ComplaintsforHydro 2000
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Complaint Details
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Initial Complaint
23/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hydro 2000 was electricity provider for house at ** ******* ******** * ****** * ** *** *** and payment was directly taken from my bank account until August 2022. Last bill was double in amount and house was sold August 30 2022. During the month of August we travel to to move content and left the property on 25/08/2022 After our phone call to the office, we was told that last amount for August is $63.80 , and we pay in the bank . After company request another payment of $73.76 with no meter reading for the charges ? Charges was fixed on month to month base and one of the agents argued billing is going one month back ? Hydro2000 report the case to collection agency . After that we call the realtor sold the property and he pay the $73. 76 to avoid future problems, and this is not right. I request email with the bills and suspect the amounts are not correct and measures should be taken - Billing is not done in month to month order as per contract with the company - - No billing information was provided to me on monthly base Thank you in advanceBusiness response
23/03/2023
Client had the property located at ** *** ******** ****** **
On 2021-03-02 Client has requested that we stop the pre-authorized payments as that was his son's account. They will pay online or come to office when new account is open.
On 2021-11-24 Client has been asking that we send his last bills via e-mail. We have asked if they have access to web, which on their account it is set for ebilling. We asked client to access the web portal yet they emailed for their bill copy.
On 2022-07-14 Client informs us they sold their property. The closing date is August 30th, 2022. Gave new address to forward all mail. The client wants everything to be sent to Niagara Falls from now on.
On 2022-08-12 Client asked if their account will be closed as of August 30th. We confirm we will send their Final invoice to Niagara Falls. Client asked to remove Payment Plan. Receptionist explained their will be another bill and a final bill
On 2022-09-22 Client says his final bill should be lower. Client says he has the meter reading. He said he paid everything in advance a month ago. The client assumes the balance to the account is for the Final Bill. Since he had the Pre-authorised payment removed before the August invoice which was for the July consumption, the payment for September 1st was not withdrawn form their account. The client says they will check their bank statement to see if the payment was taken out or not.
On 2022-09-28 Client called regarding the invoice. She doesn't understand the last bill of $137.56. She went through all the bills and they paid the bill for July in August and August they were not there for most of the month. The receptionist explained the payment of $77.39 was for the bill dated July 20th for June usage. The client doesn't understand the August invoice dated 2022-08-26 in the amount of $73.76 is for July consumption. The client keeps saying there was nobody there after the 11 days of August. The client says she will check and call back. The receptionist confirms the last payment received was August 1st, 2022
On 2022-09-29 Client says she spoke with her lawyers and their ** **** statement shows the payment was taken out on August 2nd, 2022 in the amount of $77.39 . The admin explains there was another bill that came out in August. The client asked where this invoice came from. The admin explains this was for the month of July consumption in the amount of $73.76. The client request what January payment was paying. The Admin explains we always bill around the 17th of the following month, the consumption of the current month. We need to know the actual usage before we bill. The client seems to understand and says I understand September usage will be billed in October and October will be billed in November. Admin explains the Pre-Authorised Payment was removed to the request of her husband therefore September 1st payment for August bill (July usage) was never taken out. The client agrees and says there was no one in the house from August 3rd to August 8th and vacated the house on August 27th. The key was given to the new owner on August 30th. Admin explains $63.80 is for August consumption. The client asked why the billing date says September 19th. Admin explains to look at the consumption date at the middle of invoice. The client agrees she sees this. The client asked why they have 7 payments for 9 months. Again, Admin explains we always bill the following month for the actual month consumption and the payment comes out the 1st of the month following the invoice. The client says she will pay the $63.80 and that's it. Admin explains NO you owe $137.56 since August was not paid. The client says she will contact her lawyer again. The client says the back of the invoice says month to month no mention of a month later. Admin explains again we can't bill before you use the electricity therefore the bill comes our around the 17th of the following month. She says she doesn't think she is responsible for this since the new owner is already in possession of the property. Admin explains the electricity is only until August 30th until the new owner took possession. Admin explains the last 2 bills to pay is for July and August consumption. The new owner is already on the account for the present consumption and the client will not be billed anymore. The client asked why there is a previous balance on the Final Bill. Again, the Admin explains this is for July consumption which was billed on 2022-08-26 and was not withdrawn from their account on September 1st since they had asked to remove the Pre-Authorized Payment. the client says she is confused with August 1st to August 31st and August 26st and September 19th. Admin explains that's the dates the bills came out. The bills are for the previous month consumption.
On 2022-11-15 Client called regarding the statement showing $73.76. The Receptionist explains this represents the July consumption. She further explains we always bill the following month for the consumption taken during the month. The client asked why her payment of January 2022 was to pay the December 2021 invoice. The Receptionist explains the December 2021 invoice was for the consumption of November 2021. The Client says they never receive statements nor emails. (They were registered to E-billing see note 2021-11-24) Client says "You take the money direct from the bank" The Receptionist explains the Pre-Authorised Payment was removed following their request. The client agrees. The client says on August 2nd $77.39 was removed from their account. The Receptionist explains this was for July billing for June consumption. The client says in September she paid $63.80. The Client request an email since the last bill says August 1st or whenever we do the billing to August 31st since they were not in the house for most of the month of August and it is $63.80 The client says she doesn't understand. The Receptionist explains The August invoice for the July consumption is still outstanding. The client says it's because they never receive an email or something. The Receptionist says she will send her an email with a snapshot of the account and the invoices. The client says she still doesn't understand since the back of the bill says month to month. The client asked to have all the bills by emails. The Client says she is not paying somebody else usage. The Receptionist explains the new owner has his own account, they are not paying some else account. This outstanding balance is not for the new owner. Again, client asked for us to send all the bills. (see note 2021-11-24 where they have web access to all of their bills). The Receptionist confirms she will email all the invoices for 2022 and a screenshot of the account.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.