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:07/01/2025

  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.

  On June 27, 2025, DEMCO disconnected our electricity after a returned payment of $268.84. I am a graduate student in New York and on a tight budget, so I was unable to assist. My mother, who works long hours and rarely uses electricity at the home managed to pay the balance using the DEMCO app in multiple payments: $349, $238 and then attempted to pay a $95 reconnect fee.
  
  The app requested $95 twice for reconnection. It did not say payment was to be made in cash only therefore she paid with her debit card. When she finally reached a representative after trying the app and phone system, she was told reconnection would be initiated, but the service may be disconnected again Monday (6/30/2025) due to the card payment.
  
  As of today, the DEMCO app still shows the service as disconnected, with no past due balance, and is requesting another $95 reconnect fee (it was $45 yesterday). This is excessive and confusing.
  
  Additionally, our electric bills have consistently been unusually high, even reaching $500/month, despite little usage and a prior complaint filed with the utilities commission. This month’s bill is already $258.02.
  
  We request the following:
  1. Immediate reconnection of service.
  2. Removal of duplicate or excessive reconnect fees.
  3. A full investigation of our account’s billing and usage history.
  
  DEMCO has received full payment (a debit card is considered cash - the payment is not pending to DEMCO it has cleared). Further delay is unacceptable. Please resolve this urgently to avoid regulatory escalation.

  Business Response

  Date: 07/01/2025

  The location was behind on payment for the April 2025 billing statement balance.  The member made a payment arrangement to clear the balance of $268.84 by June 10, 2025.  A payment for $268.84 was made on June 10, 2025.  The May billing statement balance became due on June 16, 2025.  On June 17, 2025, the $268.84 payment was returned. 

  On June 18, 2025, a delinquent notice was mailed to the member notifying that the full past due balance of $585.21 must be paid by June 27, 2025 to avoid disconnection.  A separate "NSF/Cash Only" notification letter was also mailed, informing the member that due to the returned check, future payments must be made with cash, cashier's check or money order.  DEMCO's policy places an account on "Cash only" status once there are two returned checks in a 12-month period. 

  Payment was not received by the June 27, 2025 disconnect date.  The service was disconnected for non-payment.  A contact was made by the member, after hours, where she was advised that to reconnect services, the past due balance of $585.21 plus reconnect fees is required.  Reconnect fees for an after-hours reconnect is $95.00 and during normal business hours $55.00.

  On June 28, 2025 three separate credit card payments totaling $683.00 was made.   For accounts on "cash only" status, checks and credit card payments are usually not allowed, or are reversed, however, that did not happen in this instance.  Services were reconnected during business hours.  The $40 reconnect fees paid in excess have been applied to the account and will be credited against the next billing.

  A copy of the billing and usage history, as well as the daily readings from the meter has been emailed to the member for their review and a contact provided to discuss the information.

• Initial Complaint

  Date:03/24/2025

  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.

  I made payment arrangements to pay my bill on 3/28/2025 with Demco.
  They accepted the payment date, however, they disconnected my services on 3/24/2025, and are refusing to honor the payment arrangement made on their app and have charged me a $55 reconnect fee, and refusing to waive it even though the payment arrangement was allowed.

  Business Response

  Date: 03/25/2025

  Good afternoon,

  According to our records, Ms. ***** made a "scheduled payment".  A scheduled payment allows the member to make a payment on the account on the date the member indicates.  Ms. *****'s payment was scheduled to a date past the delinquency cut-off date.   Her account was disconnected as payment was not received by the cut-off date.

  When additional time is needed for payment of a balance, the member must make a "payment arrangement".  This is a formal contract between the member and DEMCO to allows additional time for the payment to be remitted.  A payment arrangement can be made by phone or by online account access provided the account qualifies.  Or a representative may be able to assist the members if automation is not available.  A representative advised Ms. ***** of the difference between the scheduled payment and the payment arrangement. 

  Ms. ***** requested the reversal of the $55.00 fee charged to reconnect her services, however, this fee is not reversable.

  Please reach out to me at [email protected] if you have any additional questions or concerns.

• Initial Complaint

  Date:11/12/2024

  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.

  I sold my house and paid my final bill at ***** ********** ** ****** ******* ** with Demco in person and then cut off my services with Demco. Did not get notified of any late payments or bills until a collections call a year later from Online Information Services originating from Demco. This collections has impacted my credit and the dates that Demco charged me for I did not reside in the residence and the collections should’ve been cut off. I called to explain to Demco that I paid and closed out my account in person and was told I do not owe anything and that the services has been disconnected late July/early August.
  The DEMCO acct number is 3434158.
  The collections acct number is #**************** with a reference to the issue being ********

  Business Response

  Date: 11/12/2024

  Mr. ********** *********** contacted DEMCO on 08/30/2023 with a request to disconnect services as of 09/05/2023.  At that time, there was a balance for an 08/17/23 bill (which covered the billing period of 07/09/23 - 08/08/23) for $319.67.  Services were disconnected as requested on 09/05/2023 and a final bill dated 09/05/23 was generated which included the previous balance of $319.67 and the new charges (from the billing period 08/08/23 - 09/05/23) for $310.86, which brought the total due on the account to $630.53.

  On 09/08/2023, Mr. *********** contacted us to inquire about the balance due.  He was advised that we had not received the payment of $319.67 and the new bill had generated which was the reason the balance was $630.53.  He requested to cancel auto pay and the representative advised him that he had already cancelled it on 09/06.  He inquired about a payment arrangement and was advised that we cannot make arrangements on accounts that are no longer active.  Payment was never received and the balance of $630.53 was sent to collections.

  Mr. *********** contacted our office on 11/12/2024 and requested a copy of the bills in questions.  Our representative sent an email with the copies for his review.  In order to remove the charges from his credit record, he will need to make the payment in full to the collection agency, then contact DEMCO to advise the payment has been made.  We will then follow up with the collection agency to ensure the item is removed from Mr. ***********'s history.

• Initial Complaint

  Date:09/24/2024

  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.

  I received a bill for $750 they said it as 2 months billing. I informed them my bill was high but never like this. They said its because they couldn't get to my meter probably because of dog, gate or tree down. We had neither. Then iget a message oh were changing all the meters Because they are old. I don't think its right

  Business Response

  Date: 09/25/2024

  Sent attached email to member to explain the charges, billing amounts, payments received and estimated bill issue.  I was able to speak to her and clarify the information and assist her with a bill extension.  I left her with my contact information in the event she has any questions or problems.  Please let me know if I can provide any further information or assistance.

• Initial Complaint

  Date:09/18/2024

  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.

  Demco provided a bill then doubled the bill and 0 communication was provided in regulated to combining the bills. I had to reach out across several departments to receive communication. I paid the bill still not receiving adequate communication of 181 in September then I receive a notice today indicating I’m late paying a bill of 54.00 in which I never received and already paid 181 in September. This company is fraudulent and stealing as well as poor to no communication. A rep hung up and didn’t call back and the next was not answering my questions. I’ve ask to speak with a supervisor several times and none was provided

  Business Response

  Date: 10/10/2024

  Member contacted our office on 08/14/24 and spoke with a representative regarding the bills she received one for $94.21 and another for $181.39.  She was advised that the $94.21 was for the bill dated 07/25/24.  She disconnected services on the account and received a final bill for $181.39 which included the charges from the prior billing of $94.21. 

  She called in again on 09/18/24 upset about receiving a delinquent notice on her new account.  She stated she was not aware of the $35.00 new connection fee and disputed the late fee on the bill because she indicated she did not receive notification.  A supervisor contacted her and again explained the charges that made up the $181.39 bill.  She waived the late fee penalty and apologized that she was not made aware of the $35 standard new connect fee charged on all new account services.  She verified her email and was advised that her account was set up for e-billing, not paper statements, and that she can adjust her bill notification and delivery settings to her preference.  The supervisor encouraged her to login to her account to view her communications and billing settings.

• Initial Complaint

  Date:09/08/2024

  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.

  I have had issues with DEMCO since starting service , unorganized employees, you think you have something handled to later speak with someone else that simply says “I don’t see it on file” . This has happened more than once , so this passed bill I’ve got an extension for the 20th of this month “ not on file” . So my power is disconnected, I’ve been a good paying customer, you’d think they’d be better handling customers . Wish I had Entergy , again .

  Business Response

  Date: 09/23/2024

  The member at this location had a bill dated 08/05/24 that was due on 08/24/24.  No payment was received by the due date and a delinquent bill was mailed out on 08/27/24.  On 09/05/24, a delinquent call notifying the member that payment was due to avoid cutoff was placed.  Payment was not received and the account was disconnected for non-payment on 09/06/24.  Member called in on 09/06/24 and was advised of the amount needed to reconnect services.  Member called in on 09/10/24 inquiring about amount needed to reconnect services and the information was given again.  There is no record of a payment extension (arrangement) made extending the due date to 09/20/24.  I attempted to contact member 09/23/24 and did not get an answer but left my contact information.  If member returns my call, I will alert him how to set up payment alerts and arrangements online, or using our phone line and how to check to ensure arrangement is in place using his MyDEMCO account.

• Initial Complaint

  Date:08/26/2024

  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.

  Demco and or their contractors cleared the power lines in the ROW at ********* ** ********* * (Hwy *** ** **** ***** )but left the limbs and logs in my ditch and blocking my gate to the north side of my property . I need the limbs removed from the Ditch as I maintain this ROW as my property corners extend into the road. At this time my gate is blocked .

  Business Response

  Date: 08/28/2024

  A representative went back to the location where helicopter trimming took place and gathered the limbs and debris left behind.  This issue has been resolved directly with the member.   Also emailed the member information on Right-of-Way trimming and how to submit an inquiry on our website.

• Initial Complaint

  Date:07/18/2024

  Type:Customer Service 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 dispute is the need to get a new reading on a meter that has not been read. All of the details are in the attached letter.

  Customer Answer

  Date: 07/22/2024

  I filed a complaint against DEMCO.  The business did reach out to me July 19 and the matter has been resolved.  To my satisfaction I may add.  Therefore no further action is required.

  
  

• Initial Complaint

  Date:06/07/2024

  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.

  The problems are detailed in the uploaded letter. Please let me know if you need any further information.

  Business Response

  Date: 06/14/2024

  This complaint has been resolved directly with the member.  Service order delays were experienced due to the storms in the area.  The job was completed and member's services have been restored.

  Customer Answer

  Date: 06/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21817913, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *** **** ********

• Initial Complaint

  Date:06/06/2024

  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.

  I moved out of state in 2021 upon moving and selling I disconnected services. I never received a communication about a balance due nor a phone call. My number has not changed. I have a respectable 800 credit score and monitor it frequently to my dismay a collection has opened from demco. Stating I owe money from three years ago, I was always in good standing with demco. I’m appalled I didn’t recieve proper communication. I have reached out via email to demco to resolve and no response, I’m happy to pay anything that can be proven that I owed it. But want this taken off my credit immediately

  Business Response

  Date: 06/14/2024

  We have provided the member, Ms. *****, with copies of her final two bills which represents the charges in question.  Once payment is received, we will have the items removed from her credit profile.  A representative will follow up with Ms. ***** to give payment instructions.