Business Profile

Electric Companies

FirstEnergy Corp.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

478 total complaints in the last 3 years.
185 complaints closed in the last 12 months.

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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:02/01/2025
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 had them back in 2020 and moved out of state I told them to disconnect and send a final bill they didn’t do it then I called and was told they don’t have any account info on me and no record a few months later it shows on my credit a $600 bill from them. I dispute it it was removed the Credit bureau said mon power request it be taken off so it was then I move back to wv and get service with them my first couple bills fine then I get a bill saying 700$ I talk to them and they said I owe that from 2020 I explained it to them they had me call a company that told me that it’s not on my account anymore because just like the credit monpower told them to remove it I moved back in December and was paying my bill fine then I paid my last bill the 1/14/25 my bill said $112.30 after the card fee it was $115.05 I paid it I get another bill saying it’s $800 and that I never paid my January 2025 bill and that’s it’s past due I get several emails about this I tried to call get put on hold or hung up on now they say I have till the 10th to pay the $800 or it’s getting shut off I amd the only one working and I have a 11month old I don’t have the money and my baby can’t be without heat I want this sorted out because I never received that final bill back in 2020 and still was never given a copy of any bill from then.
Business Response
Date: 02/04/2025
Company records indicate the customer had service at *** ****** ***** *** *********** ** from 9/11/20 to 2/4/21 with an unpaid balance
of $475.77.
The customer then started service at *** ****** *** *********** ** ***** on 9/6/24 and the unpaid balance of $475.77 was transferred to that
account.
Service ended at ****** *** 12/14/24 with an upaid balance of
$725.78.
The customer started service at **** ******** **** ********* ** on 11/15/24. The unpaid balance of $725.78 was transferred to the current
unpaid account.
The current charges of $135.76 plus the past due of $725.78
(2.25 late fee) = the total account balance of $863.79.
The customer may contact the company by phone or at the
company’s website for options regarding installment plans for the balance.
Customer Answer
Date: 02/05/2025
I am rejecting this response because:

I moved from ******** 2/2/21 shut off was supposed to be 2/4/21 and a bill was to be sent I never got a bill. It was paid in November 2020 and that’s the last bill I have I don’t understand how it went from $50 ish a month to 400$ for two months. Then In clarksburg they said the shut off was 12/14/24 it wasn’t it was supposed to be shut off 11/18/24 I have a email saying so. I am not paying on this past due till I am given a real bills with correct dates for each month they are saying it wasn’t paid . I will not be paying a bill for clarksburg for December at all or dated for December or anything after the shut off of 11/18/24 my bill for fairmont had been paid every time so there should be no bills except for the one coming up for Feb of $130 some
Business Response
Date: 02/06/2025
Attached are the final bills from both previous addresses mentioned in the prior response. Mailing addresses were updated on both accounts. It is the customer's responsibility to pay any outstanding balances. The Company issued the statements to the customer and the balances were due in the customer's name. Company stands by original response.
Customer Answer
Date: 02/08/2025
I am rejecting this response because:

I want the bills for December of 2020 and for January of 2021. I also added a picture of the $400 that says paid/removed
Initial Complaint
Date:01/31/2025
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.
This poor excuse for a company decided to go behind customers back and start charging an unnecessary service charge if a customer is paying their bill via ACH without using autopay. This company can barely service customers and their equipment and now they are attempting to scam customers out of more money. Since they’re scamming customers with their service charge, our bills have now been .50 less to accommodate their scam service charge. Their customers in their service area have spoken. Won’t be surprised if there is a class action lawsuit coming. Ironically they have a warning about payment scams on their page. They probably should heed to their own warning.
Business Response
Date: 02/05/2025
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 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: 02/05/2025
I am rejecting this response because:
There was 0 communication sent out except for a 1min section on local news media AFTER they had started the fees. It’s not the consumers problem that the companies have transitioned to another vendor. They are scamming the consumer for a choice the company made. I will continue to pay .50 less on each bill and if necessary obtain legal counsel to fight this scam of a fee. The who customer base is opposed to this and class action lawsuits have already begun
Initial Complaint
Date:01/30/2025
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.
Illuminating Company is charging exorbitant pricing, in the middle of the harshest winter we have had in a few years. I have a small one bedroom, which does not even feature in-unit laundry, and work from 9am to 6pm every day, so all lights and energy are not being used at that time. My temperature is set to 68 degrees all year round, and my usual bill is around $60-$80 a month. I understand that with harsh weather, the bill can go up slightly, as past years my bill has been around $100 in the coldest month, but the Illuminating Company has been unable to give me any answers as to why by bill is suddenly $400, with no changes in my own lifestyle. I find this number to be egregious, particularly for a tiny one bedroom apartment with no extra features, and attempts to contact The Illuminating Company for an explanation have been ignored.
Business Response
Date: 02/04/2025
A bill was issued on 01/22/25. The bill included past due balance of $0.00
and current charges of $352.94 due on 02/12/25, for a total amount due of
$352.94.
01/24/25 – Customer contacted the Company via Company website
requesting payment and balance information be emailed to her. The following information was emailed to **********@********* as requested:
Per request of ***** * *****, emailed the following information:
Amount Due: $352.94
Due Date: 02/12/2025
Account Balance: $384.13
Description:
12/18/2024 -$189.75 Paid
Electronic Check Payment - WEB
12/12/2024 -$50.00 Paid Electronic
Check Payment - WEB
12/5/2024 -$89.37 Paid Electronic Check Payment – WEB

The Customer has not contacted the Company to discuss their
concerns regarding their billing or usage. The Company also has not had the opportunity to review a Customer Billing
Analysis in an effort to determine what all is being used in the household and
the potential monthly usage. Please
advise the customer to contact the Company so that the Company has the
opportunity to resolve the Customer's concerns/dispute.

Customer Answer
Date: 02/05/2025
I am rejecting this response because:

The business claims I did not attempt to reach out or communicate. Please see attached confirmation that I reached out on 1/24, with assurance they would get back to me within 2 days, which did not happen.
Business Response
Date: 02/05/2025
The Customer did contact the Company on 01/24/25 via Company
website and information was provided on 01/24/25 by email as requested.
As information provided on 01/24/25 reply to the Customer’s
email advised:
First Energy has received your inquiry and will make every
attempt to respond within two business days.
Please note: We are currently experiencing a high volume of email
requests. Our Customer Care team is diligently
working to respond to all emails as quickly as possible. We apologize for the potential delay and
appreciate your patience during this time.
Thank you.
The Customer has not contacted the Company to speak with a
representative to discuss their concerns regarding their billing or usage. The
Company also has not had the opportunity to review a Customer Billing Analysis
in an effort to determine what all is being used in the household and the
potential monthly usage. Please advise the customer to contact the
Company so that the Company has the opportunity to resolve the Customer's
concerns/dispute.
Initial Complaint
Date:01/30/2025
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’ve been a customer of Potomac Edison ever since I became an independent adult. Currently I live alone in the same place for 3 years - my electric bill has never been over $200 in the winter. It was $390 something for one month. I called to try and get a plan to pay over a short time period and the customer service was less than sub par. I payed the bill on the due date with a credit card and turned back on auto pay however a week later I receive a email for nonpayment. This company is the main supplier no one should have to deal with this type of incompetence from a so called service driven company. Can the BBB do anything to help discouraged and unsatisfied customers?
Business Response
Date: 01/31/2025
Customer made the payment on 12/26/24, a new bill was sent out on 1/2/25 in the amount of $392.60 due 1/23/25. AutoPay was added to the account on 1/22/25. AutoPay does not set up until the next printed bill after enrollment so email was sent due to bill being past due. Company apologies for customer service issue.
Initial Complaint
Date:01/30/2025
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.
[[BBB transcription via transfer, see attachment for complete complaint details]]

I owned a house a *** ****** ** **** ** about 2018 Penelec had off cut down trees in front of house, pay it off monthly on your bill. I did that, paid it off, my bill went back to my just my monthly electric bill. A year and a half or 2 yrs later I sold the house. House closed, Lawyer called for last bill, and it was only my last electric bill because I had paid off the tree 2 years prior. May of 2024 I get a bill from Penelec they decide I still owe 153.01 I tried to contact them to dispute. Could not talk to anyone. They wanted 19.31/mo I wasn't going to draw this out even though I did not owe this so I just paid it in full through the e-mails they were also sending me.
Business Response
Date: 02/07/2025
Our records show ******* ******** signed a contract to do an installment plan for tree service work on 3/23/20. The installment plan was set to run 36 months at $19.31 a month from 4/2020 - 3/2023.
Mr. ******** cancelled service with Penelec at *** ****** *** ***** ** ***** on 8/11/22. The final bill did not contain his payoff tree balance of $135.01 which was owed for 7 more months ((6mos @ $19.31, plus one final payment of $19.15).

Our Products and Services Team have reached out several times to explain that the balance was owed, with each time the customer claiming to have paid it off and sending a picture of a payment for an unrelated amount claiming it was for the tree service. Customer claimed the amount of $153.01 was the missing payment, which was paid to the utility and not Products and Services and was the standard utility consumption and unrelated to the tree service.

The customer was mailed and emailed a copy of their entire billing and payment history for the contract, offering opportunities to mail a payment or submit it right over the phone free of charge, which the customer declined.

Ultimately, the customer neither paid off the open items, nor setup a new installment plan on their active utility account. Also, Products and Services never sent this customer to collections, or took action of any
kind beyond direct contact attempts to advise them of the open item(s).

Customer Answer
Date: 02/09/2025
The original amount they asked for was $153.01 for the balance of the tree. That is what I Proved I paid. I Penelec sends me 2 bills a month on this same issue....one deducts a $19.31 payment made and the other doesn't deduct anything.
The original was $153.01 I proved I paid. That was the one and only bill (which I did pay and when this all started, I paid again and proved it) You have another source billing me a different amount for the same issue. I sent in billing from 2 different Penelec billing sources for the same issue with 2 different balances. You are not looking at what I sent and what I have been saying all along.

Customer Answer
Date: 02/10/2025
To add to my response...you want to claim you don't know what the $153.01 I paid Penelec was for....I sent it to you in black and white in your original billing your sent me. Tree Service. $153.01. On the back from one of your billing sources kept showing I wasn't paying and I was late delinquent every month $19.31 and it kept coming from a balance owed $152.01 according to your company, which was long paid in full through my electric bill but I paid it again when avoid all this crap. So, why did I pay Penelec $153.01?????? Look at your records...I have never had a bill for that amount, I have never been late on a bill. I never made a partial payment on a bill. So where would I just up and send Penelec $153.01?????? I proved every one of my points in black and white, Own up up made a mistake. I am not going to pay a 3rd time.
Business Response
Date: 02/11/2025
The amount of $153.01 was for the balance of the customer's bill for the current address of **** * **** **** ***** ** *****. The bill issued on 7/19/24 for $153.01 which included the current budget amount of $128.00 and the budget anniversary balance of $25.01. The amount was paid on 7/27/24 to his current account and not the tree service.

When the final bill issued on the previous account at *** ****** *** ***** ** ***** it was for a credit balance of $271.15. This was due to customer having a credit balance of $150.45 on the previous bill due to budget anniversary month and had a total credit balance of $276.76 and left a credit of $150.45 after it applied to the bill. The customer paid $150.45 on 8/6/22 and when final bill issued for $10.44 and tree service charge of $19.31 it left a total credit of $271.15. The credit of $271.15 was transferred to customer's current account on 9/17/22 and applied to the bill issued on 9/21/22.

There is nothing on the bills that show the balance was paid off for tree service. products and service department have reached out several times to provide this information and have advised the balance was for $135.01.

When the customer closed the account at *** ****** *** ***** ** ***** he would have had to contact products and service department regarding his tree service balance to pay in full or request to transfer balance to active account. This was not done. The balance of #135.01 is still owed and we show no information that the customer was advised the balance of $153.01.

The bank statement provided only shows the customer paid his bill at **** * **** *** ***** ** ***** on 7/27/24, which was for consumption.
Initial Complaint
Date:01/26/2025
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.
I’m messaging you guys today because I feel as the power company is taking advantage of the consumer.. Last I checked on my account, my bill was about $150 for the month.. And I think I was one month behind on my payment when I went to go make it. I now have a bill for $991. I’m only at my house about 15 days a month so usage is very low. I understand that in the winter time it could be a little bit higher, but I do not know how they justify charging people this way…. I’ve read the bill but most consumers don’t understand the usage and all that stuff… I would love for the Better Business Bureau to look into this since this company doesn’t have a great track record…. Please help. Again, I’m only at my house about 15 days out of the month compared to last year when I was here every day…
Business Response
Date: 02/11/2025
Home shows to be all electric, unfortunately there have been much colder temperatures this winter. Aside from these extreme lows, the customer's usage aligns with that of the previous year.
Attached is a 35-day usage summary that illustrates both energy consumption and temperature trends, supporting the correlation between colder weather and increased usage.
A new smart meter was installed on 05/01/24, and on 04/08/2024, the meter was tested for 100% accuracy prior to installation. Actual readings are obtained hourly from the smart meter, the bills are accurate as rendered.
Implementing budget billing would enable the customer to make uniform payments throughout the year, helping to ease the seasonal spikes caused by heating demands.
Initial Complaint
Date:01/25/2025
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.
This business is charging fees to process direct bank ACH payments for utility bills.
Business Response
Date: 02/05/2025
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 ********************** bills while avoiding service fees.
Initial Complaint
Date:01/24/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
FirstEnergy REference number: ************, field tech ******* ******, supervisor ******.

My property is located at **** ***** **, ***** *****, ** *****. We are building a new warehouse on the property, which is serviced by FirstEnergy/JCP&L. We submitted our first upgraded service request in December 2023. I received an email on Jan 21, 2025, over one year after, that I owe 20k for the upgraded service with no explanation, details on what the payment is for, invoice, contract, nothing. Just an email stating I owe this otherwise I can't receive the upgraded service. This is a MAJOR issue as we are already almost completed with construction, all our equipment, plans, everything is based on the upgraded electricity load and we cannot go back and adjust to a smaller load. I also can't afford 20K to upgrade as it was never communicated to us for over a year and is not in the budget. I can't get anyone in the company to call me back or respond to what this charge is and why it's being communicated so late. I need this resolved asap as it's hindering my construction and my business overall
Business Response
Date: 01/31/2025
The customer's concerns have been forwarded to the appropriate department.
Customer Answer
Date: 02/03/2025
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:01/23/2025
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.
First Energy has a new policy for paying bills. If you want to pay on a credit card, you can do so at no charge, but they charge you 3 days after the billing goes out which is approximately 3 weeks before this is due. This is a scam as they are holding on to senior’s money. In light of their corruption charges and monopoly this is disheartening.
Business Response
Date: 01/31/2025
Good morning,
The Auto Debit /Auto Pay program was initiated in
2005. Approximately 5 years ago the deduction date changed to 3 days after the bill issued, as the company has to pay credit card fees for this credit card payment option.
A customer does not have to enroll in auto debit.

Customer's also have payment options of:
- Mailing the payment in.
- For
residential customers, the third-party service fee for a one-time credit
or debit card payment will decrease from $4.75 per transaction to $2.75
per transaction.
- Making a one-time payment with bank account (ACH). There
will be a 50 cents per transaction for both residential
and commercial customers making one-time payments with a bank account
(ACH).
The payment fees detailed above are not assessed nor
retained by the company, it is charged by the third-party payment vendor.

Thank you,
Compliance
Initial Complaint
Date:01/22/2025
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.
My electricity utility provider, Jersey Central Power and Light, has recently opted to start charging me a fee to pay my bill through my bank account. If I set up autopayment to pay my bill, however, this fee is waived. In essence, this monopoly utility is charging me a fee to simply view my bill before it is paid each month. I find this a complete overreach of their powers that they think they can get away with given the change in administration. I would like to file a formal complaint to fight this as I have a feeling this is merely the first new fee of many that will come out of corporations such as JCP&L in the near and far future. I understand that these monopolistic corporations will try everything they can to squeeze every last penny they can out of *** ****** and American consumers. I hope this complaint can aid in pushing back against this trend of undermining the everyday citizen for private profits. Thank you, I am looking forward to hearing back from you.
Business Response
Date: 01/31/2025
As
of January 8, 2025, bank account (ACH) payments transitioned to a new
electronic payment processor, *** *********. 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: 01/31/2025
I am rejecting this response because: It is absolutely unacceptable to pass on the fees of the vendors that you have selected to run your payment systems. ***** ******** is a LITERAL MONOPOLY that is somehow allowed to exist and charge the good people of *** ****** whatever they please for electricity when it is those people that have funded and built the electrical grid that this state relies on. Charging us to view our bills each month, but waiving the fee should we opt for automatic payments tells me that ***** ******** is merely interested in encouraging people to not look at their bills each month so that future price increases are not noticed and met any sort of pushback. Why should we accept this fee when ***** ********'s CEO was compensated $26 MILLION in 2023 to oversee a company with zero competition? I am eager to see how much he was compensated in 2024. The company itself posted a profit of over $9 BILLION in 2024, yet somehow, I am the one being unreasonable because I am asking why we are being charged a fee TO PAY OUR BILL. These multibillion-dollar monopolies think that they can just treat normal everyday citizens however they please and charge whatever they like because there is little recourse for customers to challenge their behavior. Sure, $0.50 a month isn't much money for one person, but compounded over the state of *** ******'s 2.6 million residential properties, the value of this new fee becomes much more questionable as to what ***** ******** is doing to deserve it. This is especially concerning given that the monopoly of ***** ******** is also a publicly traded company. This means that ***** ********'s profits must always be increasing every quarter in order to satisfy shareholder expectations. So, while it may be just a fifty cent charge now, who is to say that fee will not increase in the future, or other fees will be imposed for other arbitrary transactions in order to keep the stock price up? I find this type of behavior from corporations abhorrent, and this will be far from the last time I call it out. I hope ***** ******** can do better.

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FirstEnergy Corp. is NOT a BBB Accredited Business.