Pennsylvanian gets $12K utility bill after months of silence — and thousands more in the state face problems
'There's no way,' she recalled thinking to CBS News Philadelphia in a story published May 30. It was the first utility bill she had seen in months and much higher than anticipated.
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Brown says she called PECO after not receiving a statement in August and was told the company had trouble accessing her bill. She continued to seek answers and tried to make partial payments in the meantime, but felt her concerns weren't being taken seriously.
As it turns out, Brown wasn't the only PECO customer to experience billing problems.
Ann Palladino of Whitemarsh Township also reached out to CBS News Philadelphia about her PECO billing problems, and says she'd gone nearly a year without receiving a bill.
'My daughter told me to contact you because she was tired of me complaining about it,' Palladino told the local broadcaster. 'For people who are used to having their bills fully paid and on time, it's disconcerting'
PECO confirmed to CBS News Philadelphia that up to 8,000 customers have been impacted by billing glitches since last year after the utility company transitioned to a new billing system. PECO admitted it has not been able to explain why certain accounts were affected, but says it has taken steps to fix the problem, including hiring more staff and setting up an email address dedicated to billing complaints.
'Many of these issues have been resolved, and we continue working daily to address remaining concerns,' a company spokesperson told the broadcaster.
Even so, frustration is mounting. The Southeast Delegation of Pennsylvania House Democrats sent an open letter to PECO accusing the utility of not acting quickly enough to solve these problems.
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CBS News Philadelphia reports, after it got involved, that PECO determined Brown's shocking balance was caused by a meter programming error that calculated her usage incorrectly. The company corrected her bill and waived late fees, reducing the total balance to around $900. Brown is now on a payment plan. Palladino told the broadcaster she started receiving statements for previous months, but her bills were not yet current.
Brown says PECO should have been more proactive and forthcoming about its billing problems.
'They should've notified the customers they were having a billing issue,' she said.
If you're a PECO customer — or dealing with a billing error from any utility — here are steps to protect yourself:
Document everything: Save your bills, note when they stop arriving or if you feel there's a major error, and keep a log of your payment history and any communication with the utility company. Write down the time and what you discussed in phone calls, and try to reach out by email so there's a paper trail.
Contact the utility right away: For PECO customers, use the dedicated email (PECObilling@exeloncorp.com) and ask for a written explanation. Make sure to document any attempts at communication, whether you reach someone or not.
File a complaint: If you're not getting a resolution, file a complaint with the Pennsylvania Public Utility Commission or your state's equivalent.
Contact your local representative: Sometimes outside pressure makes a difference. Your county commissioner, mayor or other lawmakers may be able to help. Local media might also be interested in telling your story.
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This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
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