LEBANON, Pa. — The Arnold's are happy they can still turn on their lights at their home in Lebanon.
For awhile, they thought they would be left in the dark.
"I was watching my cameras. I saw a gentleman walk on my porch and I saw saw him tuck something into the handle of the door," said Barbara Arnold.
That "something" was this a shutoff notice from Met-Ed, but the information in that letter didn't make sense.
Barbara said, "It wasn't even our name or out account number, but it was our address. So now what do we do? We have to call, we have to see what's going on. Why are they shutting us off?"
When the couple called Met-Ed, they didn't get a clear answer on how this could have happened.
Then FOX43 Finds Out reached out.
A spokesperson told us someone mistakenly requested new service at the wrong address.
When we asked how this could happen at home with an active account, we were told Met-Ed does "not have protocols that would prevent someone from assuming service at a property where they want to start a new account."
They also called this situation a rarity.
Even though Arnold never ended up losing her service because she called, she doesn't think that's a good enough answer.
She said, "Wow, anyone can do this? Anyone can shut me down?"
Met-Ed did tell us that people can't just call the power company and ask to shut off service for no reason. They would have to provide an account number and social security as proof. A spokesperson for Met-Ed said the reason this happened is because they started service somewhere new.
FOX43 Finds Out also asked Met-Ed some follow-up questions about protocols and potential police changes.
FOX43: Do you have any idea what the time frame could have been between when the person mistakenly requested service at that address and the shut off notice being issued?
Met-Ed: "In this case the time frame was about 60 days. The incorrect account was established on 7/20/23 and the disconnection notice was issued on 9/20/23."
FOX43: Is it not protocol for Met-Ed employees in this situation to see if the address for new service is an active account?
Met-Ed: "We are aware that new service requests may sometimes involve active accounts, and do not have protocols that would prevent someone from assuming service at a property where they want to start a new account. Met-Ed does not deny individuals from placing active accounts into their name. This can happen when someone is getting ready to move into a residence that already has an active account and wants the service to continue in their name. Or someone – often a family member – puts an existing service account into their name. This might occur to assist elderly parents."
Has Met-Ed considering changing or has it changed any procedures do to this mix up?
Met-Ed: "This particular situation was a rarity. Business practices and procedures are typically changed to address more common issues. In cases such as these, the prior party gets a final bill and would stop getting electric bills from Met-Ed. Either circumstance would likely prompt a customer to have questions and call our customer service representatives to work through the situation."
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