The Pennsylvania Public Utility Commission (PUC) has announced on Tuesday it is launching an investigation into circumstances surrounding high bills recently received by PPL Electric Utilities customers.
The commission said it's also looking at the accuracy and integrity of PPL's billing practices.
A number of people had reached out to CBS 21 about their PPL electric bills, expressing concerns about the prices and called it "outrageous."
The PUC said the matter has been referred to the commission's independent Bureau of Investigation and Enforcement. That bureau enforces state public utility code and PUC regulations across Pennsylvania.
The commission said customers should also contact PPL with concerns about the size and accuracy of their bills, and work with the utility company to explore options for corrected bills, payment options, and financial assistance if needed.
On Tuesday, the president of PPL Steph Raymond issued a statement. Raymond said the issued had been resolved and that customers should get a corrected bill next month.
Raymond also apologized:
You have a right to expect excellent service from your electric utility. We know that delivering reliable electricity – keeping the lights on for you – must be matched by exceptional customer service. In recent weeks, we’ve fallen short of this standard in both our billing and responsiveness to customers. Today, I’m 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 for 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 we don’t control these energy supply costs, we are committed to doing what we can to help you in this challenging time. 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.
Initially, PPL said a technical system issue made data from customer meters temporarily unavailable in the systems that generate bills. They said the bills were created by estimating usage data based on a customer's historic usage.
The PUC said PPL customers who believe the company has not addressed their issue properly or has not responded appropriately can contact the commission's Bureau of Consumer Services at 1-800-692-7380.
Customers who are unable to reach a PPL agent or do not hear back from the utility are also encouraged to call the Bureau of Consumer Services.