Public Utility Commission investigating PPL billing issues

The Pennsylvania Public Utility Commission has begun a comprehensive 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, a release said, which enforces the state public utility code and PUC regulations.

The PUC continues to encourage consumers to contact PPL with concerns about the size and accuracy of their bills, and work with the utility to explore options for corrected bills, payment options and financial assistance.

Consumers who do believe that PPL has failed to address their issues or hasn’t responded appropriately to their situation should contact the PUC’s Bureau of Consumer Services at 800-692-7380. If they are unable to reach PPL agents or don’t receive a response from PPL, consumers should contact the Bureau of Consumer Services to report those issues.

In a letter Tuesday to its customers, PPL said it had “resolved the technical issue that resulted in a significant number of bills that were based on estimated electricity usage” sent from Dec. 20, 2022, through Jan. 9.

“Estimates based on historical usage may have been higher or lower than actual usage. If this impacted you, you have either already received a corrected bill with actual usage or an adjustment on your next monthly bill to ensure you only pay for the electricity you used. By fixing the technical issue, we have restored customers’ access to detailed usage information online at pplelectric.com.”

PPL said it will not shut off power to residential and small-business customers for non-payment through March 31 and is waiving all late fees in January and February. “Any fees already charged in January will be credited to customer accounts. We continue to offer payment plans and assistance programs that can help if you are struggling to pay your electric bill.”

The utility said it was also adding more agents to answer calls and reduce wait times.

Paula Wolf is a freelance writer