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.

  521 Main Street Allenhurst, NJ 07711

• 

  Jersey Central Power and Light Co.

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

• 

  FirstEnergy Corp.

  1040 S Prospect St Marion, OH 43302

• 

  Allegheny Energy Inc

  200 Lincoln Hwy W Jeannette, PA 15644

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/27/2022

  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.

  Turned my power of in 100 heat with 3 kids in my house ******* worth of food in my freezer and I called them and made a payment but can't turn my power back on till tomorrow some time plus I paid a reconnect fee and still won't turn on till tomorrow these people are a joke to me and no notice of 24 to 48 hours of turn off notice either and there representative told me to file a claim with my homeowners insurance to pay for my food damages due to their nonsense

  Business Response

  Date: 07/28/2022

  The total account balance is $210.78, of which $0.00 is past due and $210.78 are current charges due on 08/01/22. A termination notice was issued on 07/14/22  in the amount of $206.21 scheduled on or after 07/26/22. The service was disconnected for nonpayment on 07/27/22.  The company required $216.21; which included the past due of $206.21, reconnect fee of $10.00 and security deposit of $0.00 . The customer made payment 7/27/22 after hours. Customer called back 7/28/22 to report payment and order to restore service was issue for 7/28/22. 
  
  
  
  
  
  

• Initial Complaint

  Date:07/22/2022

  Type:Product 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.

  First Energy refuses to acknowledge that I requested disconnection of service at my former home in ** last month when I first received an unexpected ****. The house was sold by us in early May and the **** I received directly afterwards was only a few dollars, so I assumed the new owner had called to have service switched to their name and the small **** was my final ****. When the **** **** came I sent a request through First Energys website to please disconnect service immediately as I was no longer living there. The response I received was that I needed to call and speak to a representative. I did so and was told that nobody had called to change the name on the account. I requested the password be removed on my account so I could pay my final **** online and requested immediate disconnection of the account. I was told that the earliest they could disconnect would be the following day. I asked this to be done and asked if the **** I had received in **** would be my final ****. The rep told me there may be another final **** for the few days between the billing cycle end and disconnection. I just received another **** for the entire month since that conversation and nowhere on it did it say final ****. Today I spoke to another representative who told me that the account was still in my name and I explained the situation and the previous contacts with their customer service to take care of this. He put me on hold while the call recording was supposedly listened to and came back to tell me that I had told the previous rep that I would request the disconnection myself online. I told him that I said I was going to pay the **** online. I had already requested disconnection online without success and then on the phone was told it would be done the following day I asked to hear the recording and was told I would need a subpoena. I feel the service I received today was rude and terrible and they didnt try to resolve honestly.

  Business Response

  Date: 07/28/2022

  Forwarded the customer's concerns to a Resolution Specialist who will investigate the matter and contact the customer.

  Customer Answer

  Date: 08/03/2022

   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.  The resolution specialist contacted me and listened to my concerns, and I requested that she listen to a recording of my previous call to verify that I had requested stoppage of service in June.  She told me she would try to do that, and said to give her a couple of days to look into it.  She contacted me again today and left a message that she had listened to the call and it supported what I had said.  My account was adjusted accordingly.  Im glad this matter was resolved and the specialist was very helpful.

• Initial Complaint

  Date:07/22/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 11 2022 I had an electric bill due in the amount of $364.40. Today, July 22 2022 I went to pay the bill after financially struggling and noticed penelec is charging another $656.00 as a security deposit on service that has never been disconnected/terminated. To force customers to pay security deposits for EXISTING services due to being 11 days late, after penelec raised the already high rate another 15% is absolutely ridiculous. Middle income Americans do not have an extra $656 to to just hand over for services already being received that is not related to power usage being used.

  Business Response

  Date: 08/01/2022

  The customer has had 7 late payments over the last 12 months. The deposit had been assessed properly. This customer already spoke to a supervisor on 07/22/2022 and had the deposit waived as a one time courtesy. The deposit will be re-assessed should payments continue to be late. The customer advised the supervisor that they were satisfied with the outcome of the phone call. 

• Initial Complaint

  Date:07/21/2022

  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 would like for met ** to reach out to me, twice now I've call** in twice with the promise of "we return your call in the order in which we receiv** it" computer nonsense. Since I'm here, I'd like to specifically ask that met ** turn on power, ill pay the $500 that I owe plus the $36 connection fee. They can ***** their $600 deposit, I'll go on their special plan if it means I don't have to pay a deposit. You know the plan that rounds up total year usage and bills me and average estimates monthly, yea ill take that option versus paying a deposit please.

  Business Response

  Date: 07/28/2022

  The company has spoken with you and a minimum amount was provided for restoration of $18.60. Currently, there is no reconnect fee; however, the security deposit was requested for service. The company is receiving payments, but they are not on time and in full. The company would agree to waive the security deposit. However, if payments are not received on time and in full the deposit will be re-evaluated and could be re-assessed in the future. We would accept the $18.60 to restore service and we will waive the security deposit. Please contact the company after payment is made for reconnection.

• Initial Complaint

  Date:07/20/2022

  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 spoke with ******* from Penelec on July 19, 2022 about a $324 security deposit request on my ****. I pay my **** every month; it might be a couple days late, but it is always paid. I have also always paid any associated late fees. As I explained to *******, I currently get paid every other week. Despite this explanation, she stated that she is unable to remove the security deposit charge on my **** and that their system is set up to automatically add the charge after being late a few times throughout the duration of a single year. I would like to get this charge removed from my account.

  Business Response

  Date: 07/28/2022

  In September 2021, a review of the account indicated that payments are not being made in a timely manner. The customer was sent a security deposit warning letter on 09/27/2021.  No records of returned mail. 
  The customer did not make timely payments following the letter and was billed a deposit of $324.00 on 05/28/2022. 
  
  Under state law, Penelec is permitted to request a security deposit from existing customers when their payment history with the company is unsatisfactory. 
  
  A **** was issued to the customer on 07/01/2022 which included the deposit of $324.00.  Security deposit options were provided.  If you are unable to pay the deposit in full, you have the option of paying the deposit in three installments.  The deposit installments will be in addition to your monthly **** amount.  The security deposit will be waived if you are confirmed income eligible for a customer assistance program. 
  To apply, please contact ****************** at ************ to provide your income information and to discuss eligibility.
  
  On 07/21/2022, a representative called and spoke to the customer.  The account was reviewed.  The customer stated he has no problem paying his ****.  It seems the customer is not eligible for assistance program.  As a one-time customer service gesture, the representative waived the security deposit.  The customer was satisfied. 

• Initial Complaint

  Date:07/20/2022

  Type:Order 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 sold my ** home on 6/30/22 and just received my final **** from JCP&L.When reviewing the ****, I noticed that the final **** amount was estimated. Electric is a consumption based product and therefore should be based on ACTUAL consumption, not what the company assumes I may have used with data referenced such as my prior use and a proration of the total billing cycle (19 days of which new owners were in the home, during a heat wave I didn't experience during my 13 days I would add). My house was relatively empty by 6/24 as well since I was moving out, so usage would not have been at normal levels at that point since during this time we weren't using the home as regular residents would. These are variables JCP&L could not have possibly known, and exactly the reason it is unethical, and should be illegal, to issue a final **** for an electric account based on estimates and assumptions. I did contact the company by the way, and even escalated the call to a supervisor. With both, I was pretty much told too bad, but I have to pay it regardless. There was zero recognition even that JCP&L has some unethical policies in place. The first rep also kindly noted for me that the bulk of my **** is budget pay residual (as if I didn't review the ****, the reason I was calling in the first place) and the supervisor so kindly reminded me that if I don't pay it it will go to collections (yes I am well aware). With an estimated final ****, JCP&L is the only entity winning 100% of the time. Whoever takes the financial hit with an estimated **** (former resident or new resident), JCP&L loses nothing since one of us will end up making up the difference. They also win by not having to pay a human being to actually go out and read the meter in order to provide an legitimate **** for consumption. I reached out to the ** ************ of Utilities and have lodged a complaint there as well, although that conversation seemed to indicate this practice wasn't illegal but also not best.

  Business Response

  Date: 07/22/2022

  On 7/20/2022, a resolution specialist called the customer and confirmed her service ended on 06/30/2022. She explained that we obtained actual readings on 06/17/2022 and 07/19/2022. The final **** was prorated at a daily average of 40kwh. The customer feels this is unfair because she was only there for 13 days of that cycle and the new owners had 19 days of usage. The resolution specialist compared her previous **** with service from 05/19/2022 to 06/17/2022, both of which were actual readings, and advised she had only used an average of 29kwh daily. The resolution specialist offered to rebill her final **** at 377kwh instead of 521kwh. The customer felt this was a fair compromise and thanked her for following up. She is happy to wait for the new **** to arrive. 

  Customer Answer

  Date: 07/22/2022

   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.

  However, I wanted to add to my agreement with the solution the following comment:

  The response from the rep at JCP&L was ok, but was really just a compromise since I knew I owed something (although a lot less than what I was billed for) and there was unfortunately no way for either of us to go back in time and read the meter on 6/30 to accurately calculate this amount.  And my reasons for having a problem with their process for final meter readings wasn't as simple as their recap of there being less days in a cycle of my use versus the new residents' having more days in this cycle. I had moved out of my house in large part by 6/24, mid-way through my portion of the billing cycle, so I was not using the electric in the house at even my normal levels from that date through the 6/30 (when the house sale closed). Additionally, the new owners moved into the residence right as ** went into a terrible heat wave, and they unlike me, were living there in a regular capacity which would therefore have usage levels in a more normal range, whatever that is for them. This being my other issue since all users do not have the same habits which was acknowledged by the JCP&L rep who reached out to rectify the situation.  She confirmed that my historical usage during the same time of the year was considerably lower than the billing cycle in question. Differences in habits (for example, I keep my central air at 76 degrees whereas the new folks might keep it at 68) cannot be prorated between customers as a company might do if charging a flat rate for a product per period. The new residents' portion of the billing cycle also fell during a very bad heat wave in **. Given all of this, there is no way that this use could be divvied up for proration and be fair, or even near accurate by any means. I believe that JCP&L's business process of estimating final bills for a consumption based product is unethical at best. The only way to accurately final **** their customers is to take an actual meter reading upon termination of the service, otherwise, there will always be a loser in the situation, and with this current model, it conveniently isn't going to ever be JCP&L.  Whether the prior resident or current resident ends up overpaying, someone is paying it so it's always a win for JCP&L.  They even save the cost of a human going out to the property to read the meter at time of service termination.  That said, I would hope that going forward they might reconsider this type of practice and do right by their customers by billing them for what they actually use. No one should have to be the loser in this scenario.

• Initial Complaint

  Date:07/15/2022

  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.

  We built a new house and had OhioEdison set up temporary electric on 12/6/2021. We received the first bill in January 2022. There was an actual reading done in March and it was standard temporary usage. The following months were estimated usages similar to the March reading. We had permanent power set up in March 2022 with the first bill coming to me in April 2022. Our house was not set up with lights, plugs, or switches until the week of May 13, 2022. We move in May 31st and our June bill for permanent power was an actual reading and standard usage for our 1500 sq/ft home per the EIA. I was unaware that I needed to turn the temporary power off. I realized we were still being billed for it and requested it to be terminated in an email on 6/29/2022. I just received the final bill from OhioEdision for the temporary account for $1586 and it showed that we had used 11,762 kWh from April through June 2022. According to the Energy Information Administration that is a whole years worth of electric, for a house our size in 3 months, on a line that had none of our house running on it because it was running on the permanent electric. We also had no power from June 13th at 11:30pm to June 16th at 2:00 am. There is absolutely nothing on our property that could have generated that much electric in that amount of time. When I called and spoke to OhioEdision on 7/15/2022 I was told that I could not speak to anyone higher than a supervisor (by ******, the supervisor I spoke with) and they could offer no proof that this meter reading was correct. I was told that since that was the reading I have to pay this bill. No offers to look into the problem and when I logged into the account to see if I could set up a payment plan, it said that I did not qualify for one.

  Business Response

  Date: 07/27/2022

  As
  indicated by the customer, temporary service was installed at this address
  until she requested it be removed. The temporary service was removed on
  07/11/22. Based on our investigation, the field worker that removed the meter
  entered an incorrect reading from the meter at removal. This erroneous reading
  was entered as an actual reading and caused the high final bill for this
  account. The reading has been adjusted, and the account was rebilled. We apologize for any inconvenience this may have
  caused. If you have any questions, please call us at 1-************.

  Customer Answer

  Date: 07/27/2022

  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.