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PSC seeks monthly service reports from Potomac Edison, Mon Power

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The Public Service Commission of West Virginia announced July 19 that it has denied a request from FirstEnergy to dismiss its investigation into the meter reading, billing and customer service practices of subsidiaries Mon Power and Potomac Edison.

Instead, the commission ordered First Energy to file specific metrics detailing customer service provided by the companies. 

The commission initiated the general investigation in June after receiving numerous customer complaints. 

The information sought by the commission includes the number and the percentage of customers who have received two or more consecutive estimated bills; current employment levels of meter readers; the number and types of complaints received by FirstEnergy; the number and percentage of customer complaints resolved on the first call to FirstEnergy; and the number of customers placed on deferred payment plans. 

The information requested by the commission is to begin with the most recent billing cycle and is to be filed on a monthly basis for at least one year.

The commission further ordered that it would hold public comment hearings in the FirstEnergy service areas after it has received and reviewed the first two monthly reports.

On initiating its investigation, the commission stressed that the purpose of the general investigation was not to address individual customer bills. Rather, the proceeding would focus on the practices, policies and procedures in place at Mon Power and Potomac Edison and would evaluate the strengths and weaknesses at a structural level. 

In addition to the general investigation, commission Staff is continuing to address individual customer complaints. Customers who believe they have received inaccurate or excessive estimated bills are encouraged to contact the company. Customers who are not satisfied with the company's response should contact the commission's Consumer Affairs technicians at 1-800-642-8544.   

Mon Power and Potomac Edison serve approximately 520,000 customers in 37 West Virginia counties.  

More information may be obtained from the PSC website and referencing case number 13-0830.