Complaints

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

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  PPL Corporation

  2 N 9th St Allentown, PA 18101-1139

• 

  PPL Corporation

  827 Hausman Rd Customer Service Department Allentown, PA 18104-9392

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:12/06/2023

  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.

  I request that my two claims to dispute charges and reimburse damages from loss of power are recognized with a formal apology from ***** ****** Energy for wrongfully disconnecting my power, not resolving the issue of billing me for the correct meter, and to cover my losses in frigerated produce from wrongfully disconnecting my power. I am requesting that they credit what I have paid on *** ******** HOUSE METER and transfer ($1,899.68) to the correct meter *** ******** Unit * Pole *. I have made several attempts and they have not resolved this issue that has been on-going since Dec. 27, 2021 resulting in me seeking your assistance to resolve this easy corrections. Summary of Dispute: On Dec. 27, 2021, I transferred the electricity and gas services to my name, ******* *******, for *** ******** Unit *, Newport, RI *****. Somehow I have been incorrectly billed for the *** ******** House Meter from December 27, 2021, to September 29, 2023. I have made multiple attempts to correct this issue, and inconveniently, on Aug. 28, 2023, my electricity was wrongfully disconnected, and we discovered with ** Energy that I was still being billed for the incorrect meter. Once again, by October 8, 2023, it was discovered that I was still being billed incorrectly, and finally, someone was able to transfer the *** ******** House Meter to our Home Owner's Association Treasurer, Evan Denard, who resides in *** ******** Unit 2, as the rightful individual to be billed to. From past banking statements and RI Energy statements for Account #: 63274-59054 *** ******** House Meter, I am disputing all payments made from December 27, 2021, - to Sept. 29, 2023, totaling the amount of $1,899.68. I request this bill be transferred to the outstanding balance owed to my corrected meter Account #:13385-36101 *** ******** Unit * Pole. The ***** ****** Energy Representative assured me that they would calculate and correct this issue and I have an outstanding bill still and have not been credited what I have paid on the HOUSE METER (which is HOA's bill). I had purchased groceries prior to August 28, 2023, due to my family visiting, and all of my frozen and refrigerated produce spoiled due to the loss of energy for more than 6 hours that was orchestrated by ***** ****** Energy Company. On August 29, 2023, I had to purchase food for the day with my child, who has a restrictive diet, and replenished all the lost produce prior to my family's visit. I request to be compensated for the inconvenience and reimbursed for the loss of frozen and refrigerated produce that spoiled due to the loss of energy from ** Energy Company. There have been several attempts to resolve and correct the issue of being wrongly billed for the incorrect meter, and disconnecting my power with no warning has brought a lot of stress and anxiety to this day. Please correct and resolve this issue with my claim attached. I had verbal confirmation from several of the RI Energy Representatives that states that I was incorrectly billed and disconnected my electricity at the fault of the ** Energy Company.

  Business Response

  Date: 12/14/2023

  Dear BBB, 

  The we emailed the customer and left a voicemail message for the customer on the contact number provided.  We are currently waiting on the customer to reply.

  Dear *****************************,

  We at ***** ****** Energy strive to make customer satisfaction a propriety. We sincerely apologize for any inconvenience you have endured. We received an email from the BBB regarding a billing & claims concern.  A member of ***** ****** Energy Claims department will contact you on the contact number provided. You and I will work together until all matters are resolved. I am currently, seeking assistance from our billing department.  I left a message for you earlier today. Feel free to contact me at your earliest convenience on my direct number ###-###-####.
  
  Below is a copy of the concern we received.
  
  CUSTOMER EXPERIENCE INFORMATION
  Customer Information:
  *****************************
  *************************Unit *
  Newport, RI ********
  Daytime Phone: **************
  E-mail: ******************
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Billing or Collection Issues
  
  Customers Statement of the Problem:
  
  I request that my two claims to dispute charges and reimburse damages from loss of power are recognized with a formal apology from Rhode Island Energy for wrongfully disconnecting my power, not resolving the issue of billing me for the correct meter, and to cover my losses in frigerated produce from wrongfully disconnecting my power. I am requesting that they credit what I have paid on ************ HOUSE METER and transfer ($1,899.68) to the correct meter ************ Unit * Pole *. I have made several attempts and they have not resolved this issue that has been on-going since Dec. 27, 2021 resulting in me seeking your assistance to resolve this easy corrections. Summary of Dispute: On Dec.27, 2021, I transferred the electricity and gas services to my name, *****************************, for ***********************************************************. Somehow I have been incorrectly billed for the ************ House Meter from December 27, 2021, to September 29, 2023. I have made multiple attempts to correct this issue, and inconveniently, on Aug. 28, 2023, my electricity was wrongfully disconnected,and we discovered with ** Energy that I was still being billed for the incorrect meter. Once again, by October 8, 2023, it was discovered that I was still being billed incorrectly, and finally, someone was able to transfer the ************ House Meter to our ************************ Treasurer, *********************, who resides in *******************************, as the rightful individual to be billed to. From past banking statements and ** Energy statements for Account #:*************************** House Meter, I am disputing all payments made from December 27, 2021, - to Sept. 29, 2023, totaling the amount of $1,899.68. I request this bill be transferred to the outstanding balance owed to my corrected meter Account #:*********************************************************. The ***** ****** Energy Representative assured me that they would calculate and correct this issue and I have an outstanding ******************* and have not been credited what I have paid on the HOUSE METER (which is ***'s bill). I had purchased groceries prior to August 28, 2023, due to my family visiting, and all of my frozen and refrigerated produce spoiled due to the loss of energy for more than 6 hours that was orchestrated by Rhode Island Energy Company. On August 29, 2023, I had to purchase food for the day with my child, who has a restrictive diet, and replenished all the lost produce prior to my family's visit. I request to be compensated for the inconvenience and reimbursed for the loss of frozen and refrigerated produce that spoiled due to the loss of energy from ** Energy Company. There have been several attempts to resolve and correct the issue of being wrongly billed for the incorrect meter, and disconnecting my power with no warning has brought a lot of stress and anxiety to this day. Please correct and resolve this issue with my claim attached. I had verbal confirmation from several of the ** Energy Representatives that states that I was incorrectly billed and disconnected my electricity at the fault of the ** Energy Company.
  
  Desired Settlement:
  Other (requires explanation)
  Billing adjustment; Contact by the business; I request that my two claims to dispute charges and reimburse damages from loss of power are recognized with a formal apology from Rhode Island Energy for wrongfully disconnecting my power,not resolving the issue of billing me for the correct meter, and to cover my losses in frigerated produce from wrongfully disconnecting my power. I am requesting that they credit what I have paid on ************ HOUSE METER and transfer ($1,899.68) to the correct meter ************ Unit 1 Pole 1. I have made several attempts and they have not resolved this issue that has been on-going since Dec. 27, 2021, resulting in me seeking your assistance to resolve this easy corrections.
   
  Kindest regards,
  *********************** | Specialist, Regulatory & Escalated Complaints
  Customer Service | phone: ###-###-#### | ************@************.com

• Initial Complaint

  Date:11/17/2023

  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.

  PPL Electric Utilities has threatened to cut off my electric on 11/23/23after I received a confirmation from them for the first payment (in my payment plan) being due on 11/26/2023 after setting up a second payment plan on 10/05/2023.They stated on 10/05/23 they would be automatically billing me $100 a month on top of my normal bill until my balance is paid. I thought these payments were being taken and receive another threat to cut of my electricity, realizing they did not take my money out as planned.I can afford my monthly payments and have attempted multiple times to set up automatic payment plans with PPL and they have refused to take my money without threatening not just electric service but the livelyhood of myself and my animal. It is extremely predatory, unethical, and inhumane to threaten to take that away, especially given I have tried so many times to pay this.

  Business Response

  Date: 12/15/2023

  I reviewed ***************** account concerns. The customer originally contacted the company on 9/14/2023 to establish a payment agreement. The customer needed to make a payment of $228.00 on 10/05/2023. The customer made the initial payment. The terms of the payment agreement were to pay the monthly bill plus $105.00. The next payment of $201.90 was due 11/02/2023. No payment was received which cancelled the payment agreement and a new termination notice was sent to the customer. The customer called the company on 11/10/2023 to reinstate the payment agreement. If an account has an overdue balance, the account is not eligible for automatic payment. The automatic payment would pull the full account balance and not the amount of the payment agreement. To keep with the terms of the payment agreement the customer would need to initiate the monthly payment. 

• Initial Complaint

  Date:10/05/2023

  Type:Billing 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.

  They are charging me for service at a house I have never lived at . They told me I had to file a police report for them to even think about taking it off my credit. So, I did, Report # ***************. When I called back, another person answered. They told me I had to fill out dispute papers, & that they would send them to my correct address in the Mail. Instead, I got the letter stating I am still responsible for this bill. The house That the service was attached to was ***************************************. This house was sold in Oct 22 to : ******** ************************************************ They had connected service to this house. I checked with them. ******** told me they had called PP&L to find out where their balance was, it wasn't showing uo under their previous address or their current address. . PPL couldn't figure out where their bill was going too. She also said she would verify to them that I , in fact had never lived at that house . I never received any bills for the account in question or alerts on my account ( PPL Account #***********) Or was I aware that this was in my name until the alert on my credit report that it went to Collections. I just want them to take it off my credit report & the balance out of my name. It isn't electric that I have used. I shouldn't have to pay for electric at someone else's house . Especially since They also reached out to PPL . Thank You

  Business Response

  Date: 10/25/2023

  I reviewed the account that was opened in the customer's name in error. I reviewed the notes stating this was a typo when starting the new service. Customer does have active service at the correct location. I removed the account from collections and cancelled any bills that were issued on the account. There is no balance owed on that account. It will be reported to the credit agency to have the account removed from her credit report.

  Customer Answer

  Date: 10/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/28/2023

  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.

  I am a residential customer of PP&L. I have solar panels that are hooked up to PP&L’s grid. We are not getting the correct credit from PPL for electricity generated by our solar panels. We are being charged unfairly as they are not taking into consideration all of what we are generating. It’s impossible to get in touch with that department directly. I and my representative from our solar company have both been trying to reach someone to understand why we are not getting the proper credit. There is one single number, no email, no chat online and it literally takes hours on hold to finally talk to someone who doesn’t know a thing about the solar and can’t answer my question. I’m only told that they will not put me in a direct phone call with the solar department. They tell me that I will be contacted. I’ve been waiting several days and have not received any contact from anyone concerning this. Neither has my solar representative who has not heard anything from anyone either. In the meantime, they continue to bill me unfairly. I generate more then I use as I am one who travels for work, I still receive a bill of $150+. In times like we are in every cent counts.

  Business Response

  Date: 10/11/2023

  The company does have a website that our renewable customers can use to address any questions or concerns they may have. The email address is ************.com. Once the question is submitted a renewable representative will reply within 1 to 2 business days. I also put in a callback request to have our renewable specialist reach out. I was unable to find any call attempts from the customer requesting a call back. 

• Initial Complaint

  Date:09/26/2023

  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.

  This company is price gauging its clients in a monopolized market. In Rhode Island citizens have ONE company to choose from for electricity. This company has already doubled the rates and is now increasing them by 24%! Despite changing habits to DECREASE our electric bill (my husband and I), our bill has rather doubled and remained around $300. Which has typically been the price during July with 3 window units running. Please look at clients bills. The state of Rhode Island is in shock right now and worried for our future.

  Business Response

  Date: 10/16/2023

  
  We made several attempts to contact this customer via phone and email.  (See below) We haven't received a reply.  We were unable to locate an account with the information provided.
  
  Kindest regards,
  
  *********************** | Specialist, Regulatory & Escalated Complaints

• Initial Complaint

  Date:09/18/2023

  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.

  I was put on a "budget plan" for my extremely high electric bill in the winter- $350 a month. Then when spring came I wanted to unenroll, bc we were caught up from the prior winter. When I unenrolled they say they are still expecting the "PROJECTED USAGE" of the following months. My bill for the summer months went to $450 a month based on "PROJECTED USAGE" for summer on the "BUDGET PLAN" that's when I asked how much my actual bill was it was $185 that month. They are shutting my electric off tomm bc I have only paid the $200 a month since I found out what my ACUTAL bill is.

  Business Response

  Date: 09/29/2023

  Budget billing runs for 12 months taking the average usage over the prior 6-12 months. The budget amount will be reviewed quarterly to review the current budget amount and whether the budget is ahead or behind at the time of the review. The customer's account was up for review in May. At the time of the renewal, based on the actual usage amount and the amount paid on the budget the plan was behind $282.02 at the time of review. The monthly budget did increase from $383.00 per month to $425.00 per month for the next three months. On 08/07/2023 the customer requested removal from the budget. At the time of the removal the budget was ahead by $468.14, the current bill for the month was $190.00 leave an excess credit of $278.14 which was applied to the customer's account balance on 8/29/2023. The total balance on the account prior to the credit was $1718.68. 
  The payment made for $200.00 was paid by check and the payment was returned, the account was unable to be located when the payment was sent for payment.
  On 09/18/2023 the customer contacted the company to set up a payment agreement towards the overdue balance. The customer agreed to make a payment of $25.00 by 09/21/2023, which the customer did make, starting with October's bill the customer would pay the monthly bill amount, not a budget amount, + $49.00 to pay towards the overdue balance.

• Initial Complaint

  Date:09/11/2023

  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.

  I recently purchased 4/19/2023 and installed in MAY a ductless mini split ac/heat unit for $1698. According to PPL I would receive a energy star rebate of 450 dollars for installing it. There website has requirement of 18 steer or greater. Mine is an 18 seer unit. Now I filed all the paper work which was a task in itself through their website and was denied my rebate because they said my EER numbers did not match but my seer did. There is no EER number on either ***** or **** ****** websites all they talk about is the seer rating. There was no EER number on the box or in the instruction manuals. I literally had to have the company email me a **** certified letter stating the ratings. This is not only misleading by PPL but also how is the **** rating correct but not the other numbers. It makes absolutely no sense that a home owner buying a unit should think if the **** ratings match up why wouldn't the ERRs as well. This is beyond deception and difficult for a average home owner to prove if they only see the **** rating when purchasing ductless units. I attached the letter that I received after contacting the company and also the bill of sale.

  Business Response

  Date: 09/27/2023

  PPL offers rebates on several energy efficient items. PPL follows the same requirements as the federal rebate sight. If a customer has any concerns regarding the status of a rebate, items that would qualify for a rebate, assistance completing the application,or any general questions customers can contact our rebate center at **************. Their phone number is listed on the website.

  Customer Answer

  Date: 09/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I bought an energy star product that clearly met the **** RATING!!!!!! 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 10/06/2023

  PPL works with an outside company that processes the rebates. Please reach out to them at ************** to follow up with them and have them process the refund again.

• Initial Complaint

  Date:09/07/2023

  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.

  We moved and closed one account and started another on May 31st. I paid all bills at previous address and have received 3 bills at the new address. This month there was an additional $200 added to my electric bill however there is no invoice to describe what the charges are for. I called customer service and spoke to **** ID #****** who was not listening to my concern at all. He proceeded to tell me that is was a settlement of a budget plan?. I questioned how that was possible as I was not in a budget plan. He then stated that it was from a budget plan from 2022. I still did not understand because budget plans are typically settled at the end of the budget period. I explained to him again that there is no bill explaining these charges and asked for one. He said he didn't have the ability to send one. He then stated that it was going to be sent to collections therefore they transferred the balance to our new account. I asked to speak to a supervisor because there is no way they can send anything to or threaten with collections if there isn't a bill sent. He was refusing to send me to a Supervisor stating that no one was available but then slipped and said he had spoke to a supervisor named ****** ID#******. So I again asked to speak to ****** and **** just kept avoiding the transfer. Eventually offered me a call back from ****** in a minimum of 24 hours. That is unacceptable. So here I am still with an extra $200 on my account and a threat for collections with no bill or explanation.

  Customer Answer

  Date: 09/13/2023

  On 9/12/23 I spoke to a r at PPL. She stated that she doesnt know why they are unable to view the invoices on my account but they are working on the issue. I explained that it is imperative for me to see the invoice in order to confirm that awe or the disputed amount. 

  Business Response

  Date: 10/03/2023

  I reviewed ***************************** concern regarding the balance transfer of $200.00. The customer was enrolled in budget billing on the account that was closed in May 2023. The budget year runs for 12 months. The customer's budget year ran from September to September. The customer's budget settled with the bill that issued on 09/06/2022. Based on the amount the customer was billed for the monthly budget amount and the actual usage there was a balance of $365.64 that was owed. The balance was split into 12 installments of $30.47 a month. Prior to closing the account in 05/2023 the customer made 8 payments of $30.47 leaving a balance of $121.88 owed from the prior year's budget.
  The customer's budget restarted with the bill that issued on 10/05/2023. Since the customer requested to stop service, the budget would close with the final bill. Based on the amount the customer used from 10/5/22 till 5/31/23 the budget was behind $172.77. The final bill was $147.47. The total final bill was $320.24. When the bill was issued the customer did have an excess credit of $200.00 that was applied to the balance of $320.24 leaving an amount due of $120.24. The company added the balance from the prior year's budget settlement of $121.88 plus the current balance of $120.24 left the customer with a balance of $242.12. The customer made a payment of $42.12 leaving the balance at $200.00. The company transferred that amount to the active account. 

  Customer Answer

  Date: 10/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I am still awaiting to view the invoice. They have told me that they can not send me a copy of the invoice. I would need to see the invoice in order to confirm their billing explanation.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 10/06/2023

  I mailed out a statement of account that will show the history of the closed account. I mailed it to the current address.

  Customer Answer

  Date: 10/23/2023

  I am so sorry. My daughter has surgery and has complications. I was not checking my emails. I did receive some type of summary but it is not the invoice that I have requested multiple times. I need to see the actual bill showing the previous charges And current usage.  

  Business Response

  Date: 10/25/2023

  Since the account is closed the company is unable to send copies of the actual bills. The statement of account that I sent is the only option available. The statement of account includes the same information that is listed on the bill. The statement of account shows the number of days in the billing cycle, the amount of KWH used for the billing period, the amount of the actual bill, the budget billing amount and payments received. It also includes the date the bill generated, the due date and the reading and type of reading for that cycle. 

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair 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.

  On 8/6/2023 I ordered a new refrigerator to be delivered the next day. Earlier the same day I made an appt with PPL to remove the old refrigerator. PPL has a program to pick up and recycle refrigerators and provide a $50 rebate check. When I ordered my new refrigerator I declined the appliance store's pickup service, which would have cost $50, because I already had the appointment in place with PPL. The only appt slot PPL and their recycling partner offered me was 2 1/2 weeks later. I took it. I received no communication from either PPL or their recycling partner after the confirmation email I received. 2 1/2 weeks later I took the day off from work to be home for the pickup. No one came or called. I tried calling the number in the confirmation for the recycling partner; there was a message saying that call volume was large and to leave a message and they would call back. It has been almost a week, I left a few messages that day, and no one has called me back. I contacted PPL that day, and they sent me a link to the webpage I had originally used to make the appt. It had been modified to say that there were problems with their recycling partner, and they weren't scheduling any new pickups. My appt was not new; it had been in existence for two and a half weeks. Again, no one contacted me even though there was a record of my appt confirmation. Today PPL told me I should try the number for the recycling partner because maybe they would answer. This was the same number I called multiple times last week with no response. I tried 4 times and each time it was busy. If it's even possible for a legitimate business to do these days, they took the phone off the hook. I was originally going to receive a $50 check from PPL to recycle my refrigerator. Now I am stuck with an old refrigerator in my kitchen and I am getting quotes for $120+ to haul it away. I want someone to come get it or to be reimbursed for the cost of someone else hauling it away. I also want the $50 rebate.

  Business Response

  Date: 09/15/2023

  One of our venders left a message for *********** ************** advising her they can pick up the appliance tomorrow.  She will receive her $50 rebate via mail.

  Customer Answer

  Date: 10/04/2023

  The company sent someone to come pick up my refrigerator. The rebate check for participating in their program has NOT been received yet. I was waiting for that piece before I considered this case closed.

  Customer Answer

  Date: 10/18/2023

  I still have not received the $50 rebate check that ** ****** told me that they would be sending.  The third party contractor that contacted me about removal (and performed the removal) also stated in an email that ** ****** would be issuing the rebate.  Again, this has NOT happened.  It makes a month since the refrigerator was picked up.

  Business Response

  Date: 11/07/2023

  Dear BBB,

  We spoke with ****** **** on 10/26/23 and advised her per our rebates team a $50 rebate check should arrive within a couple of weeks. 

  We will follow up with her on 11/09 to confirm receipt of rebate check.  

  Kindest regards,

  ****** ***** | Specialist, Regulatory & Escalated Complaints
  Customer Service | phone: ###-###-#### | *************************.com

  Customer Answer

  Date: 11/14/2023

  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. 
  
  Regards,
  
  ****** ****
  
  

• Initial Complaint

  Date:08/24/2023

  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.

  PPL Electric rates have steadily substantially increased over the last ten months.. from an average of about $400 to currently just over $650 despite that their on line billing statement shows we are using less electricity than last year. Since it continues to increase, on 8/17/2023 I checked the PPL estimate which indicated "Bill to-date estimate $232.79, usage to date 1406 KWH, average daily cost $8.62 with 6 days remaining in billing cycle." On 8/18/2023 the bill to date estimate was $240.88, with KWH at 1455 and average daily cost of $8.60 with five days remaining. On 8/19/2023 the actual payment due on 9/11/2023 was set at $658.02... $417.14 higher than the estimated bill of $240.88 shown on the day before. I'm not sure how we could have used over $400 worth of electricity in one day. I haven't received a hard copy paper statement over the last several years making it more difficult to track usage and cost. We were on a budget payment before being switched to a find your bill on line system. I find it hard to believe that when our actual usage is approximately $250, that the budget payment (assuming that is still in effect) would be $400 higher than actual usage. I am seeking an adjustment of the bill due on 9/11/2023 and a refund for overcharges by PPL over the last year. The amount I paid PPL as shown below ~ $5,613.92 ~ is for the last ten months and does not include the $658.02 we're expected to pay by 9/11/2023.. My husband is a Veteran of the United States ****.

  Business Response

  Date: 09/06/2023

  ********************* budget year runs from December to December with quarterly reviews. The budget started at $478.00 for the months of January, February, and March. The actual bill amounts for each month were $1078.11, $931.15, and $955.25. The budget came up to the first quarterly review, at the review the budget was behind $1530.54,which means the customer used more electricity compared to what the customer was billed. To reduce the deficit the budget increased to $570.00 for April, May, and June. The actual bill amounts for those months were $564.73, $413.51, and $304.39. The account came to the next quarterly review and the budget was still behind by $1103.17. The monthly budget increased to $612.00 for July, August, and September's bills. The actual usage for the last two bills were $270.70 and $271.92. The current deferred balance is $421.79. The next quarterly review will take place with September's bill. At this review the monthly budget amount should decrease since the deferred balance has reduced from $1530.54 at the first review to $421.79 after the current bill.

  Customer Answer

  Date: 09/23/2023

  In the response from PPL, it states: " The next quarterly review will take place with September's bill. At this review the monthly budget amount should decrease since the deferred balance has reduced from $1530.54 at the first review to $421.79 after the current bill." Last evening, September 22nd, 2023, I looked at the PPL website to see if the September bill, to be paid in October was ready.  Despite the statement that the "monthly budget amount should decrease" the payment due in October remains $658.02, despite reduced usage.  The monthly bill states that these rates are only in effect until November 30th, 2023, at which time I assume they will increase significantly.  Other electrical suppliers are charging, on average, three cents less per KWH and we are considering to a more reasonable supplier; however, since PPL will find a way to add charges to those of whatever company we might choose, we are essentially hostages, and subject to whatever rate increase PPL chooses to charge.  We have been using credit cards to pay most, or all, of these electric bills since they more than doubled what we were paying in previous years.  At age 77 and 76, I'm certain this isn't the smart way to go; however, it's our only option.

  Customer Answer

  Date: 09/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: PPL stated that with the September bill the payment required will likely decrease... it remains as it was with the August bill at $658,02.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 09/28/2023

  The customer's budget was to be reviewed with September's bill. The customers bill was issued on 09/19/2023. The budget is changing from $612.00 a month to $601.00 a month starting with October's due date. The customer will pay the budget amount of $601.00 + $46.02 which is the settlement from last year's budget for a total monthly payment of $647.02 start with October's bill. The budget will settle out for the year on the bill that issues in December.