The Pennsylvania Public Utility Commission announced Tuesday it is investigating 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 for investigation - which enforces the state public utility code and PUC regulations.

On Tuesday afternoon Steph Raymond, president of PPL Electric Utilities, issued a response to customers whose bills were higher because of a computer glitch.

“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,” Raymond said.

She also addressed higher energy costs.

“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,” Raymond said.

The company said it is taking the following steps:

• The company has resolved the technical issue that resulted in a significant number of bills that were based on estimated electricity usage. This issue involved bills sent from Dec. 20 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.

• Customers’ access to detailed usage information is again available online at pplelectric.com.

• The company will not shut off power to residential and small-business customers for nonpayment through March 31.

• Late fees in January and February are being waived. Any fees already charged in January will be credited to customer accounts.

• Payment plans and assistance programs are offered to those struggling to pay their electric bill at pplelectric.com/billhelp or by calling 1-800-DIAL-PPL.

• More agents are being added to answer your calls and reduce wait times.

In addition to the investigation, the PUC encourages 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 options.

Consumers who do not believe that PPL has addressed their issues or believe that the utility has not responded appropriately to their situation, should contact the PUC’s Bureau of Consumer Services at 1-800-692-7380. Additionally, consumers who are unable to reach PPL agents or do not receive a response from PPL should contact BCS to report those issues.

Raymond concluded, “In closing, we make this pledge to our customers: You Depend 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 going forward to provide the service that you deserve.”

Higher costs

PPL had another price increase on Dec. 1.

“The default rate reflects our cost to buy power for you if you don’t shop for your electricity supply. This rate is determined through a competitive bid process approved by the Pennsylvania Public Utility Commission, and we pass along the cost of the power at no profit to us,” Raymond said.

She gave tips to help manage energy costs:

• Visit the Pennsylvania Public Utility Commission’s website, PaPowerSwitch.com, to shop for a better deal on electricity supply. If you shop, always remember to carefully read the terms and conditions to understand the price, contract term and any cancellation fees or other conditions that may apply.

No matter which supplier you choose, we will still deliver that electricity to you safely and reliably.

• Use energy efficiently. Visit pplelectric.com/ways-to-save.

• Make your bills more predictable and affordable. We have many helpful programs for customers who qualify.

To learn more, visit pplelectric.com/billhelp.

• Select a convenient payment option. To find easier ways to pay, visit pplelectric.com.

• PPL has added more agents, but customers can also access online at pplelectric.com. You can set up a payment plan online or by using the voice response system, available at 1-800-DIAL-PPL.