Complaints

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:07/01/2025

  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.

  I installed solar panels on my property in order to reduce my electricity bill. After installation and activation, PECO is to give me credit on my energy bill for the energy been produced by the panels. The panels were installed back in February 2025 and as of today no credit has been received. Now, my electricity bill is higher than before, as I need to pay $200 to the company that installed the panels and another $256 to PECO on a monthly basis. So, from $256, the bill is now $456.00. I reached out to PECO back in May/25 and their response was it will take 4-5 billing cycles for the credit to show in my bill and that someone will be reaching out, but so far nothing has happened.I will appreciate any help you can provide. Thanks,**** *******

  Business Response

  Date: 07/02/2025

  Mr. *******,

  Company records reflect that an email was sent to you on 6/10/25 informing that your account was updated to reflect the solar status, and a bill escalation was submitted to rebill your account to reflect solar production dating back to 2/10/25. You may contact ************** to inquire the status of the rebill. Thank you.    

  Customer Answer

  Date: 07/03/2025

  [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:06/28/2025

  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.

  ****'s website has been down for a very long time. Customers can't view their billing information but conveniently PECO still allows for payment. They need to fix their website. Anyone who clicks the following address just gets a continuously loading web page - **************************************

  Business Response

  Date: 07/02/2025

  Mr. ********,

  To date (7/2/25), the website is not down. Company records do not indicate that you have contacted the company to assist with trouble shooting the issue that you are experiencing. With the exception of this Friday 7/4/25, please contact customer service Mon-Fri *******. A representative can assist you with obtaining online access and submit a website ticket if needed. Thank you. 

• Initial Complaint

  Date:06/27/2025

  Type:Customer Service 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.

  PECO stopped by our home sometime last week and said they needed to raise our gas meter slightly higher above the mulch. My husband told them that any day was fine except Tuesday, and they agreed to plan for Wednesday.After that, someone came out and marked up our propertytheres spray paint on the street and flags placed all around our property, up on our lawn, everywhere. But no one ever showed up this week to complete the work, and weve received no communication or update of any kind.Our property has been left in this marked-up state for no reason, and it looks terrible. If PECO doesnt come out promptly, we will remove all the flags ourselves.

  Business Response

  Date: 06/30/2025

  Ms. *******,

  Normally, once the markings are completed, the work is supposed to be conducted within a 2-week period. It is possible that the work was delayed due to the recent storm activities that occurred which pulled resources from planned/pending work projects. You may contact ************ to inquire the status of the work order or email *********************************************. You may also call customer service and request a supervisor. Thank you for your understanding. 

  Customer Answer

  Date: 07/01/2025

  [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: 23527579
  
  I am rejecting this response because:

  I tried to call the # listed above but it says its an unmanned line and someone will get back within ***************************************************************** to discuss as soon as possible.

  Thanks,
  *********
  ************

  
  
  
  
  

  
  

  Customer Answer

  Date: 07/01/2025

  I did receive a call back from someone named *****.  Shes not sure whos handling this (she looked it up and its not a project), so shell do some research and either she or the person handling this will call back. I advised that if the work is not done asap I will be removing the flags from my property.

  Business Response

  Date: 07/01/2025

  The name of the contractor that came to your property was GAP *************) and you may call them directly. In the event the contact is not successful, you may inquire the status of the work order via email *********************************************. Also, your account will be escalated to investigate, and you will be contacted. You may also call customer service and request a supervisor to expedite. 

  Customer Answer

  Date: 07/01/2025

  [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:06/17/2025

  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.

  My **** **** been sky high for the last couple months someone was able to turn my peco off every month I get 3 bills from peco with different amounts today I get a shut off notice saying my bill is past due for 586 dollars when I got a bill that shows its not due until the 27 of this month Im ********** disabled and only get ssdi and Im on the cap program but my bills are still high I cant understand why I get different bills a month Ive tried contacting and going down to Peco and no changes have been made yet even when they put me on a payment plan but also said they couldnt do that because of me being on cap I would like for all my bills be investigated and for me to be reimbursed for the extra month they took from me and my account to be investigated to see why all these things keep happening and being allowed and why I got a shut off notice when my bill isnt due yet

  Business Response

  Date: 06/25/2025

  Ms. *****,

  Company has contacted you today 6/25/25 to confirm previous bill explanations provided and further explained your account status today. Afterwards, you declined further assistance and agreed to close the BBB complaint as satisfied. Your account has been noted with specifics- thank you.  

• Initial Complaint

  Date:06/17/2025

  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.

  **** deliberately over charges customers by hundreds of dollars every month. I have personally caught them doing this and was compensated in 2019 after a lengthy, brutal process. With over thousands of complaints online, they MUST be investigated immediately. Additionally, they have the absolute WORST CUSTOMER SERVICE imaginable. A class action lawsuit is underway. Only ONE PERSON has contacted me after filing a complaint and formal dispute. I've called back many times, left several messages and NO ONE HAS RESPONDED. I WILL BE CONTACTING THE NEWS MEDIA AS WELL.

  Business Response

  Date: 06/26/2025

  GOOD AFTERNOON

  THE CUSTOMER HAS SPOKEN TO OUR CARE CENTER AND THIS WAS REFERRED THERE FOR A REVIEW AND CALL-BACK

• Initial Complaint

  Date:06/16/2025

  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.

  Currently I am in the CAP Program. I have bad asthma. I need my electric on. On May 28, 2925 I received a shut off notice for the amount of $1509.36. I went to the county of assistance to get help by trying to apply for liheap but they told me that the money ran. I contacted **** on June 2, 2025. They told me that I was re-enroll in cap and no shut off notice. I received mail this morning with a shut off notice for the amount $1519.36. Peco is telling me if I do not have this amount my service will be shut down. Currently I am stressed out. I feel like Peco is playing games with me.

  Business Response

  Date: 06/23/2025

  Received complaint forwarded to credit and collections for response and to contact customer. Will respond once the appropriate department replies.

  Business Response

  Date: 06/23/2025

  Directed to incorrect department resent to *** credit and collections team awaiting a response.

  Customer Answer

  Date: 06/24/2025

  I was able to talk with a Peco associate about my bill. I was able to get on a payment plan. My service will not be turned off. So at this time everything was resolved

  Business Response

  Date: 06/26/2025

  The customer mentioned calling on 06/02 to verify if there were any shut-off notices. However, there are no notes for calls on that date. The account reflects that a Utility Report (UR) hold was placed on 05/31 and another on 06/16 to assist the client. Once a UR is placed, another cannot be added unless the customer enters a payment agreement or pays the entire bill; the customer then received another UR. The customer was protected until 06/26.
  
  On 06/16, the customer spoke with ****** *****, who followed PECO policy by advising the customer that since he was already enrolled in ***, a payment agreement could not be offered. ****** offered ***, but the customer declined and complained she was not helpful. The customer called back and spoke with ****** *****, who did not follow policy and provided a *** to the customer,resolving the situation but not adhering to policies and procedures. (The agent has already been coached).
  
  As of now, the customer has an agreement to pay $63 per month on top of their monthly bill for 24 months, covering a total of $1510.
  
  Also, after verifying the **** tool, it was found that the customer was not eligible for a medical extension and therefore it was not offered. Please find the attached screenshot for reference.

   

  Attempts have been made to reach the customer and no response voicemail message left for callback, no response. Department will continue to attempt to reach customer.

  
  

  Customer Answer

  Date: 07/01/2025

  [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:06/12/2025

  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.

  I was one of over ****** customers of Peco that did not receive **********************/gas bills. I did not receive a bill for 9 months. I called multiple times and could not receive a definitive answer of when I would receive a bill; however, was told I would be able to put on a 12 month payment plan with zero late fees. I have now received all bills totaling around $1,859.58. I have made several attempts in callings to be placed on a 12 month payment plan. The last attempt, on June 09, 2025, they quoted a payment arrangement for 11 months; however, once received in the mail, it was not what was agreed upon. The letter being quoted is stating proof of financial information, an agreed payment of $1,859.58 per month or my service will be shut off by on or June 19, 2025. In addition, I received another bill for $169.06 stating it is due immediately. I have called 10 times today, June 12, 2025 and the phone lines have been dead air and was not able to speak to a customer service representative. I am not able to make payment in full of $1,859.58. I made a payment on June 09, 2025 in the amount of $279.00. Peco has mislead me multiple times into thinking I would be able to pay in installments now I am being threatened to have my service shut off. This was never my fault to begin with. This was Pecos fault from the start and should be working with me to resolve the issue.

  Business Response

  Date: 06/18/2025

  GOOD MORNING-

  THIS HAS BEEN REFERRED TO OUR CARE CENTER TO REVIEW THE PAYMENT AGREEMENT ISSUE

  AND CONTACT THE CUSTOMER.

  Customer Answer

  Date: 06/18/2025

  [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:06/10/2025

  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.

  Waited over an hour on the phone questioning why I have not received a bill with no explanation other than maybe not until July. I asked if the issue could be escalated to find out what is going on. I need to budget and see what our usage has been and make changes accordingly based on the bill. With no Bill, I have no idea what I am being charged. I tried calling back and can't get through to anyone. I filled out there contact form three times now, explaining the situation with please help me resolve and no response. No phone call. Moving forward. I will take a screen shot of the form and description and upload. Wish I did that for the past three weeks. I am also questioning their meter readings now and if there accurately billing me. The fact that I can't reach anyone that can assist and have tried multiple times, I have no other choice but to file a complaint.

  Business Response

  Date: 06/27/2025

  Ms. *****,

  Your account was previously escalated to the billing department on 6/11/25 and once again today (6/27/25). You will be contacted with an update soon. Thank you. 

  Customer Answer

  Date: 07/10/2025

  Could you please keep this complaint open.   PECO had called me back.  Explained that they implemented a new system and there were issues.  Last week I did finally get billed,  It went from $462,  to $721, to $1200.  Well as least I finally received a bill  HOWEVER the three months that they did not bill me I could have been shopping for another energy supplier,  I had no idea who my supplier was  rior to all of this happening in March I did negotiate a new Energy Supplier however it never went through based on the new system PECO had implemented.  I thank the BBB for assisting me with getting a representative from **** to call me and trying to expedite this costly issue.  I truly think if I didn't file a complaint, I would have no resolution by now.  Thank you for assisting in this matter.

  Business Response

  Date: 07/14/2025

  There is no rejection listed in this response. Please clarify if you are seeking assistance or proceed with closing this inquiry. 

• Initial Complaint

  Date:06/09/2025

  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.

  Because of fraud problems, at Citizens, I had to reschedule my payments. **** somehow figures I owe them $288.40 for having to change them. That is ludicrous! How do they think we felt having someone wreck our account???!@#$%^ These big companies are getting very pigish. They make enough by raising their prices and in late fees. That's a $700 plus bill... they changed their Billing System and ever since a zero balance in January, we've had nothing but problems. That is not our fault we never even received a February March statement by mail or email. SMH, what a mess.

  Business Response

  Date: 06/11/2025

  Ms. **** *******-*****,

  Company records reflect that you have filed a *** case regarding your inquiry. The *** supersedes all other avenues. The *** will contact you regarding the final decision. Thank you. 

  Customer Answer

  Date: 06/14/2025

  [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: 23445845
  
  I am rejecting this response because:  I want a credit.  They shouldn't be charging me $288.40, in FEES, because I had to reschedule payments...just silly.  I should CHARGE THEM for my time and inconvenience trying to reach them, thru a robot, and their messed up new billing system, not getting folks the right information along with the fact that companies are just adding charges when and for whatever they feel...not good business.
  
  
  Regards,
  
  **** *******-*****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/25/2025

  I am working with ***...thanx.

• Initial Complaint

  Date:06/06/2025

  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.

  I was on the CAP program at my old address I was unaware I had to re-apply once I moved, I received a shut off letter an called PECO to figure out what was going on a representative advise me that I had to re do the application an make a payment i made a payment I also submitted a new application on 02/16/2025. I haven't heard back from Peco regarding my application on 06/01/2025 I received another shut off noticed i called PECO about my CAP application and was told that my application wasn't complete because i didn't submit a NO INCOME which is a lie because I have my original email. I was told to re submit the NO INCOME form again which I did today 06/06/2025 at 8am i than called PECO to let them know and the supervisor (*****) told me she doesn't see anything I've ever submitted i explained to her the dates I submitted the information, and she was basically no help at all and VERY rude the entire time! i am 100 percent sure i submitted all documentation needed for the CAP program I am not sure why **** is giving me a hardtime but i cannot afford for my electric to go off with my 3-year-old daughter in the home with me.

  Business Response

  Date: 06/09/2025

  Ms. ******,

   

  Your account has been escalated to the ********************************** Please allow time to research/investigate. Once a resolution is reached, you will be contacted with the update. Thank you. 

  Business Response

  Date: 06/10/2025

  Ms. ******,

  Company records reflect that the CAP department contacted you this morning (6/10) and provided you with the current status of your account and explained next steps. Thank you for your patience.