Complaints

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

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• 

  FirstEnergy Corp.

  76 S Main St Akron, OH 44308-1812

• 

  Jersey Central Power and Light Co.

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

• 

  FirstEnergy Corporation (Cleveland Area)

  6200 Oaktree Blvd. Independence, OH 44131

• 

  Ohio Edison

  420 York St Springfield, OH 45505

• 

  Allegheny Energy Inc

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

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

• Initial Complaint

  Date: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.

• Initial Complaint

  Date:02/14/2025

  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 charging to use bank transfers to pay our bills now. Most people do not have the luxury of being able to pay with automatic payments. They switched to a 3rd party contactor to do their payment system and now charge us to pay our bills. I would like the BBB to have them not charge $0.50 service fees for taking it from your bank account like they had before. We use to be able to pay our bills with the Electronic Check Payment- WEB but now they converted it to a One-Time Bank Payment which now charges us. This is ridiculous as they will not waive the fee and you cannot switch the electric company as it's contracted through the city.

  Business Response

  Date: 02/14/2025

  In May 2024,
  FirstEnergy began transitioning to a new electronic payment processor, ACI
  Worldwide. This was a two-phase plan that included offering additional payment
  options for customers making electronic payments.
  
  Phase 1 – As of May 13, 2024,
  credit card and debit card payments were processed through ACI. This
  included one-time and AutoPay payments.
  At this time, FirstEnergy
  also began accepting payments via PayPal and Venmo.
  There were no fee changes as
  part of this phase.
  
  Phase 2 – As of January 8,
  2025, bank account (ACH) payments also transitioned to ACI.
  An adjustment to service fees
  for both credit/debit card and ACH one-time payments went into effect for
  customers as outlined below.  

  The following fee
  changes went into effect in January 2025:
  Residential customers who make
  one-time payments with a debit or credit card will see a decrease in service fees, from $4.75
  per transaction to $2.75 per transaction. These service fees are charged
  by the third-party payment vendor and apply only to one-time payments.
  For commercial customers, the
  third-party service fee for a one-time credit or debit card payment will decrease from 3% to 2.75% of the total
  transaction. This is charged by the third-party payment vendor and
  applies only to one-time payments.
  There will be a new service fee of 50 cents for
  customers who make one-time payments with a bank account (ACH). While this
  is a new service fee for one-time bank account payments (ACH), the 50-cent
  service fee is less than the cost of a stamp to mail in a payment. This
  50-cent per transaction service fee is charged by the third-party payment
  vendor and applies only to one-time payments. 

  The company is unable to waive or refund the fee, as this is not our fee. The fee is charged by the third-party vendor.

  Customers can enroll
  in AutoPay
  Payment programs to avoid service fees charged by the third-party payment
  vendor. These programs help ensure customers stay up to date on their electric
  bills while avoiding service fees.

   

  Customer Answer

  Date: 02/18/2025

   I am rejecting this response because:
  Using third party services and charging us a fee when it use to be free us an unacceptable business practice. Why should customers pay to pay their bill.
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely high utility bill and no reasonable explanation for it. I can't get to speak with anyone and they say they have a form online that doesn't exist.

  Business Response

  Date: 02/15/2025

  January brought sub-zero temperatures to our region, which can lead to higher energy usage and, ultimately, higher bills as we all try to stay warm in our homes.
  
  Some of the reasons your energy usage and costs might increase during cold weather include:
  
  Heating: Frigid temperatures mean heating systems work harder and longer to keep you comfortable.
  Shorter Days: Less daylight leads to increased use of lighting and indoor activities, which adds to overall energy consumption.
  Appliance Use: Increased use of space heaters, electric blankets and other household appliances during winter months can contribute to higher bills.
  Lifestyle Changes: During cold weather, families spend more time indoors. Working from home and hosting family gatherings during the holidays can also significantly increase energy use.
  
  Please be assured that your electric rates have not changed. We understand that higher electric bills can cause concern, and we have a variety of tips and tools to help you manage energy use and costs.
  
  Tips for *************** Use
  
  There are simple steps you can take to help improve energy efficiency throughout your home and save on your monthly bill, including during periods of extreme cold when energy use often increases as your HVAC system works harder.
  Here are ways to keep your home comfortable and improve electricity use year-round:
  Weatherstrip doors and windows to prevent temperature-controlled air from escaping your home. This will help take the strain off your cooling and heating systems.
  Keep your HVAC system well-maintained. Clean filters, vents and coils ensure optimal efficiency and extend the life of your equipment.
  Change furnace filters a minimum of every three months. Dirty and clogged filters can make your HVAC system work harder.
  Locate your thermostat on an inside wall and away from windows and doors. Cold drafts or excess heat can cause the thermostat to keep the system running unnecessarily.
  Turn off lights when you arent using them and use a timer for outdoor lighting.
  Keep registers for supply or return air free of obstructions like curtains or furniture.
  Close curtains and blinds to retain warm air.
  Close the fireplace damper when it is not in use to keep warm air in and cold air out.
  Reverse the motor on your ceiling fan and operate it at a low speed in the clockwise direction. This forces warm air near the ceiling down, making your space feel warmer.
  Dress for the weather. Wearing an extra layer or wrapping up in a blanket while you're relaxing can help you feel more comfortable without turning up the thermostat.
  Keep the overhead door of an attached garage closed to block cold winds from infiltrating the connecting door between the house and garage.
  
  Estimated Bills
  In cases of severe weather or when meter access is restricted, your bill may be based on an estimated reading.
  Estimated readings rely on your historical energy usage, adjusted for current weather conditions.
  This can sometimes result in bills that are higher or lower than your actual usage. Any difference between your estimated usage and actual usage is automatically adjusted the next time your meter is read.
  You can avoid an estimated bill by submitting your own meter reading to ensure accurate billing. For more information on how to locate the meter and submit your reading, visit ************************************************************************************************.
  
  Company advises that the previous bill that was invoiced in January was an estimated bill at 3034 kWhs for $405.29. The previous bill was an actual bill for 3133 kWhs for $418.26 for the November usage.
  
  Meters are scheduled to be read monthly, absent unforeseen circumstances.  The company does attempt to read all meters as scheduled,however sometimes there are circumstances beyond our control e.g. access, storm restoration, extreme weather conditions, work stoppage, emergencies etc. The customer has an option to provide a reading if they receive an estimated bill by contacting the Company.
  
  Company advises that the most recent bill for the January actual usage was for 5316 kWhs at $705.20. Based off the actual bill for November the December usage was underestimated; therefore, once the actual read obtained in January made up for the underbilled usage from the month before.
  
  An increase in the electric bill does not necessarily indicate the bill is incorrect. The utility is responsible for the meter equipment and meter readings. The utilities responsibility ends with the meter. The customer is responsible for the efficient operation and maintenance of all household appliances and equipment. There are several conditions that can impact customer usage. For example, December, January,and February are traditionally higher gas and electric usage months due to customers heating their homes. Similarly, June, July, and ****** are high electricity months due to the added use of air conditioning and fans to cool the home. Customer may want to perform a breaker tester or contact a local electrician to have an energy audit completed on their home to assist in determining what appliances or areas of the home is contributing to the most usage. The customers account is coded for ********************** and water heat.
  
  Budget Billing: Average Payment Plan
  
  Budget billing the Average Payment Plan (APP) helps manage seasonal fluctuations by averaging your payments throughout the year.
  The APP averages your past 12 months of usage into consistent monthly payments. This can help avoid unexpectedly high bills due to seasonal spikes.
  More information is available at ********************************************************************************************************************.
  

  Although we encourage customers to visit our website, utilize self-service options in the *** or take advantage of our ************************* 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.
  

  Thank you, 

  Customer Answer

  Date: 02/18/2025

  We recognize the potential for the changes that may take place based on colder temperatures that may apply to some people or their situations. We considered those ourselves.  However, there may be other factors that could be impacting our bill such as the meter.  The meter is set to only read up to ****** and then flips over and should be starting again. My concern is that is doesn't do this and may be starting at ***** or another number. The meter should be checked. Similarly, the local ************ had a jump in its bill this month and they are not in the facility. This has been the only month the meter has flipped over in counting the Kilowatt Hours. 

  Our bill for January of 2024 was $355. We looked at the historic trends and even in the hottest months where we used two window units for air conditioning in one building and much more electricity for cooling our bill wasn't this high. We don't heat with electric. We heat with ******* So, the major jump should not be connected to drop in temperatures that would cause our bill to be double what it has been in the past. The company should be sending someone out to check this and providing assistance other than setting up a budget billing or billing average.

  To address the lack of phone access, I sat on the phone on hold for over one hour to get to speak with a person who transferred me to billing, where I was told there would be at least another hour wait. There was no way to leave a message, send a message, or contact anyone about the situation. The website states there is an online form that can be completed to email in, but there is none. This didn't used to be the case. We used to be able to call and get to speak with someone. At the rate we are being charged, surely the company can hire representatives to take calls. 

  Business Response

  Date: 02/22/2025

  Good afternoon, 

  The company has requested a meter test to be performed. In doing this, the meter accuracy and working condition of your meter will be evaluated. To provide you with a proper analysis of your meter test results, usage, account, and billing information, we will have an advanced billing representative or supervisor contact you as follow-up no later than 02/28/25. 

  Thank you, 

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First Energy has forced customers to register to use autopay to pay bill or be subjected to additional fees. After registering for autopay, they charged my payment method for additional funds not due until 2/26/25, on 2/10/25. I have been attempting to contact them via telephone, but keep getting placed in an automated queue telling me I will not lose my position in line and they will return my call, but the return call never comes. I have even attemped to further reach out via ******** and I received responses that do not answer my concerns and claim they have returned my calls and left voice messages, which is untrue.

  Business Response

  Date: 02/13/2025

   

  Good afternoon,

  I have reviewed the concerns presented to your office by ******* ****** for the account under **** ****** and have provided you a summary of my investigation below.
  
  Regarding the customers concern in reference to their money being deducted on 02/03/25 when the normal due date of the bill would normally be 02/26/25; The customer previously contacted the ********************** via social media asking this same question.  Per the response the customer was advised that,With the AutoPay Credit Card Payment options they selected, the amount due will automatically be charged to their credit/debit card or pinless debit card, no sooner than three days after the billing date listed on the electric bill. If interested in having the bill balance deducting on the due date, we would recommend our ************ Account Program 

  (The information in reference to the deduction date would have been provided when the customer enrolled into the program online.)
  
  The AutoPay Credit Card Program is a free, easy, secure, and automated way for customers to pay their bill each month with a ***** MasterCard, ****************, *********************** credit or debit card or pinless debit cards - PULSE, STAR, Accel or **** Apple Pay, ****** Pay, ****** or Venmo.  Once enrolled, the customers payment due is automatically charged to their credit or debit card each month, no sooner than three days after the billing date listed on the customers ********************** bill, unless the date is a **** holiday, in which case the deduction would follow the processing guidelines (typically the next business day).  
  
  When enrolled in the ************ Account Program, funds are deducted on the invoice due date unless the due date is a **** holiday, in which case the deduction would follow the processing guidelines established by ************* (typically the next business day). This program is only available using ****s located within the ************** 
  
  Regarding the customer stating he did not get a return call; On 02/07/2025 the customer called the ******************** after business hours and obtained the account balance from the IVR.  On 02/10/25 the customer called the ******************** at 2:09 PM and requested a callback. A callback was placed to the customer at 4:56 PM, there was no answer and a message was left.  Again,on 02/11/2025 at 11:25 AM the customer contacted the ******************** and a callback was requested.  A callback was placed to the customer at 12:44 PM, there was no answer and a message was left.
  
  In response to the customer concerns with payment options, ********************** advises that in 2024, the company transitioned to a new third-party electronic payment processor, ACI Speedpay,for some electronic payment methods, including debit/credit cards. Potomac Edison will begin processing all electronic payment methods through *** Speedpay in January 2025.
  
  Potomac Edison confirms that in the March 2024 bill inserts, the Customer Connection, provided the communication of the upcoming changes to ACI Speedpay.
  
  On April 30, 2024, FirstEnergy sent emails to customers about this transition on Phase 1. In that email, we encouraged customers to log into their accounts and review payment information to ensure that information is up to date after the transition on May 13, 2024.The email also advised: We will never reach out to you by email and ask you to respond with credit, debit or **** account information. Please contact us if you have any questions about the authenticity of any communication from FirstEnergy.
  
  Potomac Edison advised the customers began receiving emails on the Phase 2 transition the week of December 9, 2024. The updates have also been made to the bill message. Customers will receive an additional story in the January edition of the customer e-newsletter with links to the *** page (*************************************************************************************************).
  
  The company confirms that the December bill states the following message:

  In ******** **** draft (***) payments will be processed through ACI-Speedpay.  If you make automatic payments with a **** account, you will be transitioned into our ************ Account program.  If you make individual payments, you may need to update your **** details.  Please note a new 50-cent service fee will be charged by the third-party payment processor beginning in January.  You can avoid this fee by enrolling in the AutoPay Credit Card or ************ Account programs.  Please visit ******************************************************* for more information. 
  
  Potomac Edisons ********************* advises the following:
  
  Potomac Edison does not have the ability to waive payment fees for customers due to the *** payments are processed through the third-party vendor. This fee is charged by the third-party payment processor and applies only to one-time payments. The customer has the option of signing up for auto pay (card or **** account) to avoid fees.
  Otherwise, the customer can make a payment via any alternative payment method found on our website at **************************************************************.
  
  Paying via auto pay or mail will be the only methods that do not incur a fee.

  Potomac Edison advised that the Electronic Payment Project (transitioning to the third-party payment vendor ***) went live as of January 8, 2025. As part of this transition, electronic checks (***) will be processed via ***. Changes to one-time service fees will also go into effect as part of this transition.
  
  The service fee for the payments is not assessed nor retained by the company; it is charged by the third-party payment vendor.
  
  Please reach out if you have any questions or if clarification is needed.

  Best Regards

   

• Initial Complaint

  Date:02/08/2025

  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.

  **** Edison has started using a 3rd party to accept payment, charging a fee even when paying using a bank account unless you agree to be automatically charged each month. This does not cost money to complete this transaction and there should be no charge. Additionally, as someone with dyslexia, it is difficult for me to fill out their payment page, as you cannot copy and paste your banking information directly from your account. On top of this, $2.50 is more than 2% of my bill!! For what?
  How many millions of people are being charged $2.50 to pay their electric bill, even though it costs nothing to do an ACH transaction under $500?

  Business Response

  Date: 02/10/2025

  Good morning,

  As
  of January 8, 2025, bank account (ACH) payments transitioned to a new
  electronic payment processor, ACI Worldwide.  There is a new service fee of 50 cents for customers who make one-time payments with a bank
  account (ACH), this fee is not assessed nor retained by the company, it is
  charged by the third-party payment vendor.
  
  We
  launched a comprehensive communications campaign that included emails, a
  residential bill insert, web
  stories, FAQs and notifications on FirstEnergy’s website, and social media posts over several
  months in 2024 to let customers know of this upcoming change.
  
  Customers
  can enroll in AutoPay
  Payment programs to avoid service fees charged by the third-party payment
  vendor. These programs help ensure customers stay up to date on their electric
  bills while avoiding service fees.

  Customer Answer

  Date: 02/11/2025

   I am rejecting this response because:
  
  
  There is no reason to charge for ACH transactions and not charge for scheduled ACH transactions. There is no difference in processing and any rejected ACH transactions come with fees on both sides. This is an unlawful 3% increase on my electric bill that is working to try to coerce me into giving first energy and their third party partner automatic access to my bank account.

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over payment to utility company on or about 01-09-2025 for $1000.00 Contacted them in Jan and was instructed that a refund would be issued, Today 02-06-2025 at appox 2:15PM had a conversation with company representative and was informed that due to the amount an investigation needs to be done. I was instructed to contact my bank to resolve this issue. Totally unacceptable. Company had 4 weeks to process request.

  Business Response

  Date: 02/07/2025

  Please see attached response.

• Initial Complaint

  Date:02/03/2025

  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.

  This company *****. I went to log in to pay my bill and now they are charging a convenience fee of 2.75% we the people are already being raped on delivery charges now this? I use 60$ with of electric a month if that and then they nail you with an almost 60$ delivery fee and this fee and that fee. Absolutely unreal. How can the American people who are struggling afford to pay this. Jaco&l has a lot of nerve. The gas company doesnt charge to pay the bill. Now I dont want to pay the bill. Between the high deliver fee and all the other c*** Something has to be done here.

  Business Response

  Date: 02/14/2025

  As of January 8, 2025, bank account (ACH) payments transitioned to a new electronic payment processor, ACI Worldwide.  There is a new service fee of 50 cents for customers who make one-time payments with a bank account (ACH), this fee is not assessed nor retained by the company, it is charged by the third-party payment vendor.
  
  We launched a comprehensive communications campaign that included emails, a residential bill insert, web stories, FAQs and notifications on FirstEnergys website, and social media posts over several months in 2024 to let customers know of this upcoming change.
  
  Customers can enroll in AutoPay Payment programs to avoid service fees charged by the third-party payment vendor. These programs help ensure customers stay up to date on their electric bills while avoiding service fees.

• Initial Complaint

  Date:02/03/2025

  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.

  Ohio Edison is using a 3rd party company to collect a service fee to customers for paying there bill.

  Business Response

  Date: 02/03/2025

  Good afternoon,

  As
  of January 8, 2025, bank account (ACH) payments transitioned to a new
  electronic payment processor, ACI Worldwide.  There is a new service fee of 50 cents for customers who make one-time payments with a bank
  account (ACH), this fee is not assessed nor retained by the company, it is
  charged by the third-party payment vendor.
  
  We
  launched a comprehensive communications campaign that included emails, a
  residential bill insert, web
  stories, FAQs and notifications on FirstEnergy’s website, and social media posts over several
  months in 2024 to let customers know of this upcoming change.
  
  Customers
  can enroll in AutoPay
  Payment programs to avoid service fees charged by the third-party payment
  vendor. These programs help ensure customers stay up to date on their electric
  bills while avoiding service fees.
  
  

  Sincerely,

  FirstEnergy Compliance Department

• Initial Complaint

  Date:02/03/2025

  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.

  Called to shut off Electric at a rental home was in process to sell it. They informed me at toledo edison the lights were off as of 12/27/24 at 264 white st. I went by and lights were still on 12/30/24 I called again asking why they are still on im not paying since I was told they were turned off. Evidently my nephew who had some stuff in there asked the guy who came to turn it off to leave it on till the 3rd of January and he said okay. Well he could have got his stuff out when he was supposed to and I should have got a final reading which of course I didn't I got a estimate reading because guess who is paying those extra days? Yes me not them for not doing thier job. I have a average of the month before of $8.35 per day of usage and now its get a $17.54 per day for the final estimate bill? I don't think so. I will pay 3 days at $8.35 but not for the extra days they left it on. And to make matters worse they took the bill from 264 White St. And added it to another property I have that a friend stays at and is now trying to charge that property for the light bill. Took the $12.57 bill at 112 ** ******** upper and added the $303.30 to that giving me a bill of $315.87. What kind of crooked **** is this they are trying to pull? I'm about ready to go to the news media and let them see how crooked it is at ****** Edison. Now they even are trying to make people do auto pay or they are charging them smh. Definitely want a response or Definitely going to the news media and government over this crooked ways.

  Business Response

  Date: 02/03/2025

  Good afternoon,
  
  
  On 08/22/23, ***** ****** obtained service at this address.
  
  On 12/26/24, a move out effective 12/27/24 was processed
  via the website.
  
  On 12/30/24, Ms. ****** contacted the company and stated
  that the power is still on at this address. The representative advised that
  service was in fact taken out of her name on 12/27/24 and final bill would be
  issued.
  
  On 01/07/25, the final bill was issued for service up to
  12/27/24 in the amount of $303.30. The bill detailed the prior bill of $250.66
  and the current of $52.64 due 01/28/25. The company obtained a reading of ***** on 12/23/24. The final reading on 12/27/24 was estimated based off of the prior
  actual reading. The final bill is correct.
  

   

  Thank you, 

  Compliance

  Customer Answer

  Date: 02/04/2025

   I am rejecting this response because: they are not showing why my bill is double the estimated amount it should be and also why it is attached to another property where I can not pay unless it is attached to the property it was at. 
  
  
  
  

  Business Response

  Date: 02/05/2025

  Good afternoon, 

  The company stands by its position. The final bill was explained in the prior company response. On 01/07/25, the final bill was issued for service up to
  12/27/24 in the amount of $303.30. The bill detailed the prior bill amount of $250.66
  and the current of $52.64 due 01/28/25. The company obtained a reading of 85114
  on 12/23/24. The final reading on 12/27/24 was estimated based off of the prior
  actual reading. The final bill is correct.

   

  Thank you, 

  Compliance 

  Customer Answer

  Date: 02/06/2025

   I am rejecting this response because:when I called i explained to the person that the amount was not an accurate amount for the estimated bill and don't know how they ever came up with such an amount double what the highest bill there has been which is the $250.66 for 30 days. He had said they did do a final reading on the 3rd When they shut the lights off and the final reading was about the same as the estimated reading when I know they never shut the lights off because I drove by seen the lights on while my nephew asked them to keep the lights on and the service driver did just that. The lights were on and it was told he was running heaters in the property which he was only storing things there and had no right to tell them to keep the lights on and the edison had no rights leaving them on when they came to shut them off. So they wanted to pay the bill instead of shutting the lights off then they should have to pay for half of the estimated bill. Also they need to change the bill back to the ***** ** address so I can pay the bill like I have requested several times because  I own multiple properties as they know by the accounts I have and each home has its own file that's paid at. Never knew the edison was such a  scam but defined am getting in contact with my lady at the news channel to make aure others don't go through this when they call to cancel lights to have things fixed and the plumber feels safer to have the lights off while doing work smh. 
  
  
  
  

• Initial Complaint

  Date:02/02/2025

  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.

  Charges for paying bills online

  Business Response

  Date: 02/04/2025

  Potomac Edison advises that in 2024, the company transitioned to a new third-party electronic payment processor, ACI Speedpay, for some electronic payment methods, including debit/credit cards. Potomac Edison began processing all electronic payment methods through *** Speedpay effective January 8, 2025, including electronic checks (***). Changes to one-time service fees also went into effect with this change.
  Potomac Edison does not have the ability to waive payment fees for customers due to the *** payments are processed through the third-party vendor. This fee is charged by the third-party payment processor and applies only to one-time payments. The customer has the option of signing up for auto pay (card or bank account) to avoid fees.
  Otherwise, the customer can make a payment via any alternative payment method found on our website at **************************************************************.
  The service fee for the payments is not assessed nor retained by the company; it is charged by the third-party payment vendor.