ComplaintsforEPB

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Trying to resolve billing error with EPB for months. EPB mandates customers have streaming. Spoke with EPB 5 times prior to making switch to ensure monthly cost be roughly same. I asked for total monthly cost and they replied it would be $166. When tech came on 6/21/24 to install equipment he called EPB. I asked to verify total cost. His reply “It will be $166 and some change. You’re saving $10/month”. My 6/24 bill had incorrect charges, higher internet and ****. I then received additional bill for $50.72. I called EPB, girl said she would take care of billing error ($50.72). I asked about monthly charges. She transferred me to manager who said “Your question was misleading. Did you ask for TOTAL monthly cost, including tax”? I replied “Yes”. She put blame on me, I ended call. Service disconnected in July. I called EPB, girl apologized, reconnected service, said she would advise if there were billing issues. I never heard anything. In August, service disconnected AGAIN. I called EPB, woman I spoke with put me on hold, I was disconnected. She never called back. I called EPB and spoke with Tech Support, explained situation and asked if they could get message to someone to call me. I received call back from EPB and guy was extremely rude, said first girl didn’t call me back because “there’s no billing error”. I attempted to explain situation and was repeatedly interrupted. He was arrogant, accusing, condescending and had me in tears. Said service would be disconnected 9/10/24 if $50.72 wasn’t paid. 3/24 bill correct - $166.44 EPB notice stating bill would increase 4/1/24 4/24 bill correct - $176.72 5/24 bill correct - $176.72 (minus $11.40 for power outage 5/9 – 5/10/24) = $165.32 6/24 bill INCORRECT – billing error begins 7/24 bill increase – **** $121.99 to $128.52 8/24 bill increase – **** $121.99 to $125.99 From $166 to $187.24 is not “saving $10/month” plus billing error of $50.72. Bill keeps changing. This is price gouging.

  

  Business response

  09/12/2024

  This complaint has been resolved to the customers satisfaction. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I first sent a message to EPB requesting a confirmation that EPB fiber optics was indeed not available at a townhouse address that I am moving to on March 25. EPB responded that it is in fact not available even though it is 2 streets away from where I currently live. They told me they would put an order for this in to be made available within a week to a week and a half. I checked in constantly in effort to have it confirmed so I would be able to pace my order for 'The Gig' plan as I work from home and to be able to get an EPB specialist in to set up my wifi with their equipment. I checked in 3 times last week and kept receiving a different time each time that I asked. I was told work was taking place there Friday and I should be able to put in my order today, April 8, 2024. I inquired today why I am not able to order it online and I am now being told I won't be able to put in for an order until April 22, 2024. I work from home so this is absolutely not an option for me and EPB should be ashamed for slow playing me. Now, not only will I have to get a competitor internet instead, I will probably be unable to get an expert in to set it for up me this week. This is terrible customer service and EPB should be ashamed.

  

  Business response

  04/23/2024

  EPB has attempted to reach out to the customer multiple times with no response.  If the customer will give us a call at ************ we can assist her with this complaint. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account was double charged $242.58 on 2/15 for an EPB electric fiber bill. I called EPB customer service that same day and was informed that the charge would be reversed and the refund would be in my account soon. I assumed they issued the refund and did not check until March when my power was shut off despite paying my electric bill. I called again on 3/25 and asked for the status of my refund. The customer service representative argued with me and said that they had issued an email about the status of my refund, despite me never receiving an email (not even to spam), and then backtracked to say the refund was never issued. They said it would be 3-5 business days before the money was in my account. A week later, today, 4/1, I called again, asking why my refund was still not issued. This customer service representative cut me off multiple times to tell me that nothing could be done to provide me a refund unless I went down to an EPB office in person with proof that they took money from my account. He argued with me because he said that the refund "should have been applied" to my next bill "but wasn't," and so there is "no record" of them stealing my $242.58. The agent was very unclear about why there was no record, saying that they issued me a refund or applied the balance to my account, but something must have gone wrong on their end. I have already taken time off of work to deal with this issue. I have never been asked by a place of business to PRINT out MY BANK TRANSACTIONS to "prove" to them that they stole my money. Also, the month I was supposed to receive credit on my bill, they turned off my power for multiple days despite the fact that I paid my bill AND had outstanding credit. This is ridiculous and an abuse of my time. EPB should immediately issue me a refund and credit my account for the nearly two months I have been given the run around about money they stole from me.

  

  Business response

  04/16/2024

  EPB has resolved this complaint with the customer and a credit refund was issued on 4/5/2024.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I received a bill from EPB fiber optics from the billing cycle of 3/14/24 - 3/29/24 for a total of $680.62. The service was discontinued on 12/18/23 but i was still billed after. I also received an equipment charge of $211, which I dont dispute and will return. I was told by the rep ****** through live chat that if a business or residential account has a past due balance it can be transferred to any active account using their social security number. I asked for a copy of the policy and advised this was never disclosed and the rep stated she will see what can be sent to me. I dont understand how they can transfer a balance from one account to another when 1 is a business and the other is residential. The company transferred the business balance to my residential which causing a disruption in my service. I work from home and have to have internet services through the employer with this company, EPB. this company always apply fees and make up rules as they occur. No one can do anything about it because this is the only provider for energy in the area. It not fair that they can make ridiculous rules and apply fees at whatever cost . The issue is not paying the past due, which I will do. But the additional charges that are being added after the service was disconnected. Then how do they have the right to transfer a past due account to another account that is unrelated? Then say its policy , yest the policy was never disclosed verbally or written. I have tried to dispute this charge and they are stating it is still owed. I need assistance with getting this resolved please. You may contact me via email to ****************** or by phone at ************. if I am not avail it is ok to leave a message. Thank you!

  

  Business response

  03/22/2024

  EPB has worked to resolve Mrs. ***** issue to her satisfaction. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about May 10 of 2023, I had to go by my house during work hours (maybe 10:00 AM). When I arrived home there were 2 EPB trucks in my drive. When I walked to my backyard, I found 2 men. One on the ground and one up a pole removing a dusk-to-dawn light. I asked why they were there and why I had not been contacted and the man on the ground said he had knocked on the door and no one answered. I told him that my wife and I both work and I would have appreciated a call. He then explained that EPB was removing the light because it was not being charged. I explained that when I bought the house, the owner told me that the light location had been negotiated when the pole was set (I have been unable to get an affidavit from the previous owner because he is deceased. The address of the light is my neighbor behind me whose lot is very wooded and supports the idea that a lot of tree work would have been necessary for placement at that address. The man on the ground called his supervisor (******) and I explained the situation to him and requested some research on the matter and requested better communication with the homeowner in a situation like this. Had I not come home at an unusual time, I would have no idea what happened. ****** was courteous. A few nights later (maybe a week) I came home to find that EPB (I am assuming because I received no communication) had returned again while I was at work and removed the light. I reached out to ******, but he said he was in the field that day. I have never received a call or any further communication from EPB.

  Customer response

  01/26/2024

  I have not received any response from EPB regarding this matter.

  

  Business response

  02/29/2024

  EPB has resolved this issue to the customers satisfaction.  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Someone at EPB gave my social security number to a party that used it to put an electric account in my name. I own a house at **** ******** *** *********** that I sold on a contract and financed.. The buyer is **** ****. She occupies the house. Her grandson got my name and address from the purchase documents, then got my ss# from EPB to put the electricity in my name. EPB has the last four digits of my SS number which they used to put this phony account in my name. I reported it to the *********** Police, *******, and EPB. I asked to speak with the CEO at EPB, but was not allowed to speak with him. EPB is still attempting to collect from me.

  

  Business response

  11/15/2023

  EPB's Credit Manager has spoken with Mr. **** and this issue has been resolved. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached picture. About 4-6 months ago, could have been last year; they fixed the main power line coming into the house because of power surges from damage to the main line. They attached the new line to my fascia and it is pulling apart and damaging the fascia. (God only knows what animals have up house in there.) And then the internet/cable line is looped in a 3 foot circle and hanging 2 feet below the roof line. I just spent $2350 upgrading the riser, meter and grounding rods to eliminate this mess. EPB apparently does not have a complaint department because the girl wanted to transfer me to the fiber optic people. Are you kidding me?? The second picture is after I paid all this money to resolve this mess. They came back out and reconnected the power lines. And their fiber people came out and restored the internet. “This is Not Acceptable” EPB would not perform this shoddy work in other more expensive neighborhoods. Hire people with a decent work ethic and someone obviously SHOULD BE checking these guys work.

  

  Business response

  11/15/2023

  EPB's claim's department has spoken with Mrs. ******* and this issue has been resolved. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We routinely lose internet and cable at our address. EPB has been contacted more than a dozen times for the same problem. There is a faulty switch in our neighborhood. It is a known defect that has persisted for over a year. This defective equipment has been confirmed by their own technicians. Each time, we are forced to go through the same song and dance before they send a technician to reset the switch. It takes the technician less than 5 minutes each time. However, it may be a day or more before we can get a technician in the neighborhood to reset the switch. The loss of internet connectivity is directly compromising our business. In addition to direct losses, EPB refuses to credit our bill for time without connectivity and even laughed at me upon request. EPB should credit bills for time spent without providing the service for which they are contracted. EPB should replace the known defective equipment to resolve the connectivity issue. The above would be the requests to resolve this complaint.

  

  Business response

  09/08/2023

  EPB has upgraded the equipment at the residence that should resolve future incidents and will providing Mr. ******** with a customer credit.

  Customer response

  09/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Their staff has been responsive, appropriate and has addressed those portions of my complaint that can be addressed at this time. Further, they have a plan for addressing the remaining concern with a timeline for it to be addressed.  ***** has been very responsive and performed due diligence in reviewing my complaint history with the company to verify my concerns and that this was not a one time issue but a series of events that had gone untreated.  They were very accommodating to my schedule, found a satisfactory solution and implemented it with expedience.  I look forward to continued communication throughout the resolution of this process.   
  
  Sincerely,
  
  **** ********

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When workers come to ones house they need to have a badge and to identify themselves. I had two men who work for epb I assume they do come and want to come in.. Neither man introduced who they were or had a badge or showed me a badge. All I got was , I'm Hunter. If that's his name. They were in a regular car, not a company. If employees want to come to someone's house to check and see if that's where their employees live they should be in a company car and have badges.

  

  Business response

  06/23/2023

  On 6/1, EPB's Field Service department left a message concerning the complaint, we have not had any response from Mr. ********* at this time.   EPB was attempting to conduct an Work At Home Inspection in which the employees should have had a EPB badge showing they are a representative of the company. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During power outage, Thur 12-Jan thru Fri !3-Jan-23, **** ****** *** my sister's home my car was parked on street. Upon leaving (12:22 am) she noticed my car had been wrecked (hit) on driver's side & told me when I called her to let her know I made it home okay. I asked her to talk to the EPB people immediately. She did. They said if I would come back they would look at and take pics (I did at 1:43 am). Joe K****, EPB employee took my name & phone # wrote it on legal pan also took pics and said he would report incident, but none of them knew of hitting car. Said it was white paint (advised not to wash). I had my sister take pictures also. Later that day I called EPB to report incident myself. Talked to Shawnda, said she would report as damage to claims dept. 17-Jan-23, talked to Gabby who make a detailed report & then transferred mt to Chandra to leave an e-mail re: incident. Note: The street was full of EPB utility trucks with long beds (trailers) on back, they lined the entire street almost. As of 14-Feb-23, no response.

  

  Business response

  03/06/2023

  EPB has made multiple attempts to contact Mrs. ******.  Based on our internal investigation EPB crews were in the area and did not cause any damage to the vehicles located on the street.  Our claims department has denied this claim and provided the customer with a denial letter.   Mrs. ****** can reach out to our claims department if she would like to discuss further. 

  Customer response

  04/03/2023

  BBB,

  I received your letter 1-Mar-23

  re: Message from Business

  Thank you for attempting to resolve this matter for me. EPB stated that multiple attempts were made to contact me. On the contrary, it was just the opposite. I was contacted x1 in a phone msg saying they would get back with me. The 2nd time I was contacted, I believe was after they had rec. a letter from BBB.

  The letter states there was no way they could have caused the damage to my vehicle, yet anyone else could have. That makes no sense to me.

  Their vehicle was parked directly across the street T-bone to my vehicle, which was hit down low on driver's side. 

  The letter also stated I could call claims dept to discuss the matter. I did this, is the only time they responded to my calls. All they or she would say was, I'm sorry and the crews denied hitting my vehicle.

  Thank you, 

  *** ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩