Pennsylvania Electricity: PPL responds to customers after investigation begins into high electric bills

ALLENTOWN, Pennsylvania (WPVI) — Pennsylvania regulators are launching an investigation into how technical errors at a local utility caused customers to receive abnormally high bills.

The Pennsylvania Public Utility Commission (PUC) is investigating PPL Electric Utilities, which serves portions of Bucks, Berks, Chester, Montgomery, and Northampton counties.

According to PPL Electric, the affected invoices were sent out between December 20th and January 9th.

The company says it has either sent corrected balances to customers or will make adjustments to their next monthly bill.

“We will not be shutting off power to residential and small business customers for non-payment until March 31,” said Stephanie Raymond, president of PPL Electric, in a letter to her customers.

The company also waives all late fees during January and February.

“… we make this promise to our customers: They rely on us and we deliver. For some of you, we have not lived up to that promise in our customer service. I can assure you that we will do everything we can to look forward to providing you with the service you deserve,” the letter said.

PUC says that customers who do not believe PPL has addressed their issues or believe the utility has not adequately responded to their situation should contact PUC’s Bureau of Consumer Services (BCS) at 1-800-692-7380 should turn. PUC says that consumers who are unable to reach PPL agents or who do not receive a response from PPL should also contact BCS to report these issues.

PPL says it’s adding more agents to answer customer calls and reduce wait times.