PECO review: An absolutely unacceptable experience with PECO

I have never been so disgusted with a utility company’s handling of a customer assistance request.

On August 19, 2026, I applied for PECO’s Customer Assistance Program (CAP) because my electric bills have become financially unmanageable. My application was denied because PECO’s system reportedly showed my monthly income exceeding $2,000. My actual unemployment income at the time was approximately $1,948.

For nearly two months, I have been trying to get a simple question answered: Where did that income figure come from, and how was it calculated?

Apparently, that’s too much to ask.

I contacted PECO twice on October 14. Rather than receiving an explanation, I encountered representatives who were dismissive, unhelpful, and seemingly uninterested in resolving the issue. Neither could identify the source of the income information or direct me to someone who could.

Meanwhile, I have received a formal notice threatening to disconnect my electricity on October 19. My apartment relies on electricity for heat, and my outstanding balance is over $1,000.

Think about that: A customer applies for financial assistance because she cannot afford her electricity, gets denied based on income information the company cannot explain, spends weeks trying to resolve the discrepancy, and is then threatened with disconnection.

I am not asking PECO to erase my bills or ignore its policies. I am asking for transparency, accountability, accurate income verification, and basic respect when requesting assistance.

Instead, I have been treated as though asking for an explanation is unreasonable.

I have now filed a complaint with the Pennsylvania Public Utility Commission because my attempts to resolve this directly with PECO have gotten me nowhere.

A company providing an essential service should not make financially vulnerable customers fight this hard just to receive an explanation of an eligibility decision.

PECO needs to do better. Much better.