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:04/10/2023

  Type:Billing 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 is an overlap beginning with the ****** ****** ** ****** that was hired by Fortis BC.
  On July 12, 2023, a payment was made of $1,939 dollars to FortisBC thru my banking. But I never included the extra deposit of $500.00 FortisBC wanted to hook up the electricity.
  To my surprise an electrician that I knew was in my home checking the elements and fuse box on July 13, 2023. I had been working on the property and came into my home and there the electrician who stated Fortis BC had contacted him and that the electricity was hooked up. He filled out the Technical Safety Report and filed this with Fortis BC. I then called FortisBC and was informed that the five hundred dollars would be put on my billing. I told Fortis to disconnect the power on July 13, 2023. The reason was that was not the agreement made. If the five hundred was put on the electric usage billing it would collect interest and late payment penalties. The electricity was immediately disconnected on July 13, 2023. after I requested the power to be shut off. Seven days later on July 20, 2023 the Credit Bureua of Vernon sent me a letter which stated that FortisBC informed them that on the 18th of July,2023 the full balance of $2189.41 had been paid in full. The amount was incorrect after a series of adjustments by the accounts deparment the full amount was reduced to $1939.41. The problem is now the billing from FortisBC. They have charged me from the date of July 13, 2023, when there was no electricity on it had been disconnected. Please note the exchange of conversations was recorded. On July 31, 2023, I made the payment of five hundred dollars and phoned Fortis Bc to request the electricity be hooked up, at first there was no record of my account because the power had been disconnected on July 13, 2023. After a series of exchanges yesterday on October 3, 2023 and today with FortisBC I must contact BBB to get a solution done. The billing is very high, twice the amount I usualy paid

  Business Response

  Date: 11/10/2023

  FortisBC has reviewed the billed amount with the customer in
  detail on October 4, 2023 when she contacted
  FortisBC and then again in an
  subsequent call on October 6, 2023 and have
  advised the customer that the billing is accurate. Following the receipt of this BBB concerns, a FortisBC
  Team Manager called and spoke with the
  customer in an effort to better explain the billable charges,
  however the customer declined to discuss any further.
  FortisBC encourages this customer to contact
  FortisBC to answer any specific questions they have regarding the amount owing
  1-866-436-7847, Monday to Friday, 7:00AM-7:00PM

  Customer Answer

  Date: 13/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because    :The conversation ended with a statement from the staff member that a breakdown would be sent to me and the Better Business Bureau pertaining to the amount of $4,544.55 registered as the Last bill(Jul-September 26.  I request a breakdown on record in documenting a record that is a precise explanation that is understandable for the $4,544.55.

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

  I give you legal permission to copy and paste my response. Please also note the date is October 12, 2023 when I sent this in..  Fortis responded on October, Friday13, 2023  Please also include the fact the conversations with Fortis staff were taped which conflicts with  the Fortis response on Friday 13, October 2023. No breakdown was sent.  I find this unfair as one email that could have been submitted a few days before Fortis BC's response was not put online

  Fortis called me last week to inform me that the bill was paid in full in the amount of $388.43. It was stated to me that the amount of $66 78 was the number of kilowatts used and the remainder of the money went to a meter that was installed a couple of years ago.  I just sent an email to you asking about the billing record recorded as $4.544.55 asking for assistance.   I remember now that I returned the call and phoned  Fortis accounts back addressing this to the person in charge of investigating this billing  I told this person I had just sent in an email about the Last bill recorded at $4,544.55 at the top of the Bill details of the recently sent electric bill.  She told me she would get back to me this week after Thanksgiving. She phoned today  I asked her to send the documentation to the Better Business Bureau,  What was explained to me over the phone was too confusing about extra charges that were eliminated before the current billing.  The reason I have gotten a  recent response from Fortis was that I contacted your office.  Previously each time  I phoned about this billing I was informed it was the full amount of kilowatts used and the bill was $ 388.48.which I could not understand knowing I was not using much power during this time frame.  Then at the last call, I was informed that I owed $190.00 for the meter and $66.78 for the kilowatts used. There was no documentation sent to me as proof of the amount taken for the meter from the bill |I paid in full on October 4, 2023.   I understand from your office that Fortis has declined to address this concern. and provide proof with documentation of a full account and a record of what staff has verbally informed me.  What is astounding was the fact a full detailed record was sent to me by email that totally removes all evidence of the hidden charges that were recently sent in the bill on September 26, 2023.  I was informed on July 31 2023 that the previous billing was paid in full when the $1939.43 was paid and the five hundred dollar retainer that Fortis holds for one year..  Part of this  email was submitted prior to Fortis's response which is in conflict with what I was informed on the phone by their team leader. I was expecting to receive an understandable. Enclosed is the Financial History statement which was sent in July 2023 previous to the reconnection.  4,544.55 is not mention, noted anywhere.
  Sincerely,
   ********* ******** October 12, 2023, and updated to October 13, 2023, as a result of Fortis responding.
  I give Better Business Bureau permission to post this response.  Thank You.
  

   

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

  Customer Answer

  Date: 20/10/2023

  Enclosed is a history beginning from August 1, 2023, with  Fortis customer service employees  The information is very important and should be entered. The following is a brief account of the enclosed calls. A transcript can be available upon request if needed... Beginning with
  *********    (6th call)Fortis customer service was informed of the payment for the retainer fee held by Fortis for one year in the amount of five hundred dollars was paid on July 31, 2023. Customer service noticed the account was closed.  Then  I was asked for the confirmation number of the payment from the bank. I was informed it may take two business days to receive this payment I had to get the confirmation number and phone back.
  **********  (7th call) I phone back with the confirmation number. I asked about the hookup fee for confirmation the amount would be $13.00. Before I was informed the cost would be $135.00 if two technicians were required to be sent to my home. No technicians were required  I had paid a electrician after Fortis had called the electrician informing him they wanted a check done on my home when someone at Fortis BC turned the electricity on July 31, 2023. which was unknown to me. I had the electricity shut off the next day because the protocol had not been followed. The five hundred had not been paid first as requested by accounts and I did not want this extra charge on my electric billing that may have gathered interest and a late payment charge due to the large amount. The lady I spoke to put me on hold and went to check to confirm the reconnection fee would be $13.00.  The line somehow became disconnected. I called back and then noticed the battery in the cell phone needed charging. Having no power source in the home I had to leave and get the cell phone recharged.
  Very important. I phone back after the cell phone is recharged. ********** (the 8th call). First, there is an error in processing the request.   Finally, I got through to a service agent for a hookup.  At this time I was informed that it will have to be back-dated to July 11, 2022, and I did not understand this.  I was not informed there was a cost for this backdating or an amount owing. The first time I was aware of backdating was on this phone call..  the electric service was disconnected on July 13, 2022     We discussed Level 1 and Level 2 rates. The staff member was unaware of Level 1 or Level 2 rates.  I was informed it was a basic residential service charge. Stating it would be a new start that it was a flat-rate basic residential service.  It was also stated it was it was not properly reconnected on July 13, 2023.      It was good that was found, what would have resulted if this had been overlooked?
  ********** on the day the electricity was connected is to confirm sending bill payment by ****** **** mail*
  The next day I call back after noticing Level 3 is flashing on the meter. I was informed by the person who hooked up the electricity the day before that there are 6 features on these meters that are not related to residential meters*
  18th call: ********** after I received their billing of $388.43 still did not understand why the amount of the bill was so high and asked for the meter reading the day it was connected. the meter was recorded at 35692 at their office on the start-up date of July 13, 2023, and was entered by their service.  (the electricity was disconnected on the 14th and what I recorded at this time was 35691. it was connected at 35691  on j what I thought was August 1, 2023,  a day after I made the payment of five hundred dollars. which I recorded, and pictures were also taken   Billing started on the 13th, 2023 when someone at Fortis decided to hook up the electricity It was recorded that 517 K were used from July 31 to September 26. The staff member attempts to look at the graph in an attempt to find out why the billing is so high. It does not load up properly to fully view.  The Questions continued by Customer Service... I was asked about the hot water tank in my residence. . Then the customer service member asked me about the neighbor's home and  I was asked if it was insulated and everything.. in comparison family home with power tools operating for renovation, and a washing machine with a dryer that was used constantly. Fridge, stove, TV.with internet.  Their bill was $180.00 for two months. An all-electric home. I was asked if I had central air, an electric vehicle, or, a hot tub. Noted a graph can when operating find where the electricity is used. The customer service agent put in a request about the graph connected to my residence was loading all the information in one bar and that someone would look into this problem. It was suggested that I check the newly installed hot water tank and turn down the heat setting. Asked if something was installed in the winter.  The staff member FINALLY informs me of backdating on the new bill....hmmm.  The basic service charge was $190. on the meter. The date of the disconnection is on file. At this time the BASIC Customer Service Charge is $42.42, per month. Previously it was $35.00 I was unaware of the increase  I asked, could the amount of $190.00 be taken off the five hundred I just gave to Fortis? She went to ask her supervisor... Emily the supervisor comes on the line. The staff member informed me that $190.18  is for 269 days. I was informed the meter was not removed.  Emily speaks:  I was charged two different rates, which must be Level 1 and Level 2 in basic residential usage. one reading was 209.3, and the other reading was 316 equaling 517 Killowatts used at a cost of $6678. Another billing for 171 days of a service charge for the meter at $ 112.97 was added.  The breakdown of two different rates charges was $41.43 and:               Total breakdown. informed two sections at two different rates 517.01 Killowats equals $66.78. and that I owe $354.16.  Math: 66.78 plus 112.97 plus 190.18 equals $369.93.  I  was informed $354 was the amount owed three times. I was asked if I wanted bill mailed by post instead of email. And informed had the meter been removed  it would have been a cost from $739.00 to 804 plus tax

  Business Response

  Date: 25/10/2023

  A FortisBC Team Manager has attempted to
  contact this customer and has left voicemails to return their call.  In
  addition, the Team Manager has sent an email to this customer to the email
  address on their FortisBC account outlining the charges they inquired about.

  Customer Answer

  Date: 25/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:there are two different issues here.  Yes Natalie at ***** ** did phone twice. The first conversation  ended when Natalie stated  said she would send an account of the  breakdown of charges  of $4,544.55.  This was not sent.  Apparently when  the ****** ****** ** ****** was hired by Fortis, this amount  of $4,544.55 was sent to this credit collection agency and then retrieved by Fortis accounts then sent back with amount of $2,189.41..  This is a difference of 1,355.41. that was dismissed from the billing,  So why is this amount listed on the Last bil if this was dismissed ? I would like to see  a record of what took place between Forts and this the ****** ****** ** ****** in documentation. and how this amount was procured in the first place by Fortis.  Natalie phoned and left a message, I returned the call and left a message to her that since you will not provide an account of this billing I now have  the assistance of an accountant that would like to discuss this with Natalie but also informed her that the accountant would probably want to see documentation.  To resolve this a freedom of information  request can be sent to both parties involved in this. that have the documentation.   Its important that I know and see the records of how the amount of $4,544.55  was entered at the top of the Last Bill Its a complicated issue and this is the reason why an accountant is involved,

  The second part is there is no record on this bill of the hookup fee, What was the cost of the hook up fee?                                                                                                                   The letter I received from Fortis office stated, pay the full amount of $1,939,41, hire a electrician to perform a Technical Safety BC inspection. and then pay a five hundred dollar deposit to Fortis in order to have the electricity hooked up.     I paid the $1939. 41. on July 13, 2023.  This was took place.  I was outside working and walked into the home and was surprised to see the electrician in my home.  He told me Fortis phoned him and told him the power was hooked up. He was conducting a safety inspection.  Afterwards  I thought about what had taken place and then phoned Fortis asking what was going on since I had not paid the $500,00 retainer that is held for one year and collects interest.  I was told  that this would go on the next bill.  I said no, disconnect. this is not following the protocol.   Had this been done, provincial tax, GST tax would have  been added onto the $500 plus late payment charges and interest  if the bill was not paid in full.   Even at this time on July 14 2023   I was not informed about a meter charge.   Still was unaware of a meter charge when the $500 was paid on July 31.   I was informed later by a customer service agent that  I actually was billed for the hookup that took place on July 13, 2023.  She figured ten dollars or so. 

  I would also like to know the reason why Forts accounts listed payment received  beginning on September 27, 2022  Why are not the previous payments  prior to this date listed?  Did any of the money go the the meter, No..as the billing for the meter was for 440 days which is over one year.  

   

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

  Business Response

  Date: 06/11/2023

  A FortisBC Team Manager has responded to this
  customer via  email to email address on their FortisBC account outlining
  the charges they inquired about.

  Customer Answer

  Date: 07/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this response was sent to me.t on October 11, 2023 by this business.... registered with BBB,,,,

   "FortisBC has reviewed the billed amount with the customer in detail on October 4, 2023 when she contacted FortisBC and then again in an subsequent call on October 6, 2023 and have advised the customer that the billing is accurate. Following the receipt of this BBB concerns, a FortisBC Team Manager called and spoke with the customer in an effort to better explain the billable charges, however the customer declined to discuss any further.
  FortisBC encourages this customer to contact FortisBC to answer any specific questions they have regarding the amount owing 1-866-436-7847Monday to Friday, 7:00AM-7:00PM"

  I think it is confirmed that I made several calls to Fortis about this billing and staff tried to assist but the billing was so confusing that it was impossible to get a straight answer from anyone. Until  an email  that I received today where it was confirmed that the amount of $4,544.55 was incorrect..enclosed,copy and pasted this message...

  "The last bill amount of $4544.55 showing on your September 26, 2023, FortisBC electricity bill is inaccurate. 
  
  The account charges below and on the attached documents display the amounts that were owed.  The amount of $2189.41 was your unpaid balance owing and was referred to a 3rd party collection agency on January 26, 2023. "

  I asked Natalie team leader accounts to  Please remove the record of  $4,544.55 from my financial history with Fortis, as you have stated the amount is incorrect .  Hopefully this will done. 

  October 31 the account team leader stated..."The connection fee was advised to you in your interactions; however, this fee was never billed to your account".

  Okay this is recorded on tapes however it is an unknown to me after the experience with staff on the phone  several times I would  have preferred an account of this  on the billing in the amount of $13.00. 

  My concern is the late payment charges and interest that were charged  by Fortis when I was making payments on a weekly basis prior to this being sent to a third party collections..online it states,  "Customers' accounts not paid by the due date printed on the bill shall be considered in arrears. A late payment charge of 1.5% (or such rates as may be amended in the Company's filed Tariff) will be assessed each month (compounded monthly 19.56% per annum) on all outstanding balances not paid by the due date."    ************************************************************************************************************                                                                                                                                                                                                                                                                   If one could simplify  the exact amount of interest that was applied I would appreciate this,;  Was there an error?  Was the electric bill charged 19.56 interest? over and above or including the monthly late payment charges? Was it interest on interest?  

  The third and last is  there will be no resolve with what took place on July 13, 2023 after the full amount was paid. excluding the five hundred retainer. 

   

   

   

  
  

  Business Response

  Date: 27/11/2023

  A FortisBC Team Manager has responded to the additional questions by email to this customer outlining the charges they inquired
  about.

  Customer Answer

  Date: 28/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. I have not received a full disclosure of what was requested.
  
  
  
  Sincerely,
  
  
  
  ********* ********

  Business Response

  Date: 07/12/2023

  A
  FortisBC Team Manager has continued to respond to all inquiries received from
  this customer via email, where FortisBC’s understanding is full disclosure has
  been provided to this customer as requested.  Should there be any
  additional information that this customer believes is outstanding, FortisBC
  asks that they continue to reach out to the Team Manager they have been working
  with and explain what further information is required.

  Customer Answer

  Date: 11/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There has not been a full breakdown of interest charges, late payment charges disclosed in a full breakdown that was requested over a month ago  It is registered as 0 payments when payments were made.  Where did the money go? How much money went to interest? Interest on interest... How much money went to late payment charges?  From the payments I made prior to Fortis BC sending this account to a private collections agency it looks like  more than half the payments made went to  the interest and late payment charges that has not been fully disclosed. The accounts have it registered as 250.00.  This is less than half the money in payments. 
  
  
  
  Sincerely,
  
  
  
  ********* ********

  Business Response

  Date: 18/12/2023

  A
  FortisBC Team Manager has responded to all inquiries received from this
  customer via email most recently on December 8, 2023. FortisBC’s understanding is all information has
  been provided to this customer as requested.  Should there be any
  additional information that this customer believes is outstanding, FortisBC
  asks that they continue to reach out to the Team Manager they have been working
  with and explain if any further information is required.

  Customer Answer

  Date: 19/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A bit of information was provided as to why two rates were charged for the electricity in the September  2023 billing. Which I questioned. It seems very difficult to obtain a complete breakdown of interest and late payment charges on the previous amount owing that was paid in full. I do thank the  person in charge of this for addressing the fact that $4,544.55 was an incorrect amount recorded in my financial history and appreciate the time and effort taken  to find out and correct this and bring it back to $2,189.00   I was unaware that interest charges were 19.56% and late payment charges were listed at 1.5% monthly or as it states online  Enclosed from FortisBC online electricity fees:
      Late payment charges – 1.5% of overdue balance
  Customers' accounts not paid by the due date printed on the bill shall be considered in arrears. A late payment charge of 1.5% (or such rates as may be amended in the Company's filed Tariff) will be assessed each month (compounded monthly 19.56% per annum) on all outstanding balances not paid by the due date. 

   It appears to me that more than half the money paid went to interest and late payment charges.  This is my assumption,  Until I can get the full details  in a simple breakdown  of what amount of money went to interest and  what amount went to late payment charges  and the remainder went to the  original billing of electricity kilowatts consumption.   I am concerned why this is so difficult to obtain.            

  Sincerely,       

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

  Business Response

  Date: 29/12/2023

  A
  FortisBC Team Manager has responded to all inquiries received from this
  customer via email most recently on December 8, 2023, this included a full
  breakdown of charges and interest.  Should there be any additional
  specific information that this customer believes is outstanding, FortisBC asks
  that they contact the Team Manager they have been working with.

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The reason there is evidence that I may have paid twice for the customer service charges for the meter is recorded on the billing with kilowatts plus GST in 2022, and the  2021 December billings.  This was before the disconnection,  The amount that was totaled owing included the meter charges. $1.900 was paid in full in July 2023.  The September billing for 2023 of $388.00 also included the same meter charges that were paid in July 2023.
  
  
  There is still no response on the amount of interest on late payment charges. It is unknown if it was 1.5% interest.
  It is confirmed the amount of $4,544.55 was incorrectly recorded as my financial history at the top of the September 2023 bill. This may have been the 19.56% interest that was incorrectly charged. Its an unknown there was no explanation                                                                                                                 

  The December 8  2023 response was addressing  and correcting the incorrect amount listed on the September 2023 billing  at $4544.55 as my financial history.  

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

  Business Response

  Date: 18/01/2024

  A FortisBC Team Manager has responded to all
  inquiries received from this customer via email most recently on January 8,
  2024. The January 8, 2024 email included a full breakdown of past payments,
  account financial history, and a second break down of late payment charges
  billed.  Additionally, the FortisBC Team Manager provided the power usage
  from April 6, 2022 - June 6, 2022, as requested by the customer along with the
  account balance from May 11, 2022 via email most recently on January 3,
  2024.  The details in the email sent on January 3, 2024 included meter
  read results, basic fees and late charges.  Should there be any additional
  specific information that this customer believes is outstanding, FortisBC asks
  that they contact the Team Manager they have been working with.

  Customer Answer

  Date: 26/01/2024

  
  
  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,
  
  
  
  ********* ******** So there is a  total $172.87 in late payment charges in the attachment sent   Debi at the collections department of Fortis BC was knowledgeable Debi stated $102,00 was charged at Fortis collections when the account was closed.  Late payment charges were applied when it was sent to her.  She was aware of phone calls previous to the disconnection but never went into the emails  I never included the $102,00 with the $520.00 and $230.00 paid in the ten-dollar payments.   The late payment charges vary, it is unknown to me if this was 1.5% or higher.   BC Utilities Commission and the government allow this late payment charge  as well as 19.56 %  interest  charges to customers of Fortis BC including okaying the meter charge increases, and kilowatt charges increases sometimes on a  yearly basis to Fortis BC
    Thank you for correcting the $4.544.55 and perhaps applying for the government credit in the future. which was in 2022 that was missed due to the elctricuty being shut off by Fortis. One year without electricity and being forced to live in a van for winter months was not easy, But living in a home that suffered extensive damages by ********** renovation  operated by ***** ****** former manager of this program is not easy either,  nor the fraud that resulted with the **** ***** from Nelson BC who was the performing ********** inspector. The reverse happened to the building causing mold mildew and dampwood ants to enter the building two roof rotted one lasted less than three years. Interior walls rotted. due to the attic being overstuffed with insulation, the vapor barrier was rolled over the insulation, not tacked down wrappers of the insulation were strewn about, all the soffits were stuffed causing two roof to rot and causing extensive damages to the interior walls.  As a reult within a couple of years the reverse happened  caused from the ********** renovation, energy cost increased by 1998 the payment  was $225.00 per month on the equal payment plan for a 913 square foot home.  SInce I could not obtain firewood in 2021, this is the result . 

• Initial Complaint

  Date:09/02/2023

  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.

  I have an out standing bill of $319 from my own place and trying to pay it off , fortisbc told me I had to make big payments and I cant pay in big payments, Im a fixed income from disability. My name was on my daughters **** to explain what fortisbc was saying to her, I did not know she still owed fortisbc money, so I had to find money to pay her **** off. I also have my name on my sons **** so I could help him out while he worked out of town , so they cut off the power at *****************************************************. I am also working with my disability to cover my $319. They will not hook up the power at the above address in my sons name. And they told me they will not be taking any new applications for this house. My son is moving out and Im moving back in the house on February 15 2023. I have worked out an agreement with my disability that I would sign a contract to pay $300 directly from my cheque to fortisbc.

  Business Response

  Date: 24/02/2023

  A FortisBC representative has been in contact with this customer, reviewed and discussed the responsibility for services, agreed to payment arrangements and had the services restored. Should this customer have any further questions, we encourage them to contact a FortisBC representative Monday to Friday 7am 7pm at **************