An error in a new payment processing system recently affected a small percentage of our customers — about 40,000 out of 1.4 million. The error makes it appear as if PPL withdrew two monthly payments from their bank account. (We didn’t.)
We’re proactively reaching out to affected customers to let them know the problem has been resolved, to make clear that only one payment was withdrawn, and to explain what they’ll see on their monthly statements.
Here’s the text of the message we are sending, through email and regular mail, to affected customers:
Due to a processing error, your next PPL bill will appear to reflect a duplicate payment from you, even though no extra payments were actually withdrawn from your bank account. Similarly, PPL’s website lists an extra payment, and your account balance was incorrect for several days. Your account balance has since been corrected.
First, we want to let you know that no extra payments were withdrawn from your bank account. However, the duplicate payment will be listed on your bill in the Billing Details. You’ll also see an adjustment that reverses this error. Your amount due will be correct.
The issue stemmed from an error with the way payments were processed during two days in June. As soon as we discovered the issue, we took immediate action to prevent any extra payments from being withdrawn from your bank. Additionally, we gave affected customers a 15-day grace extension until June 29.
We have taken steps to prevent this from happening again, and we apologize for the confusion surrounding your bill. If you have additional questions, we are always here to serve you at pplelectric.com and 1-800-DIAL-PPL (1-800-342-5775).