{"id":"peco","page":"https://escalate.alexgaoth.com/#/c/peco","html":"https://escalate.alexgaoth.com/c/peco/","generated":"2026-10-15","company":{"id":"peco","name":"PECO Energy Company","aliases":["PECO","PECO Energy"],"sector":"utility","parent":"Exelon Corporation","website":"https://www.peco.com","notes":"Electric and natural gas utility in southeastern Pennsylvania. Regulated by the Pennsylvania Public Utility Commission (PUC), which requires customers to contact the utility first. peco.com HTML pages return empty to automated fetches; values below come from the PECO Customer Handbook PDF, peco.com search results and PA PUC pages. Termination rules are from the PA PUC.","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Report an outage or a gas or electric emergency (leave the area first)","value":"+1-800-841-4141","hours":"24/7","purposes":["service_outage"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Report a gas-only emergency","value":"+1-844-841-4151","hours":"24/7","source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://secure.peco.com/Outages/ReportAnOutage/pages/ReportAnOutage.aspx","purposes":["service_outage"],"source":"https://www.puc.pa.gov/electricity/electric-companies-suppliers/","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Contact Us online form","value":"https://secure.peco.com/myaccount/customersupport/pages/contactusforms.aspx","purposes":["billing_error","poor_service"],"notes":"PECO says not to report gas or electric emergencies by email or online request.","source":"https://www.peco.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"assistance-phone","type":"phone","label":"Customer Assistance Programs (CAP-PIPP, CARES)","value":"+1-800-774-7040","hours":"Representatives 7 a.m.-7 p.m.","purposes":["disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Assistance programs (CAP-PIPP, LIHEAP, MEAF, payment arrangements)","value":"https://www.peco.com/my-account/customer-support/assistance-programs","purposes":["disconnection"],"source":"https://www.peco.com/my-account/customer-support/assistance-programs","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","channel":"complaint-form","note":"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."},{"rung":"state_agency","agency_kind":"utility_commission","note":"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."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Pennsylvania Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with PECO first; if unresolved, file an informal complaint with the PA PUC and keep paying current bills.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call PECO, question the charge and ask for an investigation. Get a reference number.","channel":"customer-service-phone"},{"do":"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.","channel":"complaint-form"},{"do":"Keep paying bills you do not dispute."},{"do":"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":[{"kind":"deadline","claim":"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.","issues":["billing_error","disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["billing_error","disconnection"],"source":"https://www.puc.pa.gov/documents/utility-files/444/26_Complaint_Process.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"The PA PUC Bureau of Consumer Services cannot require a utility to pay damages for harm to the customer or their property.","issues":["billing_error","service_outage"],"source":"https://www.puc.pa.gov/documents/utility-files/444/26_Complaint_Process.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask PECO for a payment arrangement and CAP; submit a medical certificate if someone is seriously ill; low-income customers are protected from December 1 to March 31.","evidence":["10-day termination notice","account balance","proof of income","medical certificate"],"steps":[{"do":"Call PECO before the termination date and ask for a payment arrangement and whether you qualify for the Customer Assistance Program (CAP).","channel":"assistance-phone"},{"do":"If you have lost income suddenly, ask about the Matching Energy Assistance Fund (1-800-403-6806) and LIHEAP.","channel":"payment-assistance"},{"do":"If someone in the home is seriously ill, have a licensed physician, physician assistant or nurse practitioner fax or email a medical certificate to PECO."},{"do":"If you cannot agree on a payment arrangement, file an informal complaint with the PA PUC."}],"facts":[{"kind":"deadline","claim":"Before disconnection, the utility sends a 10-day notice and attempts contact at least three days before the disconnection date. A termination notice is valid for 60 days; termination can occur any time between day 11 and day 60.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The PA winter moratorium protects consumers from termination between December 1 and March 31, but service can be terminated in winter without PUC approval if the customer's income is outside the utility's income guidelines.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"An accepted medical certificate postpones a shutoff for up to 30 days and can be renewed for 30-day periods. If current bills are not paid, the utility does not have to accept more than two renewals. A certificate can restore terminated service within 24 hours if the customer was terminated less than 30 days ago.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/1778/medical_certificate_guidance.docx","last_verified":"2026-10-12"},{"kind":"policy","claim":"The utility must offer one payment arrangement and may be required to offer another; the PUC may establish one. The PUC cannot set a payment arrangement on CAP arrears.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"From December 1 to March 31, the utility restores service within 24 hours after the customer pays and meets its conditions (seven days if digging is required). The rest of the year, restoration is within three to seven days.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report outages and downed lines to PECO by phone or online.","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage or downed line by phone or online.","channel":"emergency-phone"}]},{"issue":"deposit_refund","summary":"PA utilities may require a deposit for poor or no credit history, termination, or missed payments; CAP-eligible customers may be exempt.","evidence":["deposit notice","payment history","CAP eligibility"],"steps":[{"do":"Ask PECO why the deposit is required and whether CAP income eligibility exempts you. After 12 consecutive on-time months, ask for the deposit back with interest.","channel":"customer-service-phone"},{"do":"If you disagree, file an informal complaint with the PA PUC."}],"facts":[{"kind":"policy","claim":"A PA utility may require a deposit for bad or no credit history, termination for unpaid bills, or missing two consecutive payments or three in 12 months. The deposit could be an average of two monthly bills. A customer income-qualified for CAP may not be required to pay a deposit.","issues":["deposit_refund"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"compensation","claim":"Under CAP-PIPP, eligible customers (at or below 150% of the Federal Poverty Level) pay a percentage of household income as a fixed monthly PECO bill; first-time enrollees may have the total past-due balance forgiven.","issues":["disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"policy","claim":"A utility may hold a deposit until a timely payment history is established, meaning 12 consecutive months paid in full and on time. The deposit earns interest. A cash deposit cannot be greater than two months of estimated usage.","issues":["deposit_refund"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers can name a third party (neighbor, friend or family member) to receive copies of late payment and termination notices. The third party is not responsible for the bill.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"}],"known_blockers":["peco.com HTML pages return empty to automated fetches; use the phone lines or the online contact form.","Medical certificates must be signed by a licensed physician, physician assistant or nurse practitioner with their license number."],"official_domains":["peco.com"],"security":{"never_asks":[{"kind":"policy","claim":"PECO representatives will never call customers for bill payment in cash or by prepaid credit card.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"When customers pay PECO by phone, they enter the payment information themselves in a secure system. PECO says not to give card or banking information to a live customer service agent.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof the Caller ID so that a call appears to come from a PECO phone number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages (\"smishing\") that try to get customers to give personal and financial information.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People pose as PECO utility workers, sometimes with fake badges, to get account information or access to the home. Real PECO employees and contractors carry ID badges with their name, photograph and identification number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspicious call, text, email or visit claiming to be from PECO (customer service)","value":"+1-800-494-4000","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"peco","name":"PECO Energy Company","sector":"utility","website":"https://www.peco.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the bill with PECO first; if unresolved, file an informal complaint with the PA PUC and keep paying current bills.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call PECO, question the charge and ask for an investigation. Get a reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"do":"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.","channel":{"id":"complaint-form","type":"web_form","label":"Contact Us online form","value":"https://secure.peco.com/myaccount/customersupport/pages/contactusforms.aspx","purposes":["billing_error","poor_service"],"notes":"PECO says not to report gas or electric emergencies by email or online request.","source":"https://www.peco.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"do":"Keep paying bills you do not dispute."},{"do":"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."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Report a gas-only emergency","value":"+1-844-841-4151","hours":"24/7","source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"Contact Us online form","value":"https://secure.peco.com/myaccount/customersupport/pages/contactusforms.aspx","purposes":["billing_error","poor_service"],"notes":"PECO says not to report gas or electric emergencies by email or online request.","source":"https://www.peco.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"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.","issues":["billing_error","disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["billing_error","disconnection"],"source":"https://www.puc.pa.gov/documents/utility-files/444/26_Complaint_Process.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"The PA PUC Bureau of Consumer Services cannot require a utility to pay damages for harm to the customer or their property.","issues":["billing_error","service_outage"],"source":"https://www.puc.pa.gov/documents/utility-files/444/26_Complaint_Process.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"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\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","channel":{"id":"complaint-form","type":"web_form","label":"Contact Us online form","value":"https://secure.peco.com/myaccount/customersupport/pages/contactusforms.aspx","purposes":["billing_error","poor_service"],"notes":"PECO says not to report gas or electric emergencies by email or online request.","source":"https://www.peco.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"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.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Pennsylvania Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["peco.com HTML pages return empty to automated fetches; use the phone lines or the online contact form.","Medical certificates must be signed by a licensed physician, physician assistant or nurse practitioner with their license number."],"security":{"official_domains":["peco.com"],"never_asks":[{"kind":"policy","claim":"PECO representatives will never call customers for bill payment in cash or by prepaid credit card.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"When customers pay PECO by phone, they enter the payment information themselves in a secure system. PECO says not to give card or banking information to a live customer service agent.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof the Caller ID so that a call appears to come from a PECO phone number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages (\"smishing\") that try to get customers to give personal and financial information.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People pose as PECO utility workers, sometimes with fake badges, to get account information or access to the home. Real PECO employees and contractors carry ID badges with their name, photograph and identification number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspicious call, text, email or visit claiming to be from PECO (customer service)","value":"+1-800-494-4000","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in southeastern Pennsylvania. Regulated by the Pennsylvania Public Utility Commission (PUC), which requires customers to contact the utility first. peco.com HTML pages return empty to automated fetches; values below come from the PECO Customer Handbook PDF, peco.com search results and PA PUC pages. Termination rules are from the PA PUC.","warnings":[]},"disconnection":{"company":{"id":"peco","name":"PECO Energy Company","sector":"utility","website":"https://www.peco.com","account_url":null},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Ask PECO for a payment arrangement and CAP; submit a medical certificate if someone is seriously ill; low-income customers are protected from December 1 to March 31.","evidence":["10-day termination notice","account balance","proof of income","medical certificate"],"steps":[{"do":"Call PECO before the termination date and ask for a payment arrangement and whether you qualify for the Customer Assistance Program (CAP).","channel":{"id":"assistance-phone","type":"phone","label":"Customer Assistance Programs (CAP-PIPP, CARES)","value":"+1-800-774-7040","hours":"Representatives 7 a.m.-7 p.m.","purposes":["disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"do":"If you have lost income suddenly, ask about the Matching Energy Assistance Fund (1-800-403-6806) and LIHEAP.","channel":{"id":"payment-assistance","type":"web_form","label":"Assistance programs (CAP-PIPP, LIHEAP, MEAF, payment arrangements)","value":"https://www.peco.com/my-account/customer-support/assistance-programs","purposes":["disconnection"],"source":"https://www.peco.com/my-account/customer-support/assistance-programs","last_verified":"2026-10-12"}},{"do":"If someone in the home is seriously ill, have a licensed physician, physician assistant or nurse practitioner fax or email a medical certificate to PECO."},{"do":"If you cannot agree on a payment arrangement, file an informal complaint with the PA PUC."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Report a gas-only emergency","value":"+1-844-841-4151","hours":"24/7","source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"assistance-phone","type":"phone","label":"Customer Assistance Programs (CAP-PIPP, CARES)","value":"+1-800-774-7040","hours":"Representatives 7 a.m.-7 p.m.","purposes":["disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Assistance programs (CAP-PIPP, LIHEAP, MEAF, payment arrangements)","value":"https://www.peco.com/my-account/customer-support/assistance-programs","purposes":["disconnection"],"source":"https://www.peco.com/my-account/customer-support/assistance-programs","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Before disconnection, the utility sends a 10-day notice and attempts contact at least three days before the disconnection date. A termination notice is valid for 60 days; termination can occur any time between day 11 and day 60.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The PA winter moratorium protects consumers from termination between December 1 and March 31, but service can be terminated in winter without PUC approval if the customer's income is outside the utility's income guidelines.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"An accepted medical certificate postpones a shutoff for up to 30 days and can be renewed for 30-day periods. If current bills are not paid, the utility does not have to accept more than two renewals. A certificate can restore terminated service within 24 hours if the customer was terminated less than 30 days ago.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/1778/medical_certificate_guidance.docx","last_verified":"2026-10-12"},{"kind":"policy","claim":"The utility must offer one payment arrangement and may be required to offer another; the PUC may establish one. The PUC cannot set a payment arrangement on CAP arrears.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"From December 1 to March 31, the utility restores service within 24 hours after the customer pays and meets its conditions (seven days if digging is required). The rest of the year, restoration is within three to seven days.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Under CAP-PIPP, eligible customers (at or below 150% of the Federal Poverty Level) pay a percentage of household income as a fixed monthly PECO bill; first-time enrollees may have the total past-due balance forgiven.","issues":["disconnection"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"kind":"policy","claim":"Customers can name a third party (neighbor, friend or family member) to receive copies of late payment and termination notices. The third party is not responsible for the bill.","issues":["disconnection"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","channel":{"id":"complaint-form","type":"web_form","label":"Contact Us online form","value":"https://secure.peco.com/myaccount/customersupport/pages/contactusforms.aspx","purposes":["billing_error","poor_service"],"notes":"PECO says not to report gas or electric emergencies by email or online request.","source":"https://www.peco.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"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.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Pennsylvania Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["peco.com HTML pages return empty to automated fetches; use the phone lines or the online contact form.","Medical certificates must be signed by a licensed physician, physician assistant or nurse practitioner with their license number."],"security":{"official_domains":["peco.com"],"never_asks":[{"kind":"policy","claim":"PECO representatives will never call customers for bill payment in cash or by prepaid credit card.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"When customers pay PECO by phone, they enter the payment information themselves in a secure system. PECO says not to give card or banking information to a live customer service agent.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof the Caller ID so that a call appears to come from a PECO phone number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages (\"smishing\") that try to get customers to give personal and financial information.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People pose as PECO utility workers, sometimes with fake badges, to get account information or access to the home. Real PECO employees and contractors carry ID badges with their name, photograph and identification number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspicious call, text, email or visit claiming to be from PECO (customer service)","value":"+1-800-494-4000","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in southeastern Pennsylvania. Regulated by the Pennsylvania Public Utility Commission (PUC), which requires customers to contact the utility first. peco.com HTML pages return empty to automated fetches; values below come from the PECO Customer Handbook PDF, peco.com search results and PA PUC pages. Termination rules are from the PA PUC.","warnings":[]},"service_outage":{"company":{"id":"peco","name":"PECO Energy Company","sector":"utility","website":"https://www.peco.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report outages and downed lines to PECO by phone or online.","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage or downed line by phone or online.","channel":{"id":"emergency-phone","type":"phone","label":"Report an outage or a gas or electric emergency (leave the area first)","value":"+1-800-841-4141","hours":"24/7","purposes":["service_outage"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}}],"channels":[{"id":"emergency-phone","type":"phone","label":"Report an outage or a gas or electric emergency (leave the area first)","value":"+1-800-841-4141","hours":"24/7","purposes":["service_outage"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Report a gas-only emergency","value":"+1-844-841-4151","hours":"24/7","source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://secure.peco.com/Outages/ReportAnOutage/pages/ReportAnOutage.aspx","purposes":["service_outage"],"source":"https://www.puc.pa.gov/electricity/electric-companies-suppliers/","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","channel":{"id":"complaint-form","type":"web_form","label":"Contact Us online form","value":"https://secure.peco.com/myaccount/customersupport/pages/contactusforms.aspx","purposes":["billing_error","poor_service"],"notes":"PECO says not to report gas or electric emergencies by email or online request.","source":"https://www.peco.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"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.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Pennsylvania Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["peco.com HTML pages return empty to automated fetches; use the phone lines or the online contact form.","Medical certificates must be signed by a licensed physician, physician assistant or nurse practitioner with their license number."],"security":{"official_domains":["peco.com"],"never_asks":[{"kind":"policy","claim":"PECO representatives will never call customers for bill payment in cash or by prepaid credit card.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"When customers pay PECO by phone, they enter the payment information themselves in a secure system. PECO says not to give card or banking information to a live customer service agent.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof the Caller ID so that a call appears to come from a PECO phone number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages (\"smishing\") that try to get customers to give personal and financial information.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People pose as PECO utility workers, sometimes with fake badges, to get account information or access to the home. Real PECO employees and contractors carry ID badges with their name, photograph and identification number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspicious call, text, email or visit claiming to be from PECO (customer service)","value":"+1-800-494-4000","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in southeastern Pennsylvania. Regulated by the Pennsylvania Public Utility Commission (PUC), which requires customers to contact the utility first. peco.com HTML pages return empty to automated fetches; values below come from the PECO Customer Handbook PDF, peco.com search results and PA PUC pages. Termination rules are from the PA PUC.","warnings":[]},"deposit_refund":{"company":{"id":"peco","name":"PECO Energy Company","sector":"utility","website":"https://www.peco.com","account_url":null},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"PA utilities may require a deposit for poor or no credit history, termination, or missed payments; CAP-eligible customers may be exempt.","evidence":["deposit notice","payment history","CAP eligibility"],"steps":[{"do":"Ask PECO why the deposit is required and whether CAP income eligibility exempts you. After 12 consecutive on-time months, ask for the deposit back with interest.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"do":"If you disagree, file an informal complaint with the PA PUC."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Report a gas-only emergency","value":"+1-844-841-4151","hours":"24/7","source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"A PA utility may require a deposit for bad or no credit history, termination for unpaid bills, or missing two consecutive payments or three in 12 months. The deposit could be an average of two monthly bills. A customer income-qualified for CAP may not be required to pay a deposit.","issues":["deposit_refund"],"source":"https://www.puc.pa.gov/media/3827/26_protections_for_responsible_utility_customers_020426.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"A utility may hold a deposit until a timely payment history is established, meaning 12 consecutive months paid in full and on time. The deposit earns interest. A cash deposit cannot be greater than two months of estimated usage.","issues":["deposit_refund"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","channel":{"id":"complaint-form","type":"web_form","label":"Contact Us online form","value":"https://secure.peco.com/myaccount/customersupport/pages/contactusforms.aspx","purposes":["billing_error","poor_service"],"notes":"PECO says not to report gas or electric emergencies by email or online request.","source":"https://www.peco.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"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.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Pennsylvania Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["peco.com HTML pages return empty to automated fetches; use the phone lines or the online contact form.","Medical certificates must be signed by a licensed physician, physician assistant or nurse practitioner with their license number."],"security":{"official_domains":["peco.com"],"never_asks":[{"kind":"policy","claim":"PECO representatives will never call customers for bill payment in cash or by prepaid credit card.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"When customers pay PECO by phone, they enter the payment information themselves in a secure system. PECO says not to give card or banking information to a live customer service agent.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof the Caller ID so that a call appears to come from a PECO phone number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages (\"smishing\") that try to get customers to give personal and financial information.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People pose as PECO utility workers, sometimes with fake badges, to get account information or access to the home. Real PECO employees and contractors carry ID badges with their name, photograph and identification number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspicious call, text, email or visit claiming to be from PECO (customer service)","value":"+1-800-494-4000","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in southeastern Pennsylvania. Regulated by the Pennsylvania Public Utility Commission (PUC), which requires customers to contact the utility first. peco.com HTML pages return empty to automated fetches; values below come from the PECO Customer Handbook PDF, peco.com search results and PA PUC pages. Termination rules are from the PA PUC.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential billing and customer service","value":"+1-800-494-4000","hours":"Representatives 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.peco.com/cdn/assets/v3/assets/blt1b5616c79bacadb4/bltc5c96f853f2453c7/64da4ca9ca34bd0708d821c8/PECOCustomerHandbook_English.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","channel":{"id":"complaint-form","type":"web_form","label":"Contact Us online form","value":"https://secure.peco.com/myaccount/customersupport/pages/contactusforms.aspx","purposes":["billing_error","poor_service"],"notes":"PECO says not to report gas or electric emergencies by email or online request.","source":"https://www.peco.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"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.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Pennsylvania Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["peco.com"],"never_asks":[{"kind":"policy","claim":"PECO representatives will never call customers for bill payment in cash or by prepaid credit card.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"When customers pay PECO by phone, they enter the payment information themselves in a secure system. PECO says not to give card or banking information to a live customer service agent.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof the Caller ID so that a call appears to come from a PECO phone number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages (\"smishing\") that try to get customers to give personal and financial information.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"People pose as PECO utility workers, sometimes with fake badges, to get account information or access to the home. Real PECO employees and contractors carry ID badges with their name, photograph and identification number.","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspicious call, text, email or visit claiming to be from PECO (customer service)","value":"+1-800-494-4000","source":"https://www.peco.com/my-account/customer-support/contact-us/fraud-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}