Complaints
This profile includes complaints for Tucson Electric Power's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 45 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:04/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been dealing with unusually large electric bills for the past 5 years. I recently moved into a smaller apartment and I am also never home. I am usually only there to sleep. My mom lives down the street in a 4 bedroom home and pays less electric than me, so I shower and cook at her house. I don't shower in the apartment I don't cook in the apartment and I can no longer continue paying for something I'm barley using. I paid $100.00 in the beginning of Feb clearing out any charges owed. I was hit with a $350.00 dollar bill by mid March. Once again I don't shower or cook there. Please look into this as I am on sec 8 housing. I believe someone in the complex could be stealing my electric. I've complained to the electric company for years with no help.
Business Response
Date: 04/17/2025
Tucson Electric Power Company (TEP or Company) is in receipt of the Better Business Bureau correspondence dated April 10, 2025 regarding the above-referenced complaint.
**** *******, TEP Representative, spoke with ****** ********** on April 17, 2025 in an attempt to address her concerns.
Mrs. ******* attempted to review the billing and payment history with Ms. *********** However, Ms. ********** became irate, began using profanity, and ultimately Mrs. ******* disconnected the phone call.
Ms. *********** most recent bill of $394.22 includes current charges of $27.96, a late fee of $5.50, and delinquent charges of $360.76 for the January, February, and March 2025 bill statements that remain unpaid. The last payment received on Ms. *********** account was on January 3, 2025.
If you have any questions, please feel free to contact me at ***************
Best Regards,
**** *******
State Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
**************
********************************************************************************************************************************************************************************************
Initial Complaint
Date:03/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My name is Heather Mccanless and I have been experiencing a financial hardship and I just lost a family member on Monday and I received a disconnect notice from tep wanting more money after I already paid them $1200 the end of February. Two advocates Erin Mendoza and Michelle estivillo basically said sorry for your loss but the death in your family and your finances are not their problem and I have to come up with another $767 or they will disconnect on the 1st of April. Tried to ask for a extension even after telling them that I could pay $266 on Thursday but they showed no concern and just wanted the moneyBusiness Response
Date: 04/03/2025
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated March 26, 2025 regarding the above-referenced complaint.
On March 25, 2025, Erin Mendoza, TEP Representative, spoke with Heather in an attempt to address her concerns.
Mrs. Mendoza advised Ms. McCanless that her account has an outstanding balance of $1,510.17 and in accordance with TEP’s Arizona Corporation Commission (ACC) -approved Rules and Regulations a minimum payment of $768.33 is required to cancel the pending disconnection. Ms. McCanless indicated that she was unable to process the required payment and requested to speak with TEP’s Customer Advocate.
Later that same day, Michele Estavillo, TEP Customer Advocate, exchanged several emails with Ms. McCanless regarding her account. Ms. Estavillo advised Ms. McCanless that a minimum payment of $768.33 is required to cancel the pending disconnection.
On March 31, 2025, Ms. McCanless processed a payment in the amount of $266.00 and spoke with TEP’s Customer Service department to confirm the payment. TEP advised Ms. McCanless that an additional payment of $490.00 was required.
On April 1, 2025, a payment of $525.00 posted to Ms. McCanless’s account and the pending disconnection was cancelled. Ms. Estavillo emailed Ms. McCanless to advise that the payments were received. Additionally, Ms. Estavillo assisted Ms. McCanless with a payment arrangement for the remaining balance of $1,012.00 to be paid in six (6) monthly installments.
If you have any questions, please feel free to contact me at (520) 965-5911.
Best Regards,
Erin Mendoza
State Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
(520) 965-5911
****************
Initial Complaint
Date:03/18/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have contacted Tucson Electric Power on a few occasions to request an itemized bill of the $296.11 that they claim I am responsible for. I left my apartment where services were held on 12/15/24. I notified Tucson Electric Power of my cancellation, yet they claim I did not. Tucson Electric Power then sent me a letter threatening me with collections. I called TEP on 3/18/25 to request an itemization for this bill and was met with nothing but push-back from their staff. What should have been a simple, five minute request turned into over an hour of my time being spent on the phone trying to obtain an itemization of this charge. TEP has refused to be of any assistance, and I do not believe this amount is accurate which is why they refuse to provide me with an itemization. The balance should be cleared or a complete itemization should be provided.Initial Complaint
Date:03/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
As of yesterday I paid T.E.P. $1000.00 dollars and put it towards our bill figuring If I pay them they won't shut us off and will make a payment arrangement to get the rest paid. They absolutely refuse. I my dad had the bill switched into his name temporarily so we could get them off our back and pay them back asap they called my landlord without consent from anyone and wound up removing my father from the bill so me and my wife can play catch up. They openly admitted to do these things on a recording I made this morning with lupita. Infact because they want to get paid they I waited till payday to pay then so I could negotiate with them versus trying to negotiate with no money so they have been Paid and r demanding almost another 480.00 which I do not have at the moment. I'm disabled and do not have a income at all and they refuse to cooperat with us on any term unless it's money. I'm haveing alot of medical problems and it's costing a fortune especially after have major surgery dun. They r gonna try to shut us off on Monday and I have trespassed them from the property. We also notified az commission and reported them for stalking. Illegally trying to shut off someone else's power who is attached to our house a studio apartment that runs off our electric meter and when I told them he has a lease for 1102 but doesn't live in our house but uses our meter they didn't care.i told them as far as I know it's illegal to shut off his power because we fell behind they don't care. TEP has gone beyond there scop as a electric company and has dun everything they can to insure we get shut off. They r unwilling to set up an arrangement with the 1k that Has been paid and have stalked out my landlord to confirm we live they have made sure that nobody can change names on the account till it's paid. This company had caused a great deal of stress, anxiety, and does not care that I ha e trespassed them from the property. They have done nothing about complaints iv made as well.Business Response
Date: 03/13/2025
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated March 7, 2025 regarding the above-referenced complaint.
On March 12, 2025, Erin Mendoza, TEP Representative, spoke with Jonathan Dinegar and addressed his concerns.
Mrs. Mendoza reviewed the account balance and payments with Mr. Dinegar. Mrs. Mendoza advised Mr. Dinegar that TEP had received the minimum payment required to cancel the pending disconnection. However, his account remains delinquent and does not qualify for an additional payment arrangement. Mr. Dinegar advised Mrs. Mendoza that he will pay the remaining outstanding balance in the next few weeks and that he is seeking agency assistance.
Furthermore, Mr. Dinegar explained Mrs. Mendoza that the neighbor who resides at the address with him is connected through the same meter and requires electricity for his health. Additionally, Mr. Dinegar indicated to Mrs. Mendoza that he is suffering from a medical illness. Mrs. Mendoza advised Mr. Dinegar that TEP will send a medical alert form for his doctor to complete and return within thirty (30) days.
If you have any questions, please feel free to contact me at (520) 965-5911.
Best Regards,
Erin Mendoza
State Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
***** ******** ****************
Initial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'm tired of being verbally abused and yelled at by supervisors. The tep customer service operators have a big habit of lying to customers and covering their own behinds by saying that the customer is lying. There's no reason for a supervisor to yell and cuss the customer who's desperately trying to keep from their electricity from being disconnected. But instead of assisting me they just covered each other and I was treated horrible. Was also given a billing amount of $1100 that would keep my power on. But my phone dropped the call and the representative had a conversation with someone who was not on my account.Business Response
Date: 03/10/2025
Re: Complaint Case #: 22995099
Consumer: Mccanless, Heather
Dear Ms. Redmann:
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated February 27, 2025 regarding the above-referenced complaint.
On March 7, 2025, Erin Mendoza, TEP Representative, called Ms. McCanless in an attempt to address her concerns and left a voicemail message that included her direct contact information for further assistance on this matter.
On February 25, 2025, Ms. McCanless contacted TEP’s Customer Service department and spoke with a Customer Service Representative (CSR). During the phone call Ms. McCanless advised the CSR that she cannot pay the full delinquent balance at that time. The CSR advised Ms. McCanless that a minimum payment of $1,100.00 was required to cancel the pending disconnection. However, this information was not correct and during the same phone call the CSR advised Ms. McCanless that the minimum payment was $1,211.07.
On February 25 and 26, 2025, Ms. McCanless spoke with several TEP CSR’s and Team Leads regarding her concerns about the misinformation provided by the first CSR. TEP advised Ms. McCanless that the Company has reviewed the phone call with the initial CSR and determined that she was provided the incorrect amount of $1,100.00 however, the CSR corrected the amount to $1,211.07 during the same phone call.
TEP has reviewed the phone calls with Ms. McCanless on February 25 and 26, 2025 and determined that she was provided misinformation on the minimum payment required due to an honest mistake. However, during the same phone call the TEP provided the corrected minimum amount.
If you have any questions, please feel free to contact me at (520) 965-5911.
Best Regards,
Erin Mendoza
State Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
(520) 965-5911
Business Response
Date: 03/10/2025
Please see the below amendment to TEP’s response to Ms. McCanless’ complaint:
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated February 27, 2025 regarding the above-referenced complaint.
On March 7, 2025, Erin Mendoza, TEP Representative, called Ms. McCanless in an attempt to address her concerns however, there was no answer or option to leave a voicemail message.
On February 25, 2025, Ms. McCanless contacted TEP’s Customer Service department and spoke with a Customer Service Representative (CSR). During the phone call Ms. McCanless advised the CSR that she cannot pay the full delinquent balance at that time. The CSR advised Ms. McCanless that a minimum payment of $1,100.00 was required to cancel the pending disconnection. However, this information was not correct and during the same phone call the CSR advised Ms. McCanless that the minimum payment was $1,211.07.
On February 25 and 26, 2025, Ms. McCanless spoke with several TEP CSR’s and Team Leads regarding her concerns about the misinformation provided by the first CSR. TEP advised Ms. McCanless that the Company has reviewed the phone call with the initial CSR and determined that she was provided the incorrect amount of $1,100.00 however, the CSR corrected the amount to $1,211.07 during the same phone call.
TEP has reviewed the phone calls with Ms. McCanless on February 25 and 26, 2025 and determined that she was provided misinformation on the minimum payment required due to an honest mistake. However, during the same phone call the TEP provided the corrected minimum amount.
If you have any questions, please feel free to contact me at (520) 965-5911.
Best Regards,
Erin Mendoza
State Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
(520) 965-5911
****************
Initial Complaint
Date:02/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 2nd I spoke to a representative I missed my electric bill and owed 2200 I did not have the full amount so I made an arrangement and paid 1200 and said id pay remainder on my next bill. Friday January 31st and Monday February 3i spoke to a representative because there was confusion with my bill it said due date the 10th I told them I got paid Thursday and would be making a payment. Today they turned my power off and I have a pregnant wife and 3 year old at home.Business Response
Date: 02/14/2025
UNS Electric, Inc. (“UNSE” or “Company”) is in receipt of the Better Business Bureau correspondence dated February 4, 2025 regarding the above-referenced complaint.
On February 3, 2025, Mr. Moody contacted UNSE and was advised that a payment for the outstanding balance of $1,056.32 was required to cancel the pending disconnection. Mr. Moody advised UNSE that he would process the required payment later in the week. UNSE advised Mr. Moody that the service was pending disconnection and that the Company cannot guarantee the service will not be disconnected until the payment is received.
On February 4, 2025, Mr. Moody’s electric service at the address of 1858 Willow Ave., Lake Havasu City, AZ was disconnected for nonpayment due to the outstanding balance of $1,056.32.
That same day, Alex Ocejo, UNSE Customer Service Team Lead, spoke with Mr. Moody in an attempt to address his concerns.
Mr. Ocejo advised Mr. Moody that when he spoke with UNSE on February 3, 2025 he was advised that the service could be disconnected due to the outstanding balance. Furthermore, Mr. Ocejo explained that in accordance with UNSE’s Rules and Regulations, a payment for outstanding balance of $1,056.32 is required to reconnect service.
On February 6, 2025, Mr. Moody processed a payment for the outstanding balance and his electric service was reconnected that same day.
If you have any questions, please feel free to contact me at (520) 965-5911.
Best Regards,
Erin Mendoza
Customer Answer
Date: 02/14/2025
I understand that the bill was delinquent and has now been paid, but as a business owner I feel like you guys should have been more considerate of the circumstance. I informed two of your representatives that it would be paid and that I had a pregnant wife and toddler at home and please give me more time…and even after power was disconnected and I called to work something out your manager was rude and inconsiderate and basically told me too bad. I am not looking for a handout or anything I just wish companies like this would treat their customers like human beings. I have not been happy with Unisource since I moved to havasu.Business Response
Date: 02/21/2025
UNS Electric, Inc. (“UNSE” or “Company”) is in receipt of the Better Business Bureau correspondence dated February 15, 2025 regarding the above-referenced complaint.
On February 21, 2025, Erin Mendoza, UNSE Representative, called Mr. Moody in an attempt to address his concerns and left a voicemail message.
When Mr. Moody contacted UNSE on February 3, 2025 his account did not qualify for an extension or payment arrangement. UNSE advised Mr. Moody that a payment for the outstanding balance of $1,056.32 was required to cancel the pending disconnection. As indicated in UNSE’s response to his complaint, Mr. Moody was advised that the Company cannot guarantee the service will not be disconnected until the payment is received.
If you have any questions, please feel free to contact me at (520) 965-5911.
Best Regards,
Erin Mendoza
State Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
(520) 965-5911
Initial Complaint
Date:01/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bill is way higher than normal they automatically enrolled me in to a payment arrangement I cannot afford and did not agree too. If I don’t pay $2,000 by 2/6 my services will be suspended they advise to get assistance from an agency but there is no funding. I am willing to pay but I need an arrangement that works for me and my family. This has been a horrible experience especially at a time like this where financial stressors are already at an all time high they have no empathy or sympathy for anyone. All I’m asking for is an arrangement that does not take my entire check every month.Business Response
Date: 02/07/2025
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated January 30, 2025 regarding the above-referenced complaint.
Erin Mendoza, TEP Representative, spoke with Christine Canez on February 5, 2025 in an attempt to address her concerns.
Mrs. Mendoza explained to Ms. Canez that TEP did not receive any payments on her account from May 2024 through December 2024. Furthermore, in October 2024, her account was enrolled in a payment arrangement for the outstanding balance at that time to be paid in six (6) monthly installments. However, the payment arrangement broke due to non-payment. Therefore, Ms. Canez’ account does not qualify for an additional payment arrangement or extension at this. Mrs. Mendoza advised Ms. Canez that her account has an outstanding balance of $2,706.23 and in accordance with TEP’s Rules and Regulations, a minimum payment of 50% of the delinquent balance is required to stop the disconnection.
On February 6, 2025, TEP contacted TEP and confirmed a payment in the amount of $1,358.00.
If you have any questions, please feel free to contact me at (520) 965-5911.
Best Regards,
Erin Mendoza
Initial Complaint
Date:11/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our concern is that we are unable to reconcile our solar production with our use of electricity. We would like to feel comfortable that all the energy we produce is being used in full against our bill. TEP's numbers of what we have produced does not meet our records. We just want to understand and feel confident in our use and production from our solar. We are unable to find this information and we have asked. This is the document sent in question of our query: ************************************************************ Thank you for your attention to our concern. I will look forward to hearing from you. ***** and ****** ****** ************Business Response
Date: 11/15/2024
Re: Complaint Case #: ********
Consumer: ******, ***** and ******
Dear Ms. *****:
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated November 4, 2024 regarding the above-referenced complaint.
**** *******, TEP Representative, called ***** ****** on November 14, 2024 and left a voicemail message requesting a return call. Additionally, Mrs. ******* emailed Ms. ****** and provided her direct contact information for further assistance on this matter.
The ******s take service on TEP’s Time-of-Use pricing plan and their excess solar production is being compensated under Rider 14, Resource Comparison Proxy Export Rate. The ******s are being compensated for their excess solar production at $0.0868 per kWh in accordance with TEP’s Rider 14 Rate based on the year in which they completed their application and interconnection.
TEP provides detailed ****** ***** information online at *****://***.*******/**-******-
*****/ however, TEP does not provide information regarding total solar production. The ******’s can contact their solar installer for assistance in obtaining information regarding their total solar production.If you have any questions, please feel free to contact me at ***** ********.
Kind Regards,
**** *******
********** **********
Tucson Electric Power | Unisource ****** Services
***** ********
Initial Complaint
Date:10/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received an email showing that my electric bill was trending up to double what my usually monthly bill is when I called Tucson power electric to find out what was going on. I was told that there were power spikes between six and seven in the morning and six and seven at night and I told them that I live by myself in a one bedroom condo. I’m retired and there’s no reason for these power spikes to be happening twice a day when I’m doing the same thing all day Long The customer service representative I talked to I was trying to be very nice with, but she got an attitude and told me if I was gonna argue with her. She was gonna hang up. I’m trying to find out how to troubleshoot the spike in my power bill and getting absolutely no help at all from Tucson electric power customer service I asked to speak to a supervisor or a technical support specialist. She wouldn’t transfer me to them either. I’m disabled and liveon a fixed income! I find the customer service agents, lack of concern extremely offensive if it was her power bill going up I’ll bet she’d find out how to figure out what the problem was instead of just telling me to monitor my power usage during those times which I told her repeatedly was no reason for power spikes because the power usage remain the same throughout the dayBusiness Response
Date: 11/04/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated October 23, 2024 regarding the above-referenced complaint.
Erin Mendoza, TEP Representative, spoke with Jeffrey Stiely on November 1, 2024 and addressed his concerns.
Mrs. Mendoza explained to Mr. Stiely that TEP cannot determine what causes increases or decreases in a customer’s household energy usage; the Company is only able to measure the amount of energy that the customer uses as registered by the meter at the point of delivery. However in an effort to further assist, Mrs. Mendoza reviewed the usage in detail with Mr. Stiely, including the daily and hourly usage. Additionally, Mrs. Mendoza compared Mr. Stiely’s current usage to that of the same time last year. Mrs. Mendoza advised that the usage is higher however, this is likely due to warmer temperatures. Mr. Stiely advised Mrs. Mendoza that he would like to review the usage in detail once the weather has cooled down. Mrs. Mendoza provided Mr. Stiely with her direct contact information and advised him to contact her at the end of the month to review the usage.
Mr. Stiely thanked Mrs. Mendoza for the assistance and appeared to be satisfied with the resolution of this complaint.
If you have any questions, please feel free to contact me at (520) 965-5911.
Kind Regards,
Erin Mendoza
Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
(520) 965-5911
Initial Complaint
Date:08/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In april, i moved from one apartment, to another apartment. When i was in the process of moving, i transferred my service over to the new apartment. I made a payment to TEP in april on 4/12/2024 in the amount of $250. This brought my remaining balance down to $235.78. Two weeks later, after going to pay the remaining balance, i discover my balance shows -1100. So i waited until the account was updated because i figured it was due to us moving. Once it updated, it showed i have a balance of $1,743.53. I contacted TEP and i was told this was because of budget billing being cancelled at the previous apartment. I was not told anything about this when i moved and the amount they are claiming i owe is ridiculous. When i called this last time i was basically told there was nothing i could do besides pay the amount. I refuse until the balance is resolved.Business Response
Date: 09/06/2024
Tucson Electric Power Company (“TEP” or “Company”) is in receipt of the Better Business Bureau correspondence dated August 26, 2024 regarding the above-referenced complaint.
Erin Mendoza, TEP Representative, called Thomas Pratt several times on September 5, 2024 however, she received a message that his voicemail has not been set up.
Mr. Pratt is currently enrolled in TEP’s budget billing program however, the account is several months delinquent. Therefore, the account reflects a total balance owed of $3,384.99, which includes the outstanding balance of $1,495.24 and a budget billing underpayment of $1,989.75. Mrs. Mendoza is happy to review the account with Mr. Pratt and discuss payment arrangement options.
If you have any questions, please feel free to contact me at (520) 965-5911.
Kind Regards,
Erin Mendoza
Regulatory Specialist
Tucson Electric Power | Unisource Energy Services
(520) 965-5911
Customer Answer
Date: 09/06/2024
When i submitted a payment in april, the remaining balance was $250. After that, in the same week my balance showed i owed -1100 for about 4 days. After that it showed i had a huge balance of 1200 plus just because i moved? No way. This feels like a scam.
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