ComplaintsforComEd - An Exelon Company

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Initial Complaint
05/28/2024
Complaint Type:
Billing Issues
Status:
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.
I own a house at **********************************. ************, il *****. We were renting it out on March 20th there was a fire and the house was left uninhabitable. Comed came out and removed the meter. I received a bill from them for acct# ********** for estimated charges. I called them on 5/3/24 and talked to ****** a supervisor he stated he would credit off the $182.27 charges and cancel the account till the house is repaired. On 5/27/24 I received another bill this time for $462.40 for estimated charges for a total owed of $ ****** for a house that doesnt have a meter. I just want what was promised to me for this account to be cleared of charges and canceled until the house is repaired and the electric started again. I dont want to have to wait on hold for an hour To not have this taken care of again. Thank you.
Business response
06/12/2024
I spoke to customer who gave a thorough explanation of the situation in which I forwarded to our billing department to look into this matter. I requested an update today.
Customer response
06/14/2024

Complaint: 21768077

I am rejecting this response because:
they are looking into it they have not actually done anything about it. Its been a while since they called me and nothing yet.

Sincerely,

***********************
Business response
06/14/2024
Previous response was not a resolution. It was an update. Still awaiting response from *******************
Customer response
06/17/2024

Complaint: 21768077

I am rejecting this response because:
their still working on it I have to respond cause BBB will cancel if I dont

Sincerely,

***********************
Business response
06/18/2024
Thank you. I'm looking to have some answers for you today.
Initial Complaint
05/16/2024
Complaint Type:
Billing Issues
Status:
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.
Comed informed me that they will no longer accept automatic bill pay from my bank account because they said one of my payments was returned non-sufficient funds. I investigated this accusation with my bank and they have no record of declining any payment to Comed. I have overdraft protection on my account. ********************** removed my bank account for this infraction and refuses to accept any further payments from my bank. I contacted them multiple times and requested they provide me prof that a payment was returned and they refuse to. I would like to know what my possible resolutions can be because Comed has a monopoly.
Business response
06/06/2024
Called **************** & left a message advising that there were two payments attempts by our automatic monthly payment system. Both of the payments were returned with the note of "Account number not found". When the account info entered to setup EFT there was a typo to the data entered. Then ComEd attempted to draft from the bank, but because the account number was not valid, nothing drafted. If two payments are returned in a twelve-month period, the account is put on cash only status for twelve months after the second returned payment date. This August 1st will be one year since the last return and the customer will be able to setup EFT again. A letter was also mailed to the customer explaining what transpired with the two payments and can setup EFT again after 8/1/2024.
Business response
06/06/2024
Called **************** & left a message advising that there were two payments attempts by our automatic monthly payment system. Both of the payments were returned with the note of "Account number not found". When the account info entered to setup EFT there was a typo to the data entered. Then ComEd attempted to draft from the bank, but because the account number was not valid, nothing drafted. If two payments are returned in a twelve-month period, the account is put on cash only status for twelve months after the second returned payment date. This August 1st will be one year since the last return and the customer will be able to setup EFT again. A letter was also mailed to the customer explaining what transpired with the two payments and can setup EFT again after 8/1/2024.
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing in hopes that I can obtain a resolution to a problem I have been trying to resolve for over *********************************************** my garage due to my purchase of an electric vehicle. Due to the current load in my home, the electrician had to install a new breaker box in the garage to support the new electric needed for the vehicle. This took place in early April and after the upgrade two days later ComEd came by the house and installed the meter, however the overhead connection to bring the electricity into my garage has yet to be completed. I have called countless times and each time I am given a new date of connection/installation and yet that day comes and goes with no success. The most recent was May 13, 2024. I am now at the mercy of *********************** at ************** who does not provide an accurate response or meet the promise dates. I am seeking your assistance in this matter to have electricity in my garage. My home address is: ************************************* Account No. ********** Name on account: ***************************-******* (wife)Your prompt attention in this matter is greatly appreciated.
Initial Complaint
05/14/2024
Complaint Type:
Customer Service Issues
Status:
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.
I recently purchased the property located in ********************* current home is located in ************************I lived there for 2 years and have never been delinquent with any of my bills including ComEd.Upon the purchase of the Riverside property ComEd mandated that I provide a deposit to start service there.They sent me the letter that I provided to you stating that because I have had recent delinquencies with my billing that is the reason they required the deposit. This is a complete falsehood. If they would've said because I have multiple accounts with ******************** and I needed to provide a deposit I wouldn't have a problem at all but because they completely lied and tarnished my payment history I absolutely do have a problem with them.I think they really need to be more honest and treat their consumers with a level of respect. Thank you for your time and efforts.
Business response
06/10/2024
Hello ***************************** on 5/15/24 I left a message for you explaining the $220 deposit was waved a one-time courtesy. I apologized for any inconvenience this may have caused.

Thanks,
ComEd
Initial Complaint
05/07/2024
Complaint Type:
Billing Issues
Status:
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.
Com Ed has failed to deliver bills. I have not gotten a bill in 90 days and have requested bills since March. My last statement was on 2-12-24 for services from January to February. Com Ed has failed to submit bills for services from February to ************* and March to April ******** I have been requesting these bills since March of 2024 and keep getting told we are unable to generate bills due to system errors due to system upgrade. I want to pay by bill for services, but Com Ed will not generate the bills to pay. We are told they can see the charges for each month, but for some reason we are not able to generate bills. Bills are to be generated no longer than 32 days and we are stilling on 90 days. Keep getting told by Com Ed that there is nothing that they can do at this time and could take another 30 to 45 days. I am requesting bills and they are refusing to generate the bills.
Business response
05/14/2024
Spoke with customer who stated that she has now received all her bills. I apologized for the delay.
Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I moved in january to a new address I called comEd to have my service "transferred" Comed continued to charge me for services at my old address through february and march. I finally caught it in March that my old address still had a balance When I called to ask why I have a balance they told me I never stopped service. I told them no I did call in January to transfer my service.It took a month for them to review my phone call only after I had to persist in calling and be on a call which involved multiple people and a total of 2 hours. When a supervisor finally reviewed my call while I sat on hold for another forty five minutes They came back and told me that unfortunately, I never told them to stop service in my original januray call. I told them I told come ** to transfer service. That is what that means no longer at one location now at a new location. The supervisor told me unfortunately, that's not the case. I said you cannot charge me because I didn't use a specific word. I told you to transfer, and that's what you should have done. And she just came back again with no, you did not specify a stop date. They said as a courtesy, they would take the march charges away, but not february. This is wrong. They are trying to get money out of me because I didn't use some word that they specify. If they have a specific word that they need for stopping service and transferring it to a new location. Then the worker should have said that to me. How many other people have they done this, too? This was their mistake and I do not owe them this money. I believe in the future, they need to ask their customers, "Are you stopping service at the current location?" Comed shouldve asked yes or no.
Business response
05/17/2024
Called and left ************************ a message with my findings. I apologized for any miscommunication during the call from 1/11/2024. The call will be sent to our *********** for review and coaching. ************************ called 1/11/2024 asking to transfer services to new address as of that date. ComEd has issued a stop service date of 1/10/2024 and the final bill owing for ************************************************ is $33.88. Charges after 1/10/2024 have been cancelled and adjustments will be on the next billing statement issued. Provided my direct contact info.
Initial Complaint
05/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
5/2/24 Im a disabled veteran and a part of the **** program. Comed gave false written information to the ***************** program stating they didnt receive my April 2024 payment. on 4/2/24 I paid my comed bill and I have written receipt/proof and a confirmation number from comed phone clerk in 4/2/24. Ceda/**** states that they are taking legal action against comed for allegedly falsely misleading and misrepresentation of customers utility accounts. ********************** needs to send a written response to the BBB confirming they received my April and May 2024 payment because I paid them for both month In addition, comed employees need to stop allegedly trying to steal customers utility payments because thats alleged theft by taking.
Business response
05/29/2024
BBB,
This inquiry has been worked:
We've looked into the customer's concerns and have confirmed that all payments have been received and posted to the customer's account. I was unable to make contact with the customer to make her aware of this. Her account is still actively enrolled in ****. We did experienced problems with customers payments posting in February when we went live with our new system. Those issues have since been resolved and we apologize for the confusion or inconvenience that this may have caused.
Customer response
05/29/2024

Complaint: 21660572

I am rejecting this response because:

Sincerely,

***************************
as a reminder legal action will be taken against comed in the future and no one from comed ever contacted customer etc
Business response
05/30/2024
BBB,

As we previously stated, all payments from the customer have been received and are reflected on her account. I called the customer and left a voicemail advising her of this. Several calls were made to the customer previously, and we were not able to make contact with her. Our file is closed
Customer response
05/30/2024
Complaint: 21660572

I am rejecting this response because:
please see attached 5/24/24 **** letter and ComEd bill I received in the mail today.
On 5/1/24 I made a $27 payment to my ComEd account which also is reflected on my attached comes bill.
ComEd failed to reflect my monthly payments on my ComEd account and gave false information to a federal **** program that my 5/2024 bill wasn't paid.
Please see my attached ComEd bill that reflects on 5/1/24 I made my payment to my ComEd bill.
**** needs to make sure I received all my 5/2024 **** credits to my ComEd account.
**** also needs to keep my **** account in active status as a qualifying **** customer and contact ******************** ************
****** who left me a voice msg today that ComEd made mistakes.
Sincerely,

*************************;
Initial Complaint
05/02/2024
Complaint Type:
Billing Issues
Status:
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.
I have been having issues with my ComEd account being closed after transitioning to a new system. They opened my account again after I called and backdated my account, but its been over a month where I have no access to my account due to it being in pending status. Ive had to call multiple times and all I get is we put in a request. I waited the 48 hours, like they asked me to, and still have my account pending. I am not going to risk having issues with my property manager, or worse, have my electric cut off because ComEd is negligent in getting my account active. I would think they would want my money for the bill, but I guess not. I need a resolution now, because this has been going on since MARCH AND WE ARE IN MAY!!!!
Business response
05/14/2024
BBB,

This issue has been resolved: Left customer a voicemail advising her that the order to start service in her name has been completed.
Initial Complaint
05/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Due to COMEDs poor and very questionable business practices, I am now delayed in moving into my new apartment. I went in the app to try and move service and they said to call. I called, and they said they cant take calls right now because of technical difficulties, then I emailed and they responded by saying to call. This is making my move very stressful. ComEd is a horrible company
Business response
05/03/2024
Customer spoke with a CSR on 5/2/2024 and a stop service date was issued for 5/31/2024.
We are sorry to hear about the frustration you experienced when attempting to stop services at your current address.
Thank you for your patience as we continue to work on our transition to a new processing system.
Initial Complaint
04/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/18/24, I opened a secondary ComEd account for my new home. When I received the first bill, I was astonished to find that a deposit had been assessed to my account after having had service - with stellar payment history - for the last TWENTY-SIX YEARS. I spoke with someone who said I was late this past February 2024, which was only due to THEIR systems being down (internet, phone, etc - there was NO WAY to make payment). Each rep I have spoken to said there is nothing they can do. One said to fill out an online request form to have that security deposit removed -- BUT IT IS INCOME DRIVEN -- and I was automatically denied, most likely without even a HUMAN reading it! I do not deserve to be charged an extra $66/mo (for a total of $330) due to their system failures. All attempts on my part to speak to a manager have been futile (holding the line more than 2 hours on 2 separate occasions) and they have no right to penalize someone for THEIR system errors. REMOVE THE DEPOSIT AND CREDIT MY ACCOUNT.
Business response
05/02/2024
BBB,

Spoke to customer and advised her that the deposit that was requested on the account will be raised.
Customer response
05/15/2024
Complaint: ********

I am rejecting this response because: Hi there, This email is an update to Complaint #********. First - THANK YOU for your help! ComEd did call quickly, but they only completed half the request. The $66 deposit for this current bill (due May 20th) was indeed removed; however, they did NOT credit back the initial $66 they charged, and that I paid on 4/15/24. I would like that $66 plus the interest credited to my account in time for the next bill. They should not be holding ANY deposit as per my 26 years of excellent payment history at the old address. Please let me know if you have any questions, or if I can help. Thanks again!

Sincerely,

*****************************;
Business response
05/15/2024
BBB,

A request to issue the customer a refund in the amount of $66 was made on 5/2/2024. Refunds can take 2-3 business days to process especially with our new system in place. Rest assured; the customer should be receiving a refund any day now.
Customer response
05/21/2024

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,

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

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