Complaints
This profile includes complaints for BC Hydro's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 36 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:22/07/2025
Type: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.
Today I went onto BC hydro chat to find out about why our residential address was not eligible for a flat rate with BC Hydro. During this conversation the associate discovered that our residential address of 12 years was being charged at a commercial rate. We have never used our home residence as a business property. The seller we bought from that lived in our residence before us did have a photography business that may have used the house as her home business for tax purposes. I believe the person who input our information 12 years ago in 2013 may have not changed it and certainly did not ask us because we would have said that the house is only residential. The bill only states "Based on ********************* Rate 1300" so to a regular person that does not indicate that we are a business and would not think anything of it. Upon calculating the difference over 12 years between commercial vs. residential daily rate and the cost per kwh difference we overpaid more than $6000 due to this error. We are a small family of 4 and this amount is quite substantial. We also give "right of way" to hydro on our 10 acres of our land. Please contact me with a solution to this. I was told by the associate that I need to apply to have the rate changed using an online form which is a further inconvenience. The chat associate Mil stated "The investigation I am pertaining about, is a work order for rate change request. Once submitted the work order customer has to submit the declaration form which is available online." I am confused as to what this means but I'm sure it will not get me any compensation for the last 12 years of overpaying. I have contacted BC hydro and was promised a call back on 3 occasions but nobody has ever called. When B.C. hydro is owed money from a customer they go after it, but when they owe money they ghost the customer. This is not right. I will be contacting the utility commission and the media unless this is resolved. ************. Call me.
Business Response
Date: 28/07/2025
We acknowledge and respond to the BBBs case for the customer regarding their home being under the incorrect rate.
When a home is under construction,it is common for developers or private customers to request a temporary electrical connection, which is billed under Rate Schedule 1300 *********************** as outlined in BC Hydros Electric Tariff. Once construction is complete, the developer, contractor, or registered owner is responsible for notifying BC Hydro that the service is ready to be converted to a permanent residential connection. Upon receiving the required documentation, BC Hydro updates the rate to Residential Rate Schedule 1101, also in accordance with the Electric Tariff.
Following a detailed review of our records and consultation with Technical Safety BC (TSBC), we found conflicting information regarding the construction and connection history at this address.However, we did not find any request to transition the service from temporary to permanent residential. We contacted **** to inquire about any permits that would indicate a completed transition. Due to the age of the permits, **** was unable to locate or confirm this information.
We understand that this customer assumed responsibility for the property after construction was completed and was unaware that the service had not been updated to the residential rate. In recognition of this and based on the current residential use of the premises,we have retroactively adjusted the account the service start date to reflect Residential Rate Schedule 1101.
We have issued seven invoices confirming these adjustments, which are viewable on the customers ************************.
The account currently has a credit and if the customer would like this issued as a refund cheque, we encourage them to contact our customer care team either through chat, or through phone at **************.
We trust that the information provided addresses the concerns raised to the Better Business Bureau.Initial Complaint
Date:07/07/2025
Type: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.
every 2 days to increase the payment in my hydro bill and I don't know why. thank you, ***** ZulghinaBusiness Response
Date: 09/07/2025
We acknowledge and respond to the BBBs case for the customer regarding billing amounts.
We contacted the customer on July 7, 2025 to discuss their account concerns and explained that their bills are issued on a monthly basis, rather than bi-monthly. The customer confirmed that they were satisfied with this explanation, and their complaint has been resolved.
If the customer has difficulty paying their bill, were here to help; we offer different types of payment plans to make things easier. Our ************* team can be reached at **************.
We trust that the information provided addresses the concerns raised to the Better Business Bureau.
Initial Complaint
Date:24/02/2025
Type: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.
BC Hydro cut my power back in November and refused to send a technician to rectify the situation. The meter I was being charged for was attached to my neighbours unit (unbeknownst to me) and when my neighbour moved out and cancelled their account, ********************** cut the power. Unfortunately, the meter my neighbour was being charged for was attached to my unit. BC Hydro told me I had to call an electrician. I didn't have power for four days. The electrician discovered the meters had been installed on the wrong units, so while talking to BC Hydro, he switched them to the units that were being charged for them. I put in a request to have my billing rectified because I had been overpaying for hydro for five years.BC Hydro claims they have no record of the electrician contacting them (he was on the phone with them in front of me). They sent someone three weeks later to secure the meter. That person did a breaker test and claimed there was no switched meter (because now the meters were on the correct units). I lost a fridge and a freezer full of food, a weekend of plans that I had, and was out $150.00 for the electrician (he could have charged me double but he was nice). I have overpaid at least $1,000 in the last five years in Hydro bills.Business Response
Date: 07/03/2025
We acknowledge and respond to the BBBs case for the customer regarding their disconnection, reconnection, and switched meter concerns.
We apologize to the customer for the frustration and confusion this situation has caused. We have reviewed our records and can confirm that although our representatives followed the correct processes, they could have probed the customers situation in more depth. Detecting a switched meter can be extremely difficult and we are looking into our processes to see if any improvements can be made to avoid situations like this in the future.
On November 22, 2024 the customer called and reported that they had no power. Our representative issued a Trouble order; however, this was cancelled because if a single unit has no power in a multi-unit complex, this denotes an issue within the building, and its the customers, building managers or owners responsibility to investigate issues of this nature. The customer contacted ********************** again on November 23, 2024 to report a power outage. We investigated and confirmed that electricity was going to the meter attached to the premises, which also registered as active. A representative called the customer to advise that they will need to hire an electrician.
On November 25, 2024 the customer reported that they had no electricity, but the Trouble order was cancelled again for the same reasons as the Trouble order issued on November 22, 2024. We contacted the customer to explain that they will need to hire an electrician to investigate the issue.
The customers electrician found a switched meter issue with one of the meters showing an error on November *******. They called and reported their findings, and our representatives issued two orders, one to investigate the meter with an error and the other for the suspected switched meters. A supervisor also left a voicemail with the customer so we could gather further information. Additionally, they placed temporary locks on the account until January 25, 2025 for the investigation.
It is our understanding that the electrician unsealed both meters and switched them to their respective meter bases, which restored power to the customers premises. We would like to note that unsealing BC Hydro meters without a permit is a safety issue. We have processes in place to restore the power and investigate suspected switched meters, which include issuing a reconnection order and manually performing a site check.
The customer called back that day and confirmed there were switched meters at the premise. We immediately issued an investigation order and performed a site visit to the customers premise on December 11, 2024. Our technician confirmed two meters were unsealed and then performed a breaker test, which confirmed the customers premises was now connected to the correct meter.
The customer called on December 20, 2024 and February 20, 2025 for an update on when the billing would be adjusted. Correcting switched meter billing can take time. However, we recognize that this customers situation has been particularly difficult, and we have requested their invoice adjustment be expedited with a tentative resolution date of March 14, 2025. Our Customer Metering team is also working on dispatching a technician to investigate the meter with the error.
We again apologize for the struggles this customer experienced dealing with these switched meters. We have forwarded their details to our Claims team. An adjuster will email the customer directly.
We trust that the information provided addresses the concerns raised to the Better Business Bureau.Customer Answer
Date: 10/03/2025
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.
Sincerely,
******* *****Initial Complaint
Date:14/02/2025
Type: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.
BC Hydro agent(s) created and then have failed to correct new meter billing setup in a timely manner. Over the course of 2 months customer service and/or billing has been contacted by the customer 4 times inquiring as to why there is no invoice amount yet to be paid. **************** manager Ash was unable to provide a reason, solution to the problem, or when it will be resolved. He stated "I will start a service ticket with billing". I asked why would he do that again when it has already been sent to billing the last 3 times. His reply was "that's what I will do". I asked for someone in billing and was told "they don't talk to the public". Billing is dating back to November 1st, 2024 to present. I am on a fixed disability income and this payment accrual will cause payment problems for me when finally due. I need to be able to know and pay my bills on time, which I'm more than happy to do, but when bills don't get paid then suddenly a large amount is due all at once, I fear will not be financially manageable. As well, my landlord is demanding I pay him for amounts that BC Hydro has billed him for on a separate meter that I am not using. This is causing problems even after explaining that it is not my doing.I have contacted Ash, Manager for BC Hydro's customer handling department. He couldn't explain what the problem was, when I can reasonably expect some solution, and that he would only initiate the same steps the prior agents had without any reason it would have a different outcome. When I mentioned the Ombudsperson as the avenue I am being forced to look at, he replied "I will now send this to customer relations". I asked him what that has to do with the billing issue, he replied "because I mentioned the Ombudsperson". It felt like a retaliatory action that wasn't addressing my concern and how difficult it has been attempting to get billing to correct their mistake so I can pay my bill on time.Customer Answer
Date: 14/02/2025
The consumer contacted BBB and stated the complaint has been resolved.Initial Complaint
Date:08/11/2024
Type: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.
BC Hydro has found a incorrect hook up in our Electrical panel. This connection was done 15 years ago, by a electrical company and was permitted by the *******************. They have now come back and demanded interest and fees for the past 15 years of electrical power not charged. We have professional Electricians and a permit but have been accused of theft. Subsequently we have been charged over ******* dollars. We have negotiated the interest and fees of to the pure power used and started a payment plan of ******, because the constant threats of turning the power off. Currently we have made payments to *****. Are they allowed to come back and charge this after all this time with all this interest and fees?Business Response
Date: 22/11/2024
We acknowledge and respond to the BBBs Case for the customer regarding their unauthorized connection causing a diversion of electricity and payment arrangements.
The service at the customers business is a 600 amperage (amp) service which feeds four separate meters, each under the same business name. Our systems noted several temperature spikes above safety levels, so on December 13, 2023 BC Hydro investigated our meters at this premises.
BC Hydros main electrical conduit splits off into four individual meters. The investigator found that one of the four meter bases was overheated and there was an extra connection that was both unauthorized and unmetered. It was also using electricity. Two runs of cable were attached that fed into two customer- owned transformers. Our investigator asked the customer how long this had been in place for, and they advised for approximately 10 years.
We decided not to disconnect service as the customer would lose significant business, however we did disconnect the overheated meter for safety reasons.The customer indicated they would be applying for a new connection to have all the meters under a single meter, which was completed on April 1, 2024.
After an analysis of the electricity consumed by the business and the equipment connected to the unmetered load, we invoiced for $212,672.17, comprised of 10 years from the date of our investigation on December 13, 2023. The invoice was issued to the customer on June 5, 2024 and is consistent with our Electric Tariff per below:
Section 5.7.5 (a) Back-billing of our Electric Tariff, allows us to apply back-billing for the whole period of under-billing when:
There are reasonable grounds to believe that the Customer has tampered with or otherwise used BC Hydro's Service in an unauthorized way, or evidence of fraud, theft or another criminal act exists,or if a reasonable Customer should have known of an under-billing and failed to promptly bring it to the attention of BC Hydro;
In addition, the Customer is liable for the direct (unburdened) administrative costs incurred by BC Hydro in the investigation of any incident of tampering, unauthorized use or criminal activity, including the direct costs of repair and replacement of equipment.
Under-billing resulting from circumstances described in this paragraph 5 will bear interest at the rate normally charged by BC Hydro on unpaid accounts from the date of the original under-billed invoice until the amount under-billed is paid in full.
The customer called on June 7 and emailed June 27, 2024 to dispute the charges.They felt that because they hired an electrical company and obtained a permit through Technical Safety BC for the work, they shouldnt be responsible to pay the full balance. We requested the customer provide invoices and permits for the completed work; however, at this time, the customer has not supplied us with this information. If the customer provides this information, we will consider it as part of this investigation regarding the unauthorised connection and diverted electricity only. The service was under the customers business, so we are required to bill them for the services rendered. The customer can pursue any collection of funds owed from the electrical contractor and ******************* privately.
On June 28, 2024, we provided the customer with three payment options. The customer needed to reply back by July 12, 2024, with which arrangement they preferred.The customer replied on July 17, 2024, further disputing the charges.
We recognize that these high amounts placed a financial hardship on the customers business, so we offered another option on August 19, 2024. If they were to make a payment of $75,591.11, which is the total of the cost of energy charges minus all interest charges, by September 9, 2024, then we will waive the interest as a one-time goodwill gesture and consider the matter closed.
We sent several follow up emails on August 22, 23, 30, September 5, 6, 9, 11 and 16, 2024. We did not receive the $75,591.11 payment. The customer emailed on September 17, 2024 to advise they will pay $10,000.00. We replied through email on September 24, 2024, because the $10,000 payment hadnt posted to the account.
On September 25, 2024, the payment of $10,000.00 posted to the account. We reminded the customer that the agreement was to pay the entire balance of $75,591.11 by September 9, 2024 to have a one-time waiver of interest. Since the customer couldnt keep to this, we are unable to uphold the agreement. We offered a 12-month payment arrangement with an attached letter that the customer would need to sign and return by October 2, 2024 for it to be valid.
We reached out again on October 7, 2024. We offered them one more waiver of interest as a goodwill gesture if they were to make a payment of $65,591.11 by October 11, 2024. We sent a follow up email on October 11, 2024 and advised that if this amount isnt paid in full, then credit action will continue, up to and including disconnection.
The customer responded on November 7, 2024 to say that they are in their slow period, and they are unsure of both when they will pay, or how much. We then received a payment of $5,465.91. This isnt an acceptable arrangement,which we explained through email. We will require an arrangement with set amounts and dates and for the customer to sign and return the payment arrangements form we previously sent them for it to be valid.
On November 15, 2024 we received the signed Payment Agreement letter from the customer agreeing to pay a total of *************** amount is for estimated electric charges, investigative costs and one year of interest charges. The arrangements are to pay $4,800 on the 18th of every month from November 2024 to December 2025 with the final amount of $4,816.17.
We received payments of $10,000 on September 25, $5,465.91 on November 8 and $4,834.09 on November 19, 2024,leaving a remaining balance of $62,416.17. As long as the customer keeps to their arrangements, the amount for the unauthorized connection is no longer past due.
However, the customers account for their business has a current past due balance of $6,190.13. We issued a Final Notice of Disconnection on November 14, 2024. We would like to work with the customer to establish payment arrangements and answer any questions they may have regarding their business account. We encourage the customer to contact our ************************* at **************.
We trust that the information provided addresses the concerns raised to the Better Business Bureau.Customer Answer
Date: 25/11/2024
Complaint: 22528325
I am rejecting this response because:
Sincerely,
*** ******Initial Complaint
Date:15/10/2024
Type: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.
Applied for hardship ***** last winter and was approved this was such a relief and saviour. But almost year later theu tpok it back because i live in a commercial building. Now even worae hardship $700 bill and disconnection of service.Why give steuggling people hope when ur just making it all worse later. Tried too dispute cause it was without warning *** not expected told pay 700 or ur in the dark. If i had 700 i woildnt have applied for hardship ***** too start with. How they cam do this and still feel good about themaelves is beyond me. Im even more broke then when i applied this is just the tip of the *********** people shouldnt have a monopoly it as too much power *** you abuse it.Business Response
Date: 24/10/2024
We acknowledge and respond to the Better Business Bureau for the customer regarding their ******************** (CCF) Grant.
We have contacted the customer to discuss their situation and based on the circumstances, have resolved this customer's concerns. We apologise for the frustration this situation has caused the customer.
If the customer has any further questions or concerns, they can contact our *************************** at ****************.
We trust we have addressed the concerns raised by the customer to the **********************.
Initial Complaint
Date:13/09/2024
Type: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 August 27, I reported my unreasonable bill to BC hybro customer center and asked for their help. August 30th BC hydro responded with a series of procedural answers about the high and unreasonable electricity bills: heating, LED lights, electrical appliances, etc. I provided the bills from March to May. I turned on the heating all day, and the temperature at that time should be lower than that from May to July. Why was the bill only ******? I also provided the bills from the same period last year, why was it only ******? The bills from July to September are about to be paid. When I used the air conditioner several times, it was about $240. All electrical appliances and lights have not changed. Why is the bill for March to May, the best season of the year, $460.72? and the most cold winter season is only $511. Is this really reasonable? What link in the power bureau has a problem? As residents, we dont know at all, and may never know where the problem is. As a user of a monopoly enterprise, do we have to pay such a high and unreasonable bill? I had heard *** News that BC Hydro always made mistakes in electric bills, I am maybe just another victim. My appeal, referring to the bills from March to May and the weather conditions, I am willing to pay a reasonable electricity bill of $170.Business Response
Date: 18/09/2024
We acknowledge and respond to the Better Business Bureau’s case
for the customer regarding their billing concerns.
We understand that energy costs can pose a financial
challenge to some of our customers. There are many tools
and programs to help our customers save energy and money.
We would like to speak with this customer to discuss their concerns
further. We have attempted to contact this customer and left a voicemail providing
the Customer Advocacy Team’s contact information.
We trust we have addressed the concerns raised by the
customer to the Better Business Bureau.Customer Answer
Date: 18/09/2024
Complaint: 22280010
I am rejecting this response because:
Sincerely,
Fei GuCustomer Answer
Date: 20/09/2024
I expressed doubts and dissatisfaction with the response given to me by BC hybro over the phone. They told me to pay the bill first, so I paid $460 on the 18th. 72. All my evidence has been fully provided when I complained. This is the first time I have had a billing question since I lived here in 2017. This has nothing to do with my family's living expenses. I checked the bills for the same period in all previous years, and they were all more than $100. I have already said that during the billing period from May to July this year, only one person lived in this house and rarely cooked. In this case, a bill of $460 was generated? If the power company has enough evidence to explain my electricity consumption, please ask them to provide the meter reading. When I found the question about the bill, I went to record my meter reading: 01594.Business Response
Date: 04/10/2024
We acknowledge and respond to the Better Business Bureau’s
case for the customer regarding their ongoing billing concerns.We’ve reviewed the customer’s account and identified a one-time
estimated meter read. The estimated read
was the result of a network issue. It is
important to note, this issue has been resolved and we can confirm the meter at
this customer’s premises is now back to normal functionality and reading actual
consumption.We have retrieved the actual meter reading, and as such, the
customer’s next invoice will indicate the actual consumption from the previous
billing period, and the correlating billing adjustment.In accordance with the BC
Hydro Electric Tariff (Section 5.2.1), when a meter reading cannot be obtained, an
estimated reading is used for billing purposes.We left a voicemail for the customer and provided Customer
Advocacy’s direct contact information. We would like to assist this customer
with any further questions or concerns they have about their billing.We trust we have addressed the concerns raised by the
customer to the Better Business Bureau.Initial Complaint
Date:22/08/2024
Type: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.
BC Hydro has an optional program for rates. We never gave permission or opt for the program.I got my Aug bill and it double from last month. When I review the bill to find out why, I saw tier 1 and tier two billing. I never opted for that.Business Response
Date: 23/08/2024
We acknowledge and respond to the Better Business Bureaus case for the customer regarding their concerns about the Residential tiered rate.
We spoke with the customer to discuss their concerns further and clarified their rate plan has not changed.
Most residential customers are charged under the tiered rate, formerly called the residential conservation rate. This rate has been the default rate for residential customers since 2008.
On this rate plan, customers are charged a lower (Tier 1) price for electricity up to a certain threshold in each billing period, and a higher (Tier 2) price for all electricity use beyond that threshold. This tiered rate is designed to encourage conservation.
If the customer would like more information about residential rate options, they can visit our website.
We trust the information provided addresses the concerns raised to the Better Business Bureau.Initial Complaint
Date:06/06/2024
Type: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.
We live in a duplex. It has recently come to our attention (after doing a breaker test) that BC Hydro is charging us for the wrong meter. After a number of calls to BC Hydro, a supervisor told us it would take 2 to 3 months to get a technician out to confirm. We understand that hydro technicians are busy, but we think a situation like this should merit a much quicker resolution. We believe that we will be owed a substantial credit when this is corrected.Business Response
Date: 11/06/2024
We acknowledge and respond to the BBBs case for the customer regarding their concerns about the meter at their premises.
Weve reviewed the contact history on the customers account and can confirm an order has been issued to visit the customers site to perform a meter investigation. Our records indicate the representative provided correct timeline information and explained that this type of process can take several months to be completed,should a meter issue be identified, and billing adjustments need to be made.
Unfortunately, due to current backlog, we are unable to provide a timeframe of when this will be completed. However, as explained to the customer previously, we have applied a lock on the account that will avoid any negative credit action or charges during the investigation process.
If the customer has any further questions regarding their complaint, we encourage them to contact **************** at **************.
We trust this response addresses the concerns raised to the BBB.
Customer Answer
Date: 11/06/2024
Complaint: 21809509
I am rejecting this response because: Several months to resolve an issue of being billed based on incorrect metre assignment is not acceptable. This occurred in ********* recently, and the customer was also told it would take several months. It was only when the customer went to the media that a technician showed up within a few days, which demonstrates that it can be done quickly when there is a error like this regardless of backlog. I am perfectly willing to take the same step of going to the media to bring scrutiny to this unacceptable response and timeline from BC hydro
Sincerely,
*****************************Business Response
Date: 26/06/2024
We acknowledge and respond to the BBBs case for the customer regarding their further concerns about the meter at their premises.
We contacted the customer to discuss their concerns further,and due to their circumstances, we expedited the investigation order.
The customer is aware of the actions we are taking to resolve their concerns.
We trust this response addresses the concerns raised to the BBB.Customer Answer
Date: 26/06/2024
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
Date:18/03/2024
Type: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.
I've received another bill prior to expected email. I can't access my account and i've changed my password several times.Business Response
Date: 19/03/2024
We acknowledge and respond to the BBBs case regarding the customers account concerns.
Weve left a voicemail message with the customer to discuss their ******************** complaint. We have not yet heard back from them. However, our system records indicate the problem has since been resolved, and the customer is now able to access their ************************ account.
If the customer has any further questions or concerns, we encourage them to contact our **************** Team at **************.
We trust this information addressed the concerns raised to the BBB.
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