ComplaintsforComEd - An Exelon Company

• Initial Complaint

  03/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dear ***/ ***** and who concern:Please dont just forward to customer service they will ignore me . Last time , I spent 42 days getting a response from a Comed engineer.I am a small business owner in ******* square. I submitted a meter update service application for 2 months but no installation has been done to date . Today is March 2nd.I submitted my original Meter application on December 28th.I called the customer service phone line but they just forward my phone to no one to pick up or answer I will notify his supervisor and nothing happened. My construction project is frozen for two months due to Comed not moving on.From January to February I did not get any contact from Comed engineer ******************* ************. ( You can call yourself, he will never pickup)After I submit the complaint to BBB.org They contact me on the second date (February 9th) . I was so happy my project was moving on , but I was wrong. They just asked me to submit the application twice. Two weeks ago, He email me and said Everything looks good now. Hopefully, I'll have information about when they can schedule you by the beginning of next week. I'll update you when I hear something. and then Nothing happened.I hope ComEd can send a supervisor to associate my application ASAP.We pay $ **** per month for rent. We can't afford a couple month delay.I have all family counts on this meter that can be installed.I'm so desperate I have to figure out how to get $**** a month to give me the chance to run the business next month.I had no choice but to complain on the BBB.I need your help on the meter installation progress, Thank you.My business address is ********************************************************* My account is ***********

  

  Business response

  03/09/2023

  **********,

  The New Business Supervisor confirmed the orders to connect your service have been submitted and your service should be connected within 14days from today 3/9/23.

  Customer response

  03/10/2023

   
  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.
  
  Sincerely,
  
  I *************

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 22, 2023, I telephoned ComEd to report a power outage. After I waited in queue for approximately 30 minutes, a ComEd representative finally came on the line. However, he did not permit me to report a power outage. Instead, he pretended to not hear me and terminated the call.The issue is not with my telephone equipment, nor was it an isolated incident. My friend who lives in Palatine had the identical experience when she too tried reporting a power outage to ComEd a couple of hours earlier.

  

  Business response

  02/24/2023

  **************, 

  Per our telephone conversation, it was explained that we experienced technical issues with our automated system on the day of the storm and they were resolved later that evening around 10pm. This also affected the telephone system.  I apologize for any inconvenience this may have caused you.

  Customer response

  02/25/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ComEd is currently listing the ****************** Resource Adjustment as a tax/fee (starting on billimage 17) and this is causing me and all solar panel users to be paying a tax for my net metering line item to ComEd for every kw of energy that solar panels are producing instead of receiving a credit on a monthly basis. The ************ Job Act does not define this adjustment or a tax or fee, so this adjustment should not be listed in this section. There is no logic around solar panel users PAYING ComEd a net metering tax/fee for every kw generated. I should be receiving a credit every month based on the solar energy my system generates (see billimage 16)I am requesting ComEd adjust every bill I have received since the ****************** Resource Adjustment was listed in the taxes/fees section by removing it from the tax/fee section and applying it in it's own section. This will result in the net metering line item to be appropriately calculated and a refund from every month based on my usage and solar production. The total refund (to-date) would be $73.31 (calculated each bill by taking the net metering price + ****************** Resource Adjustment price then multiplying that number by the solar production).

  

  Business response

  02/20/2023

  BBB,

   

  This inquiry has been looked into:

   

  We are required by law to include all per-kWh charges in the net metering credit for full retail net metering customers. Because Rider CFRA is currently a large credit, the total net metering credit in the Taxes & Fees section has reversed to a positive charge. See below sample bill. Since the other charges in this section have always been a positive charge in the past, customers have only seen this Net Metering Credit Other line item as a credit, not as a charge. This line item is the sum of all per-kWh charges in the Taxes & Fees section of the bill, and then we reverse the sign to indicate a net metering credit (see blue box in below screenshot). We spoke to ICC Staff and CUB, although its strange looking, they both agreed that we are implementing this correctly. Customer is not entitled to an adjustment.

   

  I left the customer a couple of voicemails advising him to return my calls. If he returns my calls, I will gladly explain this to him as well. Please let us know if we could be of further assistance.

   

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

  Business Analyst

  ComEd Customer Relations

   

  Customer response

  02/21/2023

   
  Complaint: 19433730
  
  I am rejecting this response because: ComEd has not provided a refund or any basis for listing the **** adjustment in the tax/fee section. The law passed does not define it as a tax/fee.
  
  Sincerely,
  
  *********************

  

  Business response

  03/06/2023

  Dear BBB,

   

  **************** request to treat the ****************** Resource Adj (****) differently and add a different section to the bill isnt consistent with the ******** ******************* (ICC)approved tariffs.  The other existing sections of the bills are for Supply-related and Delivery-related charges and it would not be appropriate to put the **** in those sections.  The **** is a fee to recover the costs under the requirements of State law in subsection 16-108(k) of the ****** Utilities Act (also see subsection 1-75(d-10) of the ********************* Act).  ComEd does not agree that a separate section needs to be created on the bill for the **** and it is appropriately described as a fee just like the other ***************** items displayed below which ComEd recovers its ICC-approved costs.  Furthermore, even if the **** were in a separate section, the law and tariffs related to net metering would not result in a different billing amount for your monthly bills.

  Customer response

  03/10/2023

   
  Complaint: 19433730
  
  I am rejecting this response because: Supplier has not provided refund and explanation provided is not consistent with the law passed relating to the adjustment
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year I made a complaint on comed for taking me off of the budget plan without telling me. they never answered my direct question or explained to me, before you get taken off the payment plan, how many late payments are you allowed. They never ever told me a specific amount they never sent me the paperwork I requested that *** have said the amount. now this year they did the same thing. I found out today that they took me off the budget plan back in September of 2022 despite me making a complaint with the ******** ******************* in March of 2022. Now because they never ever explained or responded correctly to the first complaint I have been paying full price for my bill for 5 months. also I had three voicemails from ComEd this week claiming that my power will be going out. I asked would they reimburse me for some of the bill. one of the Reps claims that I had to fill out a form and provide proof that my power was out despite me telling her I had three voicemails from them saying that my power would be out. my power has been going out throughout the week. I've been using space heaters so I don't know how to prove that I was cold because the power went out and they knew it. it is egregious disrespectful and very unprofessional. I would like someone to inquire as to why, especially to a customer that's been with them for 40 years.

  

  Business response

  02/20/2023

  Sent to ********************* 

  Hello and good afternoon ********************,
  
  Thank you for the emails to review. Your concern regarding not getting a response back by email from ComEd has been sent to management for review.
  
  As requested, I have attached the policy and regulations from the *** Code 280 & ComEd about the Budget Billing program.. This information is available at the *** website & ComEd.com to all customers.
  
  To briefly point out, if there are 2 late payments in a row or 3 in a 12-month period the account no longer qualifies to be on the Budget Billing program.
  I have attached your accounts activity statement for your records. This will show the due date and then the actual payment received date.If not received by the due date, the payment is considered late.
  This was the case for your account and why the Budget Billing program was stopped. Currently, we do not list in the updates portion of the bill that the Budget program is ending. Thank you for sharing this suggestion with me and I will pass it along to the department that handles the billing to consider having this verbiage added possibly in the future.
  
  The total current charges of $106.62 is due 3/3/2023. The next billing statement will be issued around 3/14 and that will reflect the current charges and the Budget amount due of $65.
  Each month the due date will change as the bill is due 21 days after the meter is read. If the reading date or due date happens to fall on a weekend or holiday it will be moved to the next business day.
  
  These details will be shared with the *** & BBB.

  Also sent was a claim form as the customer wanted to be reimbursed for an outage. This is how the process begins. 

  Customer response

  03/27/2023

   
  Complaint: 19409367
  
  I am rejecting this response because:

  I never ever got anything at all other than the initial case number email.
   that is why I sent two emails to you over these past weeks inquiring about it.  I never received any other email regarding anything other than the first case number. not even the complaint number or their response or anything at all. like I said this has happened with your office over the years multiple times. I had them try to resend it and it would never come through. I Checked spam and I don't see it. Do you think perhaps you can send whatever you sent to me in February back to me. 
  
  
   And whatever COM ED said I reject it because they never responded to me either.
  

  
  

  
  
  Sincerely,
  
  ***********************

  

  Business response

  03/29/2023

  Outage history provided to ICC counselor. 

  A copy of the Claim form, activity statement, outage history & summary on how the Budget Billing program work will be mailed out 4/3/2023. 

   

  All items listed above were sent to the customer Via email. Customer advised would not open any links and would wait for documents from when he contacted the Care Center. 

  Customer response

  04/04/2023

   
  Complaint: 19409367
  
  I am rejecting this response because:
  

  Last week I responded by saying I reject it. I don't know if you received that email but I reject it. they are lying.
   ****** from the *** has never told me anything about comed giving him my outage history. I have asked him and he has not told me anything about it. I have included my response email screenshot. I find it highly disgusting and disrespectful that they cannot provide me with my outage history. but if they lied and said they gave it to ****** at the icc it is a lie. I have been begging for this information for months now. I reached out to ****** at the *** last week as well and I have heard nothing.

  Sincerely,
  
  ***********************

  

  Business response

  04/04/2023

  Mr, ********.. 

   

  The ICC has the documents as previously stated.

  As I stated before I put ALL the requested documents in the mail that were previously emailed to your attn. 

   

  Take Care

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ComEd's new business department in November of 2022 requesting a service call for upgrading our electric service from 100 to 200 amp service. The representative who was assigned to our region did not initially call or email within the 5 day window I was promised. When I called again (12/1), they gave me her direct number and I called and left her a voicemail. She followed up my call with an email directing me to fill out forms, which I did and sent back on 12/6. She indicated she would need to come out to my home to and scheduled to come out 12/20 at 9am. She emailed me on the scheduled day to advise she would be a few hours late after having asked me to coordinate our installer to come out that day as well. After her visit, she promised follow up (which she did not provide), gave inaccurate information, avoided calls and emails, and when we called her supervisor, we received the same level of inadequate service. We are now in February and our project is still not complete and we cannot get the New Business team to call us back to confirm when they will be coming to shut our power off. It is incredibly frustrating and exhausting.

  

  Business response

  02/22/2023

  This response was prepared by ********************* ComEd New Business Supervisor.  ********************* supervises the two (2) ComEd employees mentioned in this response: ******************************* and *************************, both of whom are *************** Representatives, (GSRs).
  
  EXECUTIVE SUMMARY:  I have apologized to the customer, and the customers service has once again been energized.  This project was mishandled by the original GSR for approximately 2 months.  Once it was assigned to a different GSR, the customer received proper attention and their service request was satisfied in one week.
  
  SYNOPSIS:
  
  The customer initially called on 12/1/2022, requesting that their power be de-energized, so that their electrician could perform some work on their equipment, then the equipment would be re-energized later the same day or possibly the next day.  (This is a very straightforward request for ComEds New Business Department.)  GSR ******************************* sent forms for the customer to complete, and the customer returned those completed forms to ComEd on 12/6/2022.
  
  Time and momentum was lost as ******* missed a considerable amount of work in the late part of December 2022 and in January 2023.  Despite this, ******* should have been more attentive about making sure her customers were not neglected despite periods of missed work.
  
  I reassigned the job to GSR ************************* on 2/13/22, and she was immediately engaged: she performed a jobsite visit, requested an expedited date on ComEds construction schedule and locked-in the date for the customers equipment to be de-energized 2/20/2022, all the while communicating the customer and their electrician.  Jazzmine was empathetic to the customers situation regarding the unfortunate handling of this request, so she worked very diligently to try to reverse the negative customer experience.
  
  Jazzmine also coordinated that the Village of ****** HillsElectrical Inspector would be present on February 20th so that the newly-installed equipment could be approved (by the Village) and re-energized (by ComEd) on the same day.  The plan executed perfectly.  Jazzmine final activity was to close the Service Request.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 24th ComEd installed a smart thermostat in my house when they left I called them and told them that it wasn't working it would not kick back on they came back on the 25th they adjusted it I called them back on the 26th and told them it wasn't still working on the following Monday the young man came out and began to argue with me because he told me that the thermostat read 77 in my home but yet it wasn't 77. It was cold the young man asked me what did I want him to do I told him I wanted the thermostat to work correctly because if it wasn't working correctly I wanted taken out I called the company and they told me that the thermostat was compatible to my furnace I call for a supervisor it took him a week to answer my call and then they tell me then that the thermostat and the furnace wasn't compatible I feel like they was just saying that to so that I can go away I would appreciate it if something could be done about that because I have heard a lot of people having this problem that their need and adapter for the furnace and the thermostat to be compatible and I still trying to figure out if the young man told me that the furnace was compatible and a week later he tells me that it was compatible what did he base that on because he never did go and look at my furnace thank you

  

  Business response

  02/16/2023

  BBB,

   

  This inquiry has been worked:

   

  Spoke to customer and advised him that it was confirmed by our Energy **************** that the thermostat that was installed in his home was not compatible. As agreed with the customer, a 3rd party vendor is going to look again to confirm compatibility; I will follow-up with the customer with their findings.

   

   

  Customer response

  02/21/2023

   
  Complaint: 19380656
  
  I am rejecting this response because: no one has come out to check the furnace after three different technicians have came out and said that the furnace and the thermometer was compatible not all of a sudden they're saying that the furnace and the thermostat is not compatible so I'm trying to figure out why I hadn't changed the furnace so I'm trying to figure out why it become I'm compatible all of a sudden
  
  Sincerely,
  
  *******************************

  

  Business response

  03/07/2023

  BBB,

   

  Spoke to customer, he confirmed a new thermostat has been installed. He likes his heat at 68 degrees, but is dont come on unless it's set at 72 degrees or greater. He says the thermostat is not reading the temperature correctly, but he's learned how to manipulate it. OK to close w/BBB

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to bring to your attention the unethical and potentially illegal actions of COMED, an energy service company, towards me as a customer. I believe that the ********************** is using extortionate means in an attempt to collect payment from me and I am concerned about the impact this is having on my life and well-being.I have recently been informed that COMED is threatening to disconnect my power service on February 9, 2023, despite the fact that I sent a form of payment to cover my bill in November of last year. I have been informed that the payment was never received, but I am now stuck trying to rectify the situation and am facing difficulties as a result.I believe that this situation constitutes racketeering, which is a federal crime under The United States Code. Furthermore, I believe that COMED is violating my rights as a consumer by threatening to disconnect my service, particularly during the cold temperatures in *******. I am a young female, and the impact of this situation on my ability to live and care for myself is substantial and hinders my basic necessities and well-being.I would greatly appreciate your attention to this matter and hope that you can take appropriate action to ensure that COMED stops using these illegal and unethical practices. I believe that the company should be held accountable for its actions and I am hopeful that you can assist me in this matter.Sincerely,*********************************** ************** *****

  

  Business response

  02/14/2023

  Spoke to ********************** (also emailed the customer a copy of the account activity statement). Customer states sent 2 different payments by mail to cover account totals that were by certified checks and both of these payments are lost from 11/2022. Offered payment agreement but customer has no funds available. Asked to share documents re: payments (copy of certified checks) and any other documents. Customer Stated would send to me last week and no documents or call back to me from the customer. Total account balance is $1,175.94, last payment noted was 10/2022. A payment agreement is available with a down payment of $117.59.This account has been open since 5/2022 and a total of 4 payments posted. A total of $700 transferred from the customers old account to the current account on 5/2022. Once the customer has confirmation of the 2 checks in question as being cashed by ComEd, we would be happy to then investigate the payment on our end. No extensions will be granted going forward to make a payment or setting up of a payment agreement. Attached account activity statement. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on more than one occasion com ed has hit my account for a utility bill. i dont have com ed i have ******************, and i have nicor. january 3rd of this year com ed hit my acct for ****** i did not authorize this charge im in the process of scouring my acct to see if any other charges have occurred. thank you for your assistance in this matter.

  

  Business response

  02/09/2023

  To whom it may concern (BBB),

   

  In speaking with the customer, he is refusing to provide his banking information which is needed for us to determine where his payments were applied. Without that information, we are unable to research.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My recent bill dated 12/7/2022-01/10/2023 was very high. My account number is **********. The amount of the bill is $228.59. When looking at the day to day usage , two days stand out with extremely high costs. I am an hourly pricing customer and understand that that time of year demand is high but I have never had such a high individual daytime cost. The first day is 12/23 with a cost of $65.51. The second day is 12/24 with $33.27. I have contacted customer service and have spoken to multiple people whom cannot explain why these two days are so high. I was told by one representative that my cost for 12/23, should have been around $6, instead it is 10 times higher. I have spoken to numerous people in customer service whom refer me to the hourly pricing department. I cannot get a hold of anyone in this department. I would like someone to review my bill and make sure I am being billed correctly, if not, I would like a billing adjustment.

  

  Business response

  02/20/2023

  Customer spoke with our Hourly Pricing Team. This customer has been active on Hourly Pricing since January 2016, saving $473.87 (7.8%) over 85 billing cycles compared to the fixed-price rate. **************** had 3 main concerns.Wanted to know about the high prices between 12/23/22-12/24/22. Explained *** and the *** real-time market and how hourly prices are determined. Then wanted to know if he would be able to switch between Hourly Pricing & Fixed Rate. Shared with the customer that this is not possible as there is a 12-month lock out applicable to accounts who leave Hourly Pricing. Finale question was whether any kind of bill adjustment would be possible. ComEd advised that their December bill total was correct and that adjustments are only issued in very specific situations (e.g., human error, correcting a factual error, etc.)and that their situation did not meet the criteria.

  Customer response

  02/21/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi,I am a business owner, I submitted an application for update my electric meter on DEC 28th.Service Request # ******** for the address above. I am looking for an UPGRADE SERV STOR 3PH 400A AND UNIT 2 1PH 100A.The ComEd NB Analyst (******) she told me my project is assigned to ******************* ************. Who is hand my application. I call his number on JAN 25th,26th,27th,******** 1st. Never answer the phone.And I try to use ************ to contact the ************************ everytime only transfer and no one can tell me what's going on my case. And most ridiculous things is ****** said in the email"Please note if we do not receive the documentation back and/or do not have any other contact with you within 30 days the engineering order will be voided".I think "******************* and his new business department" is doing some kind of strike.It has been 4 weeks, I hope Comed come to install my new electric meter ASAP.

  

  Business response

  02/09/2023

  ************, 

  Per our New *************** It has been communicated with you that the meter inspection has been completed. Please provide the New ************** with an updated load letter and correct safety issues with service installation.  

*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. ↩