Complaints

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

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• 

  FirstEnergy Corp.

  76 S Main St Akron, OH 44308-1812

• 

  FirstEnergy Corp.

  1910 W Market St Akron, OH 44313-6938

• 

  FirstEnergy Corporation (Cleveland Area)

  6200 Oaktree Blvd. Independence, OH 44131

• 

  Ohio Edison

  420 York St Springfield, OH 45505

• 

  Allegheny Energy Inc

  5404 Evans Rd Erie, PA 16509

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:07/21/2025

  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.

  ohio edison is charging me more for one month then anyone else. tring to say i used a 1000 kws of electric and there is no way. i am a disabled veteran and by myself there is no way i used that i never use more the 600 kws it even shows that on my bill and we had 2 power outages in july that was out for 6 hours or more.

  Customer Answer

  Date: 07/21/2025

  I did talk to someone claiming they was with the electric company and then they said o yeah edision . but they claim everything is tight they even had me read the meter settings to them and stated they would send someone out to check meter but  they tried to say i had to add another appliance to use more electricity but i been here a year now had have not added anything and my lights dim in and out since outage in end of june first part of july. i know i did not use 400 more kws of electricity this month. but they will check meter. 

  Business Response

  Date: 07/23/2025

  Hello,
  

  On 6/17/25, the customer enrolled with Energy Harbor, LLC.
  Letter issued and is attached, no return mail.
  

  On 7/22/25, a bill issued for the current charges of $169.79
  ($86.87 Ohio Edison plus $82.92 supplier charges, Energy Harbor LLC due by
  8/12/25.
  

  On 06/18/25 , the customer contacted company regarding bill
  from 05/17/25 to 06/17/25 (Actual) for $116.57 stating the bill is too
  high.  reviewed usage and offered to
  complete a Customer billing analysis but it was declined Representative offered
  energy saving information (Customer declined). 
  

  06/18/25 - Customer contacted company regarding bill from
  06/18/25 to 07/17/25 (Actual) for $169.79 stating the bill is too high.  reviewed usage and offered to complete a
  Customer billing analysis but it was declined Representative offered energy
  saving information (Customer declined). 
  The customer requested a meter test. Per request, an order was sent to
  have the meter tested. The order is pending on the account. Once the meter has
  been tested, a letter will issue to the customer advising of the meter test results.
  Please note: When a meter ages it stops working as well as
  it did when it was new, as with anything that ages, and stops capturing all of
  the usage flowing through the meter. As a result, customers would start getting
  lower billings, not higher. When a new meter is installed, it is new and
  working to its full potential, so will be capturing all of usage.
  

  Please see usage history attached. Please note the customer
  established service in their name effective, 5/15/24. Usage is in line with
  last year’s usage.
  

  An increase in the electric bill does not necessarily
  indicate the bill is incorrect.  The
  utility is responsible for the meter equipment and meter readings.  The utilities responsibility ends with the
  meter.  The customer is responsible for
  the efficient operation and maintenance of all household appliances and
  equipment.  There are several conditions
  that can impact on customer usage.  For
  example, December, January and February are traditionally higher gas and
  electric usage months due to customers heating their homes.  Similarly, June, July and August are high
  electricity months due to the added use of air conditioning and fans to cool
  the home.  Customers may want to perform
  a breaker tester or contact a local electrician to have an energy audit
  completed on their home to assist in determining what appliances or areas of
  the home is contributing to the most usage.   
  Please see the attached account statement detailing billing
  and payment history.
  

  Something the customer can keep in mind going forward if the
  bills continue to be higher this winter is setting up the Equal Payment Plan
  (EPP). If the customer would enroll on the Equal Payment Plan, they are billed
  one-twelfth of their annual estimated usage each month. The account is reviewed
  quarterly, and the monthly payment amount is adjusted, if necessary. On the
  anniversary month, the difference between what they used and what they paid
  will be due or credited to the account. The account is reviewed annually to
  adjust the monthly budget amount for the next year. If the customer would like
  to set up the EPP, please advise them to contact the company and request
  enrollment. Ultimately, we cannot advise you exactly why the bill is higher
  than the customer expected. We are only able to bill the account based on the
  difference between the previous and current month’s meter readings. For a
  further usage analysis, we would advise that the customer complete our Home
  Energy Analyzer. Although we cannot explain exactly what is using this amount
  of energy, they can receive a customized home energy audit which is designed to
  help the customer save on energy cost. Simply, log onto our website,
  ***********************, and click the "Usage History" tab located on
  the left-hand side of the screen. A graphic link will then be available for the
  Home Energy Analyzer towards the bottom of the page. This helpful tool will
  analyze the customers’ home’s usage to find out how to make it more energy
  efficient.
  

  Thank you.
  Ohio Compliance Team

  Customer Answer

  Date: 07/23/2025

   I am rejecting this response because: I never rejected anything, i told them to have the exact same appliances as last year and last year was hotter and ran Ac longer but i have not been running ac much in july and my electric usage is 1000 kws and i never use more than 600 to 700 the most I TOLD THEM TO LOOK AT MY BILL FROM NOW TO LAST YEAR AND THEY REFUSED AND JUST TELLING ME I HAD TO USE THAT MUCH AND I KNOW I DONT AND THEY SAID THEY WOULD SEND SOMEONE OUT TO CHECK METER BUT THEY JUST PUT IN A NEW DIGITAL ONE AND LEFT. BUT I NEVER REFUSED ANYTHING THATS A LUE ON THEIR PART! 
  
  
  
  

  Business Response

  Date: 07/23/2025

  An order is pending on the account for the meter to be tested. This order was sent on 7/21/25, FirstEnergy has 21 days to test the meter and provide the results to the customer 1. If the accuracy of the meter is found to be within the tolerances specified by Chapter 4901:1-10 of the Ohio Administrative Code, the test fee may be charged, except for the first test at the customer's request during the period specified. Once the meter has been tested the results will be sent to the customer via mail. 

  There was a slight increase of an average of 35 kwh used a day however, the average daily temperature was 77 degrees from 6/18/25 to 7/17/25 vs. an average of 21 kwh used the previous month with an average temperature of 62 degrees from 5/17/25 to 6/17/25. The increase in temperature can cause an increase in usage. 

  Thank you,

  Ohio Compliance Team

  Customer Answer

  Date: 07/27/2025

   I am rejecting this response because:First of all I did not request the meter to tested, checked or charged out, that was First energy who decided to do that so thats on them. I am disputing the amount of KWS use 1000 . no way a single person like me can use that muxh. And no matter how hot it is i am not running ac or anything allday long! THEY have been overloaded my house with power to cause this to happen Cause my lights fliker and anything plugged in flikers. i have use the same things in my home for last 7 years and never use more the 500 to 600 kws . nevertheless they took it apon themselves to test the meter do i beter not get charged ! they also put magnets on neighbors meter to slow their dial i seen them take it off! they kicked up my voltage to the house tring to burn it up thats why the KWS are high  it was twice as hot ladt year and i ran 2 ac and never whet iver 600kws. This is all on them. THEY ARE LIERS PERIOD! 
  
  
  
  

• Initial Complaint

  Date:07/16/2025

  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.

  On July 8, 2025, I emailed FirstEnergy to change information on my account. I needed to change the name on the account. The account was under my ex's name but all the payments were under my name and I have lived at the address since 2021. The automated email said I would receive a reply in 2 days. I then received an email on July 14, 2025 stating I just need to use the transfer service option. I had attempted this in the past amd it would not allow me it kept saying error. I went ahead and selected start a new service and was going email with follow up questions. On July 15 they shut off my electric with no notice or warning. Their explanation of this was my email on the 8th was me asking to terminate my service and I should have assumed I needed to start a new service. My email and their response did not imply or state this at all. When asked if they could turn on my electric they stated they would have to wait until the following day. When asked about compensation for groceries in the fridge and 2 freezers that would go bad due to no electric, one employee said they would give a form to seek compensation but then the next employee stated they would not because it was my fault. Again they had my email and phone and did not notify me of the power shut off nor did they knock or leave a note on what was going on.

  Business Response

  Date: 07/18/2025

  Good morning, 

  07/04/25 - The Current Customer (******* ******) utilized the FirstEnergy website and processed a move out of the location effective 07/08/25. 

  07/14/25 - Email from ****** ******: " Text: Hello, my ex moved out and the account was in her name. Can I get it transferred to my name and the email listed in this. Thank you."

  Company's Response: " Thank you for your inquiry. Due to an increase in customer emails, our response times have been delayed. We regret this delay and are happy to assist you. Our records do not show a request to start the service. If you applied for service online, you should have received an email that looks something like this. “FirstEnergy has received your inquiry and will respond within two business days. If at any time you need to contact us about this request, please reply to this email and include the request number ********** in the subject line. “Please reply with this number so that we can review your request. If you cannot locate this email, please visit our online portal at
  ************************************************************************ to restart the process. You can then reply with the "**********" and we can expedite your transfer request. Thank you in advance."

  07/15/25 - ****** ****** utilized the FirstEnergy website and processed a move in effective on 07//16/25. 

  07/15/25 - ******* ******* (Partner) contacted the Company and stated that a request to start service was submitted online a couple weeks ago, the caller had no reference number that would have been given if an application was submitted online. The caller stated that services were disconnected today, and they want service in their name today. The caller wanted to have service in their name today.  The representative checked with a supervisor and since there was no reference number showing an application was submitted online, the service would be restored next business day.  The caller requested to speak to a supervisor. The representative placed a request to have a supervisor contact them back. 

  07/15/25 - A supervisor attempted to call the customer back as requested.  There was no answer from the customer. 

  07/16/25 - ****** ****** contacted the Company regarding the status of the reconnection of service and a supervisor call back.  The representative advised him that a supervisor did attempt to call them back as requested and did not get an answer.  The caller requested to have another request for a supervisor call back placed.  The representative submitted the request. 

  07/16/25 - A supervisor contacted the customer back as requested. The supervisor noted that there had seemed to be some confusion on getting the account into ******** name. The previous account holder was the boyfriend's ex-wife, and she had submitted a request online to have the account closed out of her name on 07/08/25 but neglected to submit a request to put service in ******** name immediately following which caused the service to be disconnected due to no new applicant had applied.  The supervisor confirmed that the service would be restored on 07/16/25.  The customer asked about filing a claim, regarding food loss from the power being out.  The supervisor explained to them that there was no claim entered, but with this not being a Company error, we would not pay damages caused by the power being out. The Company had received a request to close the account on 07/08/25 and there was no request to start service in anyone's name therefore power was disconnected. 

  07/17/25 - Email from Customer: " I would like to file a complaint."

  Company's Response: " Thank you for contacting us. We would be happy to help. However, additional information is needed. Please reply back to this email in detail with how we can assist you. Once we receive this information, we can determine how to help you best. Thank you in advance." 

  There was no further communication from the Customer. 

  As shown above, the previous Customer went online and submitted a request to end the service effective 07/08/25. There were no new applications to start service at the location at this time.  On 07/15/25 service was disconnected. On 07/14/25 there was an email sent (shown above) from ****** ****** inquiring about how to put service in his name.    On 07/15/25 ****** ****** requested service be place in his name and service was placed in his name effective 07/16/25 (next business day).  On 07/16/25 A supervisor explained to the Customer this and that this is not Company error and therefore damages for any food loss would not be paid.  

  Have a great day 

   

  Customer Answer

  Date: 07/19/2025

   I am rejecting this response because:
  
  
  I again provided proof that I initially sent an email on the 8th, not the 14th and did not receive a response until the 15th. The email response did not mention the service would be disconnected nor the termination of the service. As still the current resident there was no form of notice, in person, mail/ note, phone call, or email, advising me of the power shut off (reference **** ************ | Disconnection procedures for electric, gas, and natural gas utilities. From the Ohio Administrative Code) I was home during the shut off and they also had the opportunity to notify me via email in the response they gave 7 days after I initially emailed them. 

  Business Response

  Date: 07/21/2025

  Good afternoon, 

  I understand the confusion; however, you would not have received notice about the service being disconnected because the previous customer ******* ****** requested services to be taken out of her name effective 07/08/25, and since no one had signed for service, the Company disconnected the service on 07/15/25.    Any email that would be sent to you regarding starting service would not advise you that the service would be disconnected.  The Company decided after 6 days of not having a new customer signed for service went out and shut it off.  Once a customer makes a request to end service the service can be shut off any time after that date.  Had you been the customer of record and was terminated for nonpayment, the Company would have issued a disconnect notice as part of the bill and would had attempted to contact you, however, since the service was not terminated for nonpayment that would not take place. 

  As previously stated, there was no reference number to show that you had applied for service.  The email response from the Company on 07/14/25 advised you that due to an increase in Customer emails, our response times have been delayed.  We regret this delay. The response also advised you that our records do not show a request to start service for this location. The response also gave you an example of what it would have looked like had you received an email, and it would have provided you with a ********** number to use for reference so if you contacted the Company via phone someone could look up your request. 

  We are sorry for the inconvenience, however, this is not Company error and therefore if a claim is filed for the loss of food, it would be denied.  At this point, there are no claims filed for any loss of food on your account. 

  Have a nice day 

• Initial Complaint

  Date:07/16/2025

  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.

  Put in request April 14th to have electrical service at my property. It is now 60 days and according to the technician that showed up i need a new transformer before they can hook it up. It has been over 2 weeks and nothing has been done to get a new transformer. I am a disabled veteran and I need consistent electrical power for my breathing equipment. I have been using a solar panel to power my Jackery so I can use my breathing equipment at night.Please help.

  Business Response

  Date: 07/25/2025

  Upon receipt of the customers case the regional office was notified to obtain an update on the schedule for when the customers work was scheduled to be completed.

  In response to the customers concerns I have been notified that the company had completed all the work and connected the electric service to the customer as of 7/21/2025.

  We appreciate your patience as we worked to get the service completed.  It is a very busy time of year for new construction and new services and customer repairs.
  
  Best Regards,

  Customer Answer

  Date: 07/25/2025

   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.

• Initial Complaint

  Date:07/16/2025

  Type:Product 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.

  I have opted out of the smart meter and have been charged the fee. I made the change 6/26/25 and my meter has not been replaced. Any attempts to contact the smart meter team has been unsuccessful and a maze of hours of waiting on hold. Today I was able to contact ******* (*******) and he said there was a Smart Meter Replacement Work Order ticket (***********) open but with no updates or time frame for completion. He stated there was no one who has that information and no one to transfer me to. He also stated that his direct supervisor was not available to hand the phone to.I have been charged for a physical work service that has not been completed, and soon I will be charged a monthly fee for an installed item I do not possess. A company this size must have a dispatch team that handles the uninstallation and replacement of the smart meter. I will not allow **** to initiate work, service, or maintenance charges to a customer for product or services that have not been completed with no timeframe or contact details.

  Business Response

  Date: 07/18/2025

  The smart meter was removed from the property on 6/26/25 and an analog meter installed. The request to remove the smart meter was submitted on 6/25/25. Customer was advised the meter has been exchanged already on 7/16/25. 

  Customer Answer

  Date: 07/18/2025

   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.

• Initial Complaint

  Date:07/15/2025

  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.

  Taken by phone staff CM.  Consumer states that he called business on 7/14/25 because he has not gotten a bill in 1 year.  Consumer states they have been billing him electronically through email and he states he pays all bills by check.  Consumer states they sent him a bill for the total amount of $1400, but he can't get ahold of a representative to work out a payment options.  He has received a notice of shutting off and pulling the meter to be done on August 1st.

  Business Response

  Date: 07/25/2025

  Good morning, 

  As a matter of background: 
  
  On 04/30/96, ****** ********* obtained service at this address. 
  
  On 08/27/24, the Customer utilized the FirstEnergy website and registered the account online with the mail of *************************.  This occurred when the Customer went online to report no lights at the property and put in to be alerted at this email with any outage updates. 
  
  On 07/14/25, the Customer contacted the Company and stated he has not received a bill since 08/28/24. The Customer claimed he did not sign up for EBILL. The Customer states he is refusing to pay any past due balance due this issue.  The Customer requested a supervisor call him back.  The representative placed a request for a supervisor to contact him regarding the issue. 
  
  On 07/14/25, a supervisor attempted to contact him back as requested. The supervisor was not able to speak with the Customer, therefore, left a voicemail advising him that EBILL has been removed from his account, and he should start receiving paper bills. The supervisor also placed a 30-day hold on the account until 08/13/25. 
  
  On 07/14/25, the Customer contacted the Company regarding the account.  The representative offered to set the Customer up on a payment agreement, the Customer declined. The Customer wants to have the entire bill reversed.  The representative advised him that we cannot do that, that he used the electricity and is responsible to pay it.  The Customer agrees that he used the electricity but feels he should not have to pay for it.  The Customer requested to speak to another supervisor.  The representative placed a request for a supervisor to call him back. 
  
  On 07/15/25, a supervisor contacted the Customer back. The supervisor offered a payment agreement; the Customer declined the offer.  The Customer stated that he is only willing to pay for the past 2 months.  The supervisor advised him it shows that someone went online to register the account. The Supervisor advised him that the only thing we could offer is a payment agreement to spread the balance out and again the Customer declined. The Customer admitted he used the electricity; however, he was not going to pay anything more than the last 2 months of bills.  The Customer requested the last 2 bills be sent to him, the supervisor processed the request.   
  
  On 07/23/25, the customer contacted the company and requested to have the balance except for the past three months to be removed from the account. Customer spoke to a supervisor who advised we would not do that, the customer used the service, which needs to be paid for. The last payment was on 08/31/25 of $168.08. The supervisor set up a 24 month agreement on the balance ($1221.87) for the customer of $50 monthly plus current charges. 
  
  As a courtesy we have waived the late payment charges that accrued since 10/09/24, totaling $85.08. 
  
  

  Thank you, 

   

  Compliance

• Initial Complaint

  Date:07/11/2025

  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.

  West Penn Power need to cut down and trim trees around and on our property. We received notice via a paper on our door that the work would start immediately, and it did. The paperwork states that wood chips would be blown into the woods. The trees, branches and debris have been building up for three weeks now and have not been chipped or shredded. We cannot see safely pull out of our driveway. I've almost been hit twice now by oncoming vehicles. I have emailed and called West Penn Power and I have called the number on the paperwork that was left on my door. The tree trimmers come back daily just piling everything up. This is a major safety concern. It is not that the tree trimmers are not working, they are not taking care of the safety concern. If anything, they have made it worse.

  Business Response

  Date: 07/17/2025

  Company records show the customer has contacted the company and their concerns have been forwarded to Vegetation Management.

• Initial Complaint

  Date:07/09/2025

  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.

  uploaded document explains the nature and scope of the problem

  Business Response

  Date: 07/25/2025

  Following a site visit, the company has confirmed that the design and placement of the pole meet our established standards. Therefore, the pole will remain in its current location. We understand and acknowledge that the customer is dissatisfied with this decision.

• Initial Complaint

  Date:07/09/2025

  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.

  Toledo Edison has a convenience fee that went into effect in January.. The fee is 50 cents every billing cycle... there is no convenience for the consumer's I pay through my checking account the same way I always have. It's not fair to charge me 50 cents to pay my bill.. and then to call it a convenience for me?? There should be some honesty and they should call it a processing fee... I can't even make a cash payment anywhere in person? This is unacceptable for Toledo Edison, and just another money grab by using an outside vendor to process our payments..

  Business Response

  Date: 07/10/2025

  Good morning, 

   

  As a matter of background: 

  09/04/12 - **** ***** obtained service at this address. This is an electric heating residence. 

  07/09/25 - The Customer contacted the Company regarding the processing fee for making a check payment and requested a supervisor contact him back.  The representative placed the call back request for the Customer. 

  07/9/25 - A supervisor contacted the Customer back as requested.  The supervisor provided him with alternative payment options, i.e. payment agencies although they may also assess a fee, through online bill pay service through his financial institute or mailing in the payment. The Customer wanted to file a complaint, and the supervisor provided him with the information for PUCO. 

  As of January 8, 2025, bank account (ACH) payments transitioned to a new electronic payment processor, ACI Worldwide.  There is a new service fee of 50 cents for customers who make one-time payments with a bank account (ACH), this fee is not assessed nor retained by the company, it is charged by the third-party payment vendor. 
  
  We launched a comprehensive communications campaign that included emails, a residential bill inserts, web stories, FAQs and notifications on FirstEnergy’s website, and social media posts over several months in 2024 to let customers know of this upcoming change. 
  
  Customers can enroll in AutoPay Payment programs to avoid service fees charged by the third-party payment vendor. These programs help ensure customers stay up to date on their electric bills while avoiding service fees.

  The Customer can also set it up through his bank with the bank bill pay or mail in a check payment. 

  The Customer can also make cash payments at local payment agencies as shown below. 

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

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

   

  Have a nice day 

• Initial Complaint

  Date:07/09/2025

  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.

  I need to know why I’m being forced to pay my ex’s debt that she accrued living at this address associated with the account. We were not living together, I took control of the the property this week to find out she has an almost 3000$ bill. I need to know why I’m not allowed to put this in my name. Also, she was having her bill subsidized. If that’s the case, I want a 10$ a month bill too. It’s funny how you guys pick and choose who you want to screw. I also need to know why she was aloud to rack up an almost 3000$ bill. The average person gets there shit shut off after the 2nd month of not paying. Why was she allowed to do this?? And why am I being forced to pay someone else debt.
  
  I paid almost 500$ to keep my shit on. When she gets it for 10$. But then she doesn’t pay that and you say I’m responsible. Why??
  
  I’m filing a complaint with every state resource I can.
  
  My phone num is **********. By all means tell me why.

  Business Response

  Date: 07/18/2025

  
  Good morning, 
  
  As a matter of background:
  *********** ***** had service at this address, **** ****** ***** ***** ****, until 02/14/23 when ******* ***** placed service in her name. ********** ***** has an outstanding final bill balance from that address. Bill is attached. 
  
  *********** ***** has not obtained service elsewhere after service ended in his name. 
  
  The account in ******* ****** name was enrolled in PIPP at $10 monthly until 04/06/25 when she was from the program for not being current. 
  
  The June bill in ******* ******* name detailed the past due of $2592.46 and the current of $74.19 due 07/02/25, for a total amount due of $2666.65. A disconnect of $2592.46 due by 07/02/25 was also detailed.
  
  The July 10, 2025, bill detailed the past due of $2606.65 and the current of 134.97 due 07/31/25, totaling $2741.62
  
  On 07/08/25, *********** ***** contacted the company regarding the disconnect notice and claimed that he and ******* were separated, that she no longer resided at this residence, and that he wanted service in his name. The representative ran Accurint, an outside information system, which details *********** ***** at this residence the entire time. The representative advised the company would not change the name on the account to avoid debit. Mr. ***** was offered a payment agreement with a down payment of $418.98 and the remaining balance split into a 9 month payment agreement. Mr. ***** made payment of $418.98 and a 9 month agreement of $256 monthly plus current on the remaining balance. 
  
  As stated above, *********** ***** has not obtained service elsewhere after service ended in his name, the account in ******* ******* name has a large balance, and Accurint details Mr. ***** at this residence the entire time. If Mr. ***** is claiming that he has not resided at this residence the entire time, then the company will need proof (copy of lease in his name from new address or copy of utility bills in his name from new address) on where he resided from 04/14/23 to 07/08/25. 

   

  Thank you, 

   

  Compliance

• Initial Complaint

  Date:07/02/2025

  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.

  We have not received a bill in 3 months and finally received one only a few days ago to say they are turning the electric off. They did so today in 90 degree heat leaving animals and my old sick father , that can barely see or walk stuck in a hot house. I tried one of the Akron sites as well as headquarters and not one person would help. He can only pay about half the bill currently and I do help, but, I have been on medical leave for 7 weeks and have not had any income. All of which I also explained to representatives and supervisors. They would not help at all in the immediate, my opinions are to pay the bill or get some sort of health form from the Dr. which could take a week at least! This is a despicable and unethical way to " help" the elderly when they are at least making an effort to pay. If my father and/or my animals end up in the hospital or DIE this will be a bigger issue.

  Business Response

  Date: 07/03/2025

  Good morning, 

   

  A matter of background: 

  12/30/15 - ****** ****** obtained service at this address.  Bills are being mailed monthly to the address on file of *** ******* *** ******* ** ****** No returned mail.  The Customer might want to check with the Postmaster. 

  A bill was issued on 05/09/25.  The bill included past due balance of $171.85 and current charges of $98.97 due on 05/30/25, for a total amount due of $270.82. A disconnect of $135.64 due by 05/30/25 was also detailed. A copy is attached.  

  05/28/25 @ 10:04am - The Company attempted to contact the Customer by phone.  Sit Tone/Invalid Phone Number

  A bill was issued on 06/10/25.  The bill included past due balance of $$270.82 and current charges of $123.95 due on 07/01/25, for a total amount due of $394.77. A disconnect of $234.58 due by 07/01/25 was also detailed. A copy is attached.  

  06/27/25 @ 10:04am - The Company attempted to contact the Customer by phone. Sit Tone/Invalid Phone Number

  07/01/25 - The Customer utilized the FirstEnergy website and was advised through the self-serve Credit interaction option that a disconnect amount of $234.58 was due to prevent disconnection. 
  
  07/02/25 @02:12pm - Customer's service was terminated for nonpayment.  A post termination notice was left at the property.   

  07/02/25 - ****** ****** (daughter) contacted the Company regarding the termination of service. The representative went over the balances for restoration and advised the customer that $269.58 (disconnection amount $234.58, reconnection fee $35.00) was required to be paid for restoration. The customer stated that they have not received a bill in two months and that she is upset service was turned off. The Customer stated that she does not have the money to pay.  The representative offered to send a medical certificate to the doctor due to her father's health condition, and she declined. The representative offered agency assistance programs, customer declined. The representative sent copies of the bills from 01/25 to current. She stated that she was going to walk into the main campus at Akron HQ for FirstEnergy and make a scene if she does not get the help she needs.  The Customer stated she was going to contact his lawyer and the news station if the service was not reconnected ASAP. The representative assumed she was on the campus at the time of the call as she disconnected the call when security turned her away. The representative reported the call to security.  A request for a supervisor to contact the customer back was also placed. 

  07/02/25 - ****** ****** (daughter) drove past the security gate and entered the FirstEnergy HQ and requested to speak to someone about her account.  Security turned her away and advised that she would need to contact the Customer service center and speak to a representative on the phone. 

  07/02/25 - A supervisor contacted Amanda Ballew (daughter) as requested. The supervisor advised her that if she is unable to make a payment to restore service, she does have the option to use a medical certificate to restore service due to a medical condition in the house. The supervisor other than that, to restore service with a payment would be $269.58. The Customer stated that she can pay $200.00, and the supervisor advised her that she can take the payment but in order to restore service she needs to pay the $269.58 or again can use a medical certificate to restore service. The customer stated she would be contacting her lawyer and the news station. 

  As stated above, the Customer has the option of paying the required amount of $269.58 to have service restored.  If the customer is unable to make the payment, they can contact the Company and provide a fax number for a medical certificate to be faxed to her father's doctor and once received will have service restored within 24 hours and being that there is a smart meter at this location can be as soon as 30 minutes.  The medical certificates are worked in the order they are received so the sooner it is received the sooner the power would be restored.  

  As shown by the statement of account, the last payment received on the account was on 04/16/25 for $250.00. The balance is an accumulation of unpaid bills and insufficient payments. The Customer is making payments however not monthly as required. 

  Have a nice day.