Complaints

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My electric company KU has charged me double my electric bill for the last 2 months and when I asked them why it was so high last month they lied to me and said it was a new security deposit. Later I found out they overcharged because they said they couldn't predict the gas to be used. It was said that they would make it right by lowering payments on the next bill but again my electric bill is double what it normally is. I just don't know what to do because if I don't pay their outrageous prices they are threatening to disconnect my electricity, thank you for your time

  

  Business response

  05/17/2022

  Business Response /* (1000, 9, 2022/04/20) */ Issue: My electric company KU has charged me double my electric bill for the last 2 months and when I asked them why it was so high last month they lied to me and said it was a new security deposit. Later I found out they over charged because they said they couldn't predict the gas to be used. It was said that they would make it right by lowering payments on the next bill but again my electric bill is double what it normally is. I just don't know what to do because if I don't pay their outrageous prices they are threatening to disconnect my electricity, thank you for your time. Background: In the last 12 months Mr. ****** has had 8 late payments, 10 disconnect notices, 1 defaulted payment arrangements and 2 disconnections. 12/10/21 KU issued the current bill of $409.32 due 01/10/22. This bill consists of the current charges $206.01, reconnect charge $37.00, monthly deposit installment amount $26.66 and the past due balance $139.65. 12/12/21 A payment of $139.65 posted to the account. 01/10/22 The deposit installment plan was removed due to no payment posting to the account. 01/12/22 KU issued a disconnect notice for the balance $409.32 due 01/25/22. 01/13/22 KU issued the current bill of $645.14 due 02/08/22. This bill consists of the current charges $235.95, the outstanding deposit installment balance $139.52 and the past due balance $269.67. 01/23/22 A payment of $200.00 posted to the account. 01/31/22 KU disconnected the service for the past due balance $209.19. A payment of $209.19 posted to the account. A reconnect order was entered on the account. The services were restored. 02/10/22 KU issued a disconnect notice for the balance $235.95 due 02/23/22. 02/11/22 KU issued the current bill of $521.30 due 03/09/22. This bill consists of the current charges $248.35, the reconnect charge $37.00 and the past due balance $235.95. 02/18/22 A payment $236.00 posted to the account. 03/11/22 KU issued a disconnect notice for the balance $292.75 due 03/23/22. 03/21/22 A payment of $293.00 posted to the account. Resolution: 03/29/22 - ******* has tried to contact Mr. ****** via telephone and email but has received no response. If/when ******* speaks with Mr. ******, will review the account each statement has been a two month bill due to the rolling past due balance on the account. **** also confirm the deposit billed to the account due to the disconnection of service in November, 2021. The deposit was originally set up on a 6 month installment plan but later removed due to the payment not posting by the due date. ******* **** update the BBB if/when speaks with Mr. ******.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had KU for years and never had any issue at all. They are always so helpful and their services have always been timely. With that being said I'm livid with them. I received a bill for $855!! My bill is normally $150-$250 so you can imagine my surprise and dismay. When I called in the lady said oh my I've never seen them do this to someone for 7 months in a row and I've been here for 5 years. She told me they haven't even been reading my meter that they haven't had the workers and they have just been estimating my usage. This would have been nice to know back in July when they began doing this. In August a dog was left in my backyard so I understand estimating (which I didn't even know was a thing,) but they could have told me. The rest of the months they continued to just estimate but since I was on autopay I wasn't aware until this month. The lady told me they are legally only required to read my meter once a year!! How insane is that. Now I only have 7 months to pay this off. That might not seem like too much to some but it most certainly is to me. Apparently on the bill down when looking at usage they put estimated usage instead of actual which is supposed to let you know. This company should really be making people aware of their shortage of employees or at least set up automated calls to let people know when they are being estimated. Now I'm risking losing electric in my home or having a different bill past due because of this. I'm very dissatisfied with what they are willing to do to help. 7 months of adding over $100 to each bill is not enough. I hope everyone takes time to really dig into all of their bills while raising their families and working.

  

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/03/30) */ I have had KU for years and never had any issue at all. They are always so helpful, and their services have always been timely. With that being said I'm livid with them. I received a bill for $855!! My bill is normally $150-$250 so you can imagine my surprise and dismay. When I called in the lady said oh my I've never seen them do this to someone for 7 months in a row and I've been here for 5 years. She told me they haven't even been reading my meter that they haven't had the workers and they have just been estimating my usage. This would have been nice to know back in July when they began doing this. In August a dog was left in my backyard so I understand estimating (which I didn't even know was a thing,) but they could have told me. The rest of the months they continued to just estimate but since I was on autopay, I wasn't aware until this month. The lady told me they are legally only required to read my meter once a year!! How insane is that. Now I only have 7 months to pay this off. That might not seem like too much to some, but it most certainly is to me. Apparently on the bill down when looking at usage they put estimated usage instead of actual which is supposed to let you know. This company should really be making people aware of their shortage of employees or at least set up automated calls to let people know when they are being estimated. Now I'm risking losing electric in my home or having a different bill past due because of this. I'm very dissatisfied with what they are willing to do to help. 7 months of adding over $100 to each bill is not enough. I hope everyone takes time to really dig into all of their bills while raising their families and working. Background: 03-22-2022 Ms. ****** contacted KU about the high bill she received. KU advised Ms. ****** her meter has been getting estimated since August 2021. Once KU receives an actual read on the meter is it's over or underestimated it will balance out. KU advised the first estimation was due to a dog in the yard. Offered 7-month payment arrangement option. Educated Ms. ****** where meter estimation information in located and offered self-read option. Ms. ****** politely requested a supervisor, KU representative advised Ms. ****** she entered the request for a call back to be completed. 03-22-2022 A KU supervisor returned Ms. ******s call; she explained the estimated bills. Ms. ****** advised KU she could pay 300.00 toward her bill. KU advised we can set the remaining balance up on a payment arrangement over 7 months. Ms. ****** agreed and understood she would need to pay first, then contact KU back to set up the arrangement before the 31st of March. KU advised Ms. ****** since her account is set up on autopay to log in and cancel the autopay. This will ensure that the full payment doesn't draft from her account. This must be completed 2-3 days before the 31st. Your monthly bill is calculated from the energy-usage information gathered by a meter reader who physically reads the meter on your property. On occasion, we may estimate your bill. When this happens, we estimate the amount of energy you would have used based on several factors, including comparing the usage from the previous year and current weather conditions, which can impact usage. Any usage estimations will be clearly notated in the "Current Usage" section of your bill. Estimated meter readings can be higher or lower than actual usage. After the next actual meter reading occurs, the following bill will correct any difference (higher or lower) between the actual reading and the estimate, resulting in billing you only for what you used. You can find your next meter reading window at the top of your bill or access the full-year meter reading schedule at my.lge-ku.com. Resolution: **** attempted to contact Ms. ****** to discuss her complaint. Ms. ****** replied by email advising she can't talk right now. **** advised Ms. ****** by email, due to shortage staffing and bad weather KU has had to estimate some bills. The usage that runs through the meter must be billed to the customer. After reviewing the usage history at the location, the billing is in-line with previous years usage. When temperatures drop outside, it causes the furnace to work harder, to reach the temperature set on the thermostat. If Ms. ****** feels that her meter isn't working properly, she could order a meter test. There is a fee, however if the meter is found to be running 2% faster or slower the fee will be waived. **** provided Ms. ****** agency information to seek assistance. Ms. ****** stated she will be paying $300.00 toward her balance and the remaining will be set up on a payment arrangement over 7 months. Ms. ****** please make sure to contact KU once she makes the payment, so the arrangement can be set up on her account. **** also advised Ms. ****** to ensure she removes auto pay from her account to prevent the full bill from drafting. Agency you may contact for assistance Central KY CAA 270-234-5854 Salvation Army 270-217-5793 Volunteers Of America 270-982-2170 Thank You, **** ******

• Initial Complaint

  03/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Significant price gouging, along with them being a monopoly for our electricity we have no choice but to pay our bill or go without electricity. They show no proof of meter readings or power consumption. The management refuses to speak with their customers and the call centers are so understaffed that nobody answers the phone.

  

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/03/23) */ Issue: Significant price gouging, along with them being a monopoly for our electricity we have no choice but to pay our **** or go without electricity. They show no proof of meter readings or power consumption. The management refuses to speak with their customers and the call centers are so understaffed that nobody answers the phone. Background: 02-25-2022 Mr. ****** contacted KU bout his high bill. KU advised current bill $383.73 due 03-15-2022. An actual read was received in February and the meter was estimated in January and December. Once KU received an actual read on the meter it corrected any underestimated reads. Mr. ****** provided the KU representative a self-read of XXXXX which was 738 more khw from the read obtained on 02-17-2022, no correction needed. 03-17-2022 Mr. ****** came into the office about his high bill. Requested to speak to a supervisor, representative advised supervisor not available at that time contact Mr. ****** by phone. 03-21-2022 A KU supervisor contacted Mr. ****** as requested. Mr. ******'s complaint stems from his concerns over a high bill. Mr. ****** believes the bill is too high and does not feel his usage is being disclosed to him. The KU supervisor advised Mr. ****** that the usage and charge breakdown is at the bottom of his bill for him to review. KU issued Mr. ****** another copy of the bill via email and advised the bill can be viewed on the website, if Mr. ****** would like to download it. KU created a work order for a meter re-read for the premise. Resolution: **** contacted Mr. ****** to discuss his complaint. **** advised Mr. ****** that KU received actual readings on his meter 02-1-2022 and 03-21-2022. The last time the meter was estimated was on 1/20/2022. The actual readings would have balanced out the estimated read if it was over or underestimated. The usage that runs through the meter must be billed to the customer. Due to this being Mr. ******'s first winter at the premise, KU didn't have any usage to compare the reads to. However, **** did advise after reviewing previous history the reads are in-line for this time of year. Mr. ****** was not happy due to **** not being able to provide him with the actual numbers for the previous customers usage. When temperatures drop outside, it causes the furnace to work harder, to reach the temperature set on the thermostat. If Mr. ****** feels that her meter isn't working properly, he could order a meter test. There is a fee, however if the meter is found to be running 2% faster or slower the fee will be waived. Mr. ****** addressed his concerns with his meter being estimated due to him being on a budget. **** emailed Mr. ****** his disconnection notice, which contains agency information for Mr. ****** to seek assistance.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used less electricity and my bill is extremely higher and I do not understand how this happens. I spent 2 weeks of the month gone, and used lots of Christmas lights back in December and this bill is still extremely higher at almost $600

  

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/03/08) */ Issue: I used less electricity and my **** is extremely higher and I do not understand how this happens. I spent 2 weeks of the month gone, and used lots of Christmas lights back in December and this **** is still extremely higher at almost $600 Background: Your monthly bill is calculated from the energy-usage information gathered by a meter reader who physically reads the meter on your property. On occasion, we may estimate your bill. When this happens, we estimate the amount of energy you would have used based on several factors, including comparing the usage from the previous year and current weather conditions, which can impact usage. Any usage estimations will be clearly notated in the "Current Usage" section of your bill. Estimated meter readings can be higher or lower than actual usage. After the next actual meter reading occurs, the following bill will correct any difference (higher or lower) between the actual reading and the estimate, resulting in billing you only for what you used. You can find your next meter reading window at the top of your bill or access the full-year meter reading schedule at my.lge-ku.com. Resolution: **** has made several attempts to contact Ms. **** by phone and email with no response. In the email **** asked Ms. **** to contact her If/when she wants to discuss the issue further. If/when **** hears from Ms. ****, she will advise the BBB of what was discussed. KU has received an actual reading on her meter 02-21-2022. The last time the meter was estimated was on 1/25/2022. The actual reading would have balanced out the estimated read if it was over or underestimated. The usage that runs through the meter must be billed to the customer. After reviewing the usage history at the location, the billing is in-line with previous years usage. When temperatures drop outside, it causes the furnace to work harder, to reach the temperature set on the thermostat. If Ms. **** feels that her meter isn't working properly, she could order a meter test. There is a fee, however if the meter is found to be running 2% faster or slower the fee will be waived. If/when Ms. **** contacts ****, **** will advise Ms. **** where she can find agency information and energy savings tips online.

• Initial Complaint

  02/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  KU has not operated justly in the correspondence between customer service and the original issue stems from the 372$ electric bill from the period of 1/3 to 2/3 within a <1000 square foot home with below average usage. Customer service has provided no resolution and did not provide any certifiable information and could not provide usage information outside of information I personally sent on 2/16. The bill has accounted for perceived "winter estimates" and this is inaccurate and needs to be adjusted due to the inaccuracy and lack of certified information regarding usage. I need this bill acknowledged and to have previous meter readings reported to me with dated timestamps to provide accurate information because KU has not been transparent.

  

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/03/02) */ Issue: KU has not operated justly in the correspondence between customer service and the original issue stems from the 372$ electric bill from the period of 1/3 to 2/3 within a <1000 square foot home with below average usage. Customer service has provided no resolution and did not provide any certifiable information and could not provide usage information outside of information I personally sent on 2/16. The bill has accounted for perceived "winter estimates" and this is inaccurate and needs to be adjusted due to the inaccuracy and lack of certified information regarding usage. I need this bill acknowledged and to have previous meter readings reported to me with dated time stamps to provide accurate information because KU has not been transparent. C Background: 12/06/21 KU issued the current bill of $327.11 due 12/30/21. This bill is an actual reading. 12/29/21 A payment of $201.48 posted to the account. 01/06/22 KU issued the current bill of $211.36 due 01/31/22. This bill is an actual reading. 01/26/22 A payment of $211.36 posted to the account. 02/04/22 KU issued the current bill of $372.28 due 03/01/22. This bill is an estimated reading. 02/11/22 A payment of $199.39 posted to the account. 02/16/22 ****** contacted KU via email and sent a picture of the electric meter reading 25400. This reading confirms the estimated reading of 23952 on the bill is correct. Resolution: 03/02/22 - ******* contacted Mr. ***** and discussed his issue. ******* reviewed the account and confirmed the current bill is an estimated reading. Confirmed the reading Mr. ***** provided on 02/16/22 with the picture he sent confirmed the bill is correct. ******* explained as this is Mr. *****' first winter at the premise, the usage is running in line with previous years at this time. ******* inquired if Mr. ***** has a heat pump or emergency heat with his furnace and he stated yes. ******* explained this can add to the bill quickly during the winter months. ******* advised Mr. ***** of the option of having the meter tested if he desires. Explained this process and the possible fee if the meter tests OK. Mr. ***** feels that option is unfair to charge him a fee to say the meter is ok. ******* explained again per the history here appears the meter to be working normally. Mr. ***** thanked ******* for calling and discussing his issue. Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no just recording or means of mediation for this issue and the bill has been over 200% of the average for the time period occupying the address. The only remediation offered was a biased and unethical process of having the meter tested by KU with a fee assessed without any finding of defect. Previous meter readings were not reported to me and this does not discourage the fact of this being an unethical practice of reporting and meter reading. There needs to be a credit given due to the inaccuracy of the billing and the lack of ethical conditions regarding the monopolized company in Lexington. Business Response /* (4000, 9, 2022/03/15) */ Issue: KU has not operated justly in the correspondence between customer service and the original issue stems from the 372$ electric bill from the period of 1/3 to 2/3 within a <1000 square foot home with below average usage. Customer service has provided no resolution and did not provide any certifiable information and could not provide usage information outside of information I personally sent on 2/16. The bill has accounted for perceived "winter estimates" and this is inaccurate and needs to be adjusted due to the inaccuracy and lack of certified information regarding usage. I need this bill acknowledged and to have previous meter readings reported to me with dated time stamps to provide accurate information because KU has not been transparent. C Background: 12/06/21 KU issued the current bill of $327.11 due 12/30/21. This bill is an actual reading. 12/29/21 A payment of $201.48 posted to the account. 01/06/22 KU issued the current bill of $211.36 due 01/31/22. This bill is an actual reading. 01/26/22 A payment of $211.36 posted to the account. 02/04/22 KU issued the current bill of $372.28 due 03/01/22. This bill is an estimated reading. 02/11/22 A payment of $199.39 posted to the account. 02/16/22 ****** contacted KU via email and sent a picture of the electric meter reading 25400. This reading confirms the estimated reading of 23952 on the bill is correct. Resolution: 03/02/22 - ******* contacted Mr. ***** and discussed his issue. ******* reviewed the account and confirmed the current bill is an estimated reading. Confirmed the reading Mr. ***** provided on 02/16/22 with the picture he sent confirmed the bill is correct. ******* explained as this is Mr. *****' first winter at the premise, the usage is running in line with previous years at this time. ******* inquired if Mr. ***** has a heat pump or emergency heat with his furnace and he stated yes. ******* explained this can add to the bill quickly during the winter months. ******* advised Mr. ***** of the option of having the meter tested if he desires. Explained this process and the possible fee if the meter tests OK. Mr. ***** feels that option is unfair to charge him a fee to say the meter is ok. ******* explained again per the history here appears the meter to be working normally. Mr. ***** thanked ******* for calling and discussing his issue. 03/14/22 KU's response is as noted in our previous response dated 03/02/22.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On feb 4th we received a bill in the mail for over $200. Upon looking at the bill it states that we was charged for using 4900 kw of electricity. The bill also states that it was a guesstimate and that no one actually came out to read our meter, even though there was no weather conditions preventing them from doing so. Three days later I went out to read the meter myself and it shows we only used 4683 kw of electricity for this billing cycle. The bill even stated that we use 70 kw of electricity a day so by that logic we technically only used 3900 kw. We have called multiple times and could never get through to anyone.

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/22) */ On feb 4th we received a bill in the mail for over $200. Upon looking at the bill it states that we was charged for using 4900 kw of electricity. The bill also states that it was a guesstimate and that no one actually came out to read our meter, even though there was no weather conditions preventing them from doing so. Three days later I went out to read the meter myself and it shows we only used 4683 kw of electricity for this billing cycle. The bill even stated that we use 70 kw of electricity a day so by that logic we technically only used 3900 kw. We have called multiple times and could never get through to anyone. Background: 02-21-2022 Ms. ******** contacted KU by email requesting that ***** ****** be added to the account as her spouse. KU fulfilled the request and added Mr. ****** to the account as of 2-21-2022. Resolution: **** contacted Mr. ****** to discuss his complaint. **** advised Mr. ****** that KU had estimated his **** for January and February of 2022. After seeing that the account had been estimated, **** entered a reread request to get an actual read off the meter. The actual read was completed on 02-21-2022, with the results of 5,321 kwh. The estimated read was completed on X-X-XXXX with the results of 4960 kwh. Due to meter reader shortages KU has had to estimate some customers' bills. Once the customer receives their bill and see that the meter has been estimated, the have the right to call customer service and request that an actual read be completed. Once KU receives an actual read on the meter it will balance out the estimated read if it was over or underestimated. The customer can also read the KU representative the numbers off their meter, if a rebill is needed the representative will enter the request at that time. Mr. ****** hasn't been in the home for 12 months, so **** didn't have any usage to compare the estimated bills too. The usage that runs through the meter must be billed to the customer. When temperatures drop outside, it causes the furnace to work harder, to reach the temperature set on the thermostat. Mr. ****** thanked **** for contacting him and advising how the bill will balance out once a read is received. **** pointed out to Mr. ****** where he can find the read window on his bill. Mr. ****** advised **** he appreciates her reaching out to address his concerns.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had service at my address with Kentucky utilities as my electric company for over 12 years at *** ******* Ave. Over the course of the past two years I have seen my electric bill double during the winter time. I have a gas furnace so I am not using my electric ac unit. I try to conserve energy by keeping appliances unplugged. Kentucky utilities has told me that there have been some months throughout the year where they have guesstimated my meter and not doing an correct meter read. This is unfair business practice because a guesstimate does not reflect my true watt usage. Several of my friends in my community and on Facebook have seen their bill even double and even triple because KU is failing to perform accurate meter readings. I want KU to perform a correct accurate meter reading every single month it's not right it's unjust and I would like a resolution.

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/18) */ Issue: I have had service at my address with Kentucky utilities as my electric company for over 12 years at *** ******* Ave. Over the course of the past two years I have seen my electric bill double during the winter time. I have a gas furnace so I am not using my electric AC unit. I try to conserve energy by keeping appliances unplugged. Kentucky utilities has told me that there have been some months throughout the year where they have guesstimated my meter and not doing an correct meter read. This is unfair business practice because a guesstimate does not reflect my true watt usage. Several of my friends in my community and on Facebook have seen their bill even double and even triple because KU is failing to perform accurate meter readings. I want KU to perform a correct accurate meter reading every single month it's not right it's unjust and I would like a resolution. Background: When factoring in the current rates and the colder weather, customers are seeing an increase in their utility bills. The weather and our energy-use habits are two major factors that impact our monthly bills. When we experience cold temperatures for an extended period, our heating systems must work harder to maintain a steady temperature in our homes. This increase in usage directly impacts our monthly energy use and billing. Even when you have a gas furnace, it is circulated through the home by fans in the HVAC, these fans are require electricity to operate. The last time that Ms. *********'s meter reading was estimated was in July of 2019. All other reading have been actual meter reading. While KU prefers to always get an actual meter reading it is sometimes necessary to estimate the meter reading. This practice is supported by KU's tariff. Billing 2022 $77.07 due 3/4/22. All current charges. Based on actual meter reading. $192.26 due 2/3/22. Consists of $94.20 previous balance + $98.06 current charges. Based on actual meter reading. 2021 3/4/21 - Bill due for $182.47. Consists of $97.09 previous balance + $85.38 current charges. Based on actual meter reading. 2/3/21 - Bill due for $97.09. Consists of $2.39 previous balance + $94.70 current charges. Based on actual meter reading. After reviewing Ms. *********'s billing, her current usage is in line with previous years usage. Policy, Regulations and Tariff: KU PSC Sheet Number 95 Resolution: ***** was unable to reach Ms. ********* by phone. ***** was not able to leave a voice message due to the voice mail not being set up. If/When ***** speaks with Ms. *********, he will review her billing with her. ***** will explain that her bill were not based on estimated readings, all were actual readings. ***** will also explain that her recent billing and usage is very similar to this same time period last year. All billing looks in line and accurate. Attached is the email that was sent to Ms. ********* asking her to call ***** if she would like to discuss the matter.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  It appears that when KU installed the net metering around the November, 2021 time frame, we have been experiencing issues with our billing and bills. I have called twice in the last 30-45 days without resolution. Last week, I received three bills within a 2 day time period. One of the bills indicated that we we're past due $82.62 to be paid nlt 2.8.22. Another of the bills has a due date of 2.16.22 with a $433.60 payment. We have been a KU customer for several years to date and have never received a bill this high this before. I am filing a formal complaint with the BBB due to the non response I have received as well as the overly excessive wait times to discuss my problems with your customer service representatives. I have asked to be connected to someone in your organization who might be able to move my concerns and issues to a higher lever without success. I do look forward to getting this problem resolved to both of our satisfaction. Thank you very much, **** *******

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/18) */ Please see below regarding the matter reported to the BBB by Mr. **** *******: Issue: It appears that when KU installed the net metering around the November, 2021 time frame, we have been experiencing issues with our billing and bills. I have called twice in the last 30-45 days without resolution. Last week, I received three bills within a 2 day time period. One of the bills indicated that we we're past due $82.62 to be paid by 2.8.22. Another of the bills has a due date of 2.16.22 with a $433.60 payment. We have been a KU customer for several years to date and have never received a bill this high this before. I am filing a formal complaint with the BBB due to the non-response I have received as well as the overly excessive wait times to discuss my problems with your customer service representatives. I have asked to be connected to someone in your organization who might be able to move my concerns and issues to a higher lever without success. I do look forward to getting this problem resolved to both of our satisfaction. Background: A manager contacted Mr. ******* by phone regarding his concerns to review his billing and answer his questions . Policy, Regulations and Tariff: KU PSC Sheet Number 95 Resolution: A manager contacted Mr. ******* by phone regarding his concerns to review his billing and answer his questions. Mr. ******* was satisfied with the information he received and our proposed course of action. Below is the summary email sent to Mr. ******* recapping their conversation: Mr. *******, This e-mail is to follow up on our discussion this afternoon. Per our conversation we agreed to the following course of action: Your concern will be relayed to the Billing department to verify no billing errors were made on you January and December bills Your request for a meter change will be relayed to the meter department This e-mail is being send and a text was sent to your mobile phone providing you with a direct line for follow-up Once you solar generation has been obtained it will be compared to your consumption in January and December versus last January and December Regards, Program Manager WeCare LG&E and KU Energy LLC *** ******************************** XXXXX

*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. ↩