Customers of FirstEnergy subsidiaries Mon Power and Potomac Edison came away with useful information from last night's customer education meetings in Morgantown and Charles Town.  Another meeting will be held tonight in Arnoldsburg.  The meetings, hosted by the Coalition for Reliable Power and affiliated organizations The Mountain Institute and the Jefferson County NAACP, provided advice and suggestions for how customers can protect themselves from paying badly estimated electric bills that snowball out of control this winter.

The Coalition recommends that customers learn how to read their meters and take a reading as soon as possible after receiving their monthly bill.  If the billed usage varies from the recorded usage by more than 100kwh, the customer is urged to call the company at 1-800-686-0011 to provide an actual reading and request a re-billing.

Customers were also surprised to learn of a $5.00 flat monthly charge per customer included in the "base charge" line item of their bill.  This "customer charge" pays for meter readers, billing, distribution system maintenance and other fixed costs.  However, if the company doesn't spend the full amount every month, whatever is left goes into the utility's pocket as extra profit!  Potomac Edison and Mon Power never have to account for how that $5.00 is spent, therefore they may trim expenses, such as cutting their meter reading staff or failing to perform right-of-way or line maintenance, in order to pocket the difference.  These FirstEnergy companies serve approximately 500,000 customers in West Virginia.  Half a million customers x $5.00 every month equals $2.5M paid to FirstEnergy every single month.  Whatever the company doesn't spend on services for us is theirs to keep.

Customers were also upset to learn how much the recently approved Harrison Power Station purchase is going to cost them.  More than $800M must be repaid to the company over the next 27 years, plus an additional $240M for needed pollution control upgrades.  Customers don't feel that they are being adequately protected by the WV Public Service Commission or the WV Consumer Advocate.  Who's looking out for residential ratepayers?  The meeting attendees think C4RP and its partner groups are doing a better job than appointed officials!

The Coalition was joined by Senator Herb Snyder last night in urging customers to attend the WV Public Service Commission Public Comment Hearings next week to tell their stories.  The PSC needs the help of every customer who has been affected by the company's shoddy business practices to provide evidence by telling their story.  Only if enough of us step up to tell our stories and corroborate each other will the PSC have the evidence it needs to properly punish the company for its deliberate injury to customers, as well as to order remedies to get things back on an even keel.  The Coalition is recommending that customers request that the PSC require the company, at its own expense, to read every meter, every month, for one year in order to develop accurate base line data for future estimates.

The Public Service Commission Public Comment Hearings will be held:

October 23, 2013       5:30 p.m.    Shepherd University Frank Center, Shepherdstown, WV
October 24, 2013       9:30 a.m.    Shepherd University Frank Center, Shepherdstown, WV
October 24, 2013       5:30 p.m.    West Chester Village, Stafford Room, Fairmont, WV
October 25, 2013       9:30 a.m.    West Chester Village, Stafford Room, Fairmont, WV

You must sign up with the WV PSC clerk in the lobby in order to make a comment to the Commissioners.  Comments may be limited in length, depending on the number of commenters who show up, so that everyone gets a chance to speak.  Commenters should not expect to engage in dialogue with the Commissioners or the company.  You may provide your comments without receiving feedback.  The PSC has ordered that the first 30 to 60 minutes of the hearing will consist of the company discussing:  the circumstances that gave rise to the current customer meter reading and billing problems; how the merger and severe storms in 2012 affected customer meter reading and billing; changes implemented to improve customer meter reading and billing; planned changes to improve customer meter reading and billing; and services available to customers continuing to experience meter reading and billing problems.  If you arrive a little late and miss FirstEnergy's infomercial of excuses, that's okay.  The hearing will continue as long as people continue to arrive and sign up to speak.

In addition, the PSC has ordered that the company arrange for its representative(s) to have access to customer records at each hearing and be available to speak with customers individually after the completion of public comment.  So, if you have a question about your bill(s), bring it along and get in line to talk to a representative.  There's no guarantee that  your in-person wait will be quicker or marginally more pleasant than the endless hold queue you are routinely placed in over the phone, but hopefully it will be a lot harder for those customer service representatives to be snotty and unpleasant when they are face-to-face with real people.  It's nice for the PSC to provide the company's staff with this little reminder that they are supposed to serve real people, so let's all do our part to help them cast this production.

And remember -- tell the PSC -- EVERY METER, EVERY MONTH!

Cross posted from The Coalition from Reliable Power Blog.  If you have questions or need additional information, email The Coalition.

The Coalition for Reliable Power, the Jefferson County NAACP and The Mountain Institute are partnering to host three educational meetings for Potomac Edison and Mon Power customers across the state this week.

The meetings are a prelude to the WV Public Service Commission public comment hearings on meter reading and billing practices of the FirstEnergy affiliate companies scheduled for October 23-25.

The educational meetings are designed to:

1.    Bring you up to speed on the PSC's General Investigation.

2.    Inform you about the structure, process and participation at the public hearings.

3.    Explain a typical FirstEnergy electric bill and how you can become a proactive customer to protect yourself from future billing problems.  Bring a copy of your most recent bill so you can participate in our group exercise to find out how to calculate exactly how much you should owe, and what to do when your bill isn't accurate.

4.    Provide an opportunity to ask questions and share your concerns with others who may be experiencing the same issues.

Listen in on Monday morning, October 14, at 9:45 a.m. when the Coalition's Keryn Newman will be discussing the upcoming meetings on WRNR Talk Radio.

And be sure to attend the meeting closest to you!

Charles Town, WV
October 16, 6:30 p.m., Fishermen Hall, Corner of South West and Academy streets 

Morgantown, WV
October 16, 6:00 p.m., Morgantown Public Library, 373 Spruce Street

Arnoldsburg, WV
October 17, 7:00 p.m., Arnoldsburg Community Building, Arnoldsburg

See you then!

LET’S GIVE THE PSC AN EARFUL ON ELECTRIC BILLS in Advance of PSC “Public Comment” on Meter-reading, Billing Practices!

The West Virginia Public Service Commission has announced “public comment” hearings will be held in Shepherdstown Oct. 23-24 and in Fairmont Oct. 24-25, to give citizens a chance to speak about problems they have been having with their electric bills.

We are asking ratepayers to turn out in force to hold Potomac Edison and Mon Power accountable for their failure to read meters every other month – as required by the PSC – and the resulting problems ratepayers have had with bills.

But first we are asking citizens to attend our meeting, to hear the problems that the PSC has turned up in its general investigation of FirstEnergy (the owner of the two utilities), the explanations and excuses being offered by the company, and how ratepayers can use their own bills to identify problems.

Two meetings, you say? Why is that necessary?

Because the PSC has decided that before it listens to any citizens about their problems, the citizens first have to wait through an hour-long presentation by the utilities. We want ratepayers to have the knowledge to decide for themselves if the presentation provides answers – or excuses.

Our training meeting will begin at 6:30 p.m. (doors open at 6) at Fisherman’s Hall in Charles Town. We will explain what the investigation has uncovered so far, go over a sample electric bill and show how you can spot the problems you have experienced, and invite meeting participants to identify any new problems that have come up. For instance, there have been reports that Potomac Edison has been contacting some long-time customers and requiring a security deposit, even when the customers have been prompt in their payments.  Or perhaps you're still having problems with too many estimated bills?  Maybe you're one of the customers whose current bills are being over-estimated based on prior year incorrect data?

We will give ratepayers information they can use to prepare to speak at the PSC hearing.

Where:     Fisherman’s Hall
                Corner of S. West and Academy streets
                Charles Town, WV

When:       6:30 p.m. Wednesday, Oct. 16th (doors open                 at 6 p.m.)

Sponsors:  Jefferson County NAACP
                The Coalition for Reliable Power

Please bring your most recent electric bill for use in our electric bill interpretation group exercise.

See you then!

Download a meeting flier to share or post

The anticipated WV PSC Order scheduling public comment hearings on the Potomac Edison/Mon Power Billing Bungle case was issued today.  Mark your calendars as follows:

But... despite being promoted as public comment hearings, the PSC has ordered FirstEnergy to pump you full of koolaid and quaaludes before allowing you to speak:

So, you must first drink the koolaid (listen to a FirstEnergy public relations spokesflack make excuses and tell you that you don't have a valid complaint for at least one hour), and then swallow the quaaludes (talk one-on-one with a FirstEnergy representative to remove any lingering doubts about how you deserved to be treated like that).  If you still have something to complain about after your dose of FirstEnergy "happy," then you can make a public comment (but the PSC and FirstEnergy bet that you won't!).

Fortunately, several citizen/consumer organizations will be distributing special enrapturement resistance tools called "education" and "citizen action" at a community meeting BEFORE the PSC and FirstEnergy's magical mesmerizing road show.

Mark your calendars to attend a Jefferson County community meeting on the evening of Wednesday, October 16.  More information will be coming before the end of the week, so check back here soon!

It appears that FirstEnergy and its apologists at the WV PSC believe that our legislators are dumb and forgetful.
That's the only explanation I can come up with for that regurgitated pack of lies legislators were fed during the Gov. Org. discussion of the study regarding electric utilities' billing practices on Monday afternoon.  I do realize that it was late in the day and our legislators wanted to go home, instead of grilling the company and its regulators.  However, only a few legislators managed to ask questions, and they could have done a better job with more information.  Nobody expects legislators to have read all the documents in the case, but a little preparation would have been nice.  It's up to each one of you to get your legislators up to speed here so that they can do a better job following up on your concerns next time.

Next time?  Although Chairman Snyder made noises that  the committee "may not pick it up again," let's not kid ourselves.  The people haven't lost interest and, in fact, a whole new wave of billing problems is beginning to form.  Ut-oh!

Karen Short, PSC attorney, began the festivities by apologizing and making excuses for FirstEnergy again.  Her litany of excuses was almost verbatim to those offered by by PSC Communications Director Susan Small back in May.  When Small's list of excuses for the company was read aloud at the Citizens' Public Hearing, Senator Snyder went ballistic, shaking his fist and proclaiming that making excuses for FirstEnergy "wasn't their [the PSC's] job!"   It must have been the delivery, because I didn't hear Senator Snyder object to:

1.    FE had billing problems related to its merger.
2.    FE made bad decisions about these changes.
3.    Storms!  Storms!  Storms!
4.    Renumbering.
5.    Last winter was 30% colder than the one before.

Here's what Short told legislators the PSC was doing or had done to remedy the problems:

1.    Ordered FE to make monthly data filings.
2.    The General Investigation will evaluate the systemic problems.
3.    FE has changed its collection policy to be more customer-friendly.
4.    The Commission will render an Order setting public comment hearings.
5.    The Commission can order the company to meet specific metrics.

She also asserted that the Commission is concerned about new estimates perpetuating last year's errors.  Great... but is she going to read my meter every month now to correct this problem?  No.  Your "concern" is greatly appreciated, Ms. Short, but why not make the company correct its previous errors and estimation routine to keep it from perpetuating this winter.  It's already begun, and we're hardly into the heating season.

Short says FirstEnergy has been "responsive."  Maybe that's what it looks like from a seat on the Commission's bench, but the view is so much different from my house.

Byron Harris, Consumer Advocate, stopped by on his last day of work to be congratulated and thanked by the legislators.  Even with all that going on, Byron was the only presenter who tried to stick up for you, however, he admitted that he has no data on your complaints because that is handled by PSC staff, and not the Consumer Advocate.  The Consumer Advocate has asked for public comment hearings in Charles Town, Martinsburg and Morgantown.  If you want one in your town, you need to call the new Consumer Advocate, Jackie Roberts, at 304-558-0526 and let her know. 

Byron touched on topics such as pay for performance, making the problems an issue in a future rate case; that the company should have internal controls to flag an account with too many estimates; that he would have to go to hearing to get any remedies the Consumer Advocate might suggest, or FirstEnergy could fight improvement and take the case to hearing.  He mentioned that the company has hired a consultant to analyze their billing program, and Byron hopes it will be an independent and honest process.  He was asked what the customer remedy would be for the company's  failure to follow the tariff and responded that the customer could file a complaint with the PSC.

Byron said the public hearings will be very important.  The PSC and the Consumer Advocate needs to hear from you!

Excuses made for FirstEnergy:

1.    The company spends $6M/year on meter reading.  Having good service will cost too much.
2.    Customers can read their own meters.
3.    FE "works with customers" and is responsive.
4.    There has been some improvement, but there is a long way to go.

In response to Senator Snyder's questioning about an effective legislative remedy, Byron wasn't very helpful, except to shoot down Herb's suggestion to add the meter reading frequency to statute (and perhaps with good reason).  If Herb wants some real suggestions, he knows who to ask... or maybe he'll just get told ;-)

FirstEnergy trotted out WV "Director of Operations" Holly Kauffman.  Where has this woman been?  Nobody has seen or heard from her since this debacle began.  Maybe she's just a do-nothing figurehead whose job is to run boring power point presentations and use up valuable discussion time?

Anyhow, Holly said she takes pride in how FirstEnergy supports "our customers."  Well, I guess that explains it then.  Holly went on to say that FirstEnergy will fix their problems "as a company."  Then she made all the same old, tired excuses as Karen Short.  Do you think they rehearsed this together while exchanging recipes and doing each other's nails?

Holly wants us to believe that FirstEnergy launched its own "internal investigation."  Was that before or after they blew off the Citizens' Public Hearing in Charles Town?  Let's save Holly some embarrassment and admit that we sent her a personal invitation.  She never responded.  Instead, lobbyist Sammy Gray merely "respectfully declined" the invitation for a second time.  I guess Holly just does what Sammy tells her to do.

Holly says FirstEnergy's estimation process is fixed!  You believe her, don't you?  No?  Okay then, she also admitted that the EPRI analysis of FE's billing system has not yet been completed... but why should they bother, when it's already fixed?  And, one more point to ponder -- who is paying for this study?  Surely not the ratepayers, since the problem was caused by the FirstEnergy merger.... and no merger costs are billable to customers.  Well, at least that's what the merger stipulation says, but it also says that FirstEnergy's merger would be a huge benefit to electric consumers in West Virginia.  We're still waiting, FirstEnergy.  Your merger has been nothing but misery and agony for your captive customers.

FirstEnergy did one good thing!  I know... shocking, isn't it?  Supposedly they have hired 7 roving meter readers to fill in during absences and help the meter readers catch up on those impossibly heavy meter reading schedules.  Wow!  Did they call in Sherlock Holmes to figure out that they need some sort of back-up system because life happens?  They have also supposedly begun calling customers to alert them in advance of a renumbering double billing event about to happen.  Is that because that tiny line of text on the bill just wasn't effective?  Right.

But then she got carried away and insisted that FirstEnergy is responsive to customers and that no customers had their power disconnected due to the billing fiasco.  This is just plain NOT TRUE!

A few legislators asked questions, but Holly batted them all away as insignificant or unworkable.  A very unintelligent discussion of smart meters ensued, but Holly's bottom line was that we could either have cheap electricity or good service, but not both.

And make note of this... in the event that you overpay the company due to an over estimated bill, you can call and request that they send you a check instead of being stuck with a huge credit.

To sum it up, FirstEnergy is a company that "continues to improve" and "continues public outreach."  After all, when you've hit rock bottom with customer service, the only direction to go is up.

Please write to your legislator and let him/her know that you are not satisfied with Monday's performance.

Safety first, Potomac Edison customers!

Lots of stuff to catch up on today now that I'm back in this time zone, but the most important thing going on today is the legislative discussion of the study regarding electric utilities' billing practices being held at 3:00 p.m.  You may listen live at this link.  When it's time for the meeting, the location will change to a "Listen Live" link.  I  hope you have already called or emailed the members of Gov. Org. to let them know about your concerns regarding your electric bill.  If not, here's a link to committee members.

Please do your part to inform the legislators about your concerns.  "Someone" isn't going to take care of it for you this time.  "Someone" has been busy helping other people for the past week, and "nobody" stepped up to fill the void.  It's "do-it-yourself" this time.

Watch Toad blink and twitch his way through another fairy tale.

The people aren't buying it.  In fact, this story only makes them ANGRIER and more determined to show up at the upcoming public hearings in record numbers.

It seems many want to take Toad on for his lies.  How about it Toad?  Want to debate with your eager public?  Maybe we can all roll our eyes and make faces!

Anyhow, why not let the reporter know where she went wrong?  (Please be nice!)

...Karma came a'knocking yesterday.

The Plain Dealer reports that FirstEnergy failed a Nuclear Regulatory Commission "force on force" exercise at its Beaver Valley nuke.

FirstEnergy says that its failure was a result of the way the NRC inspectors conducted the exercise.

In other news,  a group of local residents filed a lawsuit alleging that FirstEnergy's Hatfield's Ferry coal-fired generator was damaging their health and their property.  Hatfield's Ferry is one of two plants that FirstEnergy has slated for closure in October.  Political hijinks have ensued, attempting to keep the plants open.  PJM has determined that the plants are necessary for reliability, but FirstEnergy is pretending to proceed with closure, hoping it might get a better deal if it continues this silly game of chicken.

And, closer to home, a Potomac Edison publicity stunt went wrong yesterday when spokesflack Crapaud Meyers got cornered about how the WV PSC General Investigation was going.

Unfortunately, the wanna be journalists at WHAG's summer training camp turned it into a one-sided infomercial, but that didn't dampen Crapaud's enthusiasm for twitching his way through making crap up.  Crapaud now says Potomac Edison is working on solving the problem, when just a few months ago, the company told the PSC that there was no problem to be solved.

Watch the video to enjoy Crapaud's newly-evident twitch.  What it is that FirstEnergy does to its employees that makes them twitch like that when they lie?

Well, you know what they say, necessity is the mother of invention, and one creative individual has come up with a new (if illegal) way to pay his outrageous Potomac Edison electric bill.

According to this article in the Herald-Mail: 

So, how many copycat crimes will this cause?  And would it be a crime if you stood on a street corner with a bucket and a sign "Help Me Pay My Inaccurate and Outrageous Potomac Edison Electric Bill!"?  Probably not.  And it would probably be even more lucrative.  You can't mention the words "Potomac Edison" out in public around here without having bystanders chime into the conversation.  While out having coffee with a friend yesterday morning, those words were said and next thing you know we're in conversation with a gentleman who was simply standing nearby fixing his coffee.  Who hasn't gotten an outrageous bill or knows someone who has?  Would you feel sorry for someone stuck with an outrageous, inaccurate bill who was having their service shut off?  Would you toss in a few bucks?

Thanks, Potomac Edison!  Dishonest panhandlers!  Just one more service you provide!