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:03/05/2025

  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 pay my bill through auto pay every month. My bill is usually around $100-$150 a month. I got a bill for $630 so I calledmy bank and had them stop payment so it wouldn’t pay them to make sure that that bill was correct. So I called First energy and they had to call me back because there was like a two hour wait. On the phone the ladytold me that my account showed zero dollars. Which meant I owed nothing. I told her that I had stopped the check and that I to pay the bill. I asked if they had a set up program that you can pay the same amount every month. And she said you can’t do thatuntil your bill is late. And again she said, but you have a zero balance. And I said are you sure because I Stop the check at my bank And I don’t want a late fee.
  So the last Customer Service representative I talked to was very rude and said there was it was impossible to refund my $15. It’s $15 and I have with Mont Power for as long as I can remember. Again it’s $15 and I was treated very very bad. And she was very rude. And I asked for a manager and she continued to be rude. And then she put me on hold for I don’t know how long it was and then I heard was a click. She hung up on me.
  I was going to pay the bill when I called her today. I was merely asking for the $15 to be taken off my bill. And she repeatedly told me why she could not. With a very nasty tone. And like I said before she put me on hold forI don’t know how long and I heard was a click and I’ve never got a call back.
  They’re a huge corporation as recently increased the rates for My Bill to go from 120 to 630 is a lot of money that people can’t afford. And all asking for is $15. It’s emotionally distressing. I’ve had increased anxiety. And this Customer Service rep Has just tripled everything that I’ve been going through.

  Business Response

  Date: 03/06/2025

  Attached is a 24-month account statement.
  
  On 2/6/25, the customer bill issued for $630.75. The
  customer was on autopay and the payment was scheduled to deduct on 2/26/25.
  
  The customer contacted the company on 2/26/25. The current
  bill was discussed. The company explained the previous bill was estimated and
  the current bill could be picking up any difference from the previous estimate
  if it was too low. The customer advised one of her units went down and was
  using her auxiliary heat. Company explained that would increase the
  consumption.  The customer asked about
  putting the bill on installments.  The
  company advised her balance was $0.00 at this time, as her payment was already
  deducted.   The customer advised she put
  a stop payment on that payment. The company explained we have not received the
  stop payment yet and she would have to wait until the stop payment goes through
  then once the balance is back on the account an installment plan could be set
  up. The company thanked her for calling and the customer said bye then the call
  was disconnected.
  
  On 3/3/25, the payment of $630.75 was returned due to a stop
  payment.
  
  The customer contacted the company on 3/5/25.  The customer service representative was
  verifying the customer account information when the call dropped.
  
  The customer contacted the company on 3/5/25. The customer
  asked to have the late fee removed.  The
  company explained a late fee was not charged. The company explained her payment
  of $630.75 was returned due to stop payment and a $15.00 returned payment fee
  was charged. The company advised the payment had not been returned yet when she
  previously called. The customer was insisting the $15.000 be removed.  The customer was placed on hold. The dropped
  while on hold.
  
  The company will have the customer call reviewed and will
  provide coaching if necessary.
  
  As a one-time courtesy the company has removed the returned
  check fee.

• Initial Complaint

  Date:03/05/2025

  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 3 electric meters at my residence. I was paying bills online till the amount charged wasn't the agreed bill amount. Now I sent the payment in the mail in 1 envelope, they cash 1 check and lose the other 2 checks in the envelope. the electric company is west penn power. How do they think I'm to pay my bill without extra charges hidden or that they just add on. the electric is expensive enough without them adding extra on for made up charges.

  Business Response

  Date: 03/11/2025

  The account number provided listed in the customers name shows a payment of $99.75 posted to the account on 3/5/25 and no past balance.
  
  Another account that appears to be in the customers name shows a current charge of $9.79 due 3/27/25 as well as a second account at that with a current balance of $39.21 due 3/27/25.
  
  There is no indication payments were lost, or the customer was charged a fee or late penalty. There is no fee for the customer to pay online using a check for residential accounts. 

• Initial Complaint

  Date:03/01/2025

  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.

  On 2/21 I paid them $500 that was to go towards a past due balance. On 2/24 monpower put $240 of the $500 towards a security deposit request instead of putting it towards my past due balance and then a week later is now threatening to terminate my electric. I paid a security deposit when I started service with them. This is so wrong of a company to put a random security deposit on the account and take it from 500 that was paid to go to PAST DUE balance and then send a termination letter.

  Business Response

  Date: 03/03/2025

  Customer began service on 4/19/24 no deposit was charged

  ******** *********** ***** ***** ******* ** * *****
  **** *** ************ ********* *** * ******** ** *
  ** *** ************ ********* *** ******* *** *

  The Customer did not make timely payments and was billed a deposit of $244.00 on 02/19/25. A bill was issued to the Customer on 01/22/25 which included the deposit and following message; "A security deposit has been billed to your account. If you are unable to pay the deposit in full, you have the option of paying the deposit in three installments: a 50 percent initial payment will be due with your first bill, another payment of 25 percent will be due with your second bill and a final payment of 25 percent will be due with your third bill. Please note that the deposit installments will be in addition to your monthly bill amount. Please contact us at ************** if you would like to pay the deposit in installments. Your security deposit will be waived if you are confirmed income eligible for a customer assistance program. To apply, please contact Dollar Energy at ************ to provide your income information and discuss eligibility."

  A broken IP termination notice was issued 02/27/25 for a termination amount of $754.86, a catch up amount of $417.19, with a termination date scheduled on or after 03/06/25.
  
  Deposit warning appears on invoice when 3 or more termination notices are issued during the last 12 months

  Customer did not pay bill of $926.94 on time therefore deposit was billed on following bill, billing statement attached. 

  Deposit has been paid in full and after a year of on time payments deposit will be released back to the account. 

   

   

   

• Initial Complaint

  Date:02/27/2025

  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.

  Potomac Edison encourages customers to enroll in autopay, which I did in Dec. 2024. When my pay was not deducted for my Jan. 2025 bill, I called (usually have to wait 40-60 minutes to speak to someone) and was told it would start in Feb. 2025. On 2/25/25 around 5pm, as I did not receive a text notifying me of the payment (I did receive a text a few days later saying the payment would occur on 2/2), I checked my checking account: no deduction had been made from my checking account. I called (waited 50 minutes to speak to someone at around 6pm) and was told the payment would occur later (that evening). The next day, 2/26/25, no payment had been made and I received an OVERDUE NOTICE via text. In short, this autopay system that Potomac Edison promotes does not seem to work AND the customer (me) is they informed they are OVERDUE. I simple can't pay my billls with this system. Help!

  Business Response

  Date: 02/28/2025

  Good afternoon,
  
  Per my investigation on the customer account, here are my
  findings.

  On 10/31/24 a payment for $18.86 was made on the account.  The payment was returned Non-Sufficient Funds
  on 11/06/24.  When this occurred a
  payment lock was automatically set on the account and a “CASH” only alert
  placed on the account.

  On 11/18/24, *********** ******** contacted the Company and
  had explained he had discovered his error with his bank account and requested
  the CASH only alert be removed from the account. A supervisor approved to have
  the alert removed and agreed to waive the $15.00 return check fee.    

  On 12/26/24, *********** ******** contacted the Company and
  was set up on Direct Debit with his checking account.  It is noted to the account that the customer
  was advised that he had been enrolled into the Direct Debit Program. Payment
  of the current amount due is needed to be paid by an alternate payment method
  before the due date until he sees “Checkless Customer” listed on his bill.

  On 01/07/25, when the next bill issued the bill stub did not
  reflect the Checkless (Direct Debit) message on it. The bill still required a
  manual payment due by 01/27/25.   

  On 01/29/25, Mr. Mulvhill contacted the Company and stated
  the autopay didn’t come out of his account. A hold was placed on the account
  for the customer as a courtesy to be deducted with the next bill, due to this misunderstanding.
  No late fee applied due to the hold on the account.

  On 02/05/25 the next bill issued that included the carry
  over balance from the prior month of ($127.53) and current bill of ($144.41).
  The bill stub states, “Checkless Customer $271.94 will be deducted from your
  account on February 25, 2025. DO NOT PAY”.  

  The payment did not auto-deduct for the account on 02/25/25
  as indicated on the bill.  Investigation shows
  this was due to the payment lock that had not been removed from the account
  from the prior returned payment only the CASH requirement was removed.  On 02/27/25 the payment lock was removed.  This will allow for future payment via Direct
  Debit.

  The customer made the payment on the account on 02/27/25 of
  $271.94. 

  There is no balance due at this
  time.  Then next bill is scheduled to
  issue on or around 03/07/25.  The customer
  is currently still showing set up on the Direct Debit for his payment.  Unless the customer would cancel the direct debit
  the next bill that issues will have the deduct date listed on the bill and the
  payment should occur automatically.  

  We apologize for any inconvenience this has caused.
  
  Best Regards,

• Initial Complaint

  Date:02/26/2025

  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.

  Our electric company Ohio Edison charging us a “distribution fee” that is $.12 per Kwh on top of the fee that’s being charged for our actual usage. This is a higher charge than our actual usage fee. We don’t have any other option than to use Ohio Edison. We called to inquire about this and they informed us that their committee had voted for this. The actual customers did not get any say. They originally charged us a fee for not having a third party supplier. We got a third party supplier and now they charge this ridiculous distribution fee. Our last bill was $342. $156 of this was from our energy usage from the third party. Ohio Edison charged us $114 for the distribution fee, $66 for cost recovery charges, and a fee smaller charges. This totaled $183.56. It’s absolute an unfair monopoly that they’re grossly overcharging. This is unfair to consumers and the community.
  Research suggests that the standard distribution fee is approximately $.438 per KWh for a distribution fee.
  Ohio Edison should not be able to set fees without competition, this is detrimental to customers.

  Business Response

  Date: 03/04/2025

  Please our response attached.

  Thank you,

  Ohio Edison Compliance Department

  Customer Answer

  Date: 03/04/2025

   I am rejecting this response because:
  You’re claiming that Ohio Edison doesn’t charge for not having a third party supplier. I have attached a copy of my previous bills that had over $130 charge for Bypassable Generation and Transmission Related Component.

  
   Per the key on the bill-
  Bypassable Generation and Transmission Related Component.- Charges for purchasing power and delivering it through the transmission system. These charges are avoided when switching to a Certified Retail Electric Service provider.
  
  When I called Ohio Edison they explained to me that this charge was because I didn’t have a third party supplier. 
  
  You’re telling me now though that-The alternate supplier is optional. OE does not charge customers a fee for not having a third-party suppler.
  
  Does that mean you’re going to refund me all the previous charges? I was charged for months for not having a third party supplier. 
  
  We have no option to not have Ohio Edison, so you put all of these additional charges on our bill. 

  
  

  Business Response

  Date: 03/06/2025

  Good afternoon,

  Customers can choose their
  electric generation supplier, since Ohio’s electric industry is deregulated.
  Customers can stay with Ohio Edison to supply their electricity or choose a
  competitive company. If customers stay with Ohio Edison, they are billed the
  supply portion of their usage which is called the Bypassable Generation and
  Transmission Charge and is billed based on the KWH used each month. If the
  customer chooses to go with a supplier, this portion of the bill will no longer
  be billed by Ohio Edison and will be billed by the supplier of their choice. No
  matter what supplier they choose, Ohio Edison will continue to bill the
  distribution portion of the bill which is the Distribution Related Component in
  addition to the Cost Recover Charges, and any other applicable PUCO approved
  riders.
  
  The customers' bills reflect the
  correct charges per kwh based on when Ohio Edison was billing for the supply
  portion or if their chosen supplier was billing for the supply. These charges
  are in addition to the per KWH billed for the distribution, Cost Recovery and
  any other applicable PUCO approved riders and customer charge. 

  Thank you,

  Ohio Edison Compliance 

• Initial Complaint

  Date:02/25/2025

  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 signed up for auto pay, then try tried to deduct twice the amount, I cancelled auto pay and paid my regular budget payment, they sent a letter telling the account is not on file and now only payments can be made is the form of a certified check or money order and my service may terminated, they claim my account could be found, but the agent this morning went it and deleted it and admitted they have a new payment system, my account number has been in the online account for 17 years, I want my right to pay online with my checking account, this is their error and that letter basically said my payment was fraudulent and my electric would be terminated. I want a manager from First energy to explain this, I did call my bank and the payment was never applied to my bank account that they had on file, meaning this is First Energy's fault. Yesterday I called in and a recording said it was a 1 to 2 hour wait to get a agent, I said yes for that, 3 hours later no call I then called back at 4pm and this time stayed on the line for 3.5 hours and then it was cut off, not by me.

  Business Response

  Date: 02/28/2025

  01/08/25 – Customer enrolled in Direct Debit program.

  On or about 01/15/25 an email was sent to the customer advising:
  Dear Valued Customer, 
  We recently transitioned to a new third-party payment
  vendor, ACI Worldwide, to process electronic payments. During the transition,
  we were unable to transfer your data, and you are no longer enrolled in the
  AutoPay Bank Account program.  
  Please complete the following steps to stay enrolled in
  automatic payments:  
  1. Log in at ****************************** 
  2. On the My Account page, scroll down to the section
  titled “Billing and Payment Information” and click on the “Not Enrolled” link
  next to AutoPay Bank Account.  
  3. Click the “Enroll, Update or Cancel” button on the
  Automatic Bank Account page.  
  4. You will then be redirected to the ACI Speedpay site
  where you will be able to enter your bank details. 
  If you were previously billed on the AutoPay Bank Account
  program and have an outstanding balance currently due, your payment will be
  deducted on the due date as scheduled if you successfully enroll prior to that
  date.  
  We appreciate you taking these steps to stay
  enrolled in the AutoPay Bank Account program and apologize for any
  inconvenience.  If you have any questions, please contact us and a member of our team will be happy to assist
  you.

  A bill was issued on 01/16/25.  The bill included past due balance of $0.00
  and current charges of $75.05 due on 02/18/25, for a total amount due of
  $75.04. The bill advised “As a checkless customer- total charges of $75.04 will
  be deducted from your account on 02/18/25.

  A bill was issued on 02/14/25.  The bill included past due balance of $75.04
  and current charges of $121.06 due on 03/17/25, for a total amount due of
  $196.10. The bill advised “As a checkless customer- total charges of $196.10
  will be deducted from your account on 03/17/25.

  02/14/25 – Customer cancelled Direct Debit payment method
  from the account. 

  02/14/25 – Customer contacted the Company regarding the
  bill issued 02/14/25.  The representative
  advised $75.04 carry over from previous bill plus $121.06 current charges due
  03/17/25.  The representative advised the
  current bill includes budget true up of $50.17. 
  The representative confirmed with the customer that Direct Debit has
  been removed from the account.

  02/14/25 – Customer processed $80.00 payment via online
  as a one-time payment from customer’s bank
  account.

  02/20/25 – Payment of $80.00 returned Account not Found.  Letter issued to the customer; copy attached.
  

  02/24/25 - $85.00 payment received.

  02/25/25 – Customer contacted the Company regarding
  balance due.  The representative advised bill
  issued 02/14/25 included a carryover balance of $75.04 along with the budget
  true up of $50.17.  The representative
  advised $111.10 is due by 03/17/25. The customer stated if his payment gets returned
  again, he will contact the BBB as he feels the Company is just trying to get
  fees.  

  The customer’s account is not blocked from check payments.  The customer can make payments by either check
  or credit/debit card on their account.
  
  Although 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.  We have
  experienced staffing shortages in certain call types which may create long wait
  times.  To address the wait times of this subset of calls, we continue to
  optimize call routing strategies to get the customer to the correctly trained
  CSR the first time and have implemented an initiative focused on recruitment
  and retention.

• Initial Complaint

  Date:02/21/2025

  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 having problems trying to finish setting up an installment plan. Currently I have been put on 59 minute hold for a total five times today.

  Business Response

  Date: 02/24/2025

  Company
  records indicate the customer completed a Self-serve credit interaction via the
  company website on 02/20/25 and entered a down payment installment plan. The down
  payment of $194.39 was to be paid by 02/25/25 and the remaining balance was placed
  in a 6-month plan of $98.00 plus current charges.
  
  Company
  records indicate the customer contacted the company via customer service on
  02/21/25 and was transferred to the credit department to confirm the installment
  plan was setting up that she entered on the company website.
  
  Credit
  representative advised there was a postdated payment for 02/28/25 in the amount
  of $400.00; however, the down payment date was for 02/25/25. The representative
  advised that the down payment has been modified and now the date is 02/28/25 to
  ensure the payment will create the installment plan. The representative advised
  since the payment was more than the down payment needed this was being done as a
  courtesy.
  
  The
  company advises that once the payment is cleared on 02/28/25, the installment
  plan will be created and take effect on the next bill on or around 03/11/25.
  
  Thank
  you, 

• Initial Complaint

  Date:02/18/2025

  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 need Met-Ed a first energy company to schedule an on off day so I can get my house fixed MLM is my contractor to get my roof and I hired an electric company to fix the electric line that needs to be replaced
  It's will be a year IN APRIL AND MY HOUSE STILL ISN'T FIXED BECAUSE OF MET-ED
  THEY NEED TO DO THERE JOB AND SCHEDULE AN ON OFF DATE WITH MLM.

  Business Response

  Date: 02/19/2025

  Good afternoon,

  Attached you will find the company response to the customer's concern.

  Thank you, have a good day. 

• Initial Complaint

  Date:02/17/2025

  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.

  Pay electric bill to Mon Power monthly and they send to First Energy. First Energy sends it back to Mon Power and says can't find account number. Started in November. ********************** has left off a zero in the bank routing number and it is returning check. We have been charged late fees because of First Energy's mistake.

  Business Response

  Date: 02/24/2025

  What is causing the issue here is the two additional zeros that ************** has added to the front of the **** on their checks. Before this change their check payments were successful and have been unsuccessful ever since. The customer would need to address this issue with Community Bank. 

• Initial Complaint

  Date:02/14/2025

  Type:Delivery 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 had a power outage last night. MetEd delayed the power restoration to 3 pm today and they overextended the restoration from 9pm last night and they keep extending the restoration time.

  Business Response

  Date: 02/18/2025

  Met-Ed cannot guarantee service 100% of the time however when the power does go out the company works around the clock as fast and safe as possible to get power restored to its customers. When a customer contacts ********************** and reports an outage they are given an *** (estimated restoral time). This time is estimated and can change once the crews have been out to the property to assess the situation and depending on the amount of work that needs to be completed, and the number of crews needed these times can continue to change. The company changes the *** to give the customer a better time frame of when the power will be restored however again this time is just estimated and not guaranteed. Unfortunately, there are times that restoral can take longer than anticipated depending on the severity of the damage which in this case it appears that trees caused down lines which would have caused for forestry to come out before work could be completed.  

  Customer Answer

  Date: 02/24/2025

   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.