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Complaint Details
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Initial Complaint
05/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
3/4/24 - 3/7/24 - was notified of possible disconnect, went online to pay with debit card and it said scheduled, I checked that afternoon and it said pending, the following morning it showed approved. Then my power got shut off and I looked at my account and it did not show a payment to the balance. I called customer service and was told my bank card was blocked and to use a different credit card. I then tried to pay online using my V**** account, the payment showed it processed, then 10 hours later it rejected, finally processed using a family members credit card. I was then charged $130 reconnect fee and $45 returned payment fee on my next bill. 5/22/24 - was notified of possible disconnect. I went online to make payment, my bank account was rejected, my credit card was rejected, my boyfriends bank card was rejected. We had to drive 6 miles across town (no other locations) to go in person to settle the bill. I was told when I arrived that they use a 3rd party company to receive payments and that the 3rd party company has a block on my account and that LES could not do anything, but we could pay in person. We explained that we tried several different payment types and were rejected by them all. They said that I had too many returned payments and that's why the 3rd party company blocked me. I restated that we tried several different payment accounts and LES then claimed it was my banks fault. We asked to talk to someone who has access to modify the account, they refused and said they couldn't do anything. I asked how I am supposed to pay (not in person) and they told me to mail a money order. I'd like access to pay my bill online and LES refuses to give me that option or to talk to anyone that can work with the 3rd party company with me. Please note: All of the accounts tried had sufficient funds at the time I was attempting to pay with them.
Business response
05/23/2024
Hello,
I called ******* today and we discussed the details of her account. I unblocked her online account so she can make payments moving forward. We talked about a couple of payment methods that she has been using and the returned payment reasons of non-transaction account and do not honor and she will follow up with her bank if needed.
LES is going to waive the returned fees totaling $45 and the disconnection fees totaling $130. I told H****** she will see these adjustments on her next bill. Her current balance of $107.42 will be covered and the remaining credit will be applied to her next bill.
I gave ******* my name and title at LES and told her she can call and ask for me if she has any future questions.
Customer response
05/24/2024
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.
Sincerely,
******* *****Initial Complaint
08/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They are charging me a high facilities charge for my apartment because the tenant before me had high bills. The people before me was a family of 4. I live on my own by myself. I called and talked to someone in customer service and she told me it will not be reviewed for months. She said everybody goes through it. Why are they not changing this when they have a new tenant. I don’t think I should be charged based on a family of 4.Business response
08/10/2023
This customer moved into an apartment that was previously occupied by a family of four and her daily electric trend indicated she is using much less energy than the previous tenant. The facilities charge for this unit was at a level 1 prior to the family of four living there and there have been recent updates made to the air conditioner. At the customer's previous location she was using energy at a facilities charge level 1 as well.
After reviewing the account with the customer and having an energy analysis done, her account has been adjusted to a facilities level 1. Per customer feedback, she is satisfied with the result of this action.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.