HARRISBURG, Pa. — The state Public Utilities Commission said Wednesday it has received hundreds of calls and electronic submissions from consumers about unusually high PPL bills, especially over the past week.
That detail, shared by press secretary Nils Hagen-Frederiksen, came a day after the PUC said it had initiated a comprehensive investigation into the circumstances surrounding that billing by PPL Electric Utilities, along with the accuracy and integrity of PPL’s billing practices.
In response to questions from LehighValleyNews.com, Hagen-Frederiksen said the PUC’s Bureau of Consumer Services is reviewing all of the information that has been submitted by consumers.
- The state Public Utilities Commission said it has received hundreds of calls and electronic submissions about unusually high PPL bills
- PPL sent a letter to customers about the issue Tuesday, the same day PUC announced an investigation into the issue
- PUC said assisting individual customers will run parallel to a broader investigation by the Bureau of Investigation and Enforcement
He described the process as “ongoing” and said the team would respond to each person who contacts the PUC.
Hagen-Frederiksen said the work being done by the PUC’s Bureau of Consumer services will continue, working to assist individual consumers, as the broader investigation by its Bureau of Investigation and Enforcement continues.
The investigation stems from PPL’s recent issuing of erroneous bills to customers, which it blamed on an error with its billing system. The bills were based on an “estimated” usage and were much higher than normal.
PPL said the bills were based on actual electric use data during the same billing period the previous year, but customers in contact with LehighValleyNews.com and others who posted messages on social media said the numbers weren’t close to accurate.
PPL President Steph Raymond sent a letter to customers Tuesday explaining the error, weeks after the erroneous bills first were issued.
During that time frame, many customers said waiting times to reach PPL by phone were hours long.
"If you received an estimated bill or have had difficulty reaching our call center, I apologize," the letter read. "Simply put, you deserve better, and we are committed to regaining your trust."
A short time later, PUC announced its investigation.
No specifics
Hagen-Frederiksen could not offer specifics of the broader investigation by the Bureau of Investigation and Enforcement, including whether there would a public comment period during the investigation, or if one would be offered at its conclusion.
As for how long the investigation could take, he said each case has unique circumstances and pace.
“There is no specific timetable for this investigation, but I&E will conduct their review in a timely manner,” he said.
"There is no specific timetable for this investigation."Nils Hagen-Frederiksen, PUC press secretary
The PUC said Tuesday that consumers who do not believe that PPL has addressed their issues or believe that the utility has not responded appropriately to their situation should call the PUC’s Bureau of Consumer Services at 1-800-692-7380.
Additionally, consumers who are unable to reach PPL agents or don't get a response from PPL should contact BCS to report those issues.
PPL said it has added more agents at the call center to address questions faster, that it would waive all late fees for January and February and that power would not be shut off for non-payment through March 31.
Lehigh Valley lawmakers also have weighed in. Democratic representatives Josh Siegel, Peter Schweyer and Mike Schlossberg all say they’ve fielded calls.
In a tweet Tuesday, U.S. Rep. Susan Wild, D-Lehigh Valley, also said her office would keep providing resources to file complaints with PPL via the PPL customer assistance program, PA Office of Consumer Advocate and the PUC.
