Complaints

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

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  Duquesne Light Company

  411 7th Ave Pittsburgh, PA 15219-1919

• 

  Duquesne Light Company

  469 Hershey Rd Pittsburgh, PA 15235-3526

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:10/02/2023

  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.

  Contesting a bill company will not come out and check my service. They will not talk to me on the phone and there is no option to contest on their website they keep threatening to shut off my service, but will not talk to me

  Business Response

  Date: 10/16/2023

  Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania 
  Public Utility Commission. However, I have the following information to provide to you with respect to the 
  above referenced complaint.

  
  As background information, Duquesne Light partnered with HomeServe to offer our residential customers the 
  option to enroll in a variety of home repair plans. Mr. ******* previously chose the Sewer Line Repair Plan. 
  Company records show that Mr. ******* has canceled his contract with HomeServe August 2023. 

  
  Upon receipt of this complaint, it was referred to HomeServe to investigate. HomeServe advised the Company 
  that Mr. ******* submitted a claim, January 2023 regarding a floor drainpipe backing up in his basement. The 
  HomeServe contractor visited the Property and found that the floor drainpipe was not connected to the sewer 
  line and did not meet the terms and conditions of the Sewer Line Repair Plan. 

  
  A HomeServe representative spoke with Mr. ******* on October 6, 2023, and reiterated that their contractor 
  advised that pipe in question was not connected to a storm drain making it ineligible for repair under the Sewer 
  Line Repair Plan. 

  
  To the extent Mr. ******* is dissatisfied with the terms and conditions of the HomeServe plan that he selected, 
  such a dispute is between him and HomeServe, not Duquesne Light.

  
  Sincerely,

  
  Roxanne M*****
  Supervisor, Regulatory Consumer Relations

• Initial Complaint

  Date:09/28/2023

  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.

  I have a question that I need to speak with someone at the company about. I have tried calling in 3 times in the last 10 days, staying on hold for over 2 hours at one point. I can never get through to a customer service rep. There needs to be a chat option or something because this is unacceptable.
  
  I had a DLC rep show up at my house to "check my meter." When I went out to my ask about it, she was on her phone. My husband went out 15 minutes later and she was still on her phone. Why was someone at my house checking my meter? What were they looking for? What was the final result?

  Customer Answer

  Date: 10/04/2023

  
  
  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:09/22/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Current issue: My CAP info is incorrect and as a result, I have a 10 day shut off notice, received (provable by attached informed delivery) on 9/21 for 9/24. This is unaccepted, and DL has been aware of subscribers receiving shutoff notices with NOT enough time to correct the matter, let alone 10 days. They blame the mail service, but i have NO other issue getting mail on time from ANYONE else.
  
  1. They need to correct shutoff times for ones and for all and I'm filing an AG/FTC complaint against them now and calling news stations since they couldn't do the right thing on their own.
  
  2. I need my CAP info corrected, they say it's up to the CAP office, the CAP office doesn't call me back in a timely manner, (if at all). This will correct the amount I owe and probably make my bill manageable and negate the shutoff notice.
  
  3. If 2 does not correct the shutoff notice, I need an ACTUAL ten days to find assistance.
  
  4. The amount on the shutoff notice is $258.89 (dated 9/14 for the 10 day shutoff notice). However, when you talk to DL is different from the amount they're requiring when you call in or log in online. Via phone, they say "to stop the shut off you must pay $347.42).

  Business Response

  Date: 10/02/2023

  Duquesne Light Company (“Duquesne Light” or “Company”) is a utility that is regulated by and subject 
  to the jurisdiction of the Pennsylvania Public Utility Commission (“PUC”). However, I have the following 
  information to provide to you with respect to the above referenced complaint.

  
  Mr. ******* filed an informal PUC complaint regarding this issue that was dismissed September 21, 
  2023. 

  
  As background information, Mr. *******l is enrolled our Customer Assistance Program (CAP). CAP
  customers are required to pay a percentage of income and receive discounts applied to their monthly 
  bill up to a maximum amount each year. The maximum annual CAP discount amount is determined 
  based on the customer’s electric rate class and income tier. The CAP discount is the difference between 
  the actual charges (what the bill would be based on actual usage at the full tariff rate) and the monthly 
  CAP payment. The CAP discount is applied to the customer's monthly bill and will subtract from the 
  customer's allotted annual maximum CAP discount. This discount is renewed every 12 months; if the 
  annual CAP discount is exhausted during the 12-month period, the customer is billed the full tariff rate 
  until the discount resets.

  
  Page one of every CAP bill informs CAP customers of their maximum CAP discount, the amount of CAP 
  discount they have used to date, and the remaining CAP discount available to be used, in addition to the 
  date the CAP discount will renew.

  
  Mr. *******l exhausted the annual discount and will be billed the full tariff rate until the discount resets. 
  In accordance with the PUC regulations, the Company renders a bill once every billing period either US 
  mail or electronically. The due date for payment may not be less than 20 days from the date of 
  transmittal. Mr. ******* receives his bills electronically at ***********************@*****.com.

  
  
  Also, in accordance with PUC regulations, the Company provides written 10-day notices of termination 
  via first class mail delivered by the U.S. postal service if the payment of the monthly bill is not received 
  by the due date. It is beyond the Company’s control when the customer receives the termination letter 
  once it is delivered to the postal service. After a ten-day notice is issued, the Company provides 72-hour
  notices if the required payment is not received.

  
  It may also be helpful for the customer to sign up for alerts on our website. To sign up for alerts, the 
  customer should visit Duquesne Light’s website and create an online account if they do not have an 
  existing online account. From their online account the customer has the option to sign up for alerts from 
  the My Alerts section. In this section the customer can choose to receive alerts via text, e-mail, or a 
  phone call regarding the due date of the current bill and or a reminder when the bill is past due. 
  Additionally, customers can view letters online, including termination notices. 

  
  It is DLC's position that Mr. ******* is billed in accordance with our Customer Assistance Program and
  the 10-day termination notice is proper when payment of the current bill is not received by the due 
  date. 

  
  Sincerely,

  
  Roxanne M*****
  Supervisor, Regulatory Consumer Relations
  
  

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I do no accept your inane response that follows a basic and systemaic problem of DL employees NOT. SIMPLY. READING. NOR. DOING. THEIR. DUE. DILIGENCE. 

  **** THE AMOUNT OF PEOPLE IN MY HOUSEHOLD ON CAP IS INCORRECT AT NO FAULT OF MY OWN

  **** YOU SHUT OFF NOTICES ARE *NOT* MAILED IN A TIMELY MANNER (as proven with the informed delivery app), a problem that has been brought to DL's attention by hundreds of customers this year alone. DL wants to keep blaming USPS, but as they say "mail the bill in plenty of time to get to us in time" okay then MAIL THE SHUTOFF NOTICES IN PLENTY OF TIME. 

  *** a *NEW* informal complaint has been opened, # ******* , initiated online last week, and approved today, October 4, therefor if you shut me off... you are going to have to deal with the PUC and me again. 

  **** I am now filing an AG & FTC complaint because it's clear that there are deep systemic problems of poor communication, poor comprehension, as well as general ineptness. 

  NONE of my actual specific issues were addressed by this flippant employee, so I reject their poor excuse of a repsonse. 
  
  
  Sincerely,
  
  
  
  ******* *******l

• Initial Complaint

  Date:08/18/2023

  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.

  I applied for a rebate on a new air conditioner I purchased on July 1, 2023 and submitted all of my information via your rebate website. I waited the 4-6 weeks and no one contacted me and informed me that I needed to make corrections. It was only after I inquired about my rebate that I was told I had to submit an itemized receipt and my model number was not on the AHRI website. I am very upset and angry because I did submit an itemized receipt and my air conditioner is on the AHRI website and I e-mailed customer service and told them this and they kept on saying the same thing to me. I have also asked customer service if I am qualified for a rebate and they keep telling me to submit an itemized receipt and my air conditioner is not on the AHRI website. It is very upsetting. My confirmation number for my rebate is #***********. Is there anyone else that can help me?

  Business Response

  Date: 08/29/2023

  Duquesne Light Company (“Duquesne Light” or the “Company”) is a public utility regulated by and 
  subject to the jurisdiction of the Pennsylvania Public Utility Commission (“PUC” or the “Commission”). 
  However, I have the following information to provide to you with respect to the above referenced 
  complaint.

  
  As background information, Duquesne Light provides rebates on a wide range of energy-saving devices.
  The customer provided a handwritten invoice that was difficult to accurately interpret the AHRI 
  certification. The department that process rebates attempted to reach the customer by email to clarify 
  the model number. The customer provided the same handwritten invoice. 

  
  The unit has since been located and the AHRI certification number has been approved for a rebate. The
  customer will receive a rebate check. 

  
  Duquesne Light Company respectfully requests that this complaint be dismissed.

  
  Sincerely,

  
  Roxanne M*****
  Supervisor, Regulatory Consumer Relations
  

  Customer Answer

  Date: 08/30/2023

  
  
  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:08/07/2023

  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.

  Around the beginning of May, I received a letter from a company that I didn't recognize stating that my electric provider had been sold to another company. I did not recall utilizing another company so contacted Duquesne light company. they answered the phone immediately. they explained that I had been using a different company since 2013 and they were doing the billing and delivery. The woman also informed me that had I been using Duquesne at that time my bill would have been $40 lower per month. So, I Switched to Duquesne light for everything. My bill the next month was the same and I was ok with that. I just got my most recent bill and it went up $70 a month. I tried to contact DL but was told it was an hour and 54-minute wait and they would contact me back if I left my number and name. I did so and they never did. I tried again today, and they said a 58-minute wait. I stayed on the phone this time but once again they never answer. I feel they did a bait and switch Skeem on me. I want my bill returned to my old cost and I want them to provide the name and contact number of my previous provider which I do not know. I ALSO am requesting a call from a DL representative to discuss this. If I do not hear from them this week, I'm going to the utility commission and my lawyer. I appreciate your help with this matter. thank you.

  Business Response

  Date: 08/16/2023

  Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the Pennsylvania 
  Public Utility Commission. However, I have the following information to provide to you with respect to the 
  above-mentioned complaint.

  
  Mr. ******** had an alternate supplier from July 2014 until May 2023. The recent alternate supplier rate was 
  higher than Duquesne Light’s Price to Compare. 

  
  Mr. ******** is enrolled in our budget billing program. The budget is reassessed at least every four (4) months 
  based on usage, at which time, the monthly budget amount can change. The budget was reassessed in July and 
  based on the prior four-month usage the budget increased. 

  
  Since termination notices were sent our call volumes have increased. It is possible the Complainant experienced 
  longer than usual wait times. Callers may have the option of being provided a callback and not losing their place 
  in line. When this option is chosen, the caller will then be contacted, in the appropriate order.

  
  I spoke with Mr. ******** on August 8, 2023, to address his concerns. 
  It is the Company's position that the bills are correct as rendered and a billing adjustment is not warranted.

  Sincerely,
  Roxanne M*****
  Supervisor, Regulatory Consumer Relations
  

• Initial Complaint

  Date:07/06/2023

  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.

  Duquesne Light allowed a change to the service provider on my account without authorization from myself. They then charged me for a service that was not being provided and then shut off my power without notice and charged me to return the service to the home. They are also trying to collect a security deposit after their mistake led to the service being stopped. They have claimed to be investigating how the change to my service was changed.

  Business Response

  Date: 07/17/2023

  Duquesne Light Company (“Duquesne Light” or “Company”) is a utility that is regulated by and subject 
  to the jurisdiction of the Pennsylvania Public Utility Commission (“PUC”). However, I have the following 
  information to provide to you with respect to the above referenced complaint.

  
  The Company denies Mr. *******’s allegation the Company changed the generation service provider 
  without his request. As per the company procedure when a supplier switch is initiated the customer is 
  provided a letter advising the supplier’s name and the effective change date. The letter also advises the 
  customer to contact the Company if any of the information contained in the letter was incorrect or with 
  any questions. Company records show that a letter dated February 21, 2023, was provided to the 
  Complainant’s mailing address.

  
  Upon receipt of Mr. *****’s slamming allegation an investigation, the Company reached out to Inspire 
  Holdings for verification of enrollment. Inspire Holdings provided a signed Enrollment Verification dated 
  February 13, 2023. The Company has provided this information to Mr. *****. 

  
  In accordance with the PUC regulations, the Company is permitted to shut-off electric service to 
  customers for non-payment of their utility bills. Prior to shut-off, the Company is required to notify 
  customer of their delinquent accounts at least 10 days prior to termination of service. The termination 
  letter provides the reason for proposed termination.

  
  Here, Mr. ***** was issued a bill with an amount and due date. No payment was received by the due 
  date, and Duquesne Light issued a 10-day termination notice. In compliance with PUC’s regulatory 
  requirements, Duquesne Light followed-up with 72-hour termination calls.

  
  Consistent with the 10-day termination notice, the bill message, and the 72-hour termination calls, 
  electric service was shut off for non-payment and restored on the same date with a payment 
  arrangement that included a $20 reconnection fee and a security deposit, pursuant to PUC rules and 
  regulations as a condition to restore service. 

  It is the Company’s position that termination of service and the request for a security deposit is in 
  accordance with PUC regulations. 

  
  Mr. ***** has also filed an informal PUC complaint regarding this same issue on July 7, 2023.

  
  Sincerely,

  
  Roxanne M*****
  Supervisor, Regulatory Consumer Relations
  

   

• Initial Complaint

  Date:06/01/2023

  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.

  I had an outstanding bill rolling over from previous bills. I received a shut off notice on April 10th and made a payment on April 16th (16 days after a 10 day shut off). After paying the majority of this, the lesser remaining rolled over onto the new bill. No calls, no alerts, no letters, just a new bill from the company that reflected the new total being due on June 1st. In the app it also showed the due date being June 1st (again including the small amount I had from previous months and was CLEARLY whittling down). My assumption was “great, i can pay this off by the 1st.” The morning of May 16th I intended to pay half of the new total, but woke up to my electricity having been shut off and a note on the door. 36 days after the notice (yes, I understand it states it’s valid for up to 60); however, the paperwork sent, the app, the emailed bill ALL reflected the remaining 100 rolled into the next cycle. It’s not as if I ignored it all together, I paid the majority of it. I had to spend over two hours on the phone with a representative (who was either purposefully rude or simply incompetent), I had to pay a 33 dollar turn on fee, and now have to pay into a security deposit. I was “given” a 25 dollar credit because the call was reviewed and obviously the supervisor understood it was absurd. This does not please me, not at all. It’s not as if I have the option to choose a different company or to live without electricity, as I would love nothing more than to have NOTHING to do with Duquesne light, but since I don’t have that option I’d appreciate at the very least sub par customer service rather than down right poor

  Business Response

  Date: 06/07/2023

  Duquesne Light Company (“Duquesne Light” or “Company”) is a utility that is regulated by and subject 
  to the jurisdiction of the Pennsylvania Public Utility Commission (“PUC”). However, I have the following 
  information to provide to you with respect to the above referenced complaint.

  
  In accordance with the PUC regulations, the Company is permitted to shut-off electric service to 
  customers for non-payment of their utility bills. Prior to shut-off, the Company is required to notify 
  customer of their delinquent accounts at least 10 days prior to termination of service. The termination 
  letter provides the reason for proposed termination.

  
  Here, Mr. ********* was issued a bill with an amount and due date. No payment was received by the 
  due date, and Duquesne Light issued a 10-day termination notice. The payment posted to the account 
  after the termination notice was provided was not enough to stop the termination process. The bill 
  issued after the termination notice was provided included a bill message advising the customer the 
  account was past due and to pay the amount due to avoid termination of service. In compliance with 
  PUC’s regulatory requirements, Duquesne Light followed-up with 72-hour termination calls.

  
  Consistent with the 10-day termination notice, the bill message, and the 72-hour termination calls, 
  electric service was shut off for non-payment and restored on the same date with a restoration payment 
  arrangement that included a $20 reconnection fee and a security deposit, pursuant to PUC rules and 
  regulations as a condition to restore service. 

  
  It is the Company’s position that termination of service and the request for a security deposit is in 
  accordance with PUC regulations. 

  
  Sincerely,
  
  Roxanne M*****
  Supervisor, Regulatory Consumer Relations
  

• Initial Complaint

  Date:04/29/2023

  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.

  I’ve made multiple attempts of paying a debt for this company. Everytime I’ve called and asked for a bill to be sent for what I owed, customer service claimed they would send it and never did. I did have a payment made last year of $1500 and I’m still not able to get electricity at my new address without paying an insane amount of money.

  Business Response

  Date: 05/05/2023

  Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the 
  Pennsylvania Public Utility Commission. However, I have the following information to provide 
  to you with respect to the above referenced complaint.

  
  Company records show Ms. ******* contacted the company to establish new electric service 
  April 19, 2023. She was advised of a past due amount from when she had service in her name 
  previously and a security deposit required before service could be established in her name. She 
  provided a mailing address, and a Credit Letter of Denial was mailed. 

  
  I spoke with Ms. ******* on May 1, 2023, regarding this complaint. I advised she could use the 
  Credit Letter of Denial to apply for energy assistance programs and the security deposit could 
  be billed in 4 installments or waived if income eligible for our Customer Assistance Program. A 
  copy of the Credit Letter of Denial was e-mailed to her on this same date. 

  
  It is the Company’s position that Ms. ******* pay the outstanding balance from her prior 
  address before service can be established in her name at a new location. The Company is 
  willing to bill the security deposit in four installments or waive the deposit requirement if 
  income eligible for Customer Assistance Program.

  
  Sincerely,
  Roxanne M*****
  Supervisor, Regulatory Consumer Relations

• Initial Complaint

  Date:04/24/2023

  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.

  My electric bill went up 3x this winter. Upon further investigation (having an electrician come out, replacing dryer vent, sealing garage door, not using heat since February, turning off breaker to hot water tank for weeks at a time, and turning off ALL electricity going to the house on various occasions) I started taking photos of our meter outside. The meter only shows lifetime usage, so I cannot see active use. In doing this for a few months I realized it did not add up with my bill. For example a photo taken on April 11th my meter shows a value of 62619. A photo on April 22nd shows a value of 62743. There is some error with the time of day I would take the photo, but that leaves us with roughly 124 kW usage during that time. Upon using Duquesne lights website selecting the same days we were billed for 398.38kW. I have spoke to them at least 5 times and I never get anywhere and they refuse to speak to me. They have an option for me to pay for them to come check to see if the meter is working, although I do not believe they will find a fault in the meter as it is working fine. The fault lies with them billing me the wrong amount, so I do not believe I should have to pay for them to come check. I have been calling them, taking photos, and doing my own energy saving things for months now. A handyman cleared our house as having any electrical issues and DL confirmed I am only paying for my address/meter. My neighbor, who has the same floor plan townhouse as we do, keeps his heat at 72 and has never had a bill over $100. I understand there are more variables than that, but our bill has been around $400 with no hot water and no heat. And my photos confirm our lack of energy usage.

  Business Response

  Date: 05/05/2023

  Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the 
  Pennsylvania Public Utility Commission. However, I have the following information to provide 
  to you with respect to the above-mentioned complaint.

  
  Ms. *****’s account is billed at the electric heating rate and bills are based on actual meter 
  reads taken by a meter that meets the Commission's standards.

  
  The most significant factors affecting usage are the appliances and other devices (particularly 
  heating and cooling related) used in the home, how they are used by the occupants, and the 
  weather. Electric consumption can also occur when a customer is not at home as many items 
  remain plugged in and use electricity continuously. The Company does not have the ability to 
  determine each item using electricity at the premises and frequency of use.

  
  Company records show that Ms. ***** spoke with the company twice this year regarding usage. 
  She was advised of the rate increase and referred to the company’s website to review her 
  usage online.

  
  At the request of the Customer the company will inspect the meter for a $20 fee which will be 
  refunded if any issues are discovered with the meter.

  
  I called Ms. ***** April 27, 2022; I was unable to reach her and left a voicemail with my phone 
  number. Ms. ***** has not returned my call. 

  
  It is the Company's position that the bills are correct as rendered, based on actual meter 
  readings, and billed in accordance with the Company Tariff that was approved by the PUC.

  
  Sincerely,

  
  Roxanne M*****
  Supervisor, Regulatory Consumer Relations

• Initial Complaint

  Date:04/05/2023

  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.

  Made 2 payments to Duquesne Light Company via Debit Card.
  Both Payments were voided by company contracted through Duquesne Light and, payment was returned to me.
  Duquesne Light then charged me $20 each both times for a returned check / insufficient funds fee.
  
  Debit card had sufficient funds, so not understanding why payments were returned.
  Called Netspend Card Services and was told the error was on Duquesne Lights Payment Center contractor's end.
  
  Made several attempts to contact DLC and call volume was high, requested call backs and was never called back as of 1:pm on 4/5/23.
  
  Had previous spoke to a billing specialist early in March when the first payment was returned, she claimed she was removing the First return check fee of $20. however it never was removed acoording to the online bill i reviewed as of 4/4/23

  Business Response

  Date: 04/18/2023

  Duquesne Light Company is a utility that is regulated by and subject to the jurisdiction of the 
  Pennsylvania Public Utility Commission. However, I have the following information to provide 
  to you with respect to the above referenced complaint.

  
  In response to this complaint, Duquesne Light Company has reviewed the customer’s complaint. 
  As background information, Paymentus is Duquesne Light’s third-party payment vendor. 

  
  Paymentus indicates the card used by Mr. ***** is a special type of commercial or government 
  card which requires more identifying information than a regular card which only requires the zip 
  and security codes to match. 

  
  This message can mean that the type of transaction being made is not authorized for this card or 
  that some of the identifying data provide is bad or missing. 

  
  The best way for the customer to get more information about why the payment did not go 
  through is to contact the card issuer. 

  
  Sincerely,
  Roxanne M*****
  Supervisor, Regulatory Consumer Relations