PECO Energy Company: billing error

Collect

• the disputed bill
• previous bills
• meter photos with dates
• call notes with reference numbers

Steps

1. Call PECO, question the charge and ask for an investigation. Get a reference number.

   PhoneResidential billing and customer service +1-800-494-4000

2. If you disagree with PECO's answer, tell PECO in writing or by phone that it is not resolved. PECO must respond to the dispute within 30 days.

   FormContact Us online form

3. Keep paying bills you do not dispute.

4. Within 10 days of PECO's report, file an informal complaint with the PA PUC Bureau of Consumer Services to keep service on during the appeal.

Facts you can cite

• Deadline

  After the customer says the matter is not resolved, the utility must respond to the dispute within 30 days. To keep service on while appealing, file an informal complaint with the PUC within 10 days of the utility's report, and a formal complaint within 20 days of the Bureau of Consumer Services' report.

  Source: peco.com, verified 2026-10-12

• Policy

  The utility may not shut off service for non-payment of the bill in question while the customer waits for a response to the inquiry or dispute, but undisputed bills must still be paid.

  Source: peco.com, verified 2026-10-12

• Process

  Before filing any complaint with the PA PUC, customers should contact the utility first. The informal complaint process is best for residential payment arrangement requests and billing error investigations. Customers must still pay current bills while a complaint is under review.

  Source: puc.pa.gov, verified 2026-10-12

• Limit

  The PA PUC Bureau of Consumer Services cannot require a utility to pay damages for harm to the customer or their property.

  Source: puc.pa.gov, verified 2026-10-12

Rules in force

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  1 citable point

  • Policy

    The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".

    Source: law.cornell.edu, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneResidential billing and customer service +1-800-494-4000

2. Supervisor

   Ask the representative for a supervisor. Write down the name and reference number.

3. Written complaint

   FormContact Us online form

   Tell PECO in writing or by phone that the matter is not resolved; it then becomes a dispute and PECO must respond within 30 days.

4. State agency

   Your state’s utility commission. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   Pennsylvania Public Utility Commission (PUC), Bureau of Consumer Services. The PUC says customers must contact the utility before filing; an informal complaint is recommended for payment arrangements and billing errors.

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   Pennsylvania Attorney General.

Watch out

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