The Pennsylvania Public Utility Commission has launched an investigation into the circumstances surrounding unusually high bills recently received by customers served by PPL Electric Utilities, along with the accuracy and integrity of PPL’s billing practices.
The matter has been referred to the PUC’s independent Bureau of Investigation and Enforcement for investigation – which enforces the state public utility code and PUC regulations.
The president of PPL apologized to customers who have been struggling to contact the company with questions about a sharp increase in their electric bills last month. Steph Raymond said her company has fallen short of its standards in both its billing and in its responsiveness to customers.
In a letter to customers, Raymond wrote:
“Today, I am reaching out to address these issues, including estimated bills, to share steps we’re taking to support our customers, and to explain what it means to you. I also want to take this opportunity to address higher prices for energy supply, which have been the primary driver of higher bills.
While estimated billing and higher prices are unrelated, together they have fueled a sharp increase in customer calls, resulting in long wait times for many who have tried to contact us. If you received an estimated bill or have had difficulty reaching our call center, I apologize. Simply put, you deserve better, and we are committed to regaining your trust.”
Consumers who do not believe that PPL has addressed their issues or believe that the utility has not responded appropriately to their situation, should contact the PUC’s Bureau of Consumer Services (BCS) at 1-800-692-7380. Additionally, consumers who are unable to reach PPL agents or do not receive a response from PPL should contact BCS to report those issues.