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Complaint Details
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Initial Complaint
12/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
You advertise a certain internet speed. But multiple speed test on your system reveal a speed half of what you advertise. You are a ripofff. I want a refund! David **** call me!
Business response
12/13/2022
EPB has spoken with our customer and addressed the issues included in his complaint. We have resolved all of the outstanding issues to our customer's satisfaction.Initial Complaint
09/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
EPB came out to do a disconnects. However, instead of knocking, the technician that came out BROKE the latch on my gate and then threatened my dog for doing what dogs do-barking at a stranger! When confronted, the technician, refused to give me a name. All he said was he didn’t have to knock, that he was allowed to trespass into my back yard and that he has something for dogs that try to attack him. This is completely unacceptable! It he’d have knocked, I could have put the dogs away. Now, as a single mom with small children, I have to pay to have the gate repaired.Business response
09/21/2022
EPB has reached out to the customer and is working on a satisfactory resolution to the issue.Initial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
HI, I know you guys are working on this but yet once again my power was turned off this morning. I don't want to complain, yet you guys are causing me to have to call you about every week as payments on cards are confirmed, then several days later the payment is rejected. I hope you get this issue resolved as of now it looks like I will need to take yet another step and purchase a prepaid card, put money on it and use that to pay my bill. Technology does not seem to be our friend and it is beyond frustrating. Plus losing my power and and my texts stopped coming as well so I had no idea how much I had in my account. I don't want to have to check my account daily as there is way toooo much to do in the information age to have to check on my payments on a daily basis. I pray you can make all this right as you are costing me a tonnnn of time I just don't have. Or want to deal with. Thank you,Business response
08/24/2022
EPB continues to work with our customer on his payment and credit issues. We are in direct contact with him at this time.
Initial Complaint
04/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
They haven't been reading the meter. I told the lady over the phone that it's a fence that connects two houses, and the neighbor has pit bulls in the backyard. She told me they could see the bill from the electric power company which means no one has physically came out to read the meter, they open the fence up to get to the meter. And the meter is almost close to the backyard. So I know they hadn't read it.Business response
04/11/2022
EPB spoke with this customer about her electric account. Customer’s account was disconnected for nonpayment. We offered payment arrangements and she accepted the offer. We also offered to have someone meet her at her home to re-read her meter but she declined that offer. Customer was satisfied with the resolution.Initial Complaint
03/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am part of the "Life Line" program that is supposed to pay EPB $50 of my Internet bill a month. A few months ago we started receiving a bill for a past due balance. I called EPB and they said LifeLine was behind on paying them and to disregard the notices, so I did. Last month they shut my Internet off. I contacted them and explained the situation and they turned it back on. I asked they make note of it so it doesn't happen again. At 3;00 am this morning it got shut off again. I contacted them through chat. The agent was condescending and judge mental toward my situation I felt and kept referring to the past due bill even though I explained the situation. I had also asked him to check the past notes and he said something just like where it showed it had been shut off before. I asked if they even put notes into the computer because it doesn't sound like they do. He finally said he'd only turn it back on if I made a payment today since there was no supervisor for me to talk to at this hour and said it would be back on in 15 minutes. Despite for it to be back on, I paid the full amount, which I do not owe, I checked the other day and made sure my Life Line is up to date. After about 20 minutes or so I noticed it wasn't back on and contacted them again in which I was now told maintenance is done between 2:00 am and 6:00 am so reconnection isn't possible at that time. I pointed out the fact it was shut off at 3:00 in the middle of when maintenance is being done and was given some excuse, which I don't trust.Business response
04/01/2022
EPB has spoken with our customer and addressed the issues included in her complaint. We have resolved all of the outstanding issues to our customer's satisfaction.Customer response
04/01/2022
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
11/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I started new electric service August 3 at my new apartment. I did this over the phone. Someone enrolled me in paperless billing. I never enrolled myself. I don't want it. I have called and did live chat with people at EPB about this. They seem to think they have corrected it, but they don't. This was only the electric bill until this week. I checked on their website on October 30 and now my fiber bill (internet and phone) is paperless. I didn't enroll my fiber bill to be paperless either. You can enroll in paperless billing on their website, but it isn't set up so you can unenroll on the website. I would have done that if it was available.Business response
11/09/2021
Business Response /* (1000, 5, 2021/11/09) */ This customer's issue has been resolved. Consumer Response /* (2000, 7, 2021/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) EPB corrected the issue.Initial Complaint
10/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
A power surge occurred approximately 3 weeks ago. This power surge has caused tremendous damage to items in my home. The breaker box panel had to be replaced ($180) 4 TVs were damaged. I have replaced one for $300 plus, My oven/stove is damaged. I cannot set the temperature on my oven. My washer and dryer were damaged and must be replaced The hot water heater does not work, due to the damage of the breaker box. I currently have no hot water as I cannot afford to hire a plumber at this time. This can all be verified by checking with the fire department in South Side as they had to go out to what was formerly ******* Drugs on West 38th street due to the power surge that also affected them. I am on disability and the caregiver for my father (a WWII veteran) and my disabled son. I need you to fix and reimburse me for all of the items in my home that were damaged and can no longer operate due to the power surge. This can all be verified by checking with the South Side Fire Department as the had to go out to C****** Drugs (******) on West 38th street because it was affected too.Business response
11/23/2021
Business Response /* (1000, 5, 2021/10/29) */ After checking into this matter, it was determined that the power surge in question was caused by a tree falling into the power lines. This is considered an act of God, Therefore EPB is not liable for any repairs at the property. Consumer Response /* (3000, 13, 2021/11/12) */ No one can win against Big Business with all the proof I had regarding damage that was within my house even with the work the EPB had to do after the surge even admitting the high surge happen ...and still happening...they win with a tree fell ...like my dog ate my homework excuse...everybody I thought would helped could not..my counsel person ..my Mayor...BBB...Fire Department..none had power to help a disable grandma..97yr old World War 2 vet...and 49yr Son waiting on heart transplant...it will take me a year their caregiver to replace the things damaged Than k You for trying
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19 total complaints in the last 3 years.
8 complaints closed in the last 12 months.