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:12/12/2024

  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.

  On September 5th, 2024, I was looking through past transactions in one of my **** savings accounts. This account is only used as a hold for funds my partner and I set aside for our son, it is rarely monitored. I noticed a pre-authorized Manitoba Hydro withdrawal, upon further investigation, these deductions occurred almost monthly in 2023. I was shocked as we pay our Hydro bill through a separate ** account. First deduction was made May 10, 2022. My bank was contacted and the account was closed with an investigation started. The bank refunded the past 90 days only and suggested to contact Hydro for remaining amount owed ($*******). I have been in contact with Manitoba Hydro back and forth, they have acknowledged that they received my money but have not refunded it, instead they suggested to contact my bank. It seems another one of their clients entered my account and transit number in error and I've been paying their Hydro bill since May 10, 2022. I have not authorized Hydro for these preauthorized payments and want the ****** funds returned to my sons account. I have bank statements for all 13 PAP's removed in error and email proof that Hydro acknowledged receipt of my funds in error. Would really appreciate some assistance with this issue, **** cannot help me and Hydro keeps giving me the run around.

  Business Response

  Date: 12/12/2024

  Justine, 

  Thank you for your inquiry.  I've opened an investigation into your concerns, and I've reached out to you by phone to ensure I've captured all the necessary details relevant to your concerns.  Please contact me at your earliest convenience to discuss further.   I can be reached at ************* 

  Thank you

  sincerely, 

  Marty ******

  Customer Advocacy Leader

  Manitoba Hydro

  Business Response

  Date: 07/01/2025

  Good morning, 

   

  I believe the Christmas period may have prevented the customer from responding to you.  However, I was able to work directly with the customer and completely resolve their concern on Dec 19th, 2024.  The customer was very happy with the outcomes and thankful of my efforts. 

   

  Thank you

• Initial Complaint

  Date:06/11/2023

  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.

  November 2022 I received a Hydro bill of nearly $**** in new charges. I called in to say that there must be a mistake and I was concerned there was an issue with my furnace, as it had been turned back on recently. Hydro assured me that a good portion of the amount was due to under-estimated previous bills, and that only around $**** would have been in the last month, which still seemed high to me. January 2023, I received a bill of over $**** in new charges. Very shortly after, my furnace completely broke, ****** ******* ** *** *** *** ** *** **** ** * **** ** ** **** *** * ***** I hired an electrician who came out and fixed the furnace, saying it would have been having issues for a while before completely breaking like it did. I called Hydro to complain that when I asked for help nothing was offered, and that I had proof the bill was due to a break in the furnace, to which they said I was on my own and had to pay the bill, they couldn't adjust it at all. I entered a payment plan, which I was told to call and reinstate every 3 months. I called the other day and was told that as of 6 weeks ago, they only approve payment plans that pay the account to 0 within 3 months. I am being told that if I can't come up with over $**** plus what my next 3 months will cost me, my power will be limited to my furnace and fridge. * ** * ****** ******** *** **** **** ****** ** ** **** ** **** *** ** ******* *****. I have never missed a payment from my payment plan, and have a 9 year history with Hydro of having my account paid up to date UNTIL these 2 incredibly high bills. Paying them down has been difficult with the $*** of interest added each month as well as the fact that the person who lived here before me (3 years ago) said in the summer their bill never surpassed $***, and mine is well over that for some reason. I had an electrician out who said nothing is drawing inappropriate power, and my home assessed for energy efficiency, and it is as efficient as a new build.

  Business Response

  Date: 06/11/2023

  I contacted the customer this morning and had a lengthy conversation regarding the billed charges.  We focused on understanding the root causes, the responsibilities based on MH Act and MH policies and procedures and then worked through potential options and solutions.  We have established a great relationship and trust of each other and we will see this concern addressed in short order. 

  This matter as it stands is resolved, the billing amounts and payments are in discussion now to see what option is best suited for the customer.  Waiting on the customer to provide their most ideal choice.  I continue to work to find other potential options that may provide a more positive outcome. 

• Initial Complaint

  Date:16/10/2023

  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 been living in my house since for the last 40 plus years and have always paid my hydro bills. My wife who passed away on May 11, 2015, was the manager of our bills. Prior to her death she had informed me that our account was on the EPP plan as the homeowner. I have been paying the bills, this can be shown in my account payments. I recently received a bill August 25, 2023, that stated I owe $********. How do I go from owing $*** to $*** for my bills to now owing $*******? My bill as of October 04, 2023. I have called twice to discuss this case and talked to two different representatives. Both stating that I have not called in my meter reading. This is false. The only time I did not call is when I was way for a month in March and I called upon my return, and another time in August as I was away with my daughter in Vancouver. In addition, in June/July Manitoba Hydro put in a new Meter. Is seems this is when I started getting this new billing. ** *** **** ** ** ******* ** ******** it shows that I have been paying the bills and what the consumption is for the house for the years I have lived there. If there is an error on there end this should be resolved with them, not from a 79-year-old retiree who is now slapped with an enormous bill that came out of nowhere. The two customer service representatives insist that I have made the mistake. Why in all the years I have been living in my house I have never had a bill this large. Something else to note, for a few months I had received bills from Hydro in the summer of 2022 stating that I did not need to make any payment due to credit adjustments. Could this be the issue? If so, again this would be Hydro’s issue. I am not sure what has happened or the problem, but I would like this resolved. * ***** *** ** ** *** ** * ****** * ** ***** ****** ********* ** *** ******* ******* ****. The last payment I have made is $*** on October 11, 2023. Account Number ******* ******** ****** ******* 

  Business Response

  Date: 18/10/2023

  I spoke with the customer yesterday and was able to explain the billed charges as well as develop a reasonable payment plan for the customer.  In addition, coaching will be issued to the representatives that handled previous inquiries from the customer regarding how to understand, assess and address a complex customer concern such as this example.  The customer seemed to be happy with the suggested solutions and I will be following up with them throughout the process to ensure they are comfortable and understanding of the billed charges, payments plans and ultimately to ensure a complete resolution of the matter.  

• Initial Complaint

  Date:11/09/2023

  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.

  I've been going through tough financial times of late. My Hydro bill got to $**** the installment options they offered was to high for me to pay bi weekly. I received no notice by e mail that my power was going to be disconnected. They say they tried on multiple times by phone. But my phones were not active at the time . So Aug 15th 2023 the cut my power off. With a notice at door pay in full before service restored. So all of my food in fridge is spoiled my 3 pets snd my self have no running water now due to pumps being electric. So.I am living in the dark ages now untill I can come up with $****. I've had to board my dog at kennel due to how hot it gets in the house.So any money I might have to go towards my bill is now going to other things due to having no.power..I just think it's so wrong that they can just shut you off with no care to one's well being . *** ***** ** **** ** **** ** ********** *** *******

  Business Response

  Date: 11/09/2023

  Hello Mark,

  My name is Marty ******, Customer Advocate for Manitoba Hydro.   I attempted to call you today and I left a voicemail.  In addition, I sent you an email as well.   Kindly respond at your earliest convenience as I would like to better understand your current situation as well as seek to find possible solutions for you.   

  I look forward to hearing from you soon.

  sincerely,

  Marty ******

  Customer Advocacy Leader

  Manitoba Hydro

  Customer Answer

  Date: 25/09/2023

   
  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,
  
  Mark **********

• Initial Complaint

  Date:18/04/2023

  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.

  My February bill came due and I was short of the amount of the automatic withdrawal. I called Manitoba Hydro to to carry the amount over to the next month and pay the amount owing in full when I receive my next deposit. Their representative agreed to this. She even gave me instructions to choose the 14 digit account when setting up the payment through my bank account. I paid February 24 2023 in the amount of $** to cover the amount owing, the next bill and the late fees. I know what amounts to expect on a monthly bill. The amount turned out to be $*****. The transaction did not post properly to my account and did not reflect on my statement. Manitoba Hydro attempted to withdraw the amount of $***** from my account twice. This left me with two $** non sufficient fund fees. Manitoba hydro has also added a $***** fee onto my Hydro account that are unclear. I didn't want my account to be deliquent or to suffer additional late fees and I paid the amount they billed me for. As resolution I expect them to remove any fees associated with non sufficient fund fees from my Hydro account and have it reflect a credit balance on my statement. * **** ****** ** ** *********** *** *** **** ** **** **** ******** ** ** **** ******** ***** *** * ****** ** *** ** ******* *** ******** I attempted to settled this matter on the phone with them. **** **** ** ** ********* *** ****** I was told that it must have occurred the same day the bill statement was generated and this is why it did not acknowledge the payment. Their system tried to take the payment even though it was paid. They denied responsibility for fees the that I occured in my bank account. The bank has confirmed the payment with me and provided a confirmation number. The bank is not willing to remove the charges -it is my responsibility to have the funds in the account when a company attempts to withdraw.

  Business Response

  Date: 19/04/2023

  I wanted to update you on my recent conversation with the customer regarding her concerns. During our call, I was able to address her issues effectively, and I'm pleased to report that she was happy with both my call back and the resolution we reached.

  Customer Answer

  Date: 26/04/2023

   
  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.

  Manitoba Hydro did as they said they would do. I have been fully compensated for the fees I incurred due to the billing and payment errors. I am acknowledging that we reached an amicable agreement.

  To explain a bit further for your records: my account with Manitoba Hydro was adjusted for accuracy, the extra NSF charge was removed and the NSF amounts that I incurred on my bank account is credited to my Manitoba Hydro account. The NSF charges were ** on all three occasions. 

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

  Sincerely,
  

  
  Melinda *******

• Initial Complaint

  Date:01/03/2023

  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 moved into ** **** ******** in October of 2022 with the then current tenants. One of the previous tenants *** ****** ******* ******* ** ***** ******* was paying the Hydro bill and continued to do so up until the end of January 2023, which was the month that they moved out of province. I thought I/we made this perfectly clear on multiple occasions calling Hydro to inform them of this change in our situation, including in my new application for a MB hydro account in the section where one could put notes, ** ******* *** ******** ** ** ***** **** *** ** *** * ******** *** could clearly see that for this address of ** **** ******** that the date of the last payment was in the month of January of 2023. At one time there has been two accounts for this same address and now, MB Hydro is attempting to charge me $******+ for 'unpaid' months of this address when we had paid in full, and tack on a $*** fee for 'creating a new account' when I had no options to transfer the account to myself to take it over, and could not update any of my own previous accounts with my new legal name as Hydro does not have that option and their call center employees ******** told me to create a new account anyway. * ****** **** **** **** ***** ******* ***** * ***** ******* ***** * ***** ** **** **** *** ***** *** ** ***** *************** **** ** ********* *** ***** ***** ** ******** ** ****** ****** ** ***** *** *** ***** ** **** ** *** *** ***** *** ******** *** ***** **************** *** they refuse to let me update my own accounts with my own information, forcing me to create new accounts and then charge me for months that had already been paid for* **** ** *************

  Business Response

  Date: 02/03/2023

  Good morning and thank you for reaching out regarding your concerns.   I have forwarded your inquiry to our Customer Care Experts for review and contact.  I anticipate you should hear from them within 2 business days.

  Sincerely, 

  Customer Advocacy

  Manitoba Hydro
  

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 19519923
  
  I am rejecting this response because:
  MB Hydro is still attempting to charge me $***+ when there was no meter reading done on the date that I requested the service transfer. I do not see why it is my responsibility to take a meter reading on the day I requested the service be transferred too me, when each bill was estimated for the tenants prior and from the day I take the account over it should start at $0 owed. No house used $*** of electricity in less than a month and a half, a bungalow of the same size would have a bill of $*** at the most as that is what a coworker pays for their house. Hydro did not do a meter reading themselves, and are estimating the kw hours incorrectly. Hydro did not do a meter reading for when I took over the account on January 31st to now, I do not see why I should pay a sum that was not calculated correctly 
  Sincerely,
  
  Talon ******

  Customer Answer

  Date: 06/03/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  As I and the former tenant have told MB Hydro Multiple times, I took over the hydro account on January 31st. Not January 1st, which is when they are starting my account when that is NOT when I took it over and that month was paid for by the previous tenants. I am NOT paying MB Hydro twice for one month. 
  
  Sincerely,
  
  Talon ******

  Business Response

  Date: 07/03/2023

  In this situation, the customer was jointly responsible for usage since early October 2022 as confirmed by both, Talon and the other tenant.   The other tenant moved out in January 2023 and Talon continued with services which was confirmed by both parties and consistent with what Talon is asking.   We reached out to the other tenant to confirm all of these details as well as apply all payments made during that time to Talon’s account.

   

  We have communicated with Talon in a timely manner and we will complete another follow up call to review any miss-understood details that seem to be lingering.

   

  Thank you

   

  Marty ******

  Customer Advocacy Leader

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

• Initial Complaint

  Date:20/12/2022

  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.

  I have a dispute with Manitoba hydro, they sent a 300$ bill to collections even though I was paying it. There was a mistake with my account and I have been contacting them for 2 months to speak to a supervisor or someone who is in charge and I have been put on a call back list 3 times. It has been 2 months and I still have not gotten a call and can not resolve this problem. This bill was reported to my credit report when it should not have been.

  Business Response

  Date: 20/12/2022

  Thank you for your inquiry.  I am investigating this matter and will have someone contact you as soon as possible on this matter. 

  Customer Answer

  Date: 21/12/2022

   
  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,
  
  Ashley *****

• Initial Complaint

  Date:19/10/2022

  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.

  The August year-end bill listed $64.51 as my EPP difference and $33.20 as my electricity charge for August 2022 for an amount due of $97.71. On August 30, I paid $97.71 using my bill payment setup with ****** ****** ***** ** ******** **. I never received a September bill. My October bill was for $205.50, consisting of $79.63 for electricity charges, $132.00 for EPP, and $73.50 for other charges. The Special messages states "If readings are not received after 4 consecutive estimated bills, Manitoba Hydro will read your meter and a read fee of $70.00 plus GST will be assessed." That message is a standard message that appears on each month's statement. I'm guessing that the other charges were based on the incorrect assumption that I haven't sent in regular monthly readings. My readings submitted were: 30 June ***** 31 July *****  31 Aug ****7 30 Sept *****  Each reading was sent to ************** on the date noted for meter number *******. I tried to contact Customer Service at the number indicated ****************  and went through the various menus trying to find a person to whom I could talk. There was no such choice. After 37 minutes of frustration, I decided to send an email to Customer Service. That was on 4 Oct 2022, query #**************. Your phone call and this email were today, 12 Oct. Please correct the error in my bill and provide me with the telephone number where I can talk with a person, not a machine. George ******* ************

  Business Response

  Date: 19/10/2022

  I spoke with customer and resolved their concerns.  No other open items with customer to address.  Customer was thankful for our follow up and quick resolution. 

  Customer Answer

  Date: 20/10/2022

   
  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,
  
  George *******

• Initial Complaint

  Date:18/10/2022

  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.

  They've charged me October 17th for a property where I'm not responsible for billing, even though I called and told them about it and they said they would remove the payment. Their automatic payments are ************ inconvenient for consumers especially since it is so difficult to contact them, I've been charged so many fees just in one year **** **** ******** ******* *********

  Business Response

  Date: 18/10/2022

  I reached out to the customer and left them with my personal contact number to discuss their concerns.   The information I have on file shows their account is closed as they requested and final billing was provided up to their end date of responsibility.  This matter is resolved as it stands at the moment however, I look forward to hearing from the customer to discuss any concerns that may still be outstanding.

  Customer Answer

  Date: 18/10/2022

   
  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,
  
  Dylan *******

• Initial Complaint

  Date:13/07/2022

  Type:Sales and Advertising 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 had to move to a rental property in Flin Flon which was only a temporary living location until I found a house to buy. I opened an account through Manitoba Hydro at the start of January and stated that this is a temporary living location, I have never had a Manitoba hydro account before and I was unsure of how the system worked so they put me on the same EPP plan as the homeowner. I bought a house and moved out June 3rd and closed my account for the rental property a week prior for that day. Approximately a week later I got a bill for $1,140.63 when you open the bill it just tells you it is the EPP difference and nothing else so I called them to get more information on it. They told me it's because I signed and agreed to an EPP agreement that ends in month of September and I have to pay the rest of the payments out until September even though that was never declared over the phone when I opened the account nor was there any legal documents signed saying so as they do everything over the phone now. The representative found out there was an error with my meter reading and she was supposed to look Into it and call me back the following week. Nobody ever got back to me, I tried calling multiple times and have been on hold for over an hour and then getting disconnected. I tried the call back option and never got a call back. I've tried sending an email to the customer care centre yesterday and doubt I'll get a reply from that either and I cannot go to any office as they have closed them all down due to Covid-19. Long story short it's hard to fix an issue when you cannot contact anybody about it and I do not want the amount ending up going to collections because of it. I have already paid half of the amount which was $570.00 as well to avoid being taken to collections and damaging my credit score as I have been working on getting this resolved.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 10, 2022/08/02) */ Reviewed the matter directly with the customer. Matter is resolved.