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:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against The Illuminating Company, a subsidiary of FirstEnergy, due to the ongoing and unacceptable frequency of power outages in my area. These outages have caused repeated disruptions, financial burdens, and potential safety concerns for myself and my household.
  
  Below is a list of the outages I have personally experienced:
  • January 13, 2024 – 10:58 AM
  • June 18, 2024 – 2:15 PM
  • August 6, 2024 – 5:48 PM
  • August 24, 2024 – 5:00 PM
  • September 7, 2024 – 4:15 AM
  • December 25, 2024 – 9:15 AM
  • March 16, 2025 – 7:00 AM and 11:00 AM
  
  Each outage has occurred without proper explanation or resolution from The Illuminating Company. Despite multiple reports and service requests, the problem persists. It is unacceptable for a major utility provider to have such unreliable service without clear efforts to improve infrastructure or communication.
  
  I am seeking assistance from the BBB to escalate this issue and hold The Illuminating Company accountable for their failure to provide reliable power service. I request a formal investigation into these outages and a response outlining what steps FirstEnergy will take to prevent future occurrences.
  
  Please let me know how I can further support my complaint and what additional steps I can take to ensure action is taken.
  
  Thank you for your time and assistance. I look forward to your response.
  
  Sincerely,
  ***** ****** **** ***** *** ***** ******* ********* **** *****

  Business Response

  Date: 03/24/2025

  Good afternoon, 

  
  ******** ******
  *********** ********
  ********* *** ********
  ******** **** ***** *** ***
  
  24 Month Sustained Outage History
  Date Time Off, Outage Duration (Mins), Customers Affected, Outage Cause, Weather Conditions 
  3/16/2025 - 6:44 - 260 mins- 1119 customers affected - TREES OFF ROW - Fair-Sunny-Overcast 
  9/7/2024 - 3:41 - 238 mins - 1441 customers affected - FIRE - Fair-Sunny-Overcast 
  6/18/2024 - 13:43 - 103 mins - 1374 customers affected - TREES OFF ROW - Fair-Sunny-Overcast 
  1/13/2024 - 10:44 - 82 mins - 207 customers affected - EQUIPMENT FAILURE - Fair-Sunny-Overcast 
  
  24 Month Momentary Outage History
  The operations listed are based on breaker/recloser
  counters. The associated date is not necessarily the date of the outage, but
  the date the counter was recorded.

  
  Date Number of Momentary Operations
  3/16/2025 - 1
  12/25/2024 - 1
  8/24/2024 - 1
  8/6/2024 - 1
  Total 4
  
  
  In the last 24 months the customer has experienced 4 sustained
  outages. Of the sustained outages, two were due to trees off utility right of
  way, one was caused by equipment failure, and one was caused by a pole fire.
  All permanent repairs were made in the case of each sustained outage. The
  customer may have experienced 4 momentary outages in which utility protective
  equipment operated, briefly interrupting service to allow a transient fault
  condition to clear on the system. These events are typically caused by weather,
  animal or tree contact, or car accidents involving poles carrying overhead
  lines. A comprehensive inspection of utility equipment in the customer’s area
  was performed in 2024. Tree trimming is scheduled for 2025 for the customer’s
  circuit. Inspections and tree trimmings are proactive approaches taken by
  FirstEnergy to mitigate the number of sustained and momentary outages.

  
  A FirstEnergy representative attempted to contact the
  customer by phone to discuss their complaint on 3/24/2025. The customer did not
  answer, and a voice message was left with a call back number should the
  customer require additional follow up.

   

  Thank you, 

  Compliance

   

  Customer Answer

  Date: 03/27/2025

   I am rejecting this response because:
  
  It is unacceptable for a customer to experience frequent power disruptions due to a preventable issue. If tree branches are consistently causing outages, there should be no hesitation in dispatching a crew to trim them as soon as possible. Delaying this necessary maintenance not only causes inconvenience but also poses potential safety hazards.
  
  
  I am requesting that The Illuminating Company expedite the tree trimming around the utility pole near my home to prevent further disruptions. Waiting for their routine schedule is not a reasonable solution when the issue is actively causing outages. I appreciate your assistance in addressing this matter promptly.
  
  
  
  

  Business Response

  Date: 04/02/2025

  Good morning, 

  During a phone
  conversation with a FirstEnergy representative, it was explained to the
  customer that the sustained outages that have impacted them within the
  past 24 months were caused by trees outside of the utility company’s right
  of way. The utility company does not own trees that exist outside of the
  right of way nor have the right to remove these trees. At times, trees
  that exist outside of the right of way may enter the right of way. It is
  at this point the utility company will make necessary repairs and remove
  any downed limbs or trees.
  
  In addition, during our
  trimming cycle, trees within the right of way are trimmed and trees
  outside of the right of way will be assessed for possible risks. That
  said, given other pending forestry circuit tree-trimming priorities, this
  customer's circuit is on schedule to be trimmed by the end of April 2025.
  

   

  Thank you, 

  Compliance

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WestPenn Power's refund system feels very much like a scam. I spoke to them on the phone and they said they only refund your deposit via a third party company and a prepaid card, that there is no other options. So, they can take money out of my account, but not put it in. They cannot send a check, but they can send bills. They, theoretically, give all my private info to another company. When the card arrives, it is on stationary with WestPenn Power logo. So, another company, but not another? A subsidiary perhaps? The paper states that there are other ways to obtain your refund, but you must call or login. Both the caller ID and website scream scam due to being poorly made. Then, when you try to access the funds without using the card, the automated machine nor the website will allow you to do anything, but activate the card, a card which says it comes with fees. When you activate the card, you have to give additional personal information. The exception being your email; the website has a prefilled in email which you cannot change. Are automated emails being sent? Who has access to it and therefore my personal information? Finally, the website says you can only cancel this account by calling the same number which is questionable and wouldn't let you past the activation point earlier. In summary, the company is forcing you to give up your personal information under questionable circumstances/safety, use a credit card with fees and pitfalls, or forfeit your deposit.

  Business Response

  Date: 03/21/2025

  The customer's concerns can be directed to ********** at **************.

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are using my mom's phone number instead of mine. They say just owe 700+dollars and I haven't hardly us re d any electric here I have nothing plugged jn my appliances are up to date and gas heats the house also the landlord used a pump for no reason I can't logging to my online account to view my usage,etc They sant me a bill saying I owe 900+ but the automated phone message said 700

  Business Response

  Date: 03/18/2025

  Hello,
  

  Service at account ************, at the service address of *** ***** *** ***** ** ***** has been in the name of *** ***** since 10/4/24. No
  payments have posted to the account. See account statement attached. Service
  was in the name of *** ******* name and personal information final account, ************ (Address: *** * ********* ** *** * ) from 6/18/19 to 1/7/21. A final bill issued
  on 1/13/21 for the total amount of $320.21 due 1/27/21. No return mail. Copy
  attached.
  

  On 10/3/24, *** ***** contacted the company and requested
  service in her name at account, ************ (Address: *** ***** **) effective
  10/4/24. The representative advised the customer the outstanding unpaid final
  bill amount of $296.74 would be transferred to her new active account plus a
  security deposit in the amount of $144.00 would be included on the first bill
  issued. The customer stated she had been incarcerated and forgot to end service
  in her name at final account, ************ (Address: *** * ********* ** *** * )
  . The final account ended and was taken out of *** ******* name when a new
  customer had applied for service at her prior residence. Per request, service
  was established in *** ******* name at account ************ (Address: *** ***** **). The customer signed up for Ebill to receive bills via email.
  

  On 10/18/24, the final outstanding unpaid amount of $296.74
  was transferred from final account, ************ (Address: *** * ********* **
  *** *) to the customers active account, ************ (Address: *** ***** **).
  

  On 10/29/24, the customer changed her password for Ebill via
  web/online and signed up for ebill to received bills via email. The email
  address provided was ***********************.
  Phone numbers were also updated online, ************* *** *************.
  Username for Ebill is listed as *************** 
  

  11/8/24, a bill issued for the total amount of $513.60 which
  included the current charges of $72.86 plus $144.00 security deposit plus final
  past due amount of $296.74 due 12/2/24.
  

  12/11/24, a bill issued for the total past due amount of
  $513.60 plus current charges of $174.58 for a total of $688.18 due 1/2/25, This
  bill also included a termination notice for the amount of $489.60 by 1/2/25.
  

  1/14/25, a bill issued for the past due amount of $688.18
  plus current charges of $135.32 for a total of $823.50 due 2/4/25. This bill
  included a termination notice for the amount of $489.60 by 1/21/25.
  

  2/11/25, a bill issued for the past due amount of $823.50
  plus current charges of $79.51 for a total amount of $903.01 due 3/4/25. This
  bill also included a termination notice for the amount of $787.50 by 3/4/25.
  

  3/5/25, The additional 10-day notice was issued 3/5/25 by the
  field extending the notice until 3/17/25.
  

  3/13/25, a bill issued for the past due balance of $903.01
  and current charges of $93.46 for a total of $996.47 due 4/3/25. This bill also
  included a reminder notice for the past due amount of $787.50 by 3/17/25.
  

  The companies automated system is quoting the customer to
  pay $787.50 by 3/17/25 since there is a disconnect notice on the account.

  Due to the customer owing a past due security deposit of
  $144.00 plus the unpaid final balance of $296.74 plus company records show no
  payments have posted to the account so there is a past due number of charges
  from the active account in the amount of $462.27 (dates of service 10/4/24 to 2/7/25) plus current charges of $93.46 making
  the total amount of $ 996.47 due on the active account. 

  The customer has not contacted the company to discuss high
  bills. The bill is high due to the past due amounts on the account and company
  records do not show payments have been received. Usage history shows the bill
  is lower this year compared to last year's usage. 

  The company is obtaining readings from the meter. There is
  not a way for the company to tell a customer exactly where usage is coming
  from. Customer is billed for what is used. The company can recommend that the
  customer perform a breaker test in an effort to determine what in the household
  is using the most power and/or if there is a problem with an appliance, etc
  within the home. The breaker test is performed by momentarily shutting off each
  breaker, one at a time, and watching to see whether the spinning wheel on meter
  slows down drastically. This will pinpoint the breaker and circuit that are
  drawing the most power.

  Please keep in mind that the larger the difference between
  the outdoor air temperature and their thermostat setting, the harder the
  heating system needs to work – and the more energy it will use. Even if their
  primary heating source is gas or oil, the heating system most likely includes
  an electric starter and fan that are necessary to keep their home warm during
  these cold days and nights. Some customers also use electric space heaters for
  extra comfort during frigid weather. Something the customer can keep in mind
  going forward if the bills continue to be higher this winter is setting up the
  Equal Payment Plan (EPP). If the customer would enroll on the Equal Payment
  Plan, they are billed one-twelfth of their annual estimated usage each month.
  The account is reviewed quarterly, and the monthly payment amount is adjusted,
  if necessary. On the anniversary month, the difference between what they used
  and what they paid will be due or credited to the account. The account is
  reviewed annually to adjust the monthly budget amount for the next year. If the
  customer would like to set up the EPP, please advise them to contact the
  company and request enrollment. Ultimately, we cannot advise you exactly why
  the bill is higher than the customer expected. We are only able to bill the
  account based on the difference between the previous and current month’s meter
  readings. For a further usage analysis, we would advise that the customer
  complete our Home Energy Analyzer. Although we cannot explain exactly what is
  using this amount of energy, they can receive a customized home energy audit
  which is designed to help the customer save on energy cost. Simply, log onto
  our website, www.firstenergycorp.com, and click the "Usage History"
  tab located on the left-hand side of the screen. A graphic link will then be
  available for the Home Energy Analyzer towards the bottom of the page. This
  helpful tool will analyze the customers home’s usage to find out how to make it
  more energy efficient.

  I have updated the account to reflect the phone number that
  was included on the better business bureau complaint. The phone number now on
  the account is (**** ********* Company records show
  there have been no returned bills. 

  The customer is eligible for a company agreement. Please
  advise the customer to contact the company so income can be reviewed, and a
  company agreement can be setup on the account. We encourage customers to visit
  our website, utilize self-service options in the IVR or take advantage of our
  Virtual Callback service, some choose to wait for a representative. If the
  customer does not wish to stay on hold, they can select the option to be called
  back, and the company will attempt to contact the customer back.

  Thank you.

  Ohio Edison Compliance

   

• Initial Complaint

  Date:03/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I am having a serious problem with Potomac Edison. I have been a customer for the past decade and every month my electric bill has been not only paid ontime but more often than not paid early. They have now suddenly switched systems and now require a FEE to pay your bill!!! unless you sign up for auto billing---which I did. Then i noticed the next month their was a past due amount so I called in a spoke to someone who told me it was just a fluke and would be taken out next month and not to worry so I waited. Then they did not take it out the next month either and so I contacted customer service and they are complaining that the payment was returned by my CC company but my CC company has no record or knowledge of this. Potomac Edison is REFUSING to contact me in regards to this situation and I can now longer log into my account to even see what is going on . I do not have access to my account number or any way to do anything. My hands are tied here. I am a 100% disabled veteran and CANNOT have my electricity turned off due to medical equipment being in my house. This is how Potomac Edison treats Veterans!

  Business Response

  Date: 04/03/2025

  The company attempted contact him multiple times to by phone to discuss the issues.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ohio Edison has been charging $4 for paper statements. First, I did not know of this charge until it was on the news. Most people dont know. So I have been trying to get on estatements to stop this fee but trying to log on to their website is impossible. It keeps saying theyll send a code to my email but they never do. Ive been trying for months. Its just another money grab by this company that has a history of fraud. Since I did not know about these fees and now that I do, its impossible for customers to log in to change to e statements instead of paper statements, I would like all statement fees reimbursed. I work in the day and cant call them. Note: on their website they even say that there is a delay in getting verification codes. By the time you get them, it has expired and you have to go through it all over again.

  Business Response

  Date: 03/18/2025

  Customer Charge: is the costs of meter reading, billing, routine maintenance & collecting.  This charge is approved by the Commission and all customers are required to pay a Customer Charge.  
  
  The Customer Charge is not a fee just to mail statements to the customer. If the Customer enrolls in eBill (paperless billing) they will still be charged the monthly Customer Charge of $4.00.
  
  Reimbursement for monthly Customer Charge is not warranted, not a ******************** error.
  
  At this time there does not appear to be delays on receiving verification codes to set up online account and eBill.  Once the Customer requests the verification code and the code is sent it is good for approximately 10 minutes. 
  

• Initial Complaint

  Date:03/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father *** ********* was sent a bill for $3800+ for his electric this month. JCP&L “claims” they were not sending reps out to read meters for a year and that now my parents owe thousands of dollars in bills to JCP&L. They’re making them pay $380 plus a difference to pay off this additional $3000+. My father is in medical equipment which includes a continuous oxygen condenser. They do not have the money eye to pay back for JCP&L’s mistake and neglect to their own business. Now my parents are worried they can’t pay their bills and my father won’t be able to get his oxygen. It is disgusting how greedy JCP&L is being raising the entire state for “delivery charges” and now giving people new meters tripling their bills and making having electricity completely unaffordable especially for seniors. I feel my parents are being taken advantage of and that this may be based on their age thinking they can steal money from seniors. I want this thoroughly investigated and I will likely be seeking a legal advisor because this seems pretty criminal.

  Business Response

  Date: 03/13/2025

  Our records show the customer is enrolled in the budget. The budget is based off the previous 12-months of billing and customer is billed an average of the bill. On the 8th month, the budget is recalculated and can go up or down based on usage. 
  
  The customer's budget was for $109.00. The bill issued on 12/04/24 was estimated and the customer billed for $250.85. The bill that issued on 01/06/25 was for the budget amount of $109.00. The meter reading was an actual reading, and the actual usage was for $1360.42. The next bill issued on 02/04/25 for the budget amount of $109.00. The bill was estimated and the customer billed for $725.01. The top of the bill showed budget review and stated in the messages section of the bill the budget would be adjusted to $692.00. The bill issued on 3/4/25 for $692.00. The meter reading was an actual reading, and the actual usage was for $1030.13. 
  
  We advised the customer on 03/10/25 and offered an installment plan and to reset the budget based off average usage of $380.00. We offered to set up with a down payment of $109.00 and to break balance down for 18 months for $187.00. A budget true-up was performed to place full balance into the installment plan. Customer accepted the installment plan and stated he would pay by 03/19/25. A new bill was issued to the customer on 03/10/25 which showed the actual bill amount of $1030.13 and the budget true-up amount of $2455.80, for a total of $3485.93.
  
  There are times when we will estimate the meter reading based off the customer's usage from the same time frame the previous year or off the previous bill. The bill was estimated on 12/4/24, due to no clear path to the meter, which was listed on the top of the bill. The bill estimated on 02/04/25 does not provide an explanation for the estimated meter reading, but we cannot guarantee actual meter readings every month, all though we do attempt to read the meter monthly. The customer does have the right to contact the company and provide a meter reading if the bill is estimated. 
  
  In the previous 12 months prior to the customer's estimated meter reading in December, the customer has only had one estimated meter reading.
  
  The new meter was installed at the property on 03/04/25. The previous meter had been at the property since 06/19/1970. Keep in mind old meters will slow down with age, however, the actual meter readings were based off usage from the old meter and not the new meter.

  Customer Answer

  Date: 03/13/2025

   I am rejecting this response because:
  
  
  This is completely inaccurate. There are two people living at this residence which is about 1,200 sqft. Please explain how they are supposedly using 1,030 kwatts per month and that equals thousands of dollars owed? Your business practices are deceptive and dishonest and there are SEVERAL other community members coming forward in groups sharing their same experience being scammed by your company after getting the “smart” reader. You also fail to mention your “delivery charges” are well over $300 a month. These are exorbitant fees especially when the electric goes out all the time. You are taking advantage of all of your customers and especially seniors. And do NOT make it sound like my 82 year old father happily agreed to paying $567 a month. They do not have that kind of money and are a disable veteran and on fixed incomes. My mother is forced to work because they cannot afford to live in this state anymore especially with JCP&L raising them just last summer and again now and also AGAIN June 1st. I am going to consult with an attorney for a class action case against JCP&L and these corrupt and unjustified charges. 

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My electric bill was extremely high this month due to the company applying a security deposit. They want $600 extra and also will sit on thatsecurity deposit until you have 12 months of not being late. I believe I was one day late last month this month bill was extremely high the cold weather and some issues with my furnace. I was making payment today of 300 and payment tomorrow of the additional 175 that was out to them I would have been 8 days late at that point I dont find that excessive considering they give you a late charge added onto your bill when youre late I am requesting the security deposit to be removed because I find it unfair to pay that.

  Business Response

  Date: 03/12/2025

  The security deposit is based on two times the average monthly bill at the location and are eligible for arrangements by paying 50% of the deposit down. 

  A deposit warning letter was sent to the customer on 08/07/24 letting them know if they continued to make late payments a deposit would be assessed. Since the letter was issued the customer has made 6 late payments. The Company is following ***** regulations regarding the assessment of security deposits and considers the request valid, although Customer makes payments they are not always on time and/or in full.   

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6 weeks have been calling for a bulb replacement that is flickering . I pay for the utility light because on my property.
  have caleed at least 2 times a week w no resolve.
  ref # ********* & ********* and 2 others.
  Talked to persons stating they would be out to fix and no one ever showed up. ^ weeks and now I get another bill stating I owe more monthly bill for a utility light that does not work. can you please help me.
  The utility light is now on seperate bill Acc# ************.

  Customer Answer

  Date: 03/11/2025

  yes here is the ticket that was opened on 2/12/2025  they say its still open ************

  Business Response

  Date: 03/20/2025

  Response is attached.

  Thank you. 

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account with Potomac Edison (PE) at my primary address in ******* *****, WV. I recently bought a second home in ******, WV and have been trying to contact PE for 6 weeks about switching the account into my name. When I called (5 times) I was placed in hours long holds by the automated system. The previous owner has tried to call twice and had the same experience. I've sent 3 emails and gotten no response. How is it acceptable that I pay my bills faithfully, on time, and I can't even get someone on the phone. This is unacceptable. Who has time to sit on a call waiting. Additionally, the system asks if I would like a call back. When I select yes, the call back comes randomly after many hours, and I've missed that call.
  
  This is a major corporation. Considering how much money they are paid, it is unreasonable that they have no logistics for answering calls from the very customers that provide them with revenue. Perhaps it's time to call the State Attorney.

  Business Response

  Date: 03/11/2025

  The
  Company understands that it may be difficult at times to get through, and the
  Company apologizes for any extended wait times.  The
  estimated hold times depend on the number of calls in queue at any given time.

  Review of the account shows that the customer made a request online
  to place a service in their name at “*** ****** ***** **, ****** WV *****”.  This address could not be located
  in our system.  Additional information was
  request and will be needed in order for us to locate the service for the
  customer. 

  The customer was sent an email on 03/11/25 advising, “We are
  sorry to inform you that we are unable to process your request at this time. We
  are unable to locate the address provided. In order to begin the application
  process, please provide the meter number (eight-digit number located on the
  face of the meter) or the name of the previous account holder. If you have any
  questions, you can contact us at ************************************************************************* ****** ********* * ************* in the subject line of your response”.

  If the customer cannot get to the address to obtain a meter
  number, perhaps they could ask the prior owner to provide the service address
  as it appears on the top of their bill or the meter number off the bill to help
  us locate the service.  Often times when there has been a 911 address change or update it may not be relayed to the utilities or when a home has been built it may not have an official address assigned yet when the account is set up and when the address is assigned it does not get updated to the company. 

  When customers call in, our IVR messaging encourages them to
  visit our website, utilize self-service options, or take advantage of our
  Virtual Callback service, in addition to providing them the option to wait for
  a representative. 

  When customer requests a call back so that they do not have
  to wait on the line, the call backs are completed in the order that they are received,
  and the customer does not lose their place in line. That is why a specific time
  is not provided, just the estimated time. 
  So, if the hold time is anticipated to be an hour the estimated call
  back time would be anticipated to be approximately an hour. However, this is
  just a projection based on the number of calls in queue.

  Generally, the customer can visit our website at ****************************************************
  and select “start service” or simply go to ******************* and select “moving
  request” then “start service” and follow prompts to process their request to place
  the service in their name.  As long as the
  address matches the address we have on file and there are no issues with the
  service, such as being off for more than a year or collection issues at the
  address where a change in household/ownership would need to be verified, the
  customer should be able to process the request online.  We sincerely regret the difficulty the customer is having
  obtaining the service in their name.

  To address the wait times of this subset of calls, we are
  implementing strategies to optimize call routing that will more efficiently
  route the customer to the correctly trained CSR and reduce the number of times
  they may need to be transferred.  Calls
  are answered or call backs are placed in the order that they are received.  Additionally, we have implemented an
  initiative focused on recruitment and retention. 

  Sincerely,

  Customer Answer

  Date: 03/12/2025

   I am rejecting this response because: I have provided the meter number and the account number, as well as the previous owner's name.

   

  Account Number - ************ 

  Previous Owner - ****** ****.

   

  The meter image is attached.
  
  
  

  
  

  Business Response

  Date: 03/14/2025

  Good afternoon,
  
  Additional review of the customer's request reflects that the customers 2nd service has already been placed in the customer’s name with the effective date
  of 03/14/25.  The customer may also receive
  the initial paperwork stating the move in date is effective 03/14/25, but there
  was a request that was submitted to have the service date adjusted to 02/14/25
  as the customer had originally requested.  A request to expedite the request was submitted and should be completed within 1 business day.

  Review shows that the city and zip code the customer was
  providing (****** WV *****), was not what the Company has on file.  The Company has the city and zip code listed
  as ************ WV *****. This is why we were not able to locate the service address
  as provided.

  The new account shows that the customer was sent an email on
  03/13/25, that was responding to the email the customer had sent to the company
  on 03/10/25.  The email the customer sent
  was noted to the account on 03/13/25 after the response had already been sent
  on this complaint.  The customer email did
  provide the prior owners name and advised the Move-In date should be 2/14/25.  The response sent to the customer on 03/13/25
  via email states that the service at the address at ************ WV ***** was
  placed in the customer’s name and the Mailing Address was listed as the
  customer’s home service in ******* *****s WV. The email also advised that the new
  account number will appear on the first bill and that we would email
  him a summary of this information.
  
  Sincerely, 

• Initial Complaint

  Date:03/08/2025

  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.

  It has been over 6 months of reporting out outdoor street light being out- I even reported it when it sparked and was on fire on the pole and they never sent anyone out and when it was flashing all different colors and was obnoxious and still nothing done.
  I have been continues to be charged over 6 months of it not working and the company no matter how many times you fill out a report it isn’t addressed.

  Business Response

  Date: 03/19/2025

  Good morning, 

  On 11/09/23, the flood light fixture in question was reported out
  11/09/2023. 
  
  On 12/12/23, we replaced the fixture under work order number
  62901435.  The light is installed on pole #********, which is in front of
  the customer’s house.  
  
  On 11/26/24, the light was reported out again, via email and on 12/04/2024,
  via email and a phone call. 
  
  Due to a backlog of streetlight orders, we could not troubleshoot the
  light until 01/29/25.  The replacement design is complete, and the repair was
  scheduled for t 03/14/25.  The pole is not reachable by our bucket trucks
  from the customers driveway, so our employees have to climb the pole to replace
  the fixture or replace components in the existing fixture. 
  
  We can refund four months of the cost of the area light to the
  customer.  This is due to the light being out from the reported date of
  11/26/25 until 03/14/25. 
  
  The order to rebill the account has been completed with credit given for
  four months of the light not working.  

   

  Thank you, 

  Compliance

  Customer Answer

  Date: 03/20/2025

  The light in question was reported the first time last year August. The time in November it was on fire and I called and your company said it will just burn no need to worry. 
  as for the men having to climb that’s a new one- the times they have been here they have driven in our property, gouged the grass and rode a bucket to the top of the pole. 
  I see it took the BBB to get your company who had no plans coming out here to fix it still- to have it fixed. What we pay in service alone, over 30$ a month you would think that would have you providing service in a timely manner. Our winter was mild again and really no service was out anywhere, as I kept the season in mind. Now that it’s spring I called again hoping it would be fixed. But as the news reports you do t change lights anywhere cause so many are reported out. 
  trust me if I could have another company I would. I do have my electric service subbed out to another company to pay them. But overall your company is subpar in service overall. 
  thank you for finally providing service-

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.