Complaints

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:02/20/2025

  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 paid my electric bill on 01/15/2025. The charge appeared on my account for $167.66. On the 17th, the charge was reversed. I have assumed they were paid because they really were paid. Today I received a disconnect notice and called *************. They assured me that this charge was reversed by El Paso Electric, otherwise they would have notified me of a rejected *********************** generated a complaint #******** detailing what has happened. After my call, I went to my El Paso Electric account and paid again ($277.87), along with current charges. I have attached a copy of my payments from the El Paso Electric portal. I have also attached a copy showing that payment. It says "VOID", next to the credit, although they sent me a " Thank you for your payment" email. This is not the first time this has happened. The last time, I had to speak to an EPE delinquent bill collector telling me "It was my fault that my payment did not go through, and I must pay additional fees for being delinquent". Although I re- paid today with another bank card - CITI, (with plenty of credit). I suspect that they will be returning my payment again.

  

  Business Response

  Date: 03/14/2025

  Good evening, 

   

  Thank you for bringing your concerns to our attention. Please see our response below. 

  The payment of $256.40 was processed using the payment option on the El Paso Electric **** web self-service. The payments of $19.52 were credited to account ********** and $256.40 to account **********, plus a third-party fee of $1.95. The email confirmation advises when the payment was received.
  The payment of $167.66 was voided by the user on the **** portal. In reviewing the attempted payments, $29.38 was for account ********** and $136.33 for account **********, plus a third-party fee of $1.95.
  When making a payment on the *** **** portal, it gives the customer the option to void (reverse) the payment on the same day the payment was made, listing the word VOID next to the payment.
  A disconnection letter was mailed out on February 11, 2025.Payment was received on February 19, 2025, while the letter was still in transit with the **************************** to avoid receiving the letter,payment needed to be received before February 11, 2025. El Paso Electric cannot retrieve a letter once it has been mailed out. For residential accounts, there are no past due fees.
  
  El Paso Electric wishes to apologize for any inconvenience or misunderstanding this may have caused. 

• Initial Complaint

  Date:01/29/2025

  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.

  This has been an ongoing situation I have an outstanding balance with el Paso electric according to them it was a glitch that happened when my account was set for a payment arrangement and when the payment was made the full balance reflected back in the acct. I have to be calling everytime to keep adding extensions since this is all they are offering according to them my account is under review by the billing department and keep stating someone will reach out to me and all they have offered is to keep adding extensions stating that they will credit back my account once the billing department responds It has been aproximetly 3 months already and I have not heard from the billing department. I have tried everything and the last thing I would like is for my services to be disconnected and me having to pay a balance I do not owe. I hope you can help me regarding this situation.

  Customer Answer

  Date: 02/13/2025

  I Have yet to hear back  from the company.
  

  I am not satisfied with the company's efforts to resolve this matter nothing has been ressolved and my bill keeps increasing. 
  
  
  Comments: My bill has been increasing I have to contact them to extend my extensions for my service to not be disconnected all I was told is that billing department has not reach back and they are still waiting on them to respond. Not sure how else to proceed.
  _____________________________________________________________________________
  
  Your Signature: ***** ******

  Date 02/13/2025
  
  

  
  

  

  Business Response

  Date: 02/28/2025

  Dear Ms. **************** you for reaching out to us regarding your ongoing situation with El Paso Electric. I understand how frustrating this must be for you, and I appreciate your patience as we work to resolve this matter.
  I have reviewed your account and would like to clarify how the payment arrangement and pay plan (extension) work and are reflected on your EPE bills. When a payment arrangement is set, it may sometimes cause the full balance to be reflected back in your account. I apologize for any inconvenience this has caused.
  I have contacted the billing department on your behalf and they are currently reviewing your account. In the meantime, we have been offering extensions to ensure your services are not disconnected. I understand that this has been ongoing for approximately three months, and I assure you that we are doing everything we can to expedite the review process.
  To address your immediate concerns, I have outlined the following steps:
  You have agreed to pay $200 on or before March 7, 2025, as part of the Bright Hearts program.
  After your $200 payment and the $200 payment from Bright Hearts, your remaining balance will be $61.91, which will need to be paid by the end of March.
  I hope this provides some clarity and reassurance. If you have any further questions or need additional assistance, please do not hesitate to contact me directly. We are committed to resolving this issue for you as quickly as possible.
  Thank you for your understanding and cooperation.
  

  Customer Answer

  Date: 03/03/2025

   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.

• Initial Complaint

  Date:09/04/2024

  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.

  For context the account is listed under my wife: ******* **** My family signed a lease in February of this year and have yet to receive an electric bill. We have made 3 calls between May and present and have yet to be provided a bill for our electricity needs. We would like to receive a bill asap to have our account resolved. We feel that we should not have to pay any deposit as we are not being served to the maximum potential. That coupled with the mounted amount that we will have to pay. We have actively tried to resolve the issue with no resolve. We have to contact them for any details they have not yet contacted us to date.

  

  Business Response

  Date: 09/17/2024

  Dear Ms.*****,
  

  We are writing to inform you that your account with us is now accurate and up to date.We have corrected the billing errors that were previously identified, and we apologize for any inconvenience this may have caused.
  

  Bills have been issued up until August 15, 2024, and you should receive paper copies for your records in the mail within 7 business days. The total amount due is $552.07.
  

  The deposit has been removed from your account and will only be charged in the future if you are disconnected for non-payment or leave an outstanding debt.
  

  If you need to make any payment arrangements or have any further questions, please do not hesitate to contact ***** ****** at ************. She will be happy to assist you.
  

  Thank you for your understanding and continued business.
  

  Sincerely,
  ***** ******
  Call Center Supervisor
  

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair 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.

  On August 7th, the electric company changed our meter to a smart meter. I received am email on 22 Aug that our usage had gone up 102%. I called and scheduled an hvac company to come check our unit. The unit is running as it should be. I called the electric company and was told they would not send anyone out to check the meter because it's a smart meter and it says it's working fine. We keep our 1800 sq ft house at 78/79 degrees always in summer and spring. No one had adjusted that. We have no explanation for why our usage jumped, other than the meter. I think it's unacceptable that the electric company refuses to come check their equipment. As it stands, we will be upwards of 650 dollars for an 1800 sq ft house kept at 78/79 degrees.

  

  Business Response

  Date: 09/18/2024

  Dear ****** ******,

  Thank you for reaching out regarding the recent increase in your electricity usage following the installation of a smart meter on August 7th. We understand your concerns and appreciate the opportunity to address them.
  

  Firstly, we sincerely apologize for any inconvenience this situation has caused. We take all customer feedback seriously and aim to provide the best possible service.
  We understand that you received an email on August 22nd indicating a 102% increase in your usage, and that an HVAC inspection confirmed your unit is functioning correctly.
  The increase alert you received was based on a comparison of usage from the new meter installed on August 7th, 2024, which began at zero for usage. As the meter started registering your usage, it compared the usage on a weekly basis, causing the alert to be sent by email about the increase.
  

  While our smart meters are designed to provide accurate readings, we recognize the importance of ensuring their reliability. The smart meter allows you to monitor your energy use in near real-time, helping you to identify patterns and adjust to save money.
  

  Usage Analysis: After reviewing your account, the service dates for the current bill are from August 15, 2024, to September *******, for 33 days of service with a usage of ***** KWH. In comparison, last yearsservice dates from August 16, 2023, to September 18, 2023, for 33 days of service showed a usage of ***** KWH. This indicates that your electricity usage from 2024 to 2023 was similar for the same period.
  

  Thank you for your patience and understanding. We value your business and are here to assist you with any further questions or concerns.Please contact our **************** at ************.
  

  Sincerely,
  

  ****** *****
  Customer Care Supervisor
  ********************
  
  

  
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  In April, I received my statement for account number ******0000 with a balance of $81.60. Ipaid it via check. However, in May, my statement showed a past due balance for April's amount. I called the office and spoke to a representative who stated that the check did not appear but that it may have been delayed in the mail. They explained that if I paid the new balance with the past due included, when the missing check appeared it would be credited to my account and would then cover June's balance, so I did that. Needless to say, that in July (and still to this day) my account still did not reflect the missing check. I went to my bank to locate it and they advised me that El Paso Electric did in fact cash the check back in May. I believe this check may have been applied to someone else's account so i contacted customer care and advised them to please locate the transaction and apply it to the proper account. Thank you for your promptness to this matter. This still has not been rectified and I have contacted them over 5 times asking for a response to no avail. This company is poorly managed and only cares about their well being. Unfortunately they are a monopoly here in Van **** with no other electrical company options.

  

  Business Response

  Date: 09/17/2024

  Hello Mrs. ************************ you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused by the missing payment.

  After a thorough investigation, we have located the payment in question. It appears the payment was applied to two separate accounts for the total of $81.60. This was confirmed via a phone call placed with you and **** on 09/13/2024 and there were no further questions.
  

  We appreciate your patience and understanding as we resolved this issue. If you have any further questions or concerns, please do not hesitate to contact us.
  

  Best regards,
  ******* ******
  ***************** Consulting

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair 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.

  July 25, 2024 woke up to my electricity was turn off. Like many people we have been splitting the bill to try and pay it. Because of an oversight in our part we forgot now we call in to pay and try and get assistance and we have to pay full bill plus a reconnection fee (which I am not complaining) but then the lady proceeds to tell us that we have to pay a $430 deposit which I feel like thats not fair we have been a customer for 16 years and first time its been disconnected. Now here in our area there is no other options as far as other electric companies. So its either we use El Paso electric or no one. I need this issue corrected. I dont see why after 16 years they are asking for a deposit. We spoke to a supervisor and no resolution given.

  

  Business Response

  Date: 08/21/2024

  Hello,

  Thank you for reaching out to us regarding the recent disconnection of your electricity service.
  

  We understand you have been a loyal customer for 16 years, and this is the first time your service has been disconnected. We appreciate your long-term commitment to El Paso Electric and want to address your concerns promptly.
  

  While the reconnection fee is a standard charge, we understand your frustration regarding the $430 deposit. As a one-time courtesy EPE will waive the deposit assessed to the account. Please note any future disconnection will require the deposit to be paid upfront prior to restoration of service. We appreciate you enrolling in Auto pay to ensure timely payments going forward. The charges have been removed from your account as of 08/20/2024.
  

  Thank you for your patience and understanding.

  Customer Answer

  Date: 08/21/2024

   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.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair 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.

  Bills werent coming in & no disconnect notice & lights were cut, after i paid they said they would wave late ********** didnt

  

  Business Response

  Date: 09/20/2024

  Dear Mr. ******************* you for reaching out to us regarding the recent interruption in your electricity service. We understand how inconvenient this situation must have been for you.
  

  Upon reviewing your account, we have identified that the electricity service was disconnected due to lack of payment. We appreciate your prompt action in addressing the outstanding balance. As a gesture of goodwill,we have waived the reconnection fee associated with restoring your service.
  

  If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team at ************* or via email at *****************************************************************.
  

  We appreciate your business.
  

  Thank you,
  

  ******* ******
  Supervisor Energy Consulting

• Initial Complaint

  Date:05/30/2024

  Type:Product 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.

  For almost two years I have been receiving my billing statement by email. That ended in April. When I did not receive my statement, I called *************** and let them know in early May. Although they told me the amount I owed they did not send a statement until I demanded one, then I had to demand that they look into the problem, rather than brushing it off as a one-time deal. They said they would look into this and even though I tried to follow up several times, they have not responded to my emails since May 11. When I did not receive my statement in May at the usual time, I contacted *************** again, on May 22, reminded them of the problem, let them know it happened again, but no one from *************** responded. I phoned in and after a few days was able to get a hold of a supervisor to send me a copy of my billing statement. At this point, *************** has stopped responding to any email I send in spite of the fact that I have had several other problems come up since then. Although the supervisor I contacted was helpful in getting me a copy of my billing statement, I am not sure I am speaking with the right person about this problem, and the several other problems that have come up with regard to meters and my requirement to provide easement access, which I have always done, until someone tried to come in my front door. I have not yet found anyone by phone (over 15 calls made), nor by email that can offer solutions with regard to not receiving billing statements. I would like to hear from someone who can really do something about this two-month old problem, in addition to addressing meter access/easement concerns, perhaps:Customer Contact ****** De La *****, Mgr. Public Relation *****************************, Director of *************

  Customer Answer

  Date: 06/15/2024

  I have not heard back from them after having filed this complaint.  I have spoken with numerous folks, but no one can confirm that I will actually receive a billing statement, which is my original complaint.  I have asked that the *************** manager contact me because after more than 20 emails and at least ***** phone calls, no one can confirm that I will actually receive a billing statement.  I won't know until after the 22nd of June, since that is when billing is supposed to take place.

  

  Business Response

  Date: 06/27/2024

  We contacted the customer, apologized for the poor service, reassured him that we would get it taken care of, and then we answered his questions and provided him with the copies of the bills in question. I have one item that I will be following up on regarding why my team did not reply to all of the customer's emails, but other than that I believe this issue can now be considered resolved. We also left our direct contact information with the customer, so if we missed something related to this topic, he can get back directly with a supervisor aware of his situation. 

  Customer Answer

  Date: 06/30/2024

   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.

• Initial Complaint

  Date:04/10/2024

  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.

  El Paso electric refuses to send me a bill after 4 months. Im a solar customer in **********. They pay me for my electricity. On 12/4, I received my most recent bill in which they had to pay me 320$. After that, they supposedly installed a smart meter and have had trouble calculating how much energy Ive sold and used. I have contacted them 8 times since then and after promising to have a bill for me on 2/5 nothing has changed after 4/6. An estimated 300$ x 4 months is 1200$ they are willfully withholding from me. They continue to use my solar energy while not paying for it. I would like, in addition for the solar credits they owe me, for them to pay ****** for each month they are late on paying me for the the energy I produce. Why ******? Because they charge customers that to turn on electricity after a missed payment

  

  Business Response

  Date: 04/26/2024

  We contacted the customer and addressed their concerns. This concern can now be closed,

• Initial Complaint

  Date:01/17/2024

  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.

  Account # ********** El Paso has a policy of mailing out a check when customers with their solar panel customers generate more than $50.00 of extra solar energy credit. The last billing period has been over for a week.For the last 6 months they've been holding on to my checks for 3-4 months and posting/sending out confounding billing to justify them keeping the checks.I've submitted 3 complaints about this and El Paso electric's BS reason; mailing out checks is a manual process, that's why I never got the last two checks.Again, where is my $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$, El Paso Electric??????????

  Customer Answer

  Date: 02/02/2024

  To this day I have not heard from El Paso Electric. This is the third billing period that they have NOT sent out my solar energy credit check

  

  Business Response

  Date: 07/17/2024

  From: ******, ******* <************************************************************************************>
  Sent: Wednesday, July 17, 2024 10:04 AM
  To: resolutions1 ******************************** <*****************************************************************************>
  Subject: Complaint ID: ******** - ********************

   

  Good morning ******,

   

  Hope this email finds you well.

   

  I was reviewing a complaint and was attempting to provide a resolution, however I do not see the option.

   

  Could you please reach out to me at your earliest convenience?

   

  Thank you,

  

  Business Response

  Date: 09/18/2024

  Hello *******,

  Thank you for reaching out to us regarding your refund. I sincerely apologize for the inconvenience this delay has caused you.

  We understand how frustrating it can be to wait for a refund, our records indicate a refund was issued in the amount of $77.57 on 07/10/24.

  If you have any further questions or need additional assistance, please do not hesitate to contact us. We appreciate your patience.
  

  Thank you
  Best regards,

  ******* ******

  Supervisor Energy Consulting