PPL customers suspect they were overbilled

Jan. 27—When Jenkins Twp. resident Carrie Greene opened her most recent monthly PPL electric bill, she was shocked to see the amount due was more than $800 higher than the previous month.

"My heart dropped into my stomach," Greene said about her bill that totaled more than $1,148 — $823 more than her previous month's bill of about $325.

Greene and her husband immediately sprung into action. They called PPL early in the morning and were forced to wait on the phone for hours, however, and "got nowhere," she said. She suspects they were overbilled and they later called the Public Utility Commission to file a complaint.

Bear Creek Twp. resident Tyrone Gayeski also was shocked when he opened his most recent bill and saw that the amount owed nearly tripled from the previous month.

Gayeski, an Air Force veteran who served in the Vietnam War and served as a Bear Creek Twp. supervisor for 18 years, said the total owed on his latest monthly bill was $895, an increase of $581 from his previous monthly bill of $314.

PPL spokeswoman Alana Roberts said Thursday that some customers' bills with a January or February due date were estimated following a technical issue. She said PPL is asking that customers pay the estimated bill amount and if there is any difference between the estimate and their actual usage, it will be reconciled on their next bill next month.

In the meantime, Gayeski said he also believes he was overbilled. When he tried to call PPL about it, he said he was "transferred to 19 different places and they don't solve the problem."

"I understand it's wintertime and it's cold and I use electric heat but $895 is astronomical," he said. "Even if you have the money in the bank or anyplace else, it's not part of your planning. We're getting hammered all the time."

Elizabeth Baumeister, a Plains Twp. resident and copy editor at The Citizens' Voice, also was shocked to see the total owed on her most PPL electric bill amounted to $573, more than triple her last bill which was $180.

She thought there had to be a mistake for it to jump so high in one month, especially since the average temperature for the month with the higher bill was warmer than the average temperature for the month with the lower bill.

After she received the bill, she called PPL and an automated system told her there would be a 63-minute wait to talk to a representative. She opted to receive a callback. About three hours later, she said someone from PPL called her back and told her she would need to talk to someone in another department about the "high usage."

Baumeister said she didn't think she was using more electricity and she didn't have Christmas lights or any decorations that required electricity outside. Yet, she was told that the person in the department left early for the day and she'd have to fill out a form to receive a call back in three days.

"I feel like I'm being given the runaround," she said.

State Consumer Advocate Patrick Cicero said his office recently became aware of the issue and he expressed concern.

"We are certainly concerned especially if consumers are struggling to pay their bills," Cicero said. "It is important for consumers who are confused about their bill and concerned that they may have had a bill that was overestimated to reach out to PPL and ask for an explanation."

PPL indicated to Cicero that it estimated the bills of more than 790,000 customers. Most of them are residential customers, but the number also includes businesses and industries, he said.

"If the estimate was too high, PPL will adjust at the next billing cycle and reconcile the amounts," Cicero said. "Of course, that is little solace to folks if the bill is higher than a household can pay."

Cicero said prices also are higher this year because of the cost of energy being higher than last winter, which is contributing to the confusion.

PPL's most recent rate increase was about 18%, which the average homeowner is paying about $22 more per month.

"Even in the absence of PPL having to estimate bills, energy costs would be higher for consumers this winter," Cicero said.

Cicero encouraged consumers who cannot afford to pay their estimated bill to reach out to PPL to ask about assistance options, including PPL's hardship fund, its OnTrack program that provides for forgiveness of eligible debt and a reduced bill as well as budget billing or payment arrangements.

Energy assistance is available through the Low Income Home Energy Assistance Program. Consumers with household income at or below 150% of the federal poverty level can receive a cash grant of $300 to $1,000 even if they are not behind on their bills, Cicero said.

To learn more about LIHEAP and where to apply, consumers can go to the Department of Humans Services website. The program is open through April 28.

PUC spokesman Nils Hagen-Frederiksen said if consumers have raised their concerns with the utility and they are unable to resolve it, or if they believe the utility has not acted appropriately, they can contact the PUC's Bureau of Consumer Services toll-free at 1-800-692-7380 to file a complaint.

Contact the writer: dallabaugh@citizensvoice.com, 570-821-2115, @CVAllabaugh

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