ComplaintsforOncor Electric Delivery

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have lost power 67 times since 2012

  Business response

  03/01/2024

  Attached is Oncor's response to ******************************* complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

  Customer response

  03/01/2024

  I have reviewed the business response and accept this resolution. It's just a shame that it took this complaint to add a wildlife shield after so many outages,

  Power Outage Totals by year 68 since 2012 As of 2/27/2024
  2012 9
  2013 1
  2014 2
  2015 4
  2016 5
  2017 12
  2018 3
  2019 5
  2020 6
  2021 7
  2022 7
  2023 6
  2024 - 3

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  id like to know why Oncor delivery charge is almost half of what my usage c harge is. Every since they installed these so called "smart" meters my bil has been twice as much no matter what time of the year is it. This is absolutely ridiculous!.. I've called before to try and get them to come out and check the meter but no one ever comes to my door to say I'm here to check your meter. Therefore I never 'REALLY" know if anyone ever does. When I call back I am told it was checked and it was right, At one point when I called in and gave them my number that was listed on the bill the girl that answered said that number was attached to an address that was not mine. I ask to speak to a supervisor who blew that off and he proceeded to tell me to lower my thermostat inthe winter an raise it in the summer. Well that is what I have done and I still have a huge bill. I am on a fixed income and these bills are almost as high as my house payment. Not happy with oncor. In fact I am fed up with them and their lousy service. JUdging from all the complaints that Oncor has against them I cant understand why the BBB gives them a A+ rating in my book even an F is not low enough for this company.

  Business response

  02/28/2024

  Attached is Oncor's response to ******************' complaint.

   

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a **** Army Combat Veteran and Business Owner who operates a small insurance agency in a 766 square foot office space. I am writing to file a formal complaint against ONCOR regarding what I believe to be onerous and unjust billing charges. I have been a customer of ***/******************** since April 2020 at my business location of ******************************************************************************************************, and while I have generally been satisfied with the quality of their services, the recent billing practices since December 2023 as they relate to ONCOR distribution charges have raised significant concerns. My ONCOR historical distribution charges have never exceeded $30.00 and my overall bill based on electrical usage and distribution charges has never been greater than $100.00. I have attached my 27 month bill history that was available on the *** Online site as it relates to my account. Their online system doesn't allow me to go back to my start date of April 2020. It will only depict the history back to 11/3/2021. Additionally, I have attached other supporting documents that include charges graphs; a historical usage graph; and billing statements for the Dec 2023 and Jan 2024 bills. I have attempted to resolve this matter by contacting the *** customer service department on 12/12/2023, where I spoke with ****, a **************** Representative and *****, a **************** Supervisor. Unfortunately, my concerns were not adequately addressed, and I was provided with generic explanations of why my bill was higher. I then requested to elevate the matter to the *** of the ***. On 12/13/2023, I spoke with *************************** in the Office of the President. Her phone conversation with me consisted of a very condescending tone and she would cut me off at various points in our conversation when I attempted to relay my problem. I did record my conversation with her on that date and would be happy to provide that recording to you in order to exemplify my point of how very rude she was with me over the phone. Bottom Line- she said she could do nothing for me because the crux of my problem was centered around the onerous distribution charges that ONCOR was responsible for calculating on my bill. On 12/15/2023, I was contacted by *************************** with Oncor's **************** Relations Team. She and I discussed the issues with the distribution charges on my *** ****. I was told that whenever a business a greater than 10 KVA Electrical Load in a 15 minute interval they are subject to the higher distribution charges inherent to that level. She stated that on Oct 30th at 8:45 a.m. my electrical KVA load to my office achieved 11 while being read during a 15 minute interval. It can be noted that my total Kilowatts of electricity for that particular billing cycle was only 157 which was below my total Kilowats of electricity during that same time frame a year prior where my usage was 287 and my total billing charges for Dec 2022 were $51.37 versus the $181.91 for my Dec 2023 bill. I asked her what I could do to lower my bill back to below $90.00 a month where it has historically been. She said my billing distribution charges would remain the same for a twelve consecutive month timeframe and then be lowered if my KVA distribution load dropped below the 10 KVA for twelve consecutive months. So I am expected to pay in excess of $120.00 or more in monthly distribution charges for the next 10 months despite the fact that my overall electricity usage in my office is historically below where it has been in the past. I really believe this type of billing as it relates to the ONCOR distribution charges is unfair an penalizes me as a small business owner by making me continue to pay in excess of $120.00 a month in distribution charges on my bill without any relief until a 12 month timeframe has expired. Additionally, it can be noted that during my conversation with *************************** from ONCOR on 12/15/2023- she stated I could call her anytime at her phone number of ************* for advice or help on tracking how my KVA distribution charges were tracking and ways I could save. I attempted to reach out to her during the second week of January 2024 and left two voicemail messages requesting such help and she has not returned my calls to date. My expected resolution of this matter is to return my distribution charges back to the historical $30.00 a month they were at previously. If the billing issues are not resolved to my satisfaction within 14 days from the date of this complaint, I will have no choice but to explore alternative avenues to address my concerns, including reporting this matter to relevant consumer protection agencies and sharing my experience on public platforms.

  Business response

  02/05/2024

  Attached is Oncor's response to *************************' complaint.

  A Cope

  Oncor Customer Relations

  Customer response

  02/05/2024

  I am rejecting this response because:  Their billing practices to date are discriminatory to me as a small business owner.  They are wanting me to continue to pay $120.00 more a month for the next **************************************************************** not I hit above the 10 kw level.  This is despite the fact that my electricity usage is below what it has been historically for the same time period last year- where it can be noted I paid $120.00 less than I am paying now.  Their Tarriff section doesn't allow a customer to work towards decreasing their distribution charges- it continues to penalize the customer for a one-time occurrence where the so called distribution load registered at greater than 10KW for one specific day.  Their Tarriff rule allows the customer to be hit with $120.00 or more month over 12 consecutive months due to that one time occurrence on one specific day.  It doesn't allow the customer any relief to be able to overcome that situation nor do they care to provide me any help to remedy the situation.  This can be noted by the two times I tried calling ***************************, a spokesperson in their customer service relations department; and leaving her voicemails requesting her help.  She never returned either voicemail I left her.  Bottom line ONCOR controls the distribution lines in this area and they are the only game in town.  This allows them to monopolize the market and basically tell customers like myself- sorry about your luck when these type of situations occur.  You can let them know that since they aren't willing to reach an amicable solution on this situation with me I will be taking this matter up with the ***** ************************** my *********** Representative, and the Federal Trade Commission.   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have used ************** for 14 years at this same location. It is delivered by Oncor. I use around 340kwh every month, literally less than 2 hours on Sunday morning and never used any Monday through Saturday. My bill has NEVER been over $100 a month for the entire time. As of last Aug, the bill went to $108 for the first time ever. The building has NO electric heat only propane, so the bill always drops through the winter even lower than fifty dollars at times, EXCEPT now, since Sept the bill has increased monthly even though the electricity use has dropped to 300kwh per month the bill has quadrupled in price to $240.00 per month. That is 4 times the amount ever before even though I am using much less than ever before. I am on a fixed contract and have always bene on it and it did not change. Only the price has changed by increasing over 4 times more than ever for much less power usage. This is wrong and needs to be fixed. I cant use any less than 300 kwh that's almost no use at all. How can anybody pay $240 per month for using a few ceiling lights and 2 hours per week? Something is very wrong, reliant tells me this is ALL Oncor and they have not changed anything on their end. How do I get this fixed and get a refund for the last 3 months. Nothing has changed on my end for over 14 years at this location. This is ALL oncor and they are the only company available so they need to fix this.

  Business response

  01/25/2024

  Attached is Oncor's response to ************************* complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

  Business response

  01/25/2024

  Attached is Oncor's response to ************************* complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

  Customer response

  01/28/2024

  I am rejecting this response because:   This explanation is nothing more than a bunch of manipulated numbers to justify an 18% increase from $18.00 per month to $270.00 per month. That is unacceptable no matter what kind of jumbling of the numbers they do. The fact is this church has been here almost 14 years and nothing has changed in the use of electricity. We use around 200-300kwh per month, which is almost nothing. It is 2 hours of usage one day per week. So for 8 hours of using lights, nothing else because we have propane heat, just ************* on lights for 8 hours per month, they are now charging $270 per month just for delivery fee. Our bill has been about $60.00 per month plus or minus a few dollars, never over $100 in 14 years, now they are charging $270 just for the delivery. Reliant provides the electricty which is about $30 per month. How can anybody justify that increase after 14 years? We use $30 worth of electricty but have to pay Oncor $270.00 just to get it delivered and there is no other option because they are the only company here. That is why they are taking advantage of us as customers because we have no other company to turn to. There is no justification for that much of an increase, it is simply a disgrace to do anybody like that. 

• Initial Complaint

  01/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My girlfriend and I live in a 2 bedroom apartment and we were charged $591.74 for an electric bill. The high usage, when I check is for time that we werent even home at all! Up to 5.0 kilowatts an hour on December 01, when we werent even home. I disputed with Flagship and Oncor and they specifically told me that with their dispute, they dont even come check the meter. We werent home and literally left nothing on. We need somebody to actually help us and not give us a vague answer that the meter is correct when its clearly not, we were not home and literallyeft nothing on

  Business response

  01/22/2024

  Attached is Oncor's response to ***************************** complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  No bad weather, no excuse to be out of electricity and the past 2 weeks I and other neighbors have lost electricity for hours. I run a chicken business which needs electricity to heat my incubators at a precise tempature or my eggs don't hatch. After they hatch my baby chicks have to stay a certain tempature for 3 weeks. I have lost over $1200 in hatching eggs and baby chicks due to lack of electricity issues.

  Business response

  01/25/2024

  Attached is Oncor's response to ****** and *************************' complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  12/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At least every week, without fail, at around 9AM the electric at my apartment flickers on and off. I know this because I use a CPAP and outside of that, my refrigerator beeps constantly after an outage. I have reported this issue to Oncor multiple times with no resolve after weeks. Outside of myself, my entire apartment complex and businesses down the street are having the same issue. I am at risk of losing my job due to the internet constantly going down from the outage.This is Oncor's last chance. After this, I will be reporting to the ************************* of *****. It is Christmas morning and my power is currently out.

  Business response

  01/22/2024

  Attached is Oncor's response to ***************************' complaint.

  Thanks,

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

  Oncor Customer Relations

• Initial Complaint

  11/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have a outage for the last four months and this has not only been stressful but sickening. We are currently sitting in the dark as of now and all oncore can tell us that they are working on it. Lights are been turned off in the middle of cooking and in the middle showering. We understand when there's a outage but 1day out of the month for 4 consecutive days is not only ridiculous but unacceptable. This has caused my family so much anguish that we are arguing among our self . This has to stop because we don't know how much more we can deal with this. Oncore is park with in this neighborhood daily for some reason, digging up our back yards , and back in forward knocking at doors. And oncore just suspect for use to deal with it and believe what I feel are lies.

  Business response

  12/12/2023

  Attached is Oncor's response to ***************************** complaint.

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My residence has frequent power outages - so far seven, hours-long outages since April 2023. I was told I do not qualify for an investigation but also am not given a reason for the outages. It impacts the same 26 houses every time. There is something wrong and Oncor will not provide answers and will not investigate the issue. This is disruptive to the point that I cannot rely on my home being powered - a service I pay for, a utility. I need an answer and a long-term plan to fix it.

  Business response

  12/04/2023

  Attached is Oncor's response to *********************************** complaint.

   

  Thanks,

  A Cope

  Oncor Customer Relations

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Excessive power outages and extremely delayed response time to power outages.

  Business response

  11/21/2023

  Attached is Oncor's response to ******************************* complaint.

  A Cope

  Oncor Customer Relations

*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. ↩