31PM ******************************* contacted MonPower to discuss disconnection.  Customer was provided assistance information and payment would be required for service to be restored.
  08/30/22 @ 4:02PM ******************************* contacted MonPower, was at a payment agency and wanted the representative to remain on the line until payment could be made in approximately 20 minutes.  The representative advised that she would have to call back to report payment and an order could be issued to restore service. 
  08/30/22 @ 4:37PM ******************************* contacted MonPower to report payment for restoration in the amount of $128.00.  Payment confirmed $126.34 (50% of notice amount)+ $17.50 reconnect fee (agreed to be billed) and a payment agreement to pay current bill plus $45.  Customer advised service would be restored on 8/31/22 as payment received after 4PM. 
  08/30/22 @ 7:43PM Callback made by Supervisor to ******************************* explained reconnection is scheduled for tomorrow.  Call was lost.
  08/31/22 @ 10:17AM - ******************************* contacted MonPower for restoration.  Representative advised power would be reconnected today but was not able to provide a timeframe as it is scheduled at the service center.  Customer reported she was calling the ********************. 
  08/31/22 @ 10:43AM service was reconnected. 
  Current account balance is $286.92.  Customer has been enrolled in a payment plan to pay current bill + $45 to begin with bill mailing 09/13/22.  Also included on that first bill will be the $17.50 reconnect fee.
  MonPower made no error in disconnection of ****************** power has she defaulted on a payment agreement previously accepted.  Reimbursement of lost groceries will have to be claimed through her rental insurance company as no adjustment is available from MonPower. 

• Initial Complaint

  Date:08/29/2022

  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 called to inquire about canceling my service with ************. First Energy told me that I could cancel through them and asked if there was a cancelation fee for dropping with *****, I stated no. They told me that I could cancel today with them and that it would go into effect the next business day. The cancelation was not performed and Eligo was still on my next bill, which was astronomically high. I called multiple times to talk to First Energy about getting this resolved and was told that my directions were unclear and that they wouldn't back pay for the issue. I have no supporting documents, but all of the call logs and notes are saved through First Energy's portal and can be accessed at anytime.

  Business Response

  Date: 09/07/2022

  On 02/10/2020, the company received an alternate generation supplier enrollment request from ************ **, LLC.  The alternate generation supplier enrollment request letter was sent to the customer. 
  No records of returned mail.  Based on the company's documentation, the customer was aware of alternate generation supplier on the account.  No contacts from customer regarding alternate supplier until 01/20/2022. 
  On 01/20/2022, the customer contacted the ********************** regarding alternate supplier, ************ PA, LLC.  The customer was informed about alternate supplier.  Some alternate suppliers may charge cancellation fees.  The customer was advised to contact the alternate supplier first to inquire about early termination / cancellation fees.  The customer agreed to contact ************ PA, LLC first.  The customer was satisfied.  
  No contacts from customer.  
  
  On 07/18/2022, the customer contacted the ********************** regarding alternate supplier.  The customer stated that ************ PA, LLC advised her they would drop off today.
  The customer did not request ********************** to cancel ************ PA, LLC effective 07/18/2022.  The representative advised the customer that if ************ PA, LLC ends today, the generation would default to Penelec tomorrow.  The customer did not state that she needed ********************** to cancel ************ PA, LLC for her.  It appears that there was a miscommunication / misunderstanding between the representative and the customer.  
  
  As a customer service gesture, the alternate supplier end date was changed to 07/18/2022.
  ************ PA, LLC was the alternate generation supplier on the account from 02/11/2020 to 07/18/2022. 

• Initial Complaint

  Date:08/25/2022

  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.

  Pen elec has reduced voltage to my area since early June resulting in rolling brown outs whenever its above 80 degrees outside. This causing all of my appliances and air conditioning to malfunction. They house temp inside will not go below 80 degrees. Pen elec has lied for months about why this is haponeneong. I finally talked to a line tech and he told me that pen elec has rerouted our power from anothor sub station which is causing a Major overload. I have called them over 20 times and have multiple photos of power at my outlets less than 120 which is normal. As low as 99 colts on hotter days

  Business Response

  Date: 09/14/2022

  On 6/28/22 we replaced the customers transformer. We returned on 6/30/22 to add an additional transformer to split the load with the existing transformer. 7/4/22 we discovered an unmapped over head transformer ***** is feeding customer NOT *****.  07/04/22 flopped customer secondary legs and it resolved the unbalance for all 4 homes. Measured secondary from transformer 117/118.  The customer is running multiple window unit air conditioners. In addition to the upgrades listed above, We will be upgrading the customer's service wire also. This will help to improve his voltage support.

• Initial Complaint

  Date:08/22/2022

  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.

  Being over charged for the amount of electricity being used.

  Business Response

  Date: 08/31/2022

  07/20/22 The Customer contacted the ******************** regarding the bill for usage from 06/09/22 to 07/11/22 $246.15.  The representative reviewed usage with the Customer and advised the prior bill appears to have been estimated slightly lower than the previous month.  The representative also the Customer the alternate supplier, IGS Energy on the account was charging $0.1699 cents per KwH.   The Customer requested to drop the supplier from the account.  The representative initiated the supplier drop for the next billing date 08/09/22.  The representative advised the Customer to contact the supplier for any further resolution regarding the supplier charges.

  
  The company's intentions and goals are to obtain an actual reading every other month; however, there are times when the company is not able to obtain an actual reading and the billing is estimated. When estimated, if over or under estimated, the usage is caught and corrected/billed with the next actual reading.

  
  Third Party Suppliers and the ********************* Utilities are completely independent from each other. The Customer's contract with IGS Energy was cancelled effective 08/09/22. They are currently supplied by Ohio Edison.  If the Customer has concerns regarding the charges from the supplier, they will need to contact the alternate supplier.

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was enrolled without consent and now my electric bill has doubled. I did receive any letter or anything. Called and canceled their services and was told it would take up to two months to have their service removed.

  Business Response

  Date: 08/24/2022

  A review of the Illuminating Company’s records shows that the Company
  received and accepted the supplier enrollment request from NOPEC – NextEra Energy
  on 03/21/22. The enrollment type shows as a government aggregation enrollment. The
  enrollment with NOPEC – NextEra Energy was effective 04/04/22. A letter
  advising of the switch was sent to the Customer on 03/21/22. A copy of the
  letter is attached.
  
  On 08/15/22, the Company received and accepted a contract
  termination request from NOPEC – NextEra Energy stating that the Customer chose
  to end their contract. The end date will be effective 09/02/22. A letter
  advising of the drop was sent to the Customer on 08/12/22. A copy of the letter
  is attached.
  
  
  The Customer has not contacted the Illuminating Company regarding
  this matter. Third Party Suppliers and the Electric Distribution Utilities are
  completely independent from each other. The Customer's dispute is with the
  alternate supplier, NOPEC – NextEra Energy.

• Initial Complaint

  Date:08/17/2022

  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.

  Ohio Edison has not honored their commitment to me as a paying customer. We are in the completion stage of building a new home and were told multiple times that Ohio Edison would be out to make their connection so that the house can be powered so that contractors can complete their work. Repeatedly over the previous 2 weeks from today's date (8/17/22) we were informed that they would be out "by end of week" to enable power. They repeatedly declined to honor that commitment. We expressed the urgency of need, and that contractors are scheduled to complete work on Wednesday, 8/17, to which we were told it would be completed Monday, 8/15. It was not. After contacting Ohio Edison that evening, we were told it would be completed Tuesday 8/16 at 8:30am when linemen arrived. Again, I expressed the importance of the timeline. The general contractor for *********** also contacted Ohio Edison, same response. I waited until 7:30pm Tuesday evening; Ohio Edison did not appear. I called this morning (8/17), again told it would be completed this morning at 8:30am. They have yet to appear on site. Contractors have now cancelled their work for my home today and I am now waitlisted, and also subject to a cancellation/reschedule fee. I called again, twice, but receive voicemail option only from "*****" to which she will not reply. My spouse called and his call was answered immediately by "*****". She stated they were "en route" but would not provide an arrival time. I made it my utmost priority to complete due diligence for all responsibilities as the homeowner, and have had all in for over 2 weeks. I am now paying a consequence of cost as result of poor management on Ohio Edison's end of the commitment. That is unfair, unwarranted, and deceptive business ethics.

  Business Response

  Date: 08/22/2022

  Per regional support, the work was scheduled to be completed by company trouble man crew on Monday 8/15/22 and then rescheduled for Tuesday 8/17/22. Unfortunately, both times the crew was re-routed to complete other work (trouble calls). The work than was rescheduled to be completed on 8/17/22 and was completed by the crew on 8/17/22. The company manager of the region will be meeting with the planner/scheduler and supervisors to address this issue and to try to prevent future instances. In conclusion, on 8/22/22 it has been proposed to dedicate a crew consisting of an A and B lineman to complete request for service in a timely and ordered manner.

• Initial Complaint

  Date:08/17/2022

  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.

  Phone complaint taken by H*****************1H Staff JS: H**************313134H took $400 out of consumer&#**;s account without authorization on 4/20/2021 H**************313134H did not credit the consumer&#**;s account. Consumer provided her statement. Consumer indicated the second payment came out via E-Z pay. Consumer has called H**************313134H regarding the payment and denied the claim for a refund.Consumer has been going back and forth with business since that time.

  Business Response

  Date: 08/17/2022

  Company records show multiple contacts from the customer regarding a payment of $404.75 being deducted from her bank account in April 2021. The customer advised it was an unauthorized deduction. The Company advised the customer there was no payment of $404.75 from April 2021 on her account and advised she would need to dispute the unauthorized charge with her bank. Our company does not keep debit or credit cards on file. When a payment is submitted the party submitting the payment has to input the information for the account, they would like the payment taken from. When a payment is deducted from a customers account without their authorization, the unauthorized transaction is considered fraud and customers have to speak with their bank to report unauthorized charges. The bank then begins a fraud investigation to determine who committed the fraudulent activity against the customers bank account and can take the necessary actions to reverse the unauthorized transaction. Also, if the customers bank account has been compromised the bank would take actions to prevent future unauthorized debits from the bank account. If the customer is not satisfied with the banks resolution, she would need to follow the banks escalation process. The Company regrets any inconvenience this may cause, however this is a bank fraud situation.