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PUC Staff Reports That Choice Utility's Number Of Unbilled Customers Has Increased 50% After Recent Progress (Includes Unbilled Retail Supplier Customers)
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In a report filed in a rate case for Dayton Power & Light (AES Ohio), Staff of the PUC of Ohio reported that billing errors have recently increased at DP&L after previously reaching remediation plan milestones for accuracy.
As previously reported (details here), various billing errors resulted from DP&L's implementation of a new customer information, billing, and data system (called ACE), which had included billing errors (including non-billing) for retail supplier charges
During the height of the DP&L billing problems, retail suppliers had alleged that, "CRES [retail] providers have not been able to have customers properly billed over several months, with some suppliers having outstanding charges of over a million dollars that AES Ohio has still not properly billed to customers."
Staff in the new rate case report said that, under a remediation plan, AES Ohio had a target of October 31, 2025 to resolve the billing concerns, and to have 99 percent of all customers invoiced. Staff reported that AES Ohio reached the 99 percent threshold on November 14, 2025. At such time, 5,116 customers had not received an invoice for over four months, and, of these, 1,061 customers had not received an invoice for over nine months. 63 percent of these customers were retail supplier customers, and 78 percent were residential.
Staff said that AES Ohio concluded its Billing Group Resolution meetings on January 31, 2026, informing stakeholders that 99.6 percent of customers are being invoiced. As of January 31, 2026, 2,176 customers had not received an invoice for over three months, with 650 customers not receiving an invoice for over nine months.
However, as of approximately March 2026, Staff reported that the number of DP&L customers not invoiced has increased 56 percent since January 30, 2026, to 3,889 customers.
Staff in the rate case report alleged, "The ACE transition created thousands of billing issues that the Company has still not resolved. The Company [DP&L] has not met the urgency of concern with an urgency of action ... the lack of timely billing was and continues to be a customer service failure."
Staff noted that, in a Notice of Probable Non-compliance issued by Staff to AES Ohio, Staff sought a forfeiture of $2 million related to the billing errors
Case 25-960-EL-ATA et al
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May 20, 2026
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Copyright 2026 EnergyChoiceMatters.com
Reporting by Paul Ring • ring@energychoicematters.com
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