SPRINGFIELD, Pa. (WPVI) — Dozens of consumers continue to complain to Action News Troubleshooters that they haven’t received a filling invoice in several months.

Some of these consumers have been waiting up to six months for bills. When they finally regain their balance, they experience sticker shock. So I reached out to PECO for some answers.

Cheryl Thomas, of Springfield, Delaware County, has not received a bill since May.

“I kept calling them every two weeks, sitting online, sitting on hold for 30, 35, 40 minutes,” she said.

And she is not alone. Steve Ritter, Berwyn, Chester County, is in the same boat.

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“So for June, July, August, September and October, we didn’t get a bill for gas or electricity,” Ritter said.

And when a bill comes, it’s huge. A consumer told Troubleshooters they owed $1,000.

“As we work through the billing issues that are causing the delays. Some customers may receive bills for multiple months that are higher than they expected,” explained PECO’s Tom Brubaker. “We have switched to a new customer information system and there are currently around 10,000 customers who have invoices that are 30 days or more late.”

PECO asks our viewers to keep in mind that it sends out 1.7 million invoices each month. It also says it is taking new steps to help affected consumers.

“We understand that billing issues can be really frustrating for our customers, so we work closely with them, waiving late fees and offering payment arrangements of up to 12 months if they need it. And we also assist customers with extended staff. “

PECO says it has added 60 new associates and just established a new email address where customers can send their billing questions directly to. That address is [email protected].

As for when the remaining 10,000 customers will be billed again?

“We work through them every day. More customers are getting invoiced, so it’s an ongoing process,” says PECO.

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