The Pennsylvania Public Utility Commission (PUC) announced this week that it is conducting an investigation into the circumstances surrounding unusually high bills recently received by customers of PPL Electric Utilities (PPL).
The PUC will also examine the accuracy and integrity of PPL’s billing practices.
“The matter has been referred to the PUC’s independent Bureau of Investigation and Enforcement for investigation, which enforces the state public utility code and PUC regulations,” a PUC statement said.
PPL serves 1.4 million customers in 29 Pennsylvania counties. In December, an 18 percent rate increase went into effect, but PPL customers saw their bills more than double in some cases, according to media reports. It amounted to hundreds of dollars in unexpected expense in many households.
Company Apologizes
PPL President Steph Raymond released a letter this week apologizing for billing issues and a poor response.“If you received an estimated bill or have had difficulty reaching our call center, I apologize. Simply put, you deserve better, and we are committed to regaining your trust,” Raymond’s letter said. The company is adding more phone agents to answer calls and reduce wait times.
“While estimated billing and higher prices are unrelated, together they have fueled a sharp increase in customer calls,” the letter said.
A technical issue prevented PPL from billing for actual electricity used, so the company estimated the December/January bills. The estimate was based on each customer’s historical use, the company said, yet customers received bills costing hundreds of dollars more than usual.
In the letter, Raymond said the company has resolved the technical issue that resulted in many customers receiving an estimated bill.
Those who received estimates based on historical usage have either already received a corrected bill with actual usage or an adjustment on their next monthly bill.
The company will not shut off power to residential and small-business customers for nonpayment through March 31. It is waiving all late fees in January and February, and PPL is offering payment plans and assistance programs that can help if customers are struggling to pay their electric bill.
PPL also advises customers to shop around for the best electricity supplier.
“Energy prices have risen sharply over the past two years. If you do not shop and receive electricity supply through PPL Electric Utilities, you may have already noticed the December 1 increase in the default rate for electricity supply,” the letter said.
The default rate is PPL’s cost to buy power for customers who don’t shop for their own electricity supply. This rate is determined through a competitive bid process approved by the Pennsylvania PUC, and is passed along to the consumer at no profit to PPL, the company said in the letter.
Any overpayments will be reconciled on the next bill, the company said.
Consumers who believe that PPL has not addressed their issues or believe that the utility has not responded appropriately to their situation should contact the PUC’s Bureau of Consumer Services (BCS) at 1-800-692-7380.
Additionally, consumers who are unable to reach PPL agents or do not receive a response from PPL should contact BCS to report those issues, the PUC said.
