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: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.

  I received a bill back in April for an outstanding amount of $900 because they only gave me estimated bills for a whole year it was several months before that that I had I received a bill on top of that I called made a payment arrangement which I paid them $310.86 May 21, 2022 I have not received a bill since then. My acct number is ************ this is an ongoing issue with penelec (first energy) and I refused for them to slam me with thousand dollar bills at a time
  They are continuously not sending bills and then charging a high amount in one bill I feel that they should forgive this amount considering they are not sending me regular bills and to start with me calling them each month for meter readings when I asked to do so the last time do this wouldn’t happen again. they claimed that they only come out every other month so that was unnecessary but I have yet to see them and yet to see a bill since May

  Business Response

  Date: 08/23/2022

  A supervisor in the call center spoke with customer's husband on 8/17/22 and explained a few issues needed to be correct. Fire at the property on 4/22/21, both meters removed for 1st and 2nd floors. Removal of service was requested closing 1st floor meter on 6/22/21. DR ********* issued and new meter installed on 6/23/2021.  They converted 2 meters to 1 meter, so 1fl was closed and 2nd floor remained active. The first floor account currently has a move out date of 6/22/21. An order was sent to customer accounting to correct the move out date to 4/22/21. The second floor account has a move out date of 3/1/22. Meter has been at the location since 6/23/21. Customer was also billed from 4/22/21 to 6/22/21. An order was sent to customer accounting to credit customer for charges from 4/22/21 to 6/22/21 and then bill customer from 6/22/21 to current. The orders are still open, the supervisor will be following up with customer accounting to get the accounts corrected.

• Initial Complaint

  Date:08/15/2022

  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.

  We have been receiving utility assistance from Mountaineer Rental Assistance and we woke up to no power. They shut us off. We also have not received a bill in my email or by mail since June.8,2022. I have called them and ask to have it sent by mail but it has not happened. I had spoke with Mountaineer Rental and it's been approved just waiting. Our account number is ************.

  Business Response

  Date: 08/26/2022

  Company records indicate a ***** from Mountaineer Rental Assistance posted to the account on 5/2/22. The customer's account was past due and a termination notice issued 7/28/22 with a disconnect date of 8/10/22. The service was disconnected for non-payment 8/15/22. The service was reconnected on 8/16/22 once payment for restoral was confirmed. 

• Initial Complaint

  Date:08/12/2022

  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.

  I’ve had service with NJP&L for years. Sadly they are the only company around and can take advantage of that. I have my bill taken from my checking account. The checking account was closed and a new one added. The most recent bill was paid with the closed account. When I called to explain what happened and that I processed a new payment with the correct checking… I was told there was no problem. However when I went into my account to say it’s stating I am not able to use my checking account for an entire YEAR. I have to pay with a credit card and have a $4 fee. Poor business. Poor customer service who really could care less about their customers. Poor communication. If there was anyone else in this area I’d leave this company. All I want is to be able to use my checking account to pay my bill.

  Business Response

  Date: 08/12/2022

  Forwarded to a Resolution Specialist who will investigate and contact the customer.

  Customer Answer

  Date: 08/17/2022

   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:08/09/2022

  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 had called west Penn power multiple times about charges and a very high bill for the electric to my house. After calling 3 times and being sent to different places and no one willing to help me I requested a call back because the wait time was so long. On Thursday August 4th at 3:23 pm I received a phone call back from west Penn power. The woman on the phone couldn’t have been mor le rude and unhelpful. Instead of giving any information to me once I tried to explain my situation I was met with an ignorance that was unbelievable. I don’t remember her name but I’m sure the date and time of the call on my account can be found. This woman told me it wasn’t her problem that the charges were on my account and she refused to help me. I then asked her if I could then cancel my account and go elsewhere to which she responded in a very rude tone that I could just pay the bill or get my electric shut off to my house and that was her solution. She then told me that there was no other company I could go to and switch service but she would be happy to shut my account and electric off. How someone like this works in customer service is beyond me and this treatment is unacceptable. Having a power company just charge you whatever on your bill, refuse to help you and having nowhere else to go to have another provider is a very unfortunate situation to be in. Especially with customer service so absolutely horrible. This woman I spoke to was just insane, she continued to cut me off until I lost my patience and ended the call. To have someone tell you to shut your electric off to your house with an entire family dependent on it is just absolutely ridiculous. I couldn’t believe the poor business model and treatment that I got overall and I would like a resolution of some kind with this.

  Business Response

  Date: 08/16/2022

  08/03/22 - Customer called to advise she could not reach alternate ******** and wanted to drop them off her account. We advised the ******** has been on her account sine 2021. Customer indicated she was upset that she was not notified by the ********'s rate increase and does not want to pay their portion of the bill. The representative dropped the ******** per customer's request.
  
  08/04/22 - Customer called to cancel ********. She wanted ******** charges adjusted. The representative advised that she was unable to do that (West Penn Power and ******** are completely independent from each other). Customer indicated she was upset that her account was switched to a third party ******** and advised she was cancelling service with us. The representative indicated that if she cancelled service she would loose power and customer disconnected the call.
  
  Regarding the report of the representative's rudeness, this incident has been reported to the representative's supervisor for investigation and follow up as appropriate.
  
  Third Party ********* and the ******** ************ ********* are completely independent from each other. West Penn Power has no control over the alternate *********. West Penn Power receives notification from alternate ******** and issues letters to the customers to advise of the enrollment. The Customer's contract with ******** was cancelled effective 08/03/2022. They are currently supplied by West Penn Power. The Customer should contact the ******** to dispute the enrollment and charges received by ********. 

  Customer Answer

  Date: 08/16/2022

   I am rejecting this response because:
  
  
  I want to know the result of the absolutely ridiculous customer service representative. If you listen to the recorded phone call you will hear that she told me to shut my electric off as a response to my unhappy service. Instead of trying to help rectify the situation I was told she could shut my service off for me but I couldn’t go anywhere else for electric. That is totally unacceptable and in no way a form of a solution. I am very upset with the lack of responsibility that is being put forth. I had to call between west penn power and inspire energy 8 times to even get someone to try to help me. That is unbelievable for a company that forces you to stay with them as a provider unless you “want your service shut off”

• Initial Complaint

  Date:08/05/2022

  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.

  We lost our power on 8/2/2022 and Toledo Edison told us we need to replace our meter socket, then get it inspected, then they would reconnect us. We stayed without power for 4 days, and are still without power now. We've made 4000$ in repairs and had our building inspected. ****** Edison has yet to come to our residential property to reconnect us. This location is not only our residence but also our motel which is also home to about 20 other elderly people. We have called the company multiple times to reconnect us but we haven't received an update on when someone will come.

  Business Response

  Date: 08/15/2022

  08/02/22 The Company was contacted by Fire Dispatcher regarding a fire at the location.  The Company was advised a structure fire,fire department on scene, meter needs pulled.  The representative processed order to the appropriate department.

  
  08/02/22 The Customer contacted the ******************** regarding the hotel fire on 08/02/22.  The Customer was advised the meter socket damaged and meter melted.  The Customer was advised drop was cut at Telegraph Rd on the south end of the property to make safe.  The Customer was advised can not be re-energized until electrician makes repairs and an electrical inspection is completed.  The Customer was advised to contact the ******************** during regular business hours, Monday Friday 8am 6pm,and speak to new service representative to obtain a Design Request order.

  08/05/22 *******************,electrician contacted the Company stating service has been repaired and needs to have service restored.  The representative processed and order to the appropriate department.
  

  Per Company personnel the Company reconnected service at the location 08/06/22 @ 2:00pm.

• Initial Complaint

  Date:08/04/2022

  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.

  The Electric company is claiming they aren't responsible for their meter and service mast. They do own the equipment and they are the ones that installed it. They attached it to my gutter soffit has caused major water damage to my basement. No other house on my block has it attached to their gutters and they're saying I'm responsible and that the builder did it. My house was built prior to having electricity so that's not possible.

  Business Response

  Date: 08/09/2022

  The
  Illuminating Company does not install meter bases and stacks to residential
  customers houses. This is all customer owned equipment. The company only
  connects to the point of attachment provided by the customer, makes connections
  to their wire, and set the meter into the meter base. The point of attachment
  and meter base is the customers responsibility. The point of attachment shown
  in the customer provided photograph is most likely original with the property.
  At the customer’s cost, they have the option to hire a contractor to run the
  mast thru the roof of house and then have the loop raised. Please
  see the attached ownership guidelines for residential electrical systems. For
  more detailed information, visit ********************************************,
  or call **************. 

  Customer Answer

  Date: 08/09/2022

   I am rejecting this response because: False statements, there was no contractor that ever came out to attach an electric meter that you use to charge me
  
  
  
  

• Initial Complaint

  Date:08/03/2022

  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’ve tried to start electric services in my apartment and they just will not figure out who I need to speak to. I have been on the phone all that yesterday and today (still on hold as I type). I paid 140$ to get the service started and they didn’t do it yet. They also refused to cancel the payment and asked that I call the bank and figure it out with them.
  Account #:
  Confirmation of payment: ******
  Confirmation of second payment: ******

  Business Response

  Date: 08/03/2022

  A review of Company records reveals the following:
  
  08/01/22 -  The
  Applicant, **** ********, contacted the Company and applied for service at 10
  *** ** *** *, ******** ** *****. A Representative reviewed the information
  provided and denied the application based on the following:
  - Security Deposit- Applicant has not established
  satisfactory credit.  Company requesting
  a deposit of $268.00 to secure the account.
  The quoted Company requirements for service are: 
  - Payment of $134.00 toward a security deposit. Quote is a
  50% down payment on the total deposit.  Remaining deposit will be set up on an installment plan.
  - Copy of lease, deed or mortgage.
  - The representative first checked Accurint, but was unable
  to determine if/when applicant previously resided at the property; therefore,
  mortgage/lease/deed was requested to confirm move-in date and potential
  liability for the outstanding balance.
   The Applicant was
  satisfied.
   A denial letter was
  sent to Applicant.  Copy attached.  
  
   08/01/22 - ******
  ******* (Daughter) contacted the Company regarding the application. Ms. *******
  first was transferred to the regular move-in que but had to be transferred to
  speak to someone in the advanced move-in department due to pending denial of
  service. 'Ms. ******* stated the lease had been sent a payment for the security
  deposit had been paid. The representative confirmed the security deposit
  payment however, the lease was filed as unacceptable due to it was not
  considered a legal lease. The representative advised the company could not
  accept the lease received due to the name and date crossed out. Ms. *******
  complained that they had to pay a processing fee to pay with their credit card.
  The representative advised the credit card payment is processed by a seperate
  vendor. The customer requested the money for the credit card processing fee to
  be refunded. The representative advised Ms. ******* she would need to call the
  credit card company to reverse payment. Ms. ******* not satisfied. Rights
  provided.
  
  
  08/02/22 - ****** ******* (Daughter) contacted the Company
  regarding the application. Ms. ******* first was transferred to the regular
  move-in que but had to be transferred to speak to someone in the advanced
  move-in department due to pending denial of service. The representative
  confirmed the new lease had been received and accepted. Someone other than the
  company disconnected the call.
  
  08/02/22 - Ivon ******* (Daughter) contacted the Company
  regarding the application. Ms. ******* first was transferred to the regular
  move-in que but had to be transferred to speak to someone in the advanced
  move-in department. The representative confirmed the new lease had been
  received and accepted. The representative processed the move-in to place
  service in **** ********* name effective 8/2/22. Customer was satisfied.
  
  Final position
  The credit card payment was processed by a separate vendor.
  The customer would need to contact their credit card company to reverse
  payment. If the customer is disputing the processing fee they would need to
  dispute the charges with the vendor, KUBRA. One-time payment with KUBRA EZ-PAY*
  using the customer's credit or debit card. There is a $4.75 service fees per
  transaction (up to $600 per transaction), for residential accounts / a 3%
  service fee per transaction (up to $25,000 per transaction) for non-residential
  accounts. Cards accepted include: Visa®, MasterCard®, Discover®, American
  Express® or Diners Club® credit/debit cards, or pinless debit cards - PULSE®,
  STAR®, Accel or NYCE®.
  
  The Company position concerning the application for service
  is;
   The applicant has
  payment requirement(s) of:
  - Payment of $134.00 toward a security deposit. Quote is a
  50% down payment on the total deposit of $268.00.  Remaining deposit will be set up on an
  installment plan. Applicant satisfied the requirements for service.  Service was placed in applicants name, ****
  ******** effective 8/2/22.  Please
  dismiss.
  Thank you.

• Initial Complaint

  Date:08/01/2022

  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.

  The lines to my house was pulled off once before. Mon power temporarily fixed them so they said. They said call as soon as the vines touch the wires, or if anything touched them. About a month later I called. I called for about a year telling them what they told me. This is just temporarily as soon as anything touches wire call. We will come and fix the problem, in the mean time we got you covered. While after calling once a month since the ground wire came off causing a few surges in middle of night. We unplugged everything after we figured our what was going on but it was too late. If they would of did as they promised then none of this would of happened. They was warned and I tried to hire someone to cut the stiff off the lines but they wasn't allowed because mon power said they had someone coming but never did. I am surprised it last as long as it did.

  Business Response

  Date: 08/23/2022

  The company dispatched the ******************* to the customers property approximately August 2021 to remove some vegetation, but no other issues were noted at the time. In July of 2022, service crew was dispatched during a day there were multiple outages going on at the same time. That service crew made a repair to a service neutral at the attachment point.

  On August 18. 2022 due to receiving this complaint, ************** Supervisor and a Lineworker visited the residence to review. There were no current issues found. The voltage was tested with no issues found and no vegetation issues were noted. 

  The claims manager reviewed the customer's claim filed 7/18/22. The customer states during a storm he experienced a power surge on 7/17/22. The investigation determined there was a neutral line repair the cause was determined to be a branch removed by our serviceman on the service neutral. The claim was denied. The customer filed a duplicate claim on 7/22/22. The customer states he notified us several times, we are unable to verify that information and do not see any calls reported to us by the customer. The claim remains declined due to tree branch on service during adverse weather. A letter was mailed to the customer advising. 

• Initial Complaint

  Date:07/29/2022

  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 had electric service at an apartment at *** * ******* *** #*** ***** ******* ** *****. I called to end service on 7/19/22. Unbeknownst to me I called NRG (the energy supplier) to end my service. They did not advise me that I needed to call West Penn Power also. It’s very misleading to the consumer. West Penn continued to bill me until a new tenant started service on 7/28/22. West Penn saw that I called and suspended the supplier service on 7/19/22 but they claim they did not know I wanted to end my service. I asked them to remove the charges on my account after 7/19/22 and they refused. They said it was too bad that the energy suppliers try to pose as West Penn. He said it happens all the time. So rather than Instill a policy of following up with customers who end their supplier agreements, they take advantage and continue to bill them. I feel that I should be credited for any charges after 7/19/22 as I was not in the apartment. I was not even in the state of Pennsylvania. This is just another example of companies taking advantage of consumers. It should be stopped.

  Business Response

  Date: 08/08/2022

  On 7/26/2022, a new party called
  to take over service at this location as of 7/28/2022. This ended the customer’s
  account automatically as of 7/27/2022.
  
  On 7/29/2022, the customer called
  us stating she moved out on 7/19/2022, but her account did not close until
  7/27/2022. She said she called NRG Retail Solutions to cancel service. She
  thought she was canceling her service with us and dropping the supplier at the same
  time. The customer was advised that she only canceled service with the alternate
  supplier. She never called us to end service with West Penn Power. A new party
  called to take over the service as of 7/28/2022, which automatically closed her
  account as of 7/27/2022. Her final balance is $15.46.
  
  Company’s position: West Penn
  Power does not follow-up with customers when we receive a request to end service
  with an alternate supplier, as it is a normal practice for customers to shop
  for different alternate suppliers. We receive requests daily to start and end
  service with alternate suppliers. They do this to save money on their electric bill.
  These requests only affect the supply portion of the customer’s bill. It has
  nothing to do with ending service with West Penn Power.   
  
  Alternate suppliers are separate from West Penn
  Power. If a customer wants to close their account with West Penn Power, they must
  contact us to do so. The customer is responsible for the final balance of
  $15.46

• Initial Complaint

  Date:07/28/2022

  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.

  On 7/26/2022 I scheduled a payment for my account in the amount of $172.00. I had scheduled the payment for my account which was due 8/2/2022. I wanted the payment scheduled for my payday, which was 7/29/2022. They withdrew the payment early even though I confirmed on the second screen that the date was in fact the 29th of July and not the 26th. Attempts to receive any sort of customer service was met with degrading treatment by customer service representatives including the manager who I waited 20 minutes to speak to. I was not offered any sort of resolve despite the billing error being performed by your website. Very poor service from a company that is likely headed down the path to bankruptcy anyways.

  Business Response

  Date: 08/04/2022

  Good afternoon,

  
  As a matter of background:
  The 07/20/22 billing detailed $172 due 08/03/22.

  
  On 07/26/22, the customer made a payment of $172, via the website.
  On 07/26/22, customer contacted the ********************** and spoke with a supervisor. The customer stated that he scheduled the payment for 07/28/22, not 07/26/22, and that he will now be charged a $32 returned check fee from the bank. The customer requested that the ********************** reimburse $32. The customer was advised that the ********************** shows that the payment was made on 07/26/22 and therefore was drafted on 07/26/22. The supervisor also advised that the company has no control over how a customer makes a payment online and that $32 will not be reimbursed. The payment is not showing returned to the company.

  
  To date, the payment has not come back returned.

  Customer Answer

  Date: 08/04/2022

   I am rejecting this response because:
  
  I had to resolve with my bank. No help from the company despite repeatedly pleading. So thrilled with your monopoly you have here.