Complaints

This profile includes complaints for Oklahoma Gas & Electric Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Oklahoma Gas & Electric Co.

  321 N Harvey Ave Oklahoma City, OK 73102-3405

  
• 

  Oklahoma Gas & Electric Co.

  Po Box 321 Harrah, OK 73045

  
• 

  Oklahoma Gas & Electric Co.

  1401 N 54th St Enid, OK 73701

  
• 

  Oklahoma Gas & Electric Co.

  501 N Mustang Plant Rd Oklahoma City, OK 73127

  

The 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:09/05/2024

  Type:Customer Service Issues
  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.

  OG&E is an exceedingly poor company that maintains a monopoly in Oklahoma City. Our monthly utility bill escalated from $250.00 to $300.00 between January and May. In June, it surged to $600.00, followed by $700.00 in July, and ultimately reached $800.00 in August. Upon contacting their customer service, a representative informed me that these increases were due to elevated summer rates. This situation feels like blatant exploitation. The representative suggested that instead of setting my home temperature to 70 degrees during the summer, I should consider raising it to 78 degrees. This response left me extremely frustrated. It is imperative that action is taken to address this price gouging.

  

  Business Response

  Date: 09/06/2024

  According to public records, the property is a ***** square foot, two-story home with 5 bedrooms and 5 bathrooms. The recent usage for this address has been higher than historical levels, particularly during the summer months. It is advisable to have the **** unit inspected to ensure it is functioning properly, as a malfunctioning **** or water heater can lead to increased energy consumption.
  
  In the past two months, the usage has exceeded ***** kWh each month, contributing to higher bills. If energy usage decreases during the fall, it may indicate an issue with the **** or summer appliances. Additionally, consider the thermostat settings, insulation quality, and whether the home has updated energy-efficient appliances and windows.
  
  We offer a weatherization program for which the customer may qualify. We recommend setting the thermostat to 78F for optimal energy efficiency, though we understand it might not be comfortable for everyone. Lower thermostat settings will result in increased energy use.
  
  For further questions or assistance, please contact our **************** team. Thank you.
  
  

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service Issues
  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 my bill due 8/6/24 there was an issue with my account where my auto-draft payment of ****** didn't go through. As soon as I noticed the discrepancy and was notified, I immediately paid $400. Well come to find out this month they are charging me over $700 due to an "installment plan" and additional deposit, but didn't specify the amount on the bill. I called the help desk and they were anything but pleasant.So I asked "If I were to cut my service off today what would my due amount be" they said $26 and some change. So how would more than $700 magically be $26. She also said that they are requiring an additional security deposit due to payment problems in the last 12 months so I went in and looked and in fact, there was an issue with my auto-draft payment back in January of $91 that was also immediately paid with the amount of $200. I would also like to add that they are price-gouging customers because we have no other options for electric service providers in the area. They are not removing the additional fees and they keep on increasing fees. My electric bill has tripled in the past 4 years. I just want a clear and cut bill with explanations of where my money is going and written agreements to the additional fees they are tacking on.

  

  Business Response

  Date: 08/30/2024

  Our records indicate that the customer has had two returned payments within the last 12 monthsone in January and the other in August. Due to these returned payments, it has become necessary to increase the deposit on the account. The increased deposit amount is $375, which will be divided into two separate payments: $187.50 due on September 5, 2024, and the remaining $187.50 due with the October invoice.
  
  If the customer continues with their autopay and no further returns occur, the increased deposit will be credited back to their account after 12 months of good payment history.
  
  Regarding the $700 balance, there was never a time when this full amount was due at once. When the increased deposit was added, it brought the total balance to $751.60, but this was not due in one lump sum. The increased deposit of $375 was split in half with future due dates.
  
  Currently, the total balance on the account is $401.91, which includes $187.50 as the second part of the increased deposit due on October 7, 2024, and $188.30 on an installment plan, also due in October. The invoice amount of $26.11 is due on September 5, 2024
  
  The customer should please contact our **************** team if they have any questions or need further assistance. Thank you. 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: ********
  
  I am rejecting this response because: I cannot make any more autopay payments due to your policy. Therefore, I cannot expect to see a return on my deposit in a year with good auto-draft payments. Additionally, there is a $3 service fee for using a debit card. If I cancel my account and create a new one, the deposit amount would be less than what you are currently charging me. No payments have been doubled due to returned auto-draft payments. All payments are submitted as soon as possible along with any late fees. Thus, charging a deposit in two split payments of over $188 seems unreasonable, especially since these charges are not itemized on my already high bill. I do not understand what the deposit covers other than non-payment, which has not been an issue for me since I always make my payments with extra fees before the month is up. I have never experienced a double bill due to non-payment. Also, when there is a service interruption in my area, I do not receive any reimbursement for that. And I have not seen anywhere in writing where an "additional deposit" is necessary for "late payments".
  
  Sincerely,
  
  ***** De La ***************************

  

  Business Response

  Date: 09/03/2024

  As long as payments are made on time, the deposit will be refunded after 12 months of good payment history, which will be reflected on the 13th invoice. The option to re-enroll in autopay will be available again after January 10, 2025. The deposit is calculated at twice the average bill for the address. If a new customer were to initiate service at this address, they would also be required to pay the same deposit amount upfront. However, for this customer, the deposit is split into two payments.
  
  The letter mailed to the customer stated:
  
  "Your payment has been dishonored by your bank. The amount of your payment, as shown below, along with a $10.00 handling charge, has been charged to your electric service account. To avoid interruption of your electric service due to a dishonored payment, the payment amount plus the handling charge must be promptly remitted. Payment must be made by cash, money order, or cashier's check.
  
  Our records indicate that your account has had a returned item. If another return occurs, your deposit will be increased to two times the average bill from the last 12 months."
  
  We have attached a copy of this letter for your review. The customer was informed of the deposit increase after the first returned payment. If the customer has any questions or requires further assistance, they should contact our **************** team. Thank you.

  Customer Answer

  Date: 09/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: Making payments using credit card and paying a $3 convenience fee on top of a hefty deposit is unreasonable given reason that you cannot auto withdraw from my account. I have never asked for a fee waiver and like stated earlier payments have been made plus some before the next bill is due during both of those instances. If this was an every other month problem with my account I would understand your stance as a company. I am paying for the service provided not more not less. Your letter which I never received until now by the way does not give a deposit amount. So that gives the impression that you charge whatever you want to customers. 
  
  Sincerely,
  
  ***** ** ** ***************************

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  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 am a new service customer with OG&E and recently moved to ************************ have an issue with my bill. First, I did not receive a bill and when I called I was informed that my bill was about to be delinquent. However, since I didnt receive a bill it would be reduced by $20 due to the inconvenience. The bill was $179.50 and was reduced to $160. I agreed to pay over the phone and was given a payment confirmation number.We initially had difficulty processing the payment due to a fraud alert that required my approval. I am uploading a screenshot of the $160 approval for fraud alert and another screen shot where $160 was paid out of my account. The payment was processed to *********************** This seemed out of the ordinary as it seemed it would be OG&E.I am also attaching a screen shot of my OG&E app that shows the bill of $179.50 marked as paid on 8/16/24.Today, 8/22/24 I received a notice that my payment was refused due to insufficient funds and I am being charged a late fee.I would like to know exactly what is going on? And, is my financial data secure with OG&E and its employees? I am extremely concerned with OG&E and its employees having access to my financial information.

  

  Business Response

  Date: 08/28/2024

  It appears that the customer may have fallen victim to a scam. Please note that ********************** is not an authorized payment agent for us. Our only authorized payment agents are US Payments or through our official website, oge.com. To help you avoid scams, please remember:
  We Will ************** you directly, even if your balance is past due.
  Ask for payment over the phone.
  Demand that you pay a bill with a prepaid debit card.
  Ask you to meet us somewhere to make a bill payment.
  Tell you that we will come to your home or business to collect payment in cash.
  Request your bank information or credit card number over the phone.
  The individual who called claiming to be from ********************** was not an OG&E employee. We strongly recommend reporting this transaction to your bank as fraud to prevent any further unauthorized payments from being taken from your account

  Customer Answer

  Date: 08/29/2024

   
  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.   However, I am very concerned that I called the same number each time.  I called with only my name and address and was given my account number and proper billing amount.  This is very concerning.  OG&E should look into the employees.  I even called with my banker and we both have the same conclusion.  I will only trust paper billing with OG&E from now on.  I own two houses and OG&E is the only company I have issues with.  Additionally, the money has been refunded into my bank account.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/18/2024

  Type:Billing Issues
  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.

  The outdoor light that I was charged for was out for 27 days straight yet OG&E refuse to adjust my bill for the amount of time the light was out. I have last months and a previous bill to show the amount I pay per month for it and OG&E's email stating they will not give me a credit for it.

  

  Business Response

  Date: 08/20/2024

  Our policy for security light rebates is as follows:
  
  A rebate may be applied to a customer's security light charge if the repair was completed after the specified 28-day repair period. Since the customer's security light repair was completed within this 28-day timeframe, no rebate is due. If the customer has any further questions, they may contact customer service.

• Initial Complaint

  Date:08/12/2024

  Type:Order Issues
  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.

  Paid 120 bucks to have my power either turned back on or my bill to be lowered by that amount and its been a whole business day and my money is still somehow pending after at least 6-8 hours after the transaction

  

  Business Response

  Date: 08/15/2024

  The person submitting this complaint is not the customer of record and is not listed as authorized person on the account at the location indicated and as such, we will be unable to respond to this issue nor provide any account details. Thank you.

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising Issues
  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.

  A new power pole was installed in 2021 in my yard. The heavy equipment used pushed a sprinkler valve box into the ground and broke a water pipe underneath the box. This stopped water going to some sprinkler heads, but I was not aware because there were cedar trees that had grown over the sprinkler heads. I discovered what had happened this spring, when I had the cedar trees cut down and the sprinkler heads were not working. ************************* at *** told me they were not responsible so I had ****** Irrigation make the repairs. I am seeking $1180 from *** for the repairs.

  

  Business Response

  Date: 08/15/2024

  This issue has already been reviewed and a determination on the customer claim has been made by our *********************** Claims Examiner, who is the person the customer has named in this complaint. If the customer wishes to dispute the determination, the dispute must be made through ***********************. There is contact information provided for *********************** on the claim letter the customer should have received on the issue that shows was mailed out on 05/02/2024. The customer should please contact our customer service team if they have any questions or need further assistance. Thank you.

  Customer Answer

  Date: 08/17/2024

   
  Complaint: ********
  
  I am rejecting this response because:  I have already contacted corporate insurance.  That is who denied my claim.  Obviously, they are still denying my claim.  I want my complaint on record with the BBB, so other people can see *** has had a complaint from a 40 year customer and refused to satisfy that customer (me).
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/20/2024

  This issue has already been reviewed, and our *********************** Claims Examiner, who is mentioned in the complaint, has made a determination regarding the customer's claim. If the customer wishes to dispute this decision, they must do so through ***********************. The contact information for *********************** is provided in the claim letter that was mailed to the customer on 05/02/2024. If the customer has any questions or needs further assistance, they should contact our customer service team. Thank you

  Customer Answer

  Date: 08/20/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  OGE is just repeating what they said before.  As I stated previously, I have already contacted corporate claims and they rejected my claim.  Please make sure my complaint is viewable by the public on the OK BBB website.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  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.

  The trees in service lines causing weekly outages refusal to maintain their right of way when several complaints written and phone calls made just told no do not cut them yourselves that's our right of way this is going to cause and already has caused a fire oge was notified by fire **** still they tell customers the refuse to cut them out of lines AND OG& WANTS RATE INCREASED AND YALL JUST KEEP Giving THEM TRY DOING YALL JOB FIRST

  

  Business Response

  Date: 07/22/2024

  The records do not reflect the report by the customer of weekly outages as the meter data for the location shows one sustained outage in the last 12 months, which occurred almost a year ago on 7/29/23, and only 3 momentary outages (or blinks) in the last 12 months and these 3 blinks occurred on 5/6/24 during severe weather that day. There was a ticket issued recently reporting tree limbs in the lines at or near this location. Our responding technician did perform trimming necessary at a nearby neighbors location, but they noted that limbs were near the *** lines at this customer location but were not in contact with our lines and were determined not a hazard at this time.The location will be reviewed again on our normal cycle trimming schedule. We also do not see any records of a fire being reported at the location due to *** equipment. If the customer is experiencing more outages or blinks than what is reflected by our records, it may be a condition on the customer side of the meter which may need to be reviewed by a licensed electrician at the customer expense as *** will be unable to assist with repairs to customer owned equipment.The customer should please contact our **************** team if they have further questions or need additional assistance. Thank you.

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  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.

  They have a mysterious jump in my bill by 50$ as soon as I go to stop service went from 72 to 120 and I was gone using no power for 12 out of 31 days of the cycle

  

  Business Response

  Date: 07/22/2024

  Our records show the electric service account was established as of 11/21/23 and the customer has now closed their account as of 7/13/24. A final bill was produced on 7/15/24 with a total balance of $120.66 and is calculated based on 838 kWhs used for the billing period from 6/13/24 through the closure of the account on 7/13/24. Although this is an increased amount of usage over the previous billing period that used 550 kWhs, we also have had an increase in outside temperatures overall during the last billing period as the summer season is upon us which historically results in a relative increase in usage at this location. Looking at the historical usages at the location during the same billing period from previous years, the usage amount on the final bill for the customer does appear to be in line with historical records. It is a common misconception that some customers may have that if they are absent from the location for a period of time during a billing period that there will be no usage during that time. Unless the customer physically turned off the main breaker to the residence during the absence, there will of course still be electricity being supplied to the residence and kWhs will still be used and recorded.However, OGE cannot know exactly how customers use the *************************, nor can we know what appliances or other electronics might be active and using the service, all we know is the amount of kWhs used as the meter at the location shows to be recording the usage properly and is operating as normal. The customer should contact OGE **************** if they have further questions or need additional assistance. Thank you.  

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  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.

  July 15, 2024- I would like to register my complaint against OG&E.I have been on automatic payment for ten years. On June 17, 2024, I changed my account number, but not my bank. I immediately, on June 18, informed OG&E of this change online. I entered my entire new account number which has 13 digits. My bill was not due until July 5. And received an email message of June 18 from them to acknowledge this change.On July 10, I got an email message from them stating that my payment was returned due to insufficient funds. I always have had enough money in my bank accounts- both old and new one, therefore on July 10, I sent them a message requesting for the entire penalty which is $10 to be removed. I explained to them that I surmised they failed to notice that although my old and new bank accounts have the same last 7 digits, however the first 3 digits are different. My entire new and old account numbers have 13 digits. Both of them have the same routing number.On July 13, I received a message from them rejecting my request. I do not think this is fair and legal.Thank you for your consideration.

  

  Business Response

  Date: 07/19/2024

  The records show that on 6/19/24 the customer voluntarily made changes to their banking information on their Auto Pay program enrollment solely of their own accord via their online account portal with no involvement by ***. When the automatic payment was drawn on 7/5/24, the records show that the numbers input by the customer may have been incorrect as the auto draft payment returned as unpaid on 7/9/24 and the return reason provided by the banking institution was cannot locate account which typically means that either the bank account number or the routing number provided by the customer is incorrect. Due to the returned payment, a standard return fee of $10.00 was applied to the customer account.As the error that caused the return was not on the part of OGE, we are unable to waive this fee and the request to waive the fee was declined as mentioned by the customer. The records show that the customer has since satisfied the returned payment amount as well as the return fee. The customer should please contact our **************** team if they have any questions or need further assistance. Thank you. 

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  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.

  New construction employees said I didnt have to be a licensed electrician to work on my own power box I just purchased this property that had an unsafe electrical breaker box. I purchased a new breaker box pulled the meter to kill power. I ran out of light in the evening came back the next day and the meter was reinstalled and locked. I can not get my power turned back on I can not get Oge to answer any questions. I am just banned from having power for who knows how long

  

  Business Response

  Date: 07/16/2024

  This location has been flagged by our Revenue Protection team as there has been tampering with OGE equipment discovered at the address. The customer should please contact our **************** team to request to speak to our Revenue Protection team to clear up the matter so the necessary steps can be taken to restore service. We will be unable to provide any further details or responses to this matter via the BBB until the customer has contacted and resolved the matter with our Revenue Protection team. Thank you.