ComplaintsforCentral Maine Power Company

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Central Maine Power shut off my power and will not turn it back on, due to a past bill from 2018 from an apartment I had power shut off in my name and they never did, so for 9 months there was power in my name in a place I didn't even live and had called to have turned off and now they want me to come up with ***** to turn my lights back on. I've tried all my local options and resources. I have 2 small children in my house I have no way to feed them I'm a single mother in between jobs and no one will help me. I can't pay $2000 to turn my power back on they shut it off 3 days ago and now all my food is bad my fridge is leaking and I have no way to make my kids anything to eat. I need my power turned on and I want them to take that amount from the apartment I didn't even live in off my account ! I plan on taking this to court but as of right now I need my power on.

  Business response

  06/19/2024

  This customer opened an account at this address on 7/7/2023. Before the customer opened this account, she was advised that her unpaid balance from a previous account, $1070.09, would be transferred to her new account and that a deposit for $230 would be charged.  She paid the deposit and established a payment arrangement for the balance, which she agreed was affordable at the time.  She made one payment of $213.34 since then.  CMP attempted to contact her by phone and by letter multiple times to advise of her balance due, available assistance options, and her right to declare a medical emergency. At the time service was disconnected, the past due amount was $1701.36.  Since disconnection, she paid $1500.00 and a physician confirmed that medical equipment was needed in the home, which delayed credit action for 30 days to give the customer time to address the current balance.  Power was restored and collection activity is currently delayed. We continue to encourage the customer to apply for the ****************** Program (***), which would forgive past due balances in exchange for making on-time monthly payments.  Information about the *** was provided monthly by letter, attached.  The customer can call ********************** or on the website at ******************************************************************************************************************;

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, 6/4/24, CMP shut off my power based on an unsubstantiated claim and has since required me to jump through innumerable hoops in order to get my power turned back on in my own name.

  Business response

  06/06/2024

  The active account is not in the name of the person filling this complaint.  All communication about service disconnection was between CMP and the customer of record.  The person filing this complaint requested to take over service at the location. CMP requested that they complete and return a notarized application of service (***).  Once the *** is received, CMP will review the information and call the applicant to discuss steps to put the service in their name.  At the time of this filing, the *** was not received. 

  CMP is mindful of its responsibility to reduce uncollectable balances, which are then paid by all ratepyers as part of rates. If there are past due balances on prior accounts at this location, and there is evidence that the applicant is attempting to "name swap" to avoid paying the debt, CMP may request permission from the **** to deny service in another's name until the past due balance is paid and may request permission to transfer the prior account balance to the new account. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a large balance of over 4000 dollars and payment arrangement of ************************************************************************************************************ full upon calling back to setup the new arrangement I was advised that my payment did not close the arrangement and instead went to the total balance leaving me unable to setup the arrangement and thus responsible for paying another $1602 to keep my service active

  Business response

  05/29/2024

  Central Maine Power is mindful of its obligation to collect past due balances to reduce uncollectable balances, which are then passed to all customers through rates.  Customers may establish an affordable payment arrangement if needed.  If the customer misses a payment, as agreed when they entered into the arrangement, CMP may send a notice that power will be disconnected unless the billed balance due is paid. Customers may enter into one payment arrangement at a time. There are assistance programs for qualifying customers who are struggling to make payments on their account.  For more information about these programs, customers can call ***** from their ********************** phone number or visit www.211.org.  CMP also suggests utilizing the tools available on its website, www.cmpco.com, to identify how they might reduce monthly usage, which will reduce monthly costs.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They put this on my bill after 3years! They keep saying its mine but I moved and asked for the final bill I paid it. Then I had my service turned on at the **************************************************************************** The amount they say I owe is ******** which is not fair!. This was my final bill, ****** as of November 10/ 2016 my account number is ****************

  Business response

  05/29/2024

  Central Maine Power generates a bill, on which is noted "Final Bill" when an account is closed.  The balance ************** is referring to is from a final bill dated 11/26/2018, which was for service through 11/16/2018, attached.  The account was closed on 11/16/2018 at ****************** request. The unpaid balance remaining from the account is currently $4,896.65. The document ************* provided is a reminder of a final balance on a different account, closed in 2016.  Ms.***** has contacted CMP by phone on several occasions, as recently as 6/12/2023 and CMP provided the balance information during the calls and also sent copies of bills.  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  CMP has failed to refund a deposit, in the amount of $1330.17 on a new service connection following the construction of my home. Over the past several months, post- construction, we have struggled to recoup a deposit from CMP and they have provided conflicting information and no resolution. They advised us we did not pay a deposit, a claim to which I responded by supplying a copy of the bill that was sent and the corresponding bank record of payment to CMP. They then changed their stance, saying that the deposit was refunded to the builder who was the owner of record on the service during the construction phase. I have confirmed with the builder he did not receive the deposit refund. Given CMP has provided conflicting explanations, I have serious concerns about the systems and processes in place to handle these transactions. I have requested the issue be elevated to a supervisor or manager in the appropriate business department, to no avail. All communications thus far have been from the "customer contact center".

  Business response

  04/18/2024

  Central Maine Power does not charge deposits for requests for new service.  After review of this customer's account, we believe they are referencing a request for refund of a payment they intentionally made to another customer's account for new service.  This is a common occurence for new service in a few situations, including, but not limited to, when a builder requests the new service directly from CMP in their name and their client makes a payment.  Central Maine Power is not privy to agreements between customers and those who pay on their behalf.  If CMP owes any refunds, per usual and common practice, payments are are made to the order of the customer of record.  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being told that in order to turn power on at my new place I need to pay 1900 +- for something that I did not have anything to do with

  Business response

  04/18/2024

  CMP is committed to providing customers with excellent customer service, in full compliance with all rules and regulations and specifically, with requirements outlined in Chapter 815. CMP is also mindful of its obligation to prudently collect past due balances from customers to mitigate uncollectible amounts which are then incorporated into rates for all customers.
  
  ********************** works diligently with its customers to provide reasonable and affordable payment arrangements and to connect customers with agencies and available financial assistance, with a goal of maintaining active service while paying an arrearage balance, to mitigate the rate impact of uncollectible debt. One component of our collection efforts is to identify situations where name swapping may be taking place to avoid a disconnection for nonpayment or to have service reconnected after disconnection for nonpayment by establishing service in a new applicants name.
  
  In situations where CMP believes this may be taking place, an Application of Service is requested to validate the applicants identity. CMP then researches the applicant and the previous customer(s), to determine if a connection exists that would support a conclusion of name swapping. If CMP believes name swapping may be taking place, it then requests a waiver of Chapter 815 from the **** division of the **** to require the applicant to assume the outstanding balance of the previous customer and to pay any past due amounts as a condition of providing service.
  
  In the case with **************, CMP suspected name swapping and requested the Application of Service (AOS), which ************** provided. In its research, CMP found that previous tenants included ************** himself and another family member. A third family member also attempted to assume the service in her name. CMP provided the information to the ****, who completed their own investigation and determined "that the conduct...poses a clear danger of substantial losses to the utility". They granted permission for CMP to collect the portion of the prior balance due, $903.90 before reconnecting service. The remainder of the balance would then be trasnferred to ****************** acocunt.

  Customer response

  04/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   Yes I am not satisfied with the response because that was my dad's home my dad has since passed away I never lived with him I was there taking care of him my address has always been ************************************************************************* now I don't understand after submitting his death certificate providing the information needed and requesting power be turned on in my name I'm not sure how that turned into me being responsible for somebody else's bill and I would like a copy of *************************** bill with detailed statement and a copy of ***************************** bill and detailed statement and I would like it explain to me the charges that are on it and how it is did that is now being turned on to my responsibility I believe that ***** had a pretty substantial prior bill with CMP before establishing power at 1939 industry road which I also believe has been added to *************************** bill and again I don't know how that turns into my bill

  Business response

  04/23/2024

  If you have any further questions or concerns regarding this matter you may contact Central Maine Power at ************** or Maine *************************** by email at maine.puc.gov or phone **************

  Customer response

  04/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I understand how your process works and I am willing to pay my past due amount as well as my wife's past due amount and possibly a couple hundred extra to credit towards the new account at this address if you would be willing to turn thd power on and come to terms with settling up on d debt that we are responsible for I just can't level with paying Stacy's **** from another address and i am hoping trying to clear up this debt with show that we are not trying to cheat you out of service by name swapping  please let me know because I am willing and able to clear up those bulls asap 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SimplePay Budget Plan Lock in your electricity bill with SimplePay and pay the same amount each month*SimplePay lets you make a stable monthly payment based on your average monthly electricity usage over the past year. You'll get a bill for the same amount each month, so you'll always know what your bill will be. It's a great way to manage your budget!Plus, once you sign up for SimplePay, you'll lock in your payment amount for the next six months! We'll review your account after six months to make sure your payment amount is still accurate and working for you.There are no hidden fees or costs this service is FREE! You're free to go off the plan at any time, so there's no risk. Join the thousands of Mainers who open a stable electricity bill every month with SimplePay.I moved to a new residence and they indicated since I was closing my account and opening another I would need to pay 620 as my final bill, for the past several years I have been enrolled in Simple Pay, paying $170, per their website there are no hidden fees and I am free to leave at any time so there is no risk

  Business response

  04/11/2024

  SimplePay is a budget plan for customers who prefer to levelize their monthly payment amount due, regardless of their usage balance.  The idea is that customers will have paid their annual usage costs at the end of each 12 month period. The monthly SimplePay payment amount is calculated based on the previous 12 mos of usage (kWh) x current rates then divided by 12.  The customers actual balance accrues based on their usage. The actual balance is reflected on each month's bill.  The monthly SimplePay amount is recalculated every ******************************************************************* the previous 12 months, the balance will be rolled into the next year's calcualation.  When a customer closes their account, their actual usage charges are due in full.  If a customer opens another account, we transfer the balance and set an affordable payment arrangement, which is what this customer chose to do.  More information about the SimplePay program is on our website, SimplePay - CMP (cmpco.com).  **************************** last 2 bills at this location are attached to our response to show the details of SimplePay. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Again there was no liner down within miles of my house and yet I lost power. I am sick and tired of this. Power coming into my street from 3 different generation areas. I should be looped equally into them all. I lost power for the 34th time in 24 weeks today and skies were clear. It was a little windy for a little bit, yet I lost power. I keep complaining and no one does anything to help me. THIS IS UNACCEPTABLE. SOMEONE IS GOING TO HELP ME! DO YOU F****** UNDERSTAND ME???? CMP IS GOING TO SPEND THE MONEY AND FIX MY ISSUE!

  Business response

  02/14/2024

  Repairs were completed this morning due to tree damage outside of the CMP right of way.  In review of recent outage that have been experienced by customer 5 have been tree related and the 6th was due to a motor vehicle incident over the past 12 months.  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a customer of **********************. They rolled out this new payment plan called simplepay, where you are locked into one payment amount for 6 months then they reevaluate and change the payment accordingly. When I signed up 6 months ago I was told it would be $208 a month. My initial 6 month period is up, and I received the new bill today for a total of $420 a month. I reached out to them stating I wanted to be taken off simple pay due to huge jump in price. It was then, and only then, that during the 6 months I was paying the $208 AND accuring an additional balance which was now at $1474.66. Had they told me at the beginning that I would be adding a running balance I never would have signed up. The individual I spoke with admitted that my thought process of paying the $208 a month and that being it is a common misconception that they need to address.

  Business response

  02/09/2024

  The Simple Pay Plan is a convenient way for many of our Central Maine Power customers to manage their higher heating bill or summer consumption increases but keep a stable monthly bill amount year round.  This payment option is not new to Central Maine Power.  The change in customer monthly simple pay plan amount is directly reflective to the change in consumption in home.

  As shown on monthly bill statement consumption changes started in the October 2023 bill period with daily usage increase from average of 20 to 24 kWh per day to new consumption of now of 74 kWh per day average in last bill cycle.  I am attaching the customer significant consumption pattern change to this reply, this is a screen shot of the monthly bill bar graph showing the recent change.  A change in the Simple Pay Amount was necessary to meet the new usage of home consumption but also pay down the arrears that has now accumulated in the account balance.

  This was a significant change in consumption that was not previously calculated towards customer monthly Simple Pay amount.  If customer is unaware of what may have caused this change we have tools available to monitor daily usage on our Energy Manager and to receive usage alerts to assist.  I would also recommend if reason of change is not known to contact our ******************** at ************** for assistance.  

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Turned power back on to out development but missed our street. Now we're only 18 customers so they won't come back for 3 more days. We have no heat. No hot water. Can't cook anything.

  Business response

  12/22/2023

  Central Maine Power currently has this customer established for ********************** estimated time of restoration by 12/23/2023 at 10PM.  

*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. ↩