Complaints

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

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  BC Hydro

  333 Dunsmuir St Vancouver, BC V6B 5R4

  
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  BC Hydro

  500 Lower Ganges Rd Salt Spring Island, BC V8K 2N8

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  BC Hydro

  400 Madsen Rd Nanaimo, BC V9R 5M3

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  BC Hydro

  4400 W Saanich Rd PO Box 500 Victoria, BC V8W 2P2

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  BC Hydro

  271 Fern Rd E Qualicum Beach, BC V9K 1R1

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:11/04/2025

  Type:Product 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 called too request my refund as I closed my account and moved never received the cheque i called Nov 6 @9 am too bc hydro. Then Jan 23 at 12:18, Feb 21 1123am, april 3 9:28 am, and today at 11:45 am. understand the strike happened but I still havent received anything to that address. Now have moved and opened up another account and called again too cancel last cheque and get new one mailed too my new address. All they keep saying is we can cancel it and put it on your account now? After which they told me the first time once my account is closed we can't put it back on I keep getting told the same things.

  

  Business Response

  Date: 14/04/2025

  We acknowledge and respond to the Better Business Bureau's case for the customer regarding their concerns about a refund on their account. 

  We contacted the customer on April 14, 2025, to acknowledge their complaint to the Better Business Bureau, and resolve their concerns. 

  If this customer has any further questions or concerns, we have provided our Customer Advocacy's direct contact information.

  We trust that the information provided addresses the concerns raised to Better Business Bureau.

  
  

• Initial Complaint

  Date:24/02/2025

  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.

  BC Hydro cut my power back in November and refused to send a technician to rectify the situation. The meter I was being charged for was attached to my neighbours unit (unbeknownst to me) and when my neighbour moved out and cancelled their account, ********************** cut the power. Unfortunately, the meter my neighbour was being charged for was attached to my unit. BC Hydro told me I had to call an electrician. I didn't have power for four days. The electrician discovered the meters had been installed on the wrong units, so while talking to BC Hydro, he switched them to the units that were being charged for them. I put in a request to have my billing rectified because I had been overpaying for hydro for five years.BC Hydro claims they have no record of the electrician contacting them (he was on the phone with them in front of me). They sent someone three weeks later to secure the meter. That person did a breaker test and claimed there was no switched meter (because now the meters were on the correct units). I lost a fridge and a freezer full of food, a weekend of plans that I had, and was out $150.00 for the electrician (he could have charged me double but he was nice). I have overpaid at least $1,000 in the last five years in Hydro bills.

  

  Business Response

  Date: 07/03/2025

  We acknowledge and respond to the BBBs case for the customer regarding their disconnection, reconnection, and switched meter concerns.
  
  We apologize to the customer for the frustration and confusion this situation has caused. We have reviewed our records and can confirm that although our representatives followed the correct processes, they could have probed the customers situation in more depth. Detecting a switched meter can be extremely difficult and we are looking into our processes to see if any improvements can be made to avoid situations like this in the future.
  
  On November 22, 2024 the customer called and reported that they had no power. Our representative issued a Trouble order; however, this was cancelled because if a single unit has no power in a multi-unit complex, this denotes an issue within the building, and its the customers, building managers or owners responsibility to investigate issues of this nature. The customer contacted ********************** again on November 23, 2024 to report a power outage. We investigated and confirmed that electricity was going to the meter attached to the premises, which also registered as active. A representative called the customer to advise that they will need to hire an electrician.
  
  On November 25, 2024 the customer reported that they had no electricity, but the Trouble order was cancelled again for the same reasons as the Trouble order issued on November 22, 2024. We contacted the customer to explain that they will need to hire an electrician to investigate the issue.
  
  The customers electrician found a switched meter issue with one of the meters showing an error on November *******. They called and reported their findings, and our representatives issued two orders, one to investigate the meter with an error and the other for the suspected switched meters. A supervisor also left a voicemail with the customer so we could gather further information. Additionally, they placed temporary locks on the account until January 25, 2025 for the investigation.
  
  It is our understanding that the electrician unsealed both meters and switched them to their respective meter bases, which restored power to the customers premises. We would like to note that unsealing BC Hydro meters without a permit is a safety issue. We have processes in place to restore the power and investigate suspected switched meters, which include issuing a reconnection order and manually performing a site check.
  
  The customer called back that day and confirmed there were switched meters at the premise. We immediately issued an investigation order and performed a site visit to the customers premise on December 11, 2024. Our technician confirmed two meters were unsealed and then performed a breaker test, which confirmed the customers premises was now connected to the correct meter.
  
  The customer called on December 20, 2024 and February 20, 2025 for an update on when the billing would be adjusted. Correcting switched meter billing can take time. However, we recognize that this customers situation has been particularly difficult, and we have requested their invoice adjustment be expedited with a tentative resolution date of March 14, 2025. Our Customer Metering team is also working on dispatching a technician to investigate the meter with the error.
  
  We again apologize for the struggles this customer experienced dealing with these switched meters. We have forwarded their details to our Claims team. An adjuster will email the customer directly.
  
  We trust that the information provided addresses the concerns raised to the Better Business Bureau.
  

  Customer Answer

  Date: 10/03/2025

   
  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:14/02/2025

  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.

  BC Hydro agent(s) created and then have failed to correct new meter billing setup in a timely manner. Over the course of 2 months customer service and/or billing has been contacted by the customer 4 times inquiring as to why there is no invoice amount yet to be paid. **************** manager Ash was unable to provide a reason, solution to the problem, or when it will be resolved. He stated "I will start a service ticket with billing". I asked why would he do that again when it has already been sent to billing the last 3 times. His reply was "that's what I will do". I asked for someone in billing and was told "they don't talk to the public". Billing is dating back to November 1st, 2024 to present. I am on a fixed disability income and this payment accrual will cause payment problems for me when finally due. I need to be able to know and pay my bills on time, which I'm more than happy to do, but when bills don't get paid then suddenly a large amount is due all at once, I fear will not be financially manageable. As well, my landlord is demanding I pay him for amounts that BC Hydro has billed him for on a separate meter that I am not using. This is causing problems even after explaining that it is not my doing.I have contacted Ash, Manager for BC Hydro's customer handling department. He couldn't explain what the problem was, when I can reasonably expect some solution, and that he would only initiate the same steps the prior agents had without any reason it would have a different outcome. When I mentioned the Ombudsperson as the avenue I am being forced to look at, he replied "I will now send this to customer relations". I asked him what that has to do with the billing issue, he replied "because I mentioned the Ombudsperson". It felt like a retaliatory action that wasn't addressing my concern and how difficult it has been attempting to get billing to correct their mistake so I can pay my bill on time.

  Customer Answer

  Date: 14/02/2025

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:06/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Re: BC Hydros tiered billing system. Our current billing cycle runs December 18, 2024, to January 17, 2025. On December 28, we were notified that we were nearing Tier 2 pricing, despite only being a third into the billing period. As of January 4, we received an email stating we had reached Tier 2. This all occurred while we have been away for several weeks, with all systems turned off, unplugged, and unused in our newly built home which meets stringent energy standards and passed all inspections.1. Unrealistic Thresholds: The tiered billing system has low thresholds for Tier 1, penalizing minimal usage, making it nearly impossible to stay within Tier 1. Even with energy-saving efforts, including being away and turning off all systems, we couldnt remain within Tier 1.2. Systemic Issues: The billing system fails to account for baseline energy needs, undermining conservation efforts. Our minimal usage and energy-efficient measures should have kept us within Tier 1, raising doubts about the fairness and transparency of the tiered system.3. Lack of Transparency: The rapid progression toward Tier 2, despite our minimal usage, raises serious concerns about inaccuracies in meter readings or billing practices, which casts doubt on the integrity of the billing process.4. Inadequate ***************** Ive contacted ********************** for clarification, but they refuse to respond in writing and insist on phone communication, which leaves me without a written record for documentation. Since Im away and unable to receive calls, this hampers accountability.I request an investigation into BC Hydros tiered billing system, including the accuracy of meter readings, how baseline consumption is calculated, whether the pricing structure unfairly penalizes customers, and an explanation for their refusal to engage in written communication. Additionally, I seek an explanation for the rapid escalation to Tier 2 pricing despite our verified absence and conservation efforts.

  

  Business Response

  Date: 09/01/2025

  We acknowledge and respond to the BBBs Case for the customer regarding a high bill at their home, concerns of billing and meter accuracy and our two tiered billing structure.
  
  When the Residential Inclining Block (***) Rate was first introduced in 2008, it was designed to encourage energy conservation. Initially, the *** Rate step 1 threshold of 675 kWh per month was based on 90% of the median residential electricity use in all households in ****, which included customers with different housing types, household size, heating options and locations. Over time, customers energy use behaviours changed, and more customers are looking to electrify. We recognize the higher step 2 energy charge can be a barrier to electrification for some customers.
  
  On June 27, 2024, ********************** submitted a *********** Application to our regulator, the *********************** (****)with proposed updates, including the *** Rate. We also requested that the availability of an existing residential flat rate be expanded to all residential customers. If our proposal is approved, the optional residential flat rate could be available as early as April 1, 2025. If the customer is interested in learning more about the rate designs that weve submitted, or would like to follow along with the progress, the customer can visit our website.
  
  ********************** has an optional Step 2 price alert, which this customer signed up for. It uses automated email notifications to alert customers when theyre nearing the Step 2 threshold so they can potentially make any needed changes to their consumption habits should they wish. We send another once theyve reached the Step 2 threshold. BC Hydro doesnt have insight into each customers home to identify what appliances contribute to the consumption measured by our meter. We understand that the customer isnt home, so they may wish to use the **************************** consumption graph to determine when usage is occurring. If they have friends or family to assist, they can see the difference in usage by having said family or friend turn on/off individual appliances for a period of time. One can then look back the following day to view the impacts on the graph. This may help to determine the higher sources of usage.
  
  If this isnt an option, we recommend that once the customer comes home, they perform an individual circuit-by-circuit inventory of the electrical loads, more commonly known as a breaker test. Its often the best way to help identify the circuit or circuits that are consuming the higher than expected energy. Instructions for this test may be found on our website.
  
  Our process of billing customers follows the terms and conditions of the BC Hydro Electric Tariff, which is approved by the **** ********************. Every customer is billed on a per kWh basis. For customers on the *** rate, the lower Step 1 rate is billed for power consumption up to a certain threshold in each billing period, and the higher Step 2 rate is billed for any usage after that. The threshold for Step 1 is calculated by multiplying the number of days in the billing cycle by ******* kWh per day. For example, a 60 day billing cycle would have a Step 1 threshold of ***** kWh. If there is usage above ***** kWh on a 60 day bill, then it will be charged at the Step 2 rate.
  This customer is also on the Time of Day pricing. Theyre still billed to the *** rate structure, then, we apply a discount of 5 cents per kWh to all electricity that was used overnight (11 p.m. to 7 a.m.) and a surcharge of 5 cents per kWh to all electricity that was used during the on-peak period (4 to 9 p.m.). This is particularly beneficial for customers who own an electric vehicle.
  
  Every reading since the customer began service for this premise in 2022 has been an actual and not an estimate, so BC Hydro has correctly billed them for consumption used.If the customer is concerned about the accuracy of our meters, they have the option to request a Measurement Canada Meter test. As outlined in section 4.3 of the Electric Tariff, Any Customer who doubts the accuracy of the meter measuring Electricity used by the Customer may have the meter tested pursuant to the Electricity and Gas Inspection Act (******).Meters that are tested and found to be operating within allowable limits will result in a fee of $181 (plus tax) being charged to the customers account.There is no charge if the meter is faulty.
  
  The customer expressed frustration over inadequate customer service, and we have investigated this. On December 31, 2024 the customer contacted our customer support chat and requested an escalation through email. A member of our Customer Advocacy team reached out to the customer through email and asked them to call once theyve returned home.They provided their direct line and hours of operation. We would like to clarify that BC Hydros customer care team is primarily through phone or chat support and we recommend the customer call Customer Advocacy team when available. If the customer would like a transcript of the call afterwards, they can request it by filling out a Freedom of Information form, found here.
  
  The customer is welcome to contact us at ************** or through our chat function should they have any additional questions or concerns.
  
  We trust that the information provided addresses the points raised to the Better Business Bureau.

  Customer Answer

  Date: 09/01/2025

  Complaint: 22769089
  
  I am rejecting this response because:
  While I appreciate the effort to address these issues, several aspects of your response require further clarification and do not fully resolve my concerns.
  
  Unrealistic Thresholds:
  I understand that the Residential Inclining Block (RIB) Ratestaggeringly introduced nearly two decades agoaims to promote energy conservation. However, the thresholds set for Tier 1 are impractically low and do not reflect the reality of modern energy consumption, especially as more households adopt electrification. Despite being away for several weeks and minimizing usage completely, it is nearly impossible to remain within Tier 1. While the proposed updates in the *********** Application are noted, they do not address the immediate issue of the current structure unfairly penalizing customers like myself. Therefore, I request a refund for the difference, now that this issue has been identified.
  
  Systemic Issues:
  Your explanation of the billing structure and the calculation of the Step 1 threshold highlights a systemic issue. Even with aggressive proactive measures to fully reduce consumptionincluding the extreme case of being away from home for several weeks and unplugging all systemsI was unable to stay within Tier 1. This raises significant concerns about the fairness and transparency of the tiered system which attempts to make consumers believe Tier 1 at length is possible for the average household, which it is clearly not. The current structures rigidity fails to account for baseline energy needs, thereby undermining conservation efforts.
  
  Lack of Transparency and Potential Inaccuracies:
  I am deeply concerned about the accuracy of BC Hydros meter readings, as evidenced by noticeable spikes in electricity usage on specific holidays, such as Christmas and Boxing Day, when my household was not even present. This pattern suggests potential falsities in the readings. The suggestion to use the MyHydro.comconsumption graph and perform a breaker test upon my return does not address the immediate concern. It seems highly coincidental that electricity usage would spike on those specific days when no one was home, and this explanation is insufficient. I request a more thorough investigation into these anomalies, as they raise serious doubts about the integrity of the billing process.
  
  Furthermore, I am actually very fortunate to have been signed up for the usage notification system, which alerted me to this issue. Without these notifications, I would not have discovered that I was being taken advantage of in my opinion. It is alarming that nearly all of my Tier 1 allowance was consumed just a third into the billing cycle while I was out of the country. If this can happen when no one is home, how could the notifications help me improve the most optimal situation of zero usage? This further calls into question the accuracy and fairness of the billing process.
  
  Inadequate Customer Service:
  Written communication is essential for documentation and accountability, particularly for addressing complex billing issues for all your consumers. While the option to request a transcript through a Freedom of Information form is mentioned, this does not provide the immediate written response I require. BC Hydros reluctance to provide written responses unless challenged by third parties undermines transparency and fails to meet my need for clear, documented communication.
  
  While I appreciate BC Hydros efforts to address my concerns, the responses provided do not fully resolve the issues at hand. I urge BC Hydro to reconsider its approach to customer communication and to conduct a more thorough investigation into the potential inaccuracies in my billing. I look forward to a constructive dialogue to fully resolve my concerns and ensure fair treatment for all customers.
  

  

  Business Response

  Date: 16/01/2025

  We again acknowledge and respond to the BBBs case for the customer regarding a high bill, meter accuracy and our Residential Inclining Block rate.
  The RIB rate was introduced in October 2008. This included a Step 1 energy threshold of 675 kWh per month, which was approximately 90% of the median residential consumption (762 kWh per month) at the time. In fiscal 2023, the median residential consumption was 673 kWh per month; 90% of this amount would be 605 kWh per month.
  Currently,35% of customers are never in Step 2 (i.e., always in Step 1), 42% are sometimes in Step 2, and 23% are always in Step 2. To indicate that the threshold for Step 1 is unrealistic is erroneous.
  To avoid any consumption in the home, customers can turn off ********************** at the breaker,though this does carry risks during times of cold weather.
  We encourage our customers to call our ************** and speak with a **************** Representative who can ask about the appliances and heating sources in their home to provide tips on energy efficiency and how to keep consumption low.
  It is standard for our representatives to suggest to our customers that they complete a breaker test. This test will help pinpoint the location in the home that is consuming the most energy. Aside from that, our customers may want to contact a licenced electrician to assist in assessing the homes consumption in case there are issues with the electrical wiring or insulation in the home.
  Once the breaker test is completed, customers are welcome to contact ********************** to discuss the results of the breaker test. In addition, if Ms. ****** would also like to discuss the process to request a Measurement Canada meter test, she can contact our Customer Advocacy team directly at **************.
  As noted in our previous response, if the customer doubts the accuracy of BC Hydros meter, they can request a Measurement Canada Meter Test. To get this test done,the customer must mail an application for a meter test to Measurement ******. Once the application is received, the meter is removed and tested at a Measurement Canada Testing facility. The customer will receive the test results via mail from Measurement ******.
  We will add $181 plus tax to the account if the meter is found to be operating within allowable limits. There is no charge if the meter is faulty. 99.9% of all tested BC Hydro meters have come back as operating within those limits.
  Each household in the province is different in terms of efficiency, the electrical appliances that are in the home and how they are used. Due to this, its very difficult to put in writing our recommendations or suggestions as this would be different for each household.
  We recommend this customer to contact Customer Advocacy to discuss their consumption further and request an application for Measurement Canada Meter Test if required.
  We trust this satisfies the further concerns expressed by the customer about their consumption and the meter at their residence. 
  

• Initial Complaint

  Date:08/11/2024

  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.

  BC Hydro has found a incorrect hook up in our Electrical panel. This connection was done 15 years ago, by a electrical company and was permitted by the *******************. They have now come back and demanded interest and fees for the past 15 years of electrical power not charged. We have professional Electricians and a permit but have been accused of theft. Subsequently we have been charged over ******* dollars. We have negotiated the interest and fees of to the pure power used and started a payment plan of ******, because the constant threats of turning the power off. Currently we have made payments to *****. Are they allowed to come back and charge this after all this time with all this interest and fees?

  

  Business Response

  Date: 22/11/2024

  We acknowledge and respond to the BBBs Case for the customer regarding their unauthorized connection causing a diversion of electricity and payment arrangements.
  
  The service at the customers business is a 600 amperage (amp) service which feeds four separate meters, each under the same business name. Our systems noted several temperature spikes above safety levels, so on December 13, 2023 BC Hydro investigated our meters at this premises.  
  
  BC Hydros main electrical conduit splits off into four individual meters. The investigator found that one of the four meter bases was overheated and there was an extra connection that was both unauthorized and unmetered. It was also using electricity. Two runs of cable were attached that fed into two customer- owned transformers. Our investigator asked the customer how long this had been in place for, and they advised for approximately 10 years.
  
  We decided not to disconnect service as the customer would lose significant business, however we did disconnect the overheated meter for safety reasons.The customer indicated they would be applying for a new connection to have all the meters under a single meter, which was completed on April 1, 2024.
  
  After an analysis of the electricity consumed by the business and the equipment connected to the unmetered load, we invoiced for $212,672.17, comprised of 10 years from the date of our investigation on December 13, 2023. The invoice was issued to the customer on June 5, 2024 and is consistent with our Electric Tariff per below:
  
  Section 5.7.5 (a) Back-billing of our Electric Tariff, allows us to apply back-billing for the whole period of under-billing when:
  
  There are reasonable grounds to believe that the Customer has tampered with or otherwise used BC Hydro's Service in an unauthorized way, or evidence of fraud, theft or another criminal act exists,or if a reasonable Customer should have known of an under-billing and failed to promptly bring it to the attention of BC Hydro;
  
  In addition, the Customer is liable for the direct (unburdened) administrative costs incurred by BC Hydro in the investigation of any incident of tampering, unauthorized use or criminal activity, including the direct costs of repair and replacement of equipment.
  
  Under-billing resulting from circumstances described in this paragraph 5 will bear interest at the rate normally charged by BC Hydro on unpaid accounts from the date of the original under-billed invoice until the amount under-billed is paid in full.
  

  
  The customer called on June 7 and emailed June 27, 2024 to dispute the charges.They felt that because they hired an electrical company and obtained a permit through Technical Safety BC for the work, they shouldnt be responsible to pay the full balance. We requested the customer provide invoices and permits for the completed work; however, at this time, the customer has not supplied us with this information. If the customer provides this information, we will consider it as part of this investigation regarding the unauthorised connection and diverted electricity only. The service was under the customers business, so we are required to bill them for the services rendered. The customer can pursue any collection of funds owed from the electrical contractor and ******************* privately.
  
  On June 28, 2024, we provided the customer with three payment options. The customer needed to reply back by July 12, 2024, with which arrangement they preferred.The customer replied on July 17, 2024, further disputing the charges.
  
  We recognize that these high amounts placed a financial hardship on the customers business, so we offered another option on August 19, 2024. If they were to make a payment of $75,591.11, which is the total of the cost of energy charges minus all interest charges, by September 9, 2024, then we will waive the interest as a one-time goodwill gesture and consider the matter closed.
  
  We sent several follow up emails on August 22, 23, 30, September 5, 6, 9, 11 and 16, 2024. We did not receive the $75,591.11 payment. The customer emailed on September 17, 2024 to advise they will pay $10,000.00. We replied through email on September 24, 2024, because the $10,000 payment hadnt posted to the account.
  
  On September 25, 2024, the payment of $10,000.00 posted to the account. We reminded the customer that the agreement was to pay the entire balance of $75,591.11 by September 9, 2024 to have a one-time waiver of interest. Since the customer couldnt keep to this, we are unable to uphold the agreement. We offered a 12-month payment arrangement with an attached letter that the customer would need to sign and return by October 2, 2024 for it to be valid.
  
  We reached out again on October 7, 2024. We offered them one more waiver of interest as a goodwill gesture if they were to make a payment of $65,591.11 by October 11, 2024. We sent a follow up email on October 11, 2024 and advised that if this amount isnt paid in full, then credit action will continue, up to and including disconnection.
  
  The customer responded on November 7, 2024 to say that they are in their slow period, and they are unsure of both when they will pay, or how much. We then received a payment of $5,465.91. This isnt an acceptable arrangement,which we explained through email. We will require an arrangement with set amounts and dates and for the customer to sign and return the payment arrangements form we previously sent them for it to be valid.
  
  On November 15, 2024 we received the signed Payment Agreement letter from the customer agreeing to pay a total of *************** amount is for estimated electric charges, investigative costs and one year of interest charges. The arrangements are to pay $4,800 on the 18th of every month from November 2024 to December 2025 with the final amount of $4,816.17.
  
  We received payments of $10,000 on September 25, $5,465.91 on November 8 and $4,834.09 on November 19, 2024,leaving a remaining balance of $62,416.17. As long as the customer keeps to their arrangements, the amount for the unauthorized connection is no longer past due.
  
  However, the customers account for their business has a current past due balance of $6,190.13. We issued a Final Notice of Disconnection on November 14, 2024. We would like to work with the customer to establish payment arrangements and answer any questions they may have regarding their business account. We encourage the customer to contact our ************************* at **************.
  
  We trust that the information provided addresses the concerns raised to the Better Business Bureau.

  Customer Answer

  Date: 25/11/2024

   
  Complaint: 22528325
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:15/10/2024

  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.

  Applied for hardship ***** last winter and was approved this was such a relief and saviour. But almost year later theu tpok it back because i live in a commercial building. Now even worae hardship $700 bill and disconnection of service.Why give steuggling people hope when ur just making it all worse later. Tried too dispute cause it was without warning *** not expected told pay 700 or ur in the dark. If i had 700 i woildnt have applied for hardship ***** too start with. How they cam do this and still feel good about themaelves is beyond me. Im even more broke then when i applied this is just the tip of the *********** people shouldnt have a monopoly it as too much power *** you abuse it.

  

  Business Response

  Date: 24/10/2024

  We acknowledge and respond to the Better Business Bureau for the customer regarding their ******************** (CCF) Grant. 

  We have contacted the customer to discuss their situation and based on the circumstances, have resolved this customer's concerns. We apologise for the frustration this situation has caused the customer. 

  If the customer has any further questions or concerns, they can contact our *************************** at ****************.

  We trust we have addressed the concerns raised by the customer to the **********************. 

• Initial Complaint

  Date:10/10/2024

  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.

  With no phone calls, and only the note on our new bill, BC Hydro disconnected our home services for $123.17. They tell me it could be up to 72 hours or more to reconnect. $123 dollars and now I have no power for up to several days. How am I supposed to eat? Or stay warm in the night? Why does it take you three days to reconnect but you cut me off literally six hours after my new bill came out? Again, reiterating NO calls to warn us were ever made.

  

  Business Response

  Date: 11/10/2024

  We acknowledge and respond to the Better Business Bureaus case for the customer regarding disconnection of service at their premises.
  
  We contacted the customer to discuss their concerns. The customer confirmed that their concerns have been resolved.
  
  We have reviewed the customers account and can confirm our processes were correctly followed.
  
  If the customer has any further questions or concerns, we encourage them to contact our **************** Team at **************.
  
  We trust we have addressed the concerns raised by the customer to the **********************. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22407560
  
  I am rejecting this response because: they did not follow protocol.  There was never a call made to remind us of payment. They did not call to address my issues at all. They called me because I called them about my services NOT being reconnected. They said it was but it was not. That is why they called. I had to call three times about the same issue. 

  They did not address that we were told it was going to up to 3 days or more. This is my concern. The wait time.  This is a horrible policy and should be reviewed. Do you know what it does to people? When you tell them it could be more than 3 days to get power restored? Not from a storm or damage but for a 125 bill. How do we feed our family? How do we wash ourselves? How do we stay warm? I understand the bill was late getting paid BUT it was 125 dollars...

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

  

  Business Response

  Date: 18/10/2024

  We acknowledge and respond to the Better Business Bureau for the customer regarding their further concerns.

  Weve attempted to contact the customer twice, but unfortunately, we were unable to reach them and unable to leave a voicemail message.

  As indicated in our earlier response, we have followed our usual process prior to disconnecting this customer. This process included providing prior final notice of disconnection automated phone calls, and an email that were sent to the contact information we have on file for this customer.

  If this customer has any further questions or concerns regarding their complaint, we encourage them to contact our **************** Team at **************.

  We trust we have addressed the concerns raised by the Customer to the **********************. 

• Initial Complaint

  Date:13/09/2024

  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.

  On August 27, I reported my unreasonable bill to BC hybro customer center and asked for their help. August 30th BC hydro responded with a series of procedural answers about the high and unreasonable electricity bills: heating, LED lights, electrical appliances, etc. I provided the bills from March to May. I turned on the heating all day, and the temperature at that time should be lower than that from May to July. Why was the bill only ******? I also provided the bills from the same period last year, why was it only ******? The bills from July to September are about to be paid. When I used the air conditioner several times, it was about $240. All electrical appliances and lights have not changed. Why is the bill for March to May, the best season of the year, $460.72? and the most cold winter season is only $511. Is this really reasonable? What link in the power bureau has a problem? As residents, we dont know at all, and may never know where the problem is. As a user of a monopoly enterprise, do we have to pay such a high and unreasonable bill? I had heard *** News that BC Hydro always made mistakes in electric bills, I am maybe just another victim. My appeal, referring to the bills from March to May and the weather conditions, I am willing to pay a reasonable electricity bill of $170.

  

  Business Response

  Date: 18/09/2024

  We acknowledge and respond to the Better Business Bureau’s case
  for the customer regarding their billing concerns.
  We understand that energy costs can pose a financial
  challenge to some of our customers. There are many tools
  and programs to help our customers save energy and money.
  We would like to speak with this customer to discuss their concerns
  further. We have attempted to contact this customer and left a voicemail providing
  the Customer Advocacy Team’s contact information.
  We trust we have addressed the concerns raised by the
  customer to the Better Business Bureau. 

  Customer Answer

  Date: 18/09/2024

   
  
  Complaint: 22280010
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Fei Gu

  Customer Answer

  Date: 20/09/2024

  I expressed doubts and dissatisfaction with the response given to me by BC hybro over the phone. They told me to pay the bill first, so I paid $460 on the 18th. 72. All my evidence has been fully provided when I complained. This is the first time I have had a billing question since I lived here in 2017. This has nothing to do with my family's living expenses. I checked the bills for the same period in all previous years, and they were all more than $100. I have already said that during the billing period from May to July this year, only one person lived in this house and rarely cooked. In this case, a bill of $460 was generated? If the power company has enough evidence to explain my electricity consumption, please ask them to provide the meter reading. When I found the question about the bill, I went to record my meter reading: 01594.

  

  Business Response

  Date: 04/10/2024

  We acknowledge and respond to the Better Business Bureau’s
  case for the customer regarding their ongoing billing concerns.

  We’ve reviewed the customer’s account and identified a one-time
  estimated meter read.  The estimated read
  was the result of a network issue.  It is
  important to note, this issue has been resolved and we can confirm the meter at
  this customer’s premises is now back to normal functionality and reading actual
  consumption.

  We have retrieved the actual meter reading, and as such, the
  customer’s next invoice will indicate the actual consumption from the previous
  billing period, and the correlating billing adjustment.

  In accordance with the BC
  Hydro Electric Tariff (Section 5.2.1), when a meter reading cannot be obtained, an
  estimated reading is used for billing purposes.

  We left a voicemail for the customer and provided Customer
  Advocacy’s direct contact information. We would like to assist this customer
  with any further questions or concerns they have about their billing.

  We trust we have addressed the concerns raised by the
  customer to the Better Business Bureau. 

• Initial Complaint

  Date:28/08/2024

  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 regarding our BC Hydro bill for a store (to be a restaurant & an active Vape store), 2 tenants sharing 1 BC Hydro meter. I'm the new tenant who took over the partial unit for a restaurant business in Jan 2024 & still not operational yet due to licensing issues. Hence the main power switch is always been turned off after our ***** minute short visit once in a while.However, the next door tenant Vape store has been actively running the business regularly.We were out of the county for 2 months and never visited the unit from June till August 14th. The main power panel was completely switched off but the BC Hydro bill was $1488.05 for ****** kWh used from May to July. I have brought this up to the Vape store owner's attention but he is not agreeing to the amount. I have also escalated this issue to the property manager c/o owner/landlord.I appreciate your support to solve this issue. Bills are attached for your reference. Thank you.

  

  Business Response

  Date: 03/09/2024

  We acknowledge and respond to the BBBs case for the customer regarding a shared invoice between two businesses.
  
  BC Hydro and its customers are bound by the terms of the Electric Tariff. The Tariff has a definition of a customer, which includes owners of premise,persons in possession of a premise, or those who have applied for service.However, if there is more than one customer using a meter, the Tariff does not give BC Hydro the authority or the obligation to determine which customer is responsible to pay the usage billed. This is considered a private matter and as such, we cannot be involved.
  
  If this customer has further questions regarding the account, they can contact our ******************** at **************.
  
  We trust that the information provided addresses the points raised to the Better Business Bureau.

• Initial Complaint

  Date:22/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BC Hydro has an optional program for rates. We never gave permission or opt for the program.I got my Aug bill and it double from last month. When I review the bill to find out why, I saw tier 1 and tier two billing. I never opted for that.

  

  Business Response

  Date: 23/08/2024

  We acknowledge and respond to the Better Business Bureaus case for the customer regarding their concerns about the Residential tiered rate.
  We spoke with the customer to discuss their concerns further and clarified their rate plan has not changed.
  Most residential customers are charged under the tiered rate, formerly called the residential conservation rate. This rate has been the default rate for residential customers since 2008.
  On this rate plan, customers are charged a lower (Tier 1) price for electricity up to a certain threshold in each billing period, and a higher (Tier 2) price for all electricity use beyond that threshold. This tiered rate is designed to encourage conservation.
  If the customer would like more information about residential rate options, they can visit our website.
  We trust the information provided addresses the concerns raised to the Better Business Bureau.