Complaints

This profile includes complaints for EPB's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EPB

  10 Martin Luther King Blvd Chattanooga, TN 37402-1813

  
• 

  EPB

  830 Eastgate Loop Chattanooga, TN 37411-5345

  

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:05/07/2025

  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.

  Power outage from storms 5/2/25. Electric lines ripped completely off home & severed when tree fell two houses down. (1) Outage ticket was CLOSED while me & my neighbor still had the lines laying in our yards. 5/3/25 EPB spent all day & night making repairs. Advised I would need electrician before EPB could complete work. (2) EPB worker cut and took meters from both homes which I was told he shouldn't have done. Power restored & (3) EPB rang bell at 11:20 pm & said "you yelled at me last night. You want your fiber hooked up now?" I never yelled. He repaired wires on home across the street and I thought he was power, not fiber. Fiber restored. EPB supervisor told me they temporarily repaired pole (left old pole attached) to restore power & they should be back on Monday to put in a new streetlight & raise the sagging wires resulting from broken pole which they left. Instructed me to place help ticket Monday morning to be on safe side, which I did. I also had question about power line from home to pole which was sagging, because neighbor's ran parallel & was much higher. (4) 5/5/25 EPB guy said if he tightened it, it would snap next time we had high wind, but could not understand what or why I was asking. He said the power wires to our homes were "too thick & heavy, dangerous & probably was all they had on the truck". I told him forget it. (5) He refused to raise the sagging lines (said not his job) or (6) install street light (asked me if I was sure one had been there). I showed him picture of it smashed on the ground. (7) He then told me to walk out to the yard & I declined telling him I had a broken leg (obvious). He replied "I know. I rolled an ankle once". (8) He then proceeded to RAISE THE WIRE FROM MY HOUSE & left. Electrician said wires were below acceptable code level & that pole needed to be "sistered" which I have relayed repeatedly & EPB keeps saying not their job. Requesting pole/wire issue repaired and new street light

  Customer Answer

  Date: 05/12/2025

  I submitted a complaint requesting EPB finish the job from the power outage on 5/2/25. They have installed the streetlight. However, the lines from the broken pole are still sagging and there are still two poles that have not been "sistered" to correct this. Multiple trucks have come by and stopped, looked up at the poles and promptly left. It's apparent that no one wants to take the time and effort to do the work required to correct this. An EPB supervisor was the one that told me on 5/3/25 that this had to be repaired and a crew would be out this week to address. I've heard so many times "this isn't my job". Let me reiterate: It IS their job. These may be other company's lines, but they WERE AND STILL are attached to an EPB POLE, thus making them EPB's responsibility to connect them to the new pole THAT EPB ONLY PARTIALLY INSTALLED "just enough to get the power back on" as spoken by the EPB supervisor. The electrician said the lines were below the legally permitted property clearance and could pose a danger. Please address and correct this issue!

  

  Business Response

  Date: 05/21/2025

  A widespread storm event occurred on
  the afternoon of Friday, May 2, 2025, impacting numerous areas, including **** ********** *****. At approximately 5:56 p.m., power was lost at this location
  due to a large fallen tree that caused significant damage. The tree broke two
  utility poles and brought down multiple spans of electric and communication
  lines. The secondary wire—the conductor supplying power to the home—was torn
  down at several residential sites.

  Due to structural damage at the mast
  and meter centers of affected homes, customers were required to contact a
  licensed electrician for repairs before EPB could safely reconnect service. In
  accordance with EPB policy, meters were removed at locations with mast and
  meter damage to ensure the safety of both residents and electricians during
  repair work.

  Fiber lines were also damaged and
  required restoration. Per EPB protocol, communication services are not restored
  until power service has been reestablished.
  In this instance, EPB took the
  initiative to replace two AT&T-owned poles that had been damaged. This step
  is occasionally taken when the response time from the communications provider
  is insufficient. Power was restored to **** ********** ***** by approximately
  12:00 a.m., roughly six hours after the outage began. Fiber service was
  restored around 1:00 a.m. on May 3.

  It’s important to note that EPB is
  not authorized to move facilities owned by other providers. As a result, we are
  unable to transfer non-EPB-owned infrastructure to new poles. In such cases,
  stub poles may be left in place to support remaining wires. Within our service
  area, not all utility poles are EPB-owned—Comcast and AT&T also own
  infrastructure. A shared software system is used to coordinate and notify each
  other of the required work. In this instance, a ticket was submitted to both
  Comcast and AT&T detailing the necessary actions.

  Mrs. ******** reported that around
  11:30 p.m., one of our fiber technicians approached her and said, “You yelled
  at me last night, you want your fiber hooked up now.” This behavior does not
  reflect EPB’s standards of customer service. We have addressed the issue
  internally and taken appropriate corrective action.

  Customer Answer

  Date: 05/21/2025

  
  
  
  Power was not restored for approximately 27 hours on May 3. Fiber optic was not restored until early hours of May 4. EPB had incorrectly closed the ticket and said power was restored while lines ripped off my home lay severed in the yard. EPB never bothered to address lines down in my yard. I had to call multiple times to get them to come back out.  At that point I had to call an electrician. There is NO way that power could be restored in 6 hours. This also does not address the main complaint of repairing sagging lines in the street and “sistering” the poles  

  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 05/27/2025

  Mrs. ******** is correct in stating that her power was not
  restored within six hours. While the primary damaged line was repaired, some
  homes required electrical work before we could complete the reconnection
  process. I apologize for any confusion. Restoring service to multiple homes
  required significant coordination, and Mrs. ******** is right to acknowledge
  the complexity of the situation. We acknowledge that the coordination with our
  communication partners did not go as smoothly as expected. This situation does
  not reflect our usual standards for restoration efforts, and we appreciate your
  patience and understanding as we work to improve our processes.

  Customer Answer

  Date: 05/28/2025

  
  
  

  I sincerely appreciate the response from Cade regarding my original complaint of the sagging wires due to breakage of the pole during the storm.  A new pole was installed to reconnect power and fiber optics to homes in the neighborhood.  The old pole is still there and Cade explained that these were AT&T and Comcast wires attached to it and he was coordinating with both companies to raise the wires to the acceptable level.  I explained that I appreciated his efforts and understood that this may take some time for completion.  To date, neither AT&T or Comcast has done anything to correct the situation.  However, Cade has gone above and beyond in trying to get this issue resolved.  

  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/03/2025

  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.

  I have had their fiber optic internet for several years and my internet speed will drastically slow at random times down to under 25mbps and stays that way until I unplug the router fiber optic cable and then reconnect which resolves the issue. This happens even when I use another router. I call EPB they initially try to tell me its my router each time and then after spending more time on the phone with them they eventually reset something on their end which usually fixes the issue for an extended period of time (months or a year at most) and then we do the whole thing over again. I even recall them telling me during one of the conversations when it was slowing down during the mornings hours that it had something on their end causing service to limit speed during morning hours and then it would speed back up later in the day. They resolved this but now it happening daily. I do not recall this being advertised as something they do to customers otherwise I would have used a different provider. I would like to know why this has continued to be an issue and why I continue to pay for subpar service?

  

  Business Response

  Date: 04/15/2025

  EPB has worked with the customer and resolved the issue. 

  Customer Answer

  Date: 04/15/2025

   
  
  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:02/20/2025

  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.

  For the last two months, EPB has been overcharging my account after changing my meter without my consent. They claim I authorized this change, but I did not. Since the meter was replaced, my bill skyrocketed to $325 for one month, and my current bill is $626.00, with February's bill reaching $290 and a new balance of $615.60 for a home under 800 square feet. This situation is unacceptable. I recorded a video showing the meter running excessively despite no power being used in the house. I have repeatedly requested an inspection of the unauthorized meter, but they refuse to investigate, insisting they are only considering the meter's usage. When comparing bills with my neighbors, theirs are significantly lower. What is happening with EPB's unjustified charges? They seem to be taking advantage of the situation. what in the world is going on, I have heard many complains of people being over charged after they changed meters. Can someone look at EPB overcharging fees over charging changing meters without approval, what in the world are they putting on those meters??? I have two videos to show to proof of what I am talking about. meters are faking usages.

  

  Business Response

  Date: 03/07/2025

  EPB has attempted to call customer with a Bilingual representative,
  but we received no response.  Per recorded call, customer requested the meter be exchanged on
  12/23 and called to confirm the status of meter test on 12/26, the meter tested
  ok. Each customers’ usage is unique to the property making it difficult to
  compare to other homes.  The customer is
  welcome to send in any videos she can provide and EPB will continue to
  investigate further.

  EPB has been
  contracted through an outside agency to inspect the customers’ weatherization needs
  to help lower heating and cooling cost.    Findings
  of energy inspections will be communicated to the customer by the outside agency.

• Initial Complaint

  Date:01/08/2025

  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 am filing a formal complaint against the Electric Power Board (EPB) of Chattanooga, Tennessee, for issuing a disconnect notice on January 2, 2025, and refusing to honor my preferred payment method: the "Sign-to-Pay" CouponPay system with ACH credit to your Demand Deposit Account (DDA).
  
  Main Concerns:
  Non-Acceptance of "Sign to Pay" Payments:
  On December 31, 2024, I authorized EPB to process payments using the CouponPay system, a legally recognized payment method that operates similarly to checks. EPB's refusal to process your authorization violates consumer protection laws, including the Electronic Fund Transfer Act (EFTA) and Regulation E.
  
  Retaliatory Disconnect Notice:
  EPB issued an abrupt disconnect notice after you exercised your right to use this payment method, which you view as retaliatory.
  
  Legal and regulatory violations:
  
  EFTA and Regulation E: EPB failed to honor your valid authorization for electronic transfers.
  UCC Article 4A: EPB did not follow proper procedures for electronic fund transfers.
  Tennessee Code§ 65-32-104: EPB provided improper notice of service discontinuation.
  Tennessee Comp. R. & Regs. 1220-04-04-19: EPB violated rules regarding utility service termination.
  Background on "Sign-to-Pay" CouponPay:
  The "Sign-to-Pay" system allows consumers to authorize payments using a signed coupon, which acts as a legal instrument similar to a check. By signing and submitting the coupon, the customer authorizes the payment, and the biller is generally obligated to process it.
  
  Desired Outcomes:
  You request:
  
  Recognition of my right to use "Sign-to-Pay" and ACH credit.
  Immediate withdrawal of the disconnect notice.
  A written explanation for EPB’s denial of my payment method.
  A review and correction of EPB’s practices to ensure compliance with federal and state regulations.
  I believe EPB's actions violate your consumer rights and request immediate intervention to address these issues.

  

  Business Response

  Date: 01/22/2025

  We appreciate this opportunity to respond to our customer’s
  concern. Unfortunately, the “Coupon” our customer has offered in payment is
  neither lawful U.S. currency nor another acceptable payment method as specified
  in our Rules and Regulations which are available for review at
  epb.com/legal/electric. We strive to make payments as easy as possible for
  customers by offering options to pay in-person, by mail, by phone, and on-line
  using cash, ACH, a variety of debit cards, a variety of credit cards, and a number
  of digital wallets. We also stand ready to provide customers who have trouble
  paying their bill with payment arrangements and referrals for payment
  assistance. We have also communicated this information directly to our customer
  and look forward to supporting them in finding a way to pay for the electricity
  they have received. Thank you.
  

  Customer Answer

  Date: 01/27/2025

   
  
  Complaint: ********   
  
  Dear ******* *****,
  First, thank you and your company for intervening. I would like to specifically address EPB’s statement of "Unfortunately, the 'Coupon' our customer has offered in payment is neither lawful U.S. currency nor another acceptable payment method as specified in our Rules and Regulations" as being problematic and could potentially be considered as discriminatory or an adverse action under current consumer protection laws. Lawful U.S. currency refers to physical U.S. coins and paper currency, which includes Federal Reserve Notes. These are legally recognized as official money that must be accepted for all debts, public charges, taxes, and dues as established by the Coinage Act of 1965 and codified in 31 U.S.C. 5103.
  The "Sign-to-Pay" CouponPay systems and ACH Credit to the customer's Demand Deposit Account (DDA) are modern, efficient methods for bill payment. CouponPay allows customers to sign a coupon to authorize payment, while ACH Credit "pushes" funds electronically from the biller to the customer's account. The signed coupon serves as a legal instrument, much like a check. It's not just a company policy but a method recognized by the banking system. 
  Show Cause Notice:
  EPB, you are hereby required to show cause: why, your refusal to accept "Sign-to-Pay" CouponPay systems and ACH Credit to the customer's DDA as valid payment methods does not constitute:
  A violation of NACHA operating rules by impeding the use of ACH transactions.
  An unfair or deceptive act affecting commerce under Tennessee Code § 47-18-104.
  A violation of consumer protection laws by limiting payment options without just cause.
  An unfair business practice by potentially increasing costs to consumers.
  A breach of your fiduciary duty to act in the best interests of all your customers by arbitrarily restricting payment options.
  These consumer protection laws aim to ensure fair, equitable, and nondiscriminatory access to credit and services. Rejecting a valid payment method without clear justification could be seen as a violation of these principles.
  The Equal Credit Opportunity Act (ECOA) prohibits discrimination in any aspect of a credit transaction based on certain characteristics. Refusing to accept a valid form of payment without proper justification could be seen as discriminatory. 
  The Uniform Commercial Code (UCC) Article 4A governs funds transfers, including those transmitted via ACH. Refusing to accept such payments may violate these regulations: 
  EPB's actions may violate the principle of "good faith and fair dealing" implicit in contract law, as customers have a reasonable expectation that commonly accepted payment methods will be honored.
  EPB's stance could be interpreted as a violation of the public utility doctrine, which holds that essential services should be provided without discrimination and in the public interest. 
  The "Sign-to-Pay" coupon payment system, as described in Patent US20050038743A1, is subject to various regulatory controls and procedures that guide and constrain the agencies and actors involved. These regulations ensure the system's integrity, protect consumers, and maintain compliance with financial laws. Example: Let's say you receive a utility bill with a "qualifying" coupon. You sign it and send it back. The utility company must process this payment as authorized. They can't simply decide not to use it and demand a check instead.
  Given these points, I want to ensure EPB is clear on the regulatory framework governing my authorization of this transaction. Your refusal to accept the "Sign-to-Pay" coupon as a valid initiation of an ACH Credit to my BoA DDA not only contradicts industry standards but also disregards its status as a recognized form of payment under U.S. law and financial regulations. As a consumer aware of my rights and your obligations, I urge you to reconsider your position and process my payment in accordance with these established norms and regulations.
  Be it resolved that the 'Coupon' Your customer has offered in payment be accepted for its intended purpose in accordance with applicable Nacha operating rules, effective from January 2, 2024, and incorporated into the Federal Reserve's Operating Circular 4: and are binding on all parties involved in ACH transactions. 
  You are hereby given the opportunity to present, in writing, any facts bearing on this matter within 5 business days from the date of this notice. Failure to respond may be considered an admission of non-compliance.
  If this matter is not resolved satisfactorily, I reserve the right to:
  File a complaint with the Consumer Financial Protection Bureau.
  File a consumer complaint with the State Attorney General Office.
  Report this issue to Nacha for potential rule violations.
  Seek legal counsel to explore further options.
  Please process my payment immediately and confirm in writing that you will accept future "Sign-to-Pay" coupon payments as valid forms of settlement.
  Awaiting your reply,
  
  
  

• Initial Complaint

  Date:09/05/2024

  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.

  Trying to resolve billing error with EPB for months. EPB mandates customers have streaming. Spoke with EPB 5 times prior to making switch to ensure monthly cost be roughly same. I asked for total monthly cost and they replied it would be $166. When tech came on 6/21/24 to install equipment he called EPB. I asked to verify total cost. His reply “It will be $166 and some change. You’re saving $10/month”. My 6/24 bill had incorrect charges, higher internet and ****. I then received additional bill for $50.72. I called EPB, girl said she would take care of billing error ($50.72). I asked about monthly charges. She transferred me to manager who said “Your question was misleading. Did you ask for TOTAL monthly cost, including tax”? I replied “Yes”. She put blame on me, I ended call. Service disconnected in July. I called EPB, girl apologized, reconnected service, said she would advise if there were billing issues. I never heard anything. In August, service disconnected AGAIN. I called EPB, woman I spoke with put me on hold, I was disconnected. She never called back. I called EPB and spoke with Tech Support, explained situation and asked if they could get message to someone to call me. I received call back from EPB and guy was extremely rude, said first girl didn’t call me back because “there’s no billing error”. I attempted to explain situation and was repeatedly interrupted. He was arrogant, accusing, condescending and had me in tears. Said service would be disconnected 9/10/24 if $50.72 wasn’t paid.
  
  3/24 bill correct - $166.44
  EPB notice stating bill would increase 4/1/24
  4/24 bill correct - $176.72
  5/24 bill correct - $176.72 (minus $11.40 for power outage 5/9 – 5/10/24) = $165.32
  6/24 bill INCORRECT – billing error begins
  7/24 bill increase – **** $121.99 to $128.52
  8/24 bill increase – **** $121.99 to $125.99
  
  From $166 to $187.24 is not “saving $10/month” plus billing error of $50.72. Bill keeps changing. This is price gouging.

  

  Business Response

  Date: 09/12/2024

  This complaint has been resolved to the customers satisfaction. 

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service 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 first sent a message to EPB requesting a confirmation that EPB fiber optics was indeed not available at a townhouse address that I am moving to on March 25. EPB responded that it is in fact not available even though it is 2 streets away from where I currently live. They told me they would put an order for this in to be made available within a week to a week and a half. I checked in constantly in effort to have it confirmed so I would be able to pace my order for 'The Gig' plan as I work from home and to be able to get an EPB specialist in to set up my wifi with their equipment. I checked in 3 times last week and kept receiving a different time each time that I asked. I was told work was taking place there Friday and I should be able to put in my order today, April 8, 2024.
  I inquired today why I am not able to order it online and I am now being told I won't be able to put in for an order until April 22, 2024. I work from home so this is absolutely not an option for me and EPB should be ashamed for slow playing me. Now, not only will I have to get a competitor internet instead, I will probably be unable to get an expert in to set it for up me this week. This is terrible customer service and EPB should be ashamed.

  

  Business Response

  Date: 04/23/2024

  EPB has attempted to reach out to the customer multiple times with no response.  If the customer will give us a call at ************ we can assist her with this complaint. 

• Initial Complaint

  Date:04/02/2024

  Type:Product 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.

  My account was double charged $242.58 on 2/15 for an EPB electric fiber bill. I called EPB customer service that same day and was informed that the charge would be reversed and the refund would be in my account soon. I assumed they issued the refund and did not check until March when my power was shut off despite paying my electric bill. I called again on 3/25 and asked for the status of my refund. The customer service representative argued with me and said that they had issued an email about the status of my refund, despite me never receiving an email (not even to spam), and then backtracked to say the refund was never issued. They said it would be 3-5 business days before the money was in my account. A week later, today, 4/1, I called again, asking why my refund was still not issued. This customer service representative cut me off multiple times to tell me that nothing could be done to provide me a refund unless I went down to an EPB office in person with proof that they took money from my account. He argued with me because he said that the refund "should have been applied" to my next bill "but wasn't," and so there is "no record" of them stealing my $242.58. The agent was very unclear about why there was no record, saying that they issued me a refund or applied the balance to my account, but something must have gone wrong on their end. I have already taken time off of work to deal with this issue. I have never been asked by a place of business to PRINT out MY BANK TRANSACTIONS to "prove" to them that they stole my money. Also, the month I was supposed to receive credit on my bill, they turned off my power for multiple days despite the fact that I paid my bill AND had outstanding credit. This is ridiculous and an abuse of my time. EPB should immediately issue me a refund and credit my account for the nearly two months I have been given the run around about money they stole from me.

  

  Business Response

  Date: 04/16/2024

  EPB has resolved this complaint with the customer and a credit refund was issued on 4/5/2024.

• Initial Complaint

  Date:03/21/2024

  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.

  Hello, I received a bill from EPB fiber optics from the billing cycle of 3/14/24 - 3/29/24 for a total of $680.62. The service was discontinued on 12/18/23 but i was still billed after. I also received an equipment charge of $211, which I dont dispute and will return. I was told by the rep ****** through live chat that if a business or residential account has a past due balance it can be transferred to any active account using their social security number. I asked for a copy of the policy and advised this was never disclosed and the rep stated she will see what can be sent to me.
  
  I dont understand how they can transfer a balance from one account to another when 1 is a business and the other is residential. The company transferred the business balance to my residential which causing a disruption in my service. I work from home and have to have internet services through the employer with this company, EPB.
  
  this company always apply fees and make up rules as they occur. No one can do anything about it because this is the only provider for energy in the area. It not fair that they can make ridiculous rules and apply fees at whatever cost .
  
  The issue is not paying the past due, which I will do. But the additional charges that are being added after the service was disconnected.
  
  Then how do they have the right to transfer a past due account to another account that is unrelated? Then say its policy , yest the policy was never disclosed verbally or written.
  
  I have tried to dispute this charge and they are stating it is still owed. I need assistance with getting this resolved please.
  
  You may contact me via email to ****************** or by phone at ************. if I am not avail it is ok to leave a message. Thank you!

  

  Business Response

  Date: 03/22/2024

  EPB has worked to resolve Mrs. ***** issue to her satisfaction. 

• Initial Complaint

  Date:01/11/2024

  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.

  On or about May 10 of 2023, I had to go by my house during work hours (maybe 10:00 AM). When I arrived home there were 2 EPB trucks in my drive. When I walked to my backyard, I found 2 men. One on the ground and one up a pole removing a dusk-to-dawn light. I asked why they were there and why I had not been contacted and the man on the ground said he had knocked on the door and no one answered. I told him that my wife and I both work and I would have appreciated a call.
  He then explained that EPB was removing the light because it was not being charged. I explained that when I bought the house, the owner told me that the light location had been negotiated when the pole was set (I have been unable to get an affidavit from the previous owner because he is deceased. The address of the light is my neighbor behind me whose lot is very wooded and supports the idea that a lot of tree work would have been necessary for placement at that address.
  The man on the ground called his supervisor (******) and I explained the situation to him and requested some research on the matter and requested better communication with the homeowner in a situation like this. Had I not come home at an unusual time, I would have no idea what happened. ****** was courteous.
  A few nights later (maybe a week) I came home to find that EPB (I am assuming because I received no communication) had returned again while I was at work and removed the light. I reached out to ******, but he said he was in the field that day. I have never received a call or any further communication from EPB.

  Customer Answer

  Date: 01/26/2024

  I have not received any response from EPB regarding this matter.

  

  Business Response

  Date: 02/29/2024

  EPB has resolved this issue to the customers satisfaction.  

• Initial Complaint

  Date:11/07/2023

  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.

  Someone at EPB gave my social security number to a party that used it to put an electric account in my name. I own a house at **** ******** *** *********** that I sold on a contract and financed.. The buyer is **** ****. She occupies the house. Her grandson got my name and address from the purchase documents, then got my ss# from EPB to put the electricity in my name. EPB has the last four digits of my SS number which they used to put this phony account in my name. I reported it to the *********** Police, *******, and EPB. I asked to speak with the CEO at EPB, but was not allowed to speak with him. EPB is still attempting to collect from me.

  

  Business Response

  Date: 11/15/2023

  EPB's Credit Manager has spoken with Mr. **** and this issue has been resolved.