Complaints

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

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  Pennsylvania Electric Company

  76 S Main St Akron, OH 44308-1812

• 

  Pennsylvania Electric Company

  5404 Evans Rd Erie, PA 16509-3680

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:03/24/2025

  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.

  1) 3/23/25: starting before 8:00am, my power was out for over 4 hours. My elderly parents' power was out for more than 24 hours. I tried to call Penelec to report the power outage several times. Every time I called I got an automated system. The automated system's message said our office is closed but I can help you. I followed the prompts to report a power outage, and was asked for my Social Security number. Customers should never be asked to give our Social Security # over the phone. This creates an identity theft risk. The company already has our account number to verify us with. After I was asked for my SS #, the automated system paused and then said that customers who wanted to use their account number instead of their SS # should say "account number". Every time I said "account number", the automated system said something like: "You will need to speak to a customer service representative. Our office is closed. Please call back when our office is open" and hung up on me. So there was no way for customers to report a power outage without giving our SS # over the phone. 2) Though I was prevented from reporting the outage I received text updates from Penelec. They said the power would be restored by 10:30. Then they said the power would be restored by 12:30. Mine finally came back on around noon, but it went out again late at night. My parents' power never came back on until around 3:30 next morning. Their neighbor told me she kept getting text updates throughout the day and night saying the power would be restored in two more hours. It wasn't restored for over 24 hours. When I received a notification saying the power had been restored the text message said to reply "PSO" if our power was still out. When I replied "PSO", I received an automated reply saying my device needed to be registered to an account before they could help me. Why were they were texting me if my device wasn't registered to my account with them? This again prevented me from getting help.

  Customer Answer

  Date: 04/02/2025

  On 4/2/25 the power went out at my parents' house again. That meant my parents' landline didn't work, and their cell phone battery was low. When I called Penelec at 9:23 am on a Wednesday their automated system repeatedly told me it couldn’t transfer me to customer service. After waiting and trying again for about 5 minutes the system finally said it would transfer me, but then said there was a wait time of about 15 minutes. Their phone batter could have died just wading through the bad automated system and waiting to speak to someone. 

   

  Business Response

  Date: 04/04/2025

  The customer spoke with the automated system at 7:55am on 03/23/2025 outside of business hours. The system wanted to confirm the account that was prompted by the customer's phone number. The automated system asked to say or enter only the last 4 digits of the social security number or say the phrase "account number". The system was unable to understand the customer saying, "account number". Once the system cannot understand the customer, it will prompt contact with a representative. 
  
  When the customer later called back, they provided the last 4 digits of their social security number to verify the account and reported the power outage. 
  
  Please note, customers also have the option to report power outages via our website. They must register an account online to do so. 

  Customer Answer

  Date: 04/04/2025

   I am rejecting this response because:
  Their response is nothing but making excuses. It's obviously a problem when their automated system can't understand an adult, native English speaker saying the words "Account Number", when that's a required input for their system which it should be trained to recognize. They haven't acknowledged the problems with the more recent power outage in any way, in addition to ignoring the problems with the previous power outage. Since the more recent power outage happened during business hours, after waiting for 20 minutes or more, which is far too long to expect customers to wait when they have no power and their phone battery may be low, I was finally able to talk to a person. When I told them about the problems with the previous power outage they said their call center is always staffed, not just during business hours, for customers who need to report power outages, so I should have been able to talk to someone to do that no matter when I called. In addition, the company can't expect people to use their website when the power, and therefore their wifi - if they even have internet access at home, which not everyone does - are out. They can't expect that all customers have smart phones or know how to use them for something like that. My elderly parents certainly don't. 
  
  

• Initial Complaint

  Date:10/22/2024

  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.

  My complaint is about my current 2024 electric service through penelec. In the last 7 months I have made 13 payments for over $700 each month as part of a payment plan I made to keep my service from being disconnected at the beginning of 2024. I have continued to pay this arrangement every month. I had some financial issues recently which caused me to pay less but I continued to make $200 or more payments multiple times each month when I had it. I received a disconnection notice in September and paid $623 on September 23rd to stop it. My next bill was due October 15 and I received another disconnection notice this past week days before my bill due date and now have to pay $826 by the 24th of October to keep my service on. I have got together everything I have. I have $500. Which is not enough. I can’t even buy groceries for my kids and still need more money. I need help. I have paid over $5,000 to this company in the last 7 months. I have the amounts I paid and the dates of all 13 payments they received. Why is my total account balance not decreasing like it should be? Why am I receiving multiple notices within weeks of eachother like this? I’m being forced to choose between feeding my kids and having electricity to cook or heat my home. It is already very cold out at night. Holidays right around the corner. How am I suppose to get ahead like this? Or survive as a single mother of 3? I feel like I’m being set up to fail. Giving them every cent I have, it still not being enough or what they want. Just so they can send me another disconnection notice next month for even more money. It’s not like I have always made payments every month without fail this whole year. even if it’s multiple smaller amounts during the 30 days. How is it possible I paid over $5,000 as you can see in this proof provided and I still owe so much more. When does it end? When is it caught up?

  Business Response

  Date: 10/22/2024

  All questions concerning past due balances, payment arrangements or termination/reconnection activities are handled by our Credit Department. Please call Penelec at **************.

• Initial Complaint

  Date:10/21/2024

  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 have called numerous times regarding their billing. I have been double charged for over 8 months to be told it’s due to EPP program. I have consistently called each month to be removed from this program and they continue to say they will remove the program and fix the billings and they do not. I have called several months requesting statements from the date the service was opened til todays date and they say they are going to send this to me, however they never send them. I have paid my bill off til a 0.00$ balance for August and September 2024 (paid early). They are now requesting a 696$ security deposit for being late in August and September (even though the bill was paid in full and early). I called on 10/10/2024 to resolve these issues I have been constantly having with this company. I spoke with a ******* (who worked there for 20+ years). She stated she will have statements sent (this is now the 4th time I requested this) and I still haven’t received any of these statements from the date opening service. She stated it does seem to be a billing issue on their end and will refund the security deposit(which is outrageous) and remove me from EPP. this took my 1270.99 bill (for only one month of service) to what I should’ve actually been billed which would’ve been 238.91. She stated at midnight this will reflect. THIS ONCE AGAIN NEVER HAPPENED. My bill is not even due until October 23rd and I have received a shut off notice on the 19th of October. MY BILL ISNT EVEN DUE YET. This company is a scam they are the worst company I have ever had to deal with. The worst part is they are the only electric company offered in my area so I will have to deal with them for as long as I live here (WHICH I AM DREADING). Their call back system is awful. The automated system claims it will save your spot and call you back on your turn. The employees even confirm that it’s false they don’t call back unless there’s no calls calling in (which is never). I wish I could right more.

  Business Response

  Date: 10/22/2024

    The Company is following 56.41 regulations regarding the assessment of security deposits and considers the request valid. As shown on the attached account statement, although Customer makes payments they are not always on time and/or in full.   

  10/10/24-Customer was granted a one-time waiver for the Security Deposit on Active process on 10/10/2024. Waiver expires on 11/09/2024. Customer was sent a billing statement. Representative adivsed the customer difference in budget amount. Customer requested to be removed from the budget. Representative advised $241.75 now due and also went over supplier information. Customer was satisfied. 

  The customer has not billed yet, bill will mail 10/31/24 and reflect budget removal and deposit waiver. 

  The customer was on the Equal Payment Plan, aka budget. The Equal Payment Plan is a budget program for residential customers. The budget is available to residential customers as a way to ease the budgeting of their utility bill.This plan allows the customer to pay approximately the same amount each month in an effort to level out the high/low seasonal billings and also so the customer will not have to pay the total bill amount at that time. The budget amount is calculated based off of the recent twelve month usage history and may adjust during periodic review (typically every three months) or during the customer’s end of year true-up period (the end of the budget year/actual amount due). The longer the customer is at the residence, the more the budget will reflect the customer’s usage. If the customer uses more, the budget may raise. If the usage lowers, the budget may lower. When the customer is on the budget, the customer is responsible for paying the budget amount, not the actual account balance/actual usage at that time. At the end of the year during the true up period for the budget, the remaining actual account balance (difference from being on the budget) becomes due at that time.  The customer’s residence is an all-electric home.  With the colder winter, the usage increased even for someone using minimal heating.

  The bills are correct as rendered. The Company is obtaining reading from the meter. The Customer's usage and bill amount is in line with previous history at address for this time of year. When comparing this year to last year, the usage and bill amount is lower this year. For this Customer, the usage and bill amount increase every year beginning in November or December and then goes back down beginning in March or April, this is typically caused by heating during the winter months. The customer’s residence is an all-electric home.  With the colder winter, the usage increased even for minimal usage. Please see attached statement of account.

   

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because:
  
  
  I have requested Penelec to do their part multiple times. They had no intention on fixing their billing issues until I filed a bbb complaint. I wouldve been satisfied with the call if what was stated in the call actually was fulfilled which it wasn’t. Still have not received the statements that I have been requesting for months. My bill FINALLY after 2 weeks has the security deposit removed but still has an incorrect balance owed. My TOTAL bill should be the 241.75 as stated on the call not 614.99. For months the EPP program has doubled my bill it has not made it affordable my bill is normally below 250$ in usage but I have been paying 300$+ in additional payments due to this program totaling over 500$ in bills per month. The reason the bill was late in the first place was because I’ve been questioning this bill for so long with no assistance from the company. If the company had an easy to read bill and accurate charges then the bill would’ve been paid with no issues. Their customers services hours are 8-6 Monday through Friday and consistently has high hold times which makes it impossible to call since I work those same hours.i also request call backs from this company to never receive a call back. I have to take days off work to call and still never get as promised. Once my bill reflects what I was promised which is 241.75 the bill will be paid (the actual usage used amount). I do live in a all electric home however it’s only one floor small 2 bedroom one bath house. That is less than 750 sq feet and all natural lighting so no lights are one during the day. There’s NO way my bill should ever be over 250$ especially not during the heating season. I have compared my bills with other Penelec customers and mine is always double the amount of theirs even when their usuage in kWh is more than mine. I just want to be charged the actual payment amount of the usage I use not all these ridiculous fees and other charges and EPP. I am glad I turned to BBB for a complaint so this company actually takes my request and their promises seriously. FINALLY AFTER MONTHS OF CALLING I FINALLY GOT SOME TYPE OF RESULTS! The bill will be paid once you fix the bill (that is still not fixed) and have it reflect the amount that’s actually supposed to be owed once again 241.75.

  Business Response

  Date: 10/22/2024

  To better enhance the customer experience and better serve our customers we have implemented a new customer interactions platform that includes IVR and virtual callback functions.  We have found that customers are responding to our new IVR prompts not as originally anticipated, such as hanging up prior to final acceptance of the virtual call back.  As a result, customers expect to receive a callback but the system does not have record a callback is needed.  Fine tuning based on customer feedback continues to be a priority as well as working through any identified defects.

  Although we encourage customers to visit our website, utilize self-service options in the IVR or take advantage of our Virtual Callback service, some choose to wait for a representative.  Thus far in 2024, we are answering over 90% of customer calls in less than 30 seconds.  We have experienced staffing shortages in certain call types which may create long wait times.  To address the wait times of this subset of calls, we continue to optimize call routing strategies and have implemented an initiative focused on recruitment and retention.

  Again, The Company is obtaining actual readings from the meter. The Customer's usage and bill amount is in line with previous history at address for this time of year. The customer’s residence is an all-electric home.  With the colder winter, the usage increased even for minimal usage. During the winter months the actual usage was over $400 monthly. Customer enrolled onto EBILL on 10/10/24 so bills will be emailed.Customer requested a billing statement from the start of  service, representative was only able to pull year to date so request was sent over to have information sent to the customer. Please allow company time to process that request. I have attached the billing statment. Customer is correct, balance due is $241.75, current bill was sent out before deposit waiver was given therefore does not reflect correct amount due. Going foward budget was removed and customer will be charged for actual usage. 

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because:
  
  Once again your call back system is faulty or your company just doesn’t care. Everytime I’ve ever requested a call back the system states we will give you a call back within X amount of time you are allowed to hang up now and wait for a call back that I have never received. My bill has still not reflected in my online account. I expect this to be resolved by tomorrow since that’s when my bill is due and I’ve gave you and the company ample amount of time to correct this issue.I do not trust your company due to its track record of “fixing” my issue. You can Google your company and it’s been known to over charge its customers and being involved in scandals. I am confident my situation is no different from your company past shady tactics of acting the issue is going to be fixed and still hasn’t. You continue to act like my problem is solved when it hasn’t been. MY ONLINE ACCOUNT STILL SHOWS 614.99 WHEN ITS SUPPOSED TO BE 241.75. I HAVE GIVEN YOUR COMPANY 12 DAYS TO FIX THIS ISSUE. AGAIN IT STILL IS NOT RESOLVED.