The Dayton Power and Light Company [DPL]
The Dayton Power and Light Company [DPL] Customer Service Contacts
United States - 45432
I was contacted today by DP&L who claimed I was $500 in arrears on my electric bill and that they would be initiating a shutdown of my account. After verifying though my bank each of the last 3 payments had be made and deposited by DP&L and the next payment due was not until mid January. This high handed threat is unprofessional and does not reflect well on their company
I moved out of state recently, I emailed them requesting to stop services and they email me a link, when I clicked the online link it went through to a confirmation page. DP&L kept billing me and is saying you never stopped the service. They keep forcing me to pay for it when in reality I did not even reside at the address. It was due to a flow in their service that it did not went through. This is unacceptable
I encountered the worst customer service representative, ever, in my life. This individual works in Dayton Power and Light.
Here is the story: From Canada I moved to Ohio, and had to transfer the electricity account from the apt rental company to my name. Following the rules of Dayton Power and Light, I faxed a notarized copy of my photo ID and made the $100 deposit. Then I was told that the photo ID which I had faxed them was pitch black. That representative over the phone politely requested that I sent them another copy because the company wants to have a record of how their clients look. So I had another copy notarized and faxed to them. It was coincidence that the same person answered my call to follow up with the second copy, and he verified that the second copy was acceptable.
Six weeks later, the apt rental office left me a letter saying that I failed to transfer the electricity account to my name. Not only did I had to pay the electricity bill, I also had to pay a penalty of $25. I did what a sensible person would do: Call the customer service of Dayton Power & Light and figure out what was wrong.
The representative said they had no record of me sending the second copy of my ID. She went to check the file again, and said yes, they got the second copy, but it didn't matter, because I did not call them back to verify. As long as I did not call them back, the procedure was incomplete. That was why the account was not transferred to my name. I told her I did call back. She asked me the exact date and time that I phoned, and the name of the person to whom I talked. I said I did not keep such record, but I did call back. She said there was no such record. I explained that I talked to the same representative twice--that's how I knew for sure that I called back to verify. Even if I had never called them back to verify, why would they have received the second copy of ID, not to mention the $100 deposit? Doesn't that mean I really want to pay for my electricity?? I do not keep a record of when and to whom I talk when I call the customer service, because I trust that things will be done properly!! She then insisted that I first contact the cable phone company and get a call history record to prove that I did call Dayton Power & Light again to verify the quality of the photocopy. Without the proof, she did not believe me. I asked if I could talk to her supervisor, she said "unless you give us the date, time, and the name of the person you spoke with, nobody can help you."
Her attitude was rude and stinky, and she was fully convinced that I was the one to blame for the whole situation ("that's because you didn't call us back"). Not for a second did she think that someone in the process might have dropped the ball. I was offended by her attitude that the whole organization is infallible and that we individual customers are faulty. When I asked her the name of the previous person with whom I talked, she refused to give me any information because I would then "call them back and pretend that I knew these all along". I could not believe she was already calling me a liar. She also advised me to keep a record of the conversation: "Today is Feb. 7, 2012. We've talked for about 15 mins. My name is Mariel. I can spell it for you: M-A-R-I-E-L."
I am still waiting for Time Warner Cable to send me a copy of the outbound call log, so that I could have some kind of evidence showing that I did call Dayton Power and Light to follow through. I am more than happy to pay for my own electricity bill, if they would let me. At the second thought, I really don't want to be their customer, because of this stinky experience.
On 9/16/10 our power got turned off by dayton power and light our son has asthma real bad our son had three asthma attacks the same day so we had to rush and leave our home to stay at my husbands mothers house. on 9/20/10 i took my son to his doctor for his asthma, we got there at 10:30am his doctor checked him over i told him about our power and he faxed the paper at 12:45 it still took them til almost 12:00am to come out my son had two more asthma attacks i had to have my husband take our son back to his moms til the guy came out to turn us back on. i had to stay in a dark house all alone. when the guy came out he was very rude when he spoke to me he was so rude i got scared and went to my neighbors house and called my husband to hurry up and come home. when i was talking to my husband he got rude again and said no let me talk to him so i let him talk to my husband and he got rude with my husband on the phone. what is so sad about the whole thing is this, we have never missed a payment we might have been late a few times but we always paid our bill. we thaught we would miss one payment because we have not been able to take our boys to the county fair in three years we did not think it would hurt anything, so we missed our payment this month. i wish there was another dayton power and light company because i would switch in a heart beat! I was at my mom's place with my son, because he has asthma.The phone rings, and it's my wife and she's telling me to come home now that DP&L is here and the man is threatening. I say that i'm on my way and to let me talk to him. I was talking to him and he asked me where the "###ing" meter was at. I asked what he meant, and he replied-"quit playing games"! I told him that I don't know anything about the meter. He said "where's the ###ing meter"? I said that I don't know anything about the meter. He said that someone had stolen the meter from the house. I told him that we had been staying at my mom's for the past three days, because we had no power and someone had broken into our home. He says-" I don't give a ### about that, I want the ###in' meter so I can turn your power back on, just be honest with me, and this won't get nasty"! I said that I don't know anything about a meter. He replies- " Is this the way it's gonna be". " I am going to call the police and detectives out here and this thing is gonna get nasty"! I told him to go ahead and call them and that I know nothing about the meter. The very next day, I called DP&L and asked them who the guy was that turned our power on. They said that they can't give that information out. The woman asked me why I wanted to know this. I then told her that this guy had made a scene in front of our neighbors and accused us of stealing the meter. She then said that she would have a supervisor call us, but they never called. I really don't appreciate being made to look like a bad person, when I have been a customer of DP&L for 18+ years, until this ### came and caused this unwarrented scene. I advised DP&L that I was filing three=3 separate complaints, but, we have resolved two=2 of the issues and so only one=1 was filed. This complaint involves more than I care to spend all day typing and filing, because there was a lot more that happened on this day involving DP&L and their unfair practices. This individual had turned the power back on after installing a new meter and didn't even tell us that it was on and my wife was in the house totally in the dark, for three=3 hours, until I returned home and discovered it and turned the breakers back on. This is not right to be treated this way, when I have been a loyal customer of theirs for so long of a time period.