The state Public Service Commission on Friday denied a motion by the FirstEnergy power conglomerate to dismiss the investigation into billing practices at two of the company's West Virginia subsidiaries.
Instead, commissioners ordered the company to begin making monthly reports regarding its billing, meter reading and customer service practices.
PSC officials began looking into the matter last month after receiving numerous complaints from customers of FirstEnergy subsidiaries Monongahela Power and Potomac Edison. The two subsidiaries serve about 520,000 customers in 37 counties across the state.
On Friday, the commission ordered FirstEnergy to begin filing monthly reports detailing containing specific information about customer service, billing and meter reading practices at the two subsidiaries.
Specifically, the commission wants the company to report the number and the percentage of customers who have received two or more consecutive bills that were based on estimated power consumption, rather than results read from their meter.
Additionally, the commission wants to know the companies' monthly meter reader employment levels, the number and types of complaints received by FirstEnergy, the number and percentage of customer complaints resolved on the first call to FirstEnergy and the number of customers placed on deferred payment plans.
The reports should begin with the most recent billing cycle and must be submitted on a monthly basis for at least one year.
Once the commission receives and reviews the first two months of reports, it plans to hold public comment hearings on the matter in FirstEnergy service areas across the state.