Complaints

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

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  Pepco Energy Services Company

  1300 17th St N Ste 1600 Arlington, VA 22209-3807

• 

  Pepco Energy Services Company

  4511 Knox Rd Ste 202 Suite 202 College Park, MD 20740-3380

• 

  Pepco Energy Services Company

  201 W Gude Dr Rockville, MD 20850-1179

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:10/29/2023

  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.

  In August 2023, I attempted to contact Pepco to shut off my service since I was moving on the 11th of that month. Pepco’s customer service line was not reachable and the automated line only allowed “service outages” to be reported. all other inquiries had to be fulfilled online. I completed a online correspondence and did not hear from pepco. After paying my last bill I moved. Now it’s November and they build me $190.00 for services I did not use. And after speaking with customer service, Pepco stated that according to my building, I am responsible for shutting off service and despite its obvious someone else is living there, that they have the option for taking on the bill. I am confused and pepco is holding me responsible for services I did not use. I can’t live in two places at once. And my name is not on the lease for that unit (and has not been for two whole months). I don’t know why Pepco can’t just bill the person who lives in the unit (I don’t know them). The only option Pepco gave me was to shut off the service which should have been done. Please help. I would like my bill either adjusted or eliminated because all parties see that I am not using the services. They’re just looking for a payee.

  Business Response

  Date: 11/21/2023

  Please express our sincere apology to ***************************** for any inconvenience or frustration she may have experienced in stopping service for her former electric account at **********************************************, Washington, DC ******* in August 2023.  Our records indicate **************** account was billed as follows:
  ? On July 28, 2023, a July final bill was issued total amount $117.76 due by August 18, 2023, which
     consists of a past due balance of $70.06 and a final bill charge of $47.70.  This bill was canceled.
  ? On October 12, 2023, a revised September 2023 to October 2023 bill was issued total amount $141.02
      due by November 2, 2023, which consists of a past due balance of $70.06, current charges of
      $144.75 for (September) and $43.97 for (October 2023) minus payments of $70.06 and $47.70.
  ?On October 27, 2023, an October 2023 final bill was issued total amount $191.97 due by November
      17, 2023, which consists of a past due balance of $141.02 and a final bill charge of $50.95 (service
      period from October 7, 2023, to October 26,2023).
  
  After further investigation, it was discovered that **************** initial online request to stop service in August 2023 was not process correctly.  Therefore, we canceled the previous July final bill charge for $47.70, the September bill charge for $144.75, October bill charge for $43.97 and the October final bill charge for $50.95.  We adjusted **************** stop service date to August 23, 2023.
  
  On November 20, 2023, we issued an August 2023 revised final bill total amount of $62.64 due by December 11, 2023, which consists of a past due balance of $70.06,final bill charge of $110.34 (service period from July 11, 2023, to August 23,2023) minus payments of $70.06 and $47.70 (see attached revised bill). 

• Initial Complaint

  Date:10/04/2023

  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.

  On October 3, 2023, $2,900.05 was automically deducted from my Pepco (An Exelon Company). I have NEVER enrolled in the automatic deduction.

  Business Response

  Date: 10/13/2023

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

  The following serves as a response to **. ****** request for a refund of an overpayment for the above-referenced account.
  
  On September 7,2023, ************** was enrolled on AutoPay via Pepcos MyAccount, which is a self-service bill payment option. The AutoPay payment is scheduled when the bill is issued. An upcoming scheduled payment may be viewed or canceled via the Account History page. Unless the consumer cancels the scheduled payment,AutoPay will process the payment due as scheduled.
  
  On October 2, 2023, Pepco received a payment of $2,900.05.
  On October 4, 2023, AutoPay was removed from **. ****** account.
  On October 10, 2023, ************** indicated her bank refunded the disputed overpayment of $2,900.05 to her bank account.
  On October 12, 2023, Pepco credited **.****** account for 2,900.02.
  On October 13, 2023, I talked with ************** regarding her account status. 

  We regret any inconvenience ************** may have experienced because of this matter.

  Best regards,

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

  Escalated Investigations Representative
  ***********************************
  

• Initial Complaint

  Date:09/26/2023

  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.

  Earlier this year, several of my outgoing letters, including a payment to PEPCO, were stolen from a U.S.P.S. mail deposit box. I found this out many weeks later, so I was in arrears to PEPCO for a payment. The postal inspector suggested I set up a direct deposit from my bank for my bills. I was successful with my gas and water bills, but PEPCO attempted to get paid from the wrong account at my bank, and the bank denied payment. This put me in arrears with PEPCO, and now the company refuses to accept direct bank deposits or checks from me. I have attempted to contact them on several occasions, but there is no way to communicate with a human being. Their customer service number leads to an automated voice that continually responds, "I'm sorry, I did not get that. Can you rephrase?" The web site offers a chatline, but with only limited responses, and it also does not understand English. I just want to be able to pay my bills.

  Business Response

  Date: 10/18/2023

  To Whom It May Concern:
  
  The following is to address **. ******** request to remove the accept no check payment restriction on his electric account in order to pay his bills.

  In August 2023, an Accept No check payment restriction was placed on **. ******** account after two payments were returned within a 12-month period on 7/19/23 & 08/17/23, which is per our established company policy when more than 2 check payments are returned not honored within a rolling 12 month period.    On 10/5/23, prior to receiving this complaint from the Better Business Bureau, records show that the Accept No Checkpayment restriction was removed as a one-time courtesy.   

  On 10/11/23, an electronic payment of $200.09 was received and sucessfully applied to **. ******** electric account.  We have cancelled the late fees previously assessed for a total of $3.61 and ********************** account currently reflects a credit balance of $-3.61.  ****************** may contact Customer Service at ************ for any follow up concerns.

  Thanks,
  

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

  Pepco Customer Service

• Initial Complaint

  Date:08/31/2023

  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.

  Pepco started sending bills WITH a ***** ****** option included in envelope. As someone interested in not perpetuating the destruction of the world, I opted in. Apparently, this ***** ****** option isn't vetted as actually CLEAN energy and it's a third party company that is unaffiliated with Pepco with variable rates to include TRIPLING (price gouging) rates in a matter of months. Our small family with a row home in DC using moderate to low energy was suddenly pinged with energy bills in the $500 range. Compared with last year/summer, they were way less than half of that. Astonishingly disingenuous and both Pepco and *********** are in cahoots regarding this atrocity.

  Business Response

  Date: 09/14/2023

  The following is in response to the inquiry submitted on behalf of ***** ** ****** regarding the third-party supplier enrollment appearing on their utility bill.  I offer the following information. 
  
  On June 5, 2020, a notification letter was issued to ***** ** ****** at **** ******** ******, NE, Washington, DC ***** that ***** ****** Energy, Inc. was selected as their new supplier of electricity effective June 10, 2020.  The letter also indicated if ***** ** ****** would like to cancel the switch to ***** ****** Energy, Inc. they will need to contact our Pepco Customer Care team at ###-###-#### or ***** ****** Energy, Inc., **** ****** ********* ******, NW, Suite ***, Washington, DC *****, telephone number ###-###-#### (see attached letter).
  
  On September 1, 2021, a notification letter was issued to ***** ** ****** at **** ******** ******, NE, Washington, DC ***** regarding a switch to ******** Energy MD LLC as their supplier of electricity effective September 7, 2021.  The letter also indicated if ***** ** ****** would like to cancel the switch to ******** Energy MD LLC, they will need to contact our Pepco Customer Care team at ###-###-#### or ******** Energy MD LLC directly at *** ***** ******* **** **, Oyster Bay, New York *****, telephone number ###-###-#### (see attached letter).
  
  On November 29, 2021, a notification letter was issued to ***** ** ****** at **** ******** ******, NE, Washington, DC ***** regarding a switch to ***** ****** Energy, Inc. as their supplier of electricity effective December 2, 2021.  The letter also indicated if ***** ** ****** would like to cancel the switch to ***** ****** Energy, Inc. they will need to contact our Pepco Customer Care team at ###-###-#### or ***** ****** Energy, Inc., **** ****** ********* ******, NW, Suite ***, Washington, DC *****, telephone number ###-###-#### (see attached letter).
  
  On August 31, 2023, a notification letter was issued to ***** ** ****** at **** ******** ******, NE, Washington, DC ***** regarding ***** ****** Energy, Inc. will no longer be serving as their electric supplier effective September 6, 2023.  Pepco will service as their supply and deliver of electricity effective September 7, 2023 (see attached letter). 
  
  Deregulation bylaws prohibit Pepco from discussing supplier related inquiries, policies, cancellations, enrollment practices including supplier charges, changes, and/or fees. ***** ** ****** concerns related to their former electric supplier ***** ****** Energy, Inc. and ******** Energy MD LLC regarding the supplier enrollments/cancellation must be addressed with them.       
  
  On August 21, 2023, we issued ***** * ****** an August 2023 bill total amount of $486.91 due by September 11, 2023.  This bill consists of a past due balance of $450.42 minus a payment of $450.42, a Pepco Distribution current charge of $73.02 and a Supplier ***** ****** Energy, Inc. supplier current charge of $413.89 (service period from July 20, 2023, to August 17, 2023).  The next bill period is scheduled to end on September 19, 2023.  On August 31, 2023, we received a payment in the amount of $486.91.
  
  I trust this information will be helpful in responding to ***** * ****** concerns.

  Customer Answer

  Date: 09/21/2023

  [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: they should only use third parties who are legitimate and the problem with this company is their variable rates are equal to price gouging.  The details they provided are disingenuous as to exposing the actual problem.  
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/28/2023

  Type:Sales and Advertising 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 moved out of ************************** Apt *** on November 15, 2022. Before my move out, I had requested that Pepco stop service. Pepco claims to have no record of my request (or any of my requests to stop services at previous residences) and is now billing me for charges accrued by someone else, after I had moved out and requested that service be stopped. I have tried to contact Pepco directly and ***** solutions (they are now sending a collections company after me). I get the run around despite hours of calls. They told me my former apartment needed to confirm that I had vacated. However, when my apartment called to confirm, they said they needed the information from me. Representatives were rude, did not listen, and were unable to help me. One even gave me a fake email address and a phone number that was not in service when I asked to speak to a supervisor. I have attached documents confirming the date of my move out and records of some of my conversations with Pepco.

  Business Response

  Date: 09/18/2023

  The following serves as response to Better Business Bureau complaint #******** for ******************* regarding a final bill balance due for $1,102.60 on previous Pepco account number ending **** for ************************************************************
  
  We have previously spoken with **************** who asserts that she contacted Pepco prior to moving out in November 2022, and has asked Pepco to make an exception and issue a bill adjustment for service from November 2022 to April 2023.
  
  The referenced Pepco account started April 28, 2022 and closed April 13, 2023.  Our records do not reflect prior notification to terminate this account on November 19, 2022; therefore, the account remained active in ****************** name until it was closed April 13, 2023 by way of application of a new party establishing service for the unit.   
  
  In accordance with Pepcos General Terms and Conditions for *************************** in the ******** (GTC), page 12, Application for ***************** paragraph c, Commencement of Service. The applicant shall become the Customer when service commences, and the account shall be maintained in that name and electric service to the premise shall continue to be the responsibility of that Customer until service is terminated or account responsibility is superseded by subsequent application.   In addition, page 32 of **** Discontinuance of ***************** paragraph a, Discontinuance Upon Customer Request, A Customer desiring to discontinue electric service, shall notify the Company at least three (3) days in advance of the date discontinuance is desired.   The Customer is responsible for all electricity consumed on the premises for three (3) days after the date of such notice (unless the Company obtains an actual meter reading sooner than the third day). 
  
  Based on our review and in accordance with the **** **************** is responsible for charges rendered up to April 13, 2023, and an adjustment is not warranted for Pepco account number ending ****.
  
  However, as a courtesy, we will issue a final bill adjustment if her former landlord provides us with a written statement confirming her move out date 11/19/2022 and assuming responsibility for service from 11/20/2022 to 4/13/2023.  This was communicated to her on September 8,2023 in our efforts to resolve this matter.
  
  If **************** is not satisfied with our findings, she may file a dispute with the ************************* in ******** by visiting their website www.psc.state.**.us 
  

  Customer Answer

  Date: 09/21/2023

  [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 it ignores my assertion that I did request for service to be stopped. Pepco's failure to maintain records does not hold me liable. 

  My apartment company has voiced that they will not assume resposnsibility. 

  I am asking you to waive the balance and not continue to pursue collections. 

  Regards,
  
  *******************

• Initial Complaint

  Date:08/24/2023

  Type:Delivery 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.

  In Pepco marketplace advertisement of the product says 1$ after instant rebate of $98.99. How ever when I go to checkout and trying to place the order rebate is not applied and asking for full price. I reached out to customer care almost al 10-15 times and there's no resolution. They always keep on saying we have escalated the issue and we will update you in 24-48 hours and there's no response at any point of time.

  Business Response

  Date: 09/18/2023

  Our Customer Care team may be contacted at ************ to direct the customer concerns regarding the instant rebate.

  Business Response

  Date: 09/22/2023

  Please express our sincere apology to **. ***** for any frustration or inconvenience he may have experienced in his attempts to contact the Marketplace representative to discuss his Nest thermostat purchase and rebate concerns.  Today, I understand ************* a Marketplace representative spoke with **. ***** regarding his thermostat purchase and rebate concerns.  **. ***** was informed, on September 1, 2023, a refund check for $98.99 was mailed to him to resolve the purchase and rebate for $1.00. **. ***** confirmed receiving the check. Should **. ***** have any future Marketplace concerns, he may contact Marketplace Customer Service representatives at ************.  

  Customer Answer

  Date: 09/30/2023

  [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.  But I had to spend lot of time to resolve the issue
  
  Regards,
  
  ******** *****
  
  

• Initial Complaint

  Date:08/12/2023

  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.

  For starters, ever since I set up an account with Pepco in June of this year, I havent been provided with accurate information. I called multiple times in June, and July and was told that my bill had not generated, however at random a few days ago, I get a bill for almost $1,000! WTF! So, I called immediately and was told something different yet again! The representative that I spoke with earlier this week stated that my meter wasnt capturing my electricity usage correctly so the metered needed to be replaced by a technician. The representative then went on to explain that a service order would need to be submitted and no ETA could be provided and if the technician came out to the home and I wasnt present, the service request would be cancelled/and or closed. When I asked why the bill was so high she explained that supposedly the bill wasnt accurate and only included estimated charges since the actual electricity kilowatts could not be determined. Based on my prior experience and considering I have been told multiple things for the past 3 months, I asked for a confirmation as receipt that a service request had been submitted however, the agent advised that there was no service request confirmation and I would need to simply call in and they would be able to see the service request submitted in the system. I REFUSE TO PAY $1,000 when I LITERALLY have a brand new HVAC system and the windows were replaced in my home last year, so there is NO WAY ON PLANET EARTH that my light bill should be this high! PEPCO NEEDS TO ADDRESS THIS ISSUE ASAP or I will be initiating a claim in small claims court, filing a complaint with the Consumer Finance Protection Bureau and the Federal Trade Commission for fraudulent, deceptive, heinous, and erroneous business practices relative to consumers being provided with accurate billing information in lieu of providing an online system that actually information correctly! 

  Business Response

  Date: 09/11/2023

  September 11, 2023

  Dear *** ******,
  

  This letter serves to respond to your concerns about estimated charges incurred to bill for your usage of Pepco’s electric utility service.

  I would like to extend my apologies for the inconvenience experienced throughout the last couple of months regarding the Pepco utility bills generated thus far for your account. There was a
  communication issue with the meter that began before your occupancy date of June 9, 2023, which prompted our billing system to generate estimated readings to bill for usage which complies with COMAR 20.25.01.05 Section E.1. Estimated Bills (Attached):
  

  E. Estimated Bills.
  (1) Estimated bills may not be rendered unless the submeter has been tampered with, is out of order, or access to it cannot be obtained, and in this case the bill shall be distinctly marked
  "estimated".
  

  The communication issue has been resolved with a meter exchange that took place on September 8, 2023, which will now allow our billing system to bill using the actual meter readings instead of the estimations. To determine if the previous estimations were incorrect and overestimated, the system will need time to capture actual readings to calculate a per day average of your actual electrical usage. Once the per day average has been confirmed, your billing will be reassessed, and a determination will take place whether an adjustment to your billing is warranted.

  To allow this process to take place, I have applied a collection hold to your account to prevent any collection activity from being performed until after October 11, 2023. Your account will continue to be billed the duration of the collection hold; therefore, it is still recommended to make payments to your
  account to prevent a large balance.
  On page 2 of your bill under Details of your Electric Charges you will be able to check to see if your meter readings are Estimated (Unavailable) or Actual (which will show the numbered readings).If you have any additional questions or concerns, please advise.
  

  Warm regards,

  Escalated Investigations Representative
  Regulatory Customer Relations
  An Exelon Company

  Customer Answer

  Date: 10/07/2023

  To be fair, it is 10/07/2023 and I still haven't received an updated bill that ONLY REFLECTS the charges I am responsible for! However, a few moments ago I received a bill for the month of October which still shows the estimated charges, plus new charges! I followed the instructions left within the response of the escalation representative who responded to this complaint and the bill I received doesn't show that the charges are estimated. PEPCO also has applied late payment charges even though from operational perspective, it is not my responsibility to ensure that their raggedy meters work properly. So, on 10/09/2023 I will have to call PEPCO again for the thousandth time to determine what amount I am truly responsible for, because in typically PEPCO fashion they are not smart enough or concerned when it comes to customer convenience. When I called last week, I was told that I would need to call on 10/11/2023 because this is when the issue would be resolved and yet tonight a get a bill that is not updated to reflects all of the estimated charges being removed. I also confused on how PEPCO hasn't been sued for lack of cognition, common sense, and unethical business practices especially considering I have called over a hundred times, month over to month to ensure that the meter issue was addressed. At this point, I shouldn't've have to pay anything considering I have been extremely inconvenienced and as a consumer have even instituted new appliances (HVAC + New Hot Water Heater) and had an energy audit completed about a week or so ago to have even more improvements implemented, all so my energy bill will not be so high! And yet, PEPCO cant manage to do one small thing and that's provide me with an updated bill. When I reviewed my new bill it states that the charges from September to October are $91.40 and yet the charges of $1,354.80 and they applied a late payment charge to my account of $20.02! Are you serious? So am I supposed to pay the $91.40 or the $1,354.80? In the interim of me waiting what feels like a lifetime, I applied for the energy assistance program on 09/20/2023 through ******* (Intake Application# **********) however, I haven't received a response relative to receiving assistance from the grant that allows you to receive energy assistance once within a five year period. I'm willing to pay the $91.40 and that's it! The $1,354.80 needs to be dropped because these are estimated charges which I technically am not responsible for paying because they are not accurate considering the meter was not reading correctly during the months of June-September 2023. 

  Business Response

  Date: 10/16/2023

  October 16, 2023

  Dear *** ******, 

  The following is in response to the inquiry submitted by the Better Business Bureau (BBB) on behalf of your concerns of estimated readings. 

  I apologize for the inconvenience experienced however I would like to advise that your account is not in jeopardy of disconnection, and any late payment charges incurred since your service start date of June 9, 2023, will not be waived. 

  Due to the meter not communicating for several months, and being exchanged September 2023, it is important to allow further actual readings to register to ensure the rebill is in line with your actual usage. 

  There is a collection hold on your account to protect your account from collection activity, however your balance will be adjusted before your next meter reading date which is November 1, 2023, and you will be issued a correct bill from your service date of June 9, 2023, to current.  

  Warm regards,

  Escalated Investigations Representative

  Regulatory Customer Relations

  An Exelon Company

• Initial Complaint

  Date:08/03/2023

  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.

  On July 21, 2023, I spoke to Pepco Customer Service to notify them that Pepco took $88.31 from my bank account without authorization and without any payment being due. The customer service representative instructed me to email [email protected] screenshots demonstrating that this amount was taken from my bank account. On July 21, 2023, I provided screenshots of my bank transactions and from Pepco's App clearly indicating the erroneous charge. My email was ignored. I called Pepco Customer Service to check on the status of the refund on July 27, 2023. This customer service representative hung up on me. The second customer service representative transferred me to a sketchy automated message that provided no indication that it was Pepco and asked for my bank account information. The third customer service representative that I spoke to said that Pepco was not processing a refund and transferred me to the Credit Department. The Credit Department did not answer and I left a voicemail. On July 28, 2023, I called Pepco and asked to speak with the Credit Department as I had yet to receive a return call. They refused, but said my refund was being processed and that Pepco would email me to confirm. When speaking to a Supervisor, she said that a Manager would return my phone call later that day, but refused to confirm the refund in writing. No one has called me back. I received an email from Pepco asking for bank statements, but they already have all the information they asked for. I responded demanding Pepco issue a refund as they have all the evidence necessary to prove that they stole this money from my account and they have my account information to rectify this. Pepco has ignored my email. I am now under the understanding that Pepco has intentionally stolen $88.31 from me and is repeatedly refusing to return this money to my bank account. I have filed a Utility Consumer Complaint with the Public Service Commission of the District of Columbia.

  Business Response

  Date: 08/23/2023

  The following serves as response to Better Business Bureau Complaint #******** regarding ****************** request for a refund for an overpayment for the above referenced account.  We regret any inconvenience ****************** may have experienced as a result of this matter. 

  On August 9, 2023, Pepco responded to the DC Public Service Commission regarding the consumers request for a refund.
  **************** was enrolled on AutoPay via Pepco's MyAccount, which is a self-service bill payment option.  The AutoPay payment is scheduled when the bill is issued.  An upcoming scheduled payment may be viewed or cancelled via the Account History page.  Unless the scheduled payment is cancelled by the consumer, AutoPay will process the payment due as scheduled.

  On May 18, 2023, **************** contacted Pepco to close account effective June 27, 2023.   A final bill for service ending Jun 27,2023, was issued in the amount of $88.31 due July 19, 2023.  AutoPay scheduled to process the payment of $88.31 on July 19, 2023.  However, on June 30, 2023, the consumer submitted an online payment of $88.31 to satisfy the final bill balance.  On July 19,2023, the AutoPay payment of $88.31 was processed and resulted in a credit balance of $88.31.   Subsequently, on August 3, 2023, a refund for $88.13 (check number *****) was issued and mailed to the mailing address on file.    

  Subsequent to our response to the DC PSC, the refund check for $88.13 has been paid.

  Customer Answer

  Date: 08/24/2023

  [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: while they have finally provided a check. The business practice of debiting money to satisfy a $0 balance on a closed account is unacceptable. Further to withhold returning the wrongfully debited funds for weeks is inappropriate and can cause real financial damage for consumers from missed payments on other bills. Additionally, the business practice of customer service representatives refusing to provide any updates or even confirmation that the funds would be returned cause significant, undue stress on consumers. Pepco needs to be held responsible for unjustly causing financial and mental health stress on their consumers.

  Regards,
  
  ***************************

• Initial Complaint

  Date:05/02/2023

  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 have called Pepco for over a year now. NOT ONE RESOLUTION! The automatic payment never worked and the payment never went through. All of the representatives were completely incompetent to resolve any real issues. Trying to get supervisor, got hung up, transferred and kicked to voicemail. I am feeling furious at this point. About to share my experience on all social media and potentially file some formal paperwork against this ****. Does your website get built just for displaying purpose or it's supposed to make to function? Are your calling center just there for robotic calls or trying to address real customer issues?

  Business Response

  Date: 06/07/2023

  The following serves as response to Better Business Bureau Complaint #******** received on May 30, 2023.  We regret any inconvenience the customer may have experienced as a result of this matter.  The customers feedback will be shared with leadership for customer service improvements.  Our records indicate on May 2, 2023, the customer cancelled AutoPay and enrolled in Direct Debit as the payment option, going forward.  If the consumer needs further assistance pertaining to this electric account, they may contact our Customer Service team at ************.

• Initial Complaint

  Date:03/15/2023

  Type:Order 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.

  Constant harrassement every day? First I would like to have a worker that us,not illiterate? To understanding reading speaking and comprehending understanding my case? I would appreciate that you not put my case in the hands of a worker that has been told stories? Making him or her think that they are not illiterate toward the english language? First of all I would like for this company to be vigorously thoroughly and seriously investigated? As to howzwhy and when my personal information was aquired? Obtainned? Compromised? Sold? I also would like a official apology? I also would like to view and see to it that my personal information are permently deleted? I also do not EVER EVER EVER want to EVER EVER HEAR FROM THIS COMPANY EVER AGAIN!

  Business Response

  Date: 04/11/2023

  The following serves as response to Better Business Bureau Complaint #******** received on April 7, 2023.  We regret to hear of the customers experience as described in the customers statement of the problem.
  We provide electric service to customers in the Pepco region which includes District of Columbia and Maryland.  A review of our records does not indicate we made any recent outbound calls to *** ****** regarding his electric account.   However, if *** ****** needs assistance pertaining to his electric account, he may contact our Customer Service team at ************.

  Customer Answer

  Date: 04/12/2023

  [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 see that you are either ignorant or need more education and  either are trifiling and lazy and do not care to do your job? I will not low rate myself because you can not read! I put everything in my complaint? And  like I have long have said many times? Do not pass my case to a worker that us illiterate and ignorant and can? Not read or speak? Or comprehend english? You will only seek to INFURIATE me more? What I can not understand is knowing that? You are illiterate to understanding and reading english and my case why would you even take my case? You need to pass my case to some worker who fully can comprehend english? Instead of wasteing my time with your ignorance! Peace
  
  Regards,
  
  ***************************