Complaints
This profile includes complaints for Kentucky Utilities Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 36 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Initial Complaint
Date:10/18/2022
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.
My electric bill of $103.77 was due on the 10/11/2022. I was able to pay it on 10/14/2022, and my electricity was (understandably) cut off 10/13/2022.
I scheduled the bill payment at around 8:00 PM on 10/13/2022. There was a $37 reconnection fee, which is, again, understandable. That was when the operator told me that I would have to also pay a $160 "security deposit", which would be "held" for a full year before being returned to me.
I'd like to advise that this is the first time I have truly "missed" an electric payment, and in the past I have worked with them to keep my bill up to date. For my total bill to shoot up to almost $300 is absolutely ludicrous, and this "security deposit" is nothing short of extortion. I have NEVER had another electric company do this.
The phone exchanges were heated on my part, which I fully admit and apologize for.
I am thus far refusing to pay this extra money. It is unwarranted and frank theft on the part of LGE-KU.
Business Response
Date: 10/21/2022
Issue: My electric bill of $103.77 was due on the 10/11/2022. I was able to pay it on 10/14/2022, and my electricity was (understandably) cut off 10/13/2022. I scheduled the bill payment at around 8:00 PM on 10/13/2022. There was a $37 reconnection fee, which is, again, understandable. That was when the operator told me that I would have to also pay a $160 "security deposit", which would be "held" for a full year before being returned to me. I'd like to advise that this is the first time I have truly "missed" an electric payment, and in the past I have worked with them to keep my bill up to date. For my total bill to shoot up to almost $300 is absolutely ludicrous, and this "security deposit" is nothing short of extortion. I have NEVER had another electric company do this. The phone exchanges were heated on my part, which I fully admit and apologize for. I am thus far refusing to pay this extra money. It is unwarranted and frank theft on the part of LGE-KU.
Background: Mr. ****** has had service at this address since 3/25/2019. In the past twelve months the account has had six late payments, seven disconnect notices issued and one disconnection for non-payment. On 10/12/22 service was disconnected for non-payment of the past due balance of $103.77. On 10/14/22 a payment of $103.77 posted to the account and service was reconnected that day. As part of the normal process, when service is disconnected a $37.00 reconnect fee is billed and if no security deposit is on file, one is billed. In Mr. ****** case a security deposit in the amount of $160.00 was billed and set up a six month payment arrangement to begin with the next month's bill.
Billing History
10/26/22 - Bill for $205.26 due. Consists of $103.77 past due balance + $101.49 current charges.
10/11/22 - Final pay date for disconnect notice for $103.77 past due balance.
9/26/22 - Bill issued for $258.77 due 9/26/22. Consists of $149.85 past due + $104.29 current charges + $4.63 late payment charges.
Policy, Regulations and Tariff: KU PSC Sheet Number 95
Resolution: KU spoke with Mr. ****** regarding his concerns. KU explained that when service is disconnected for non-payment, in addition to a reconnect fee, if no security deposit is on file for the account one is billed. The amount of the security deposit for KU electric service is $160.00. This security deposit is held on the account until twelve consecutive months of good payment history on the account is achieved. At that time, it is refunded back to the account plus interest. KU advised Mr. ****** that due to this being the first time he has been disconnected for non-payment, KU can waive the $160.00 security deposit as a one-time courtesy. KU explained to Mr. ****** that if his service is disconnected again in the future, the security deposit would be billed again. Mr. ****** understood and thanked KU for contacting him to discuss the matter and work with him by waiving the security deposit this time.
Initial Complaint
Date:08/31/2022
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 have a 2,500 KU bill that has been estimated in the last year which I discovered in July 2022 I called and they told me they would take care of I read them my meter to which they discovered it was way off! Now 8/31/22 they have shut my power off with no explanation of why nothing was done after I’ve called them a million times! They are terrible to deal with nobody has 3,000 to pay for utilitiesBusiness Response
Date: 09/02/2022
Attached you will find the response to this complaint
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