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:13/05/2025

  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.

  Provident reads the meter in my condo. My heating bills have been excessively high ( more than $500/ month for many months) and an employee from Provident came to my unit and diagnosed that “ we need our tech to reverse the temp sensor for the BTU fir this unit”. Months later they still have not followed through and my bills remain very high! I pay the bills so as not to have my electricity cut off but cannot continue to do so and require a refund for the difference between the accurate costs of my energy consumption and the faulty, unfair amounts I am being charged.

  Business Response

  Date: 15/05/2025

  Provident will provide a credit to the customer and work with ******** to make sure its on applied on bill
  It has also been communicated to the resident that suite access is still required to address any underlying technical issues. A representative from Provident will be in contact to arrange a suitable time for access.
  Provident apologizes for any inconvenience this situation may have caused and appreciates the resident’s understanding.

• Initial Complaint

  Date:13/05/2025

  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.

  I moved out of my unit at the end of November 2024 and submitted my move-out notice and refund request to Provident in early November. Provident does not provide confirmation of submissions, but I saved a copy for my records. I was told my refund cheque would arrive within 4–6 weeks after the final bill, which was issued in December. Due to the ****** **** strike, I allowed extra time.
  By Week 13 with no cheque, I contacted Provident for an update, delivery tracking, and to confirm the mailing address. Three days later, I received a response that ignored my questions and asked me to send my address — suggesting the process had never started. After I complied, it took another 4 days for confirmation that my file was updated, and I was again told to wait 4–6 weeks.
  I replied that I had already waited over 14 weeks and asked them to prioritize my case and provide specific mailing dates or tracking. I was ignored for two more weeks. Only after I followed up again did they confirm the cheque was now marked “priority” — but no dates or tracking were shared.
  Another 1 1/2 wks passed with no update. I followed up 3 more times over another 7 days before receiving a vague apology and a note that a cheque had been issued and would be mailed Friday. I thanked them but flagged an issue: the refund was ~$51.85 less than what my records, final bill, and online account showed. I provided my calculations and asked for a breakdown in case there was an error. That message, like others before it, was ignored. A partial cheque arrived two days later — nearly a quarter-year late — but my follow-ups on the underpayment have gone unanswered for over five emails across two more weeks.
  My account/records show: $188.93
  Provident only delivered: $137.08 @ 21w
  To clarify: it took 21 weeks — almost half a year — to receive only part of my refund, despite Provident’s stated 4–6 week policy. We are now at 22 weeks and counting, with no response and no transparency regarding the remaining balance.

  Business Response

  Date: 15/05/2025

  We sincerely apologize for the inconvenience caused. It appears there was an issue with the application of credits to the customer's account, which led to a discrepancy when the deposit was refunded. Upon identifying the error, a member of our management team promptly contacted the customer to address the concern. The customer was issued the missing credit amount, along with an additional goodwill credit as a gesture of our commitment to making things right. We appreciate the customer's patience and understanding as we worked to resolve the matter.
  

• Initial Complaint

  Date:22/01/2025

  Type:Product 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 am making a complaint against this company as they have owed me money since Nov 2024 I have been speaking with them every month to find out where my refund is and they keep telling me it’s being processed I have asked for a Manager to return my call and no one has called me back **** ** ********** ** they owe me a refund from my $300 deposit * *** ** **** ** **** **** * ***** ***** * ** ****** **** ** *** ******* ******* ***** *** * *** **** **** ******** ** ** ****** **** * ***** ** ******* 

  Business Response

  Date: 28/01/2025

  ******, we're sorry to see your review. Please be advised that as per our policy, refund cheques are typically issued 4-6 weeks after the due date of your final bill. This is because your deposit is applied to your final bill, and any remaining balance is refunded via cheque. In your case, your deposit was applied to your final two bills. Your final bill’s due date was December 2nd, and your refund cheque was printed on Wednesday, January 22nd, signed and mailed out on Monday January 27th. We apologize for the delay in receiving your cheque; the holiday season may have caused some delays in processing. Your cheque has been sent *** ****** **** and should arrive shortly.

  Customer Answer

  Date: 28/01/2025

  
  
  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,
  
  
  
  ****** ******

  Customer Answer

  Date: 10/02/2025

  This company reported to you that a cheque was mailed to me and to date have not received any cheque spoke with them today and they said the cheque was mailed on January 24, ** ********* * **** *** ** ******** **** ** **** ********* *** ** ** * ** * ****** *** *** ******* *** *** **** ****** *** *** **** * *****

  Business Response

  Date: 20/02/2025

  *****, our office mailed out a cheque on the date originally provided. Our cheques are sent via ****** ****, and we do encourage you to wait to see if the cheque does arrive. Unfortunately, because these are sent by ****** ****, there can be delays in receiving this cheque. 

  Customer Answer

  Date: 20/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  To date I have still not received the cheque that was supposedly mailed on January 22 

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

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

• Initial Complaint

  Date:09/10/2024

  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.

  Dear Better Business Bureau,
  
  I am writing to formally lodge a complaint against Provident Energy Company regarding an unresolved issue with my security deposit. ** ******** ****** ** *******
  
  On March 31, 2024, my tenant moved into my rental property and I was charged a $150 deposit for utilities as the landlord, although the move-in date was incorrectly recorded as April 1, 2024 instead of March 31st, 2024. My new tenant was also charged a security deposit for the same property of $300 as well as an account set up fee of $50. After receiving my bill in April 2024, I contacted Provident Energy to clarify the situation, that there was a tenant in the property and to explain that a mistake was made in the move in date. I was assured by the customer service representative that a refund of the $150 security deposit would be processed and that I could expect it within 2-6 weeks.
  
  I followed up on this issue by phone to their customer service department initially in April 2024, then again in June 2024 and again today, October 9, 2024, and each time I was told that the refund was on file and that it would be issued by check. However, it has now been six months to process the refund, and I have yet to receive the refund in the mail as was promised on three occasions.
  
  I am requesting your assistance in resolving this matter and ensuring that my refund is processed as promised and in a timely matter. Thank you for your attention to this issue.
  
  Sincerely,
  *****

  Business Response

  Date: 17/10/2024

  ***** and I spoke on the phone about the outstanding security deposit, advised her that I was going to have the cheque printed with the next batch and call her as soon as its signed to advise of the cheque issuing.

  Customer Answer

  Date: 07/11/2024

  I’m pleased to provide an update and to let you know that I received the refund in the mail from Provident Energy, and the issue is now resolved. I’m satisfied with the outcome.
  
  
  
  Thank you for your assistance!
  
  ***** 

• Initial Complaint

  Date:15/01/2024

  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.

  I would like to report an overcharging problem. I turned off the heat system (set thermostats to off) in December 2023 (entire month), but had a $13.56 charge in December 2023 bill.
  
  On Jan 9th, 2024, I called Provident and the customer service said it was because I open the window and told me to ask Property Management. I didn't think it was window problems because I turned off the heat so there shouldn't be any charge. I contacted property management office the same day and their technician checked and didn't find any problem. We turned off the fan coil and electric break, but the Utility Dashboard still showed heating consumption, so we suspected there might be an issue with the metering of the unit.
  
  On Jan 10th, 2024, I emailed and called Provident. They said I should complete a test, and they can only see the result after I completed the test. Below is the instruction from Provident (in email):
  "Please for a minimum amount of 2 hours turn your thermostat down to 18 Celsius or 65 Fahrenheit. After 2 hours (or more) please turn thermostat back up to 20-21 Celsius 68- 70 Fahrenheit. Please write down the hours you are conducting this test. " Since my unit temperature was above 18C and it’s heating, I did’t think it can get the temperature down to 18C. So I emailed back and ask if it's feasible. They came to this conclusion without testing and said they had reviewed the meter data for the heat consumption in my unit and did not see anything unusual about the readings, and it contradicted what they said before.
  
  On Jan 11, 2024, I called Provident, they said they can send a technician to my unit, but I have to pay $125 if it is not metering problem. I asked them in which case it's not considered as a metering problem and they didn't know the answer.
  
  I can still see the heat consumption now, but I didn't turn on the heat. Provident keeps charging me. I hope Provident can fix the metering problem and refund.
  
  Thank you so much in advance,
  *******

  Business Response

  Date: 26/01/2024

  the customer initially contacted Provident to complain about a $13.56 charge for thermal heating, our representative assessed the issue and determined that it could potentially be an issue with the fan coil and provided the customer a test that could have been completed. The PM then emailed Provident to advise that they had the unit inspected and that there was no issue with the fan coil. We have since spoken to the customer and have agreed to send a Provident technician out to inspect her meters. We will be waiving the fee as a good will gesture and our supervisor will be in contact with the customer directly after we receive our service ticket back.  

  Customer Answer

  Date: 06/02/2024

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

  
  Provident sent a metering technician to my unit on Thursday Feb 1st, 2024. The technician checked and told me it was not a metering problem and let me find a HVAC technician. The HVAC technician came and checked on Monday Feb 5th, 2024. The technician found the metering is still going even if we open the pipe. ****** *** *** ******** ******** It is a metering problem. I requested to replace the water meter. I sent an email to Provident but haven't get any reply. ******* *** ********* ** **** ** ****** ****** ** ***** * **** ** ****** **** ********* There is extra thermal heat charge in December 2023 ($13.56) and January 2024 ($7.76) and the water meter needs to be replaced.

  
  Sincerely,
  
  
  
  ******* **

  Business Response

  Date: 23/02/2024

  We have been in contact with the customer to have this issue resolved and have replaced the meter within the customers suite. We are currently waiting for the actual readings to come through in order to determine if a credit is warranted. 

  Customer Answer

  Date: 05/03/2024

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

  They replaced the thermal meter for me. I emailed and called provident 3 times to ask if I can get refund because it’s the thermal meter problem. But I didn’t get any responses yet.

  
  Sincerely,
  
  
  
  ******* **

• Initial Complaint

  Date:20/12/2023

  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.

  Hi
  
  I do not own this condo ******* ******** street in ******* and I continue getting getting bills under my company name ********** *********** corporation

  Business Response

  Date: 21/12/2023

  Attempted to contact the customer via phone but was unsuccessful. It appears that the customer has already spoken with Provident to resolve his issue and his issue had been resolved. The developer confirmed that the customer never took occupancy of the unit and the account has since been closed. Bills will be moved back to the developer for payment. There is no further action required on the customers part. 

• Initial Complaint

  Date:24/11/2023

  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.

  Hi,
  
  We have recently moved into the new del Condominium building called ******* as tenant in a 2 bedrooms and 1 bath *** ******** ** *** *** ******* ** * *** **** *****. The building insisted that we sign with Provident Energy company for our utilities (hydro, hot and cold water). Lease started in September, however, the unit was never occupied throughout September. In October after our move in, we received a bill of $400 to he paid October 3rd, which we did. And then we received another bill of $200 due November 1st, 2023 which we paid. And then we received another bill due November 30th, 2023. We contacted the building management and Provident to advise that there seems to be an error as they are billing us TWICE in ONE month when WE BARELY GET ANY HOT WATER IN THE UNIT, OUR HEAT/AC HAS BEEN OFF SINCE OCTOBER AS OUR UNIT IS SURROUNDED BY CEMENT AND IT GETS EXTREMELY HOT leading to nose bleed of our child. The building came and inspected everything we said including the humidifier we had to purchase. Provident reply saying that there was "late data entry" given the new building which still does not justify the bill. My husband is out 6 days a week, our toddler 5 days a week, same with me yet EVERY EVENING WE COME BACK THERE IS NO HOT WATER, WE SKIP SHOWERS, WE DO NOT HAVE THE LUXURY OF HAVING THE HEAT ON DUE TO CEMENT but our bill keeps on coming $200 flat every 2 weeks. We GET BILL BEFORE THE USAGE. We need them to stop ripping us off especially when we are suffering from the unit handicap. How do you get $200 for a unit that was NOT OCCUPIED IN SEPTEMBER? $400 utilities in less than 2 months and $400 (300 deposit). **** ** *******

  Business Response

  Date: 27/11/2023

  Hello *****, 

  After reviewing your account, kindly be advised that Provident does not bill you for heating or cooling. Your heating and cooling within your suite is unrelated to your Provident bill. Provident bills you for your hot and cold water, as well as your electricity.

  Your first Provident bill was generated on September 13th 2023 and was due on October 3rd 2023. That included your $300 security deposit. This bill was for consumption from August 1st to August 31st in the amount of $71.27 for consumption alone. Your second bill was generated on October 12th 2023 and was due on November 1st 2023. This was for consumption from September 1st to 30th. Your third bill was generated on November 10th, due on November 30th 2023. This was for consumption from October 1st to 31st. All of your bills were generated in separate months and you were never billed for consumption for the same month.

  Your due date is always 20 days from your bills generation date. Although you may have had a bill due in the same month, these bills were always generated in separate months and for separate billing cycles. 

  The majority of your consumption on your billing is for your hot water. It is typical to see water consumption on the higher end for multi resident households. Things that contribute to this charge are showers/baths, washing dishes, doing laundry, etc. Your hot water is typically one of the more expensive commodities due to gas being incorporated into the hot water rate. Your hot water rate on your current bill is approximately $8.37/ m3 and you used 11m3 on your most recent bill taking your hot water charge to approximately $92.00 alone.

  As a reminder, Provident does not set your buildings rates and all rates are set directly with the Local Distribution Company. 

  We assessed your consumption on a daily basis and do not see any red flags in relation to your consumption. No continuous flow, no large spikes, just consumption of hot water multiple times a day. There are multiple ways to reduce and better manage this and we'd be happy to provide you with the tools to do so. 

  We will have a supervisor reach back out to you directly to advise you of ways to manage your consumption and troubleshoot your meters for peace of mind. 

  Customer Answer

  Date: 21/02/2024

  This company keeps on billing us TWICE each month and at this point we are considering moving out of our condo. We advised our condo management of our intention ** **** ** ******* *** ** ******* *** ** ******** ******** ********** WE DO NOT KNOW WHAT TO DO ANYMORE AND WE HAVE NOT EVEN BEEN IN THIS CONDO FOR YEAR BUT WE WILL HAVE TO LEAVE should this continue. WE PAID ***** ***** $370 FOR A BILL DUE ON FEBRUARY 1st, 2024 AND THIS WEEK WE RECEIVED ANOTHER BILL OF $260 DUE FEBRUARY 27, 2024. NOT ONLY THEY BILL BEFORE CONSUMPTION BUT LITERALLY **** YOU OF YOUR MONEY. We did everything we can with these **********, they made us pay for 2 months of bill for a unit that was unoccupied as the condo building is still in construction as we speak yet we cooperate and paid them every penny. We lack hot water most of the time, we basically spent winter in the cold due to concrete and these ***** keep sending us back to our condo management with an excuse that they are not responsible of the heat and what not yet THE BILL EACH MONTH IS OUTRAGEOUS FOR A ONE BATHROOM UNIT. NO ONE IS BARELY HOME THROUGHOUT THE WEEK BUT WE GET TWO BILLS IN ONE MONTH. BASICALLY PAYING MORE THAN $500 FOR UTILITIES IN ONE MONTH FOR HEAVEN SAKE. ** *** ****** ******* ******** ******** ** **** ********* ** * ******** ** ******* **** **** * ****** ** ****** *** ****** **** **** ** *** **** ******* ***** ** ******* **** ******* ***** ********** ** ********** *** *** ******** **** **** *** **** ******** ** ****** ************ We will be reporting them to TRIBUNALS ONTARIO should this continue and to the appropriate ministry. We never seen a company that no matter how much you try to keep up with their **** they keep on asking for more money. WE NEED YOU TO STOP BILLING OVERBILLING US TWICE A MONTH. WE ADVISED THE CONDO THAT IF WE END UP MOVING DUE TO PROVIDENT, W* **** ** ******* * ****** *** *** ***** ** **** ** **** ** ****** ****** ** **** ** **** ***** ******** ******** *********

  Business Response

  Date: 01/03/2024

  This customer has been contacted previously with no answer from the customer end for resolution. The customer contacted our call centre on February 29th *** *** ***** **** *** ** *** *************** **** * ********** **** **** *** **** *** *** ******** ************* The customer has made a complaint about being billed twice when they have only received 1 bill for every 30 day period. The building manager already confirmed that there have been issues in the building in regards to the hot water temperature but unfortunately that issue is outside of Provident's scope of submetering. The property manager has advised the resident of this Via email. The customer also states that their units temperature is hot, it is important to note that Provident does NOT bill this unit for heating or cooling. We have directed the resident to their building to have this issue resolved. The majority of the customers billing is form her hot water charge. If there have been issues receiving hot water to the unit and the customer is running the water for extended periods of time to warm the water temperature up, this can cause increased consumption that the customer is seeing on their bill.    

• Initial Complaint

  Date:24/03/2023

  Type:Customer Service 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 tried many manytimes to get this company to stop calling me. After two years.
  I have been on the phone and emailing with no resolve.
  I owe them nothing. And the will not stop calling me no matter what i do.

  Business Response

  Date: 29/03/2023

  **** had advised that she was receiving multiple calls regarding to past due collection notices. After further investigation, it looks like her number may have been tied to multiple business accounts which was the reason for the calls. Provident has removed ****** phone number from our system and she has direct contact with our customer care supervisor who will look into any further issues if they do arise. 

• Initial Complaint

  Date:15/02/2023

  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 was with Provident from Jan 1 2021-Sept 2022, all of my bills were paid on time & my account was in good standing. Then Provident closed my account without informing me & used my account deposit to pay a bill in October 2022. (There was a balance owing to me at that point from my deposit that they did not reimburse me.) From that point I started receiving mail from Provident addressed to my unit with an unidentifiable name. I did not consent to these changes. I called Provident 3 times to rectify the situation each time spending over an hour of my personal time on the call, by the end of each call the rep ensured me it would be taken care of. It was not.
  
  Since they closed my account I have not received any bills or statements addressed to me, to my knowledge I do not even have a valid account with Provident. Their collections department contacted me saying I owe over $100 for usage for 1 month, I replied to let them know I have not received a bill with my account information or a break down of the charges and they did not replied. I applied for **** &there was an error with my application because I do not have an account with Provident. I contacted Provident multiple times since &none of my concerns are addressed, usually I don't get a reply, when I do it's a generic email saying I owe them money. They have compromised my personal confidential information by sending out double sided letters to other customers with my info, I receive ********* calls from the collection department daily *** **** ** ********** ********* ** ******* ****** ******. They've made an error and this has become a huge *********** inconvenience to me. I would like to be refunded for ALL administration fees from Sept 2022 until Feb 2023 or until this is resolved. I would like to have an account made in my name again, a bill sent to me with all of my accounts information & a break down of the expenses so I can apply for ****, A generous grace period to pay & removing all hits to my credit.

  Business Response

  Date: 21/02/2023

  This customer spoke with our Collections manager who was able to address all of her collections activity concerns. We have re generated her invoices for the period to which she was moved out of the unit in error and these invoices were provided to the customer via email. It appears a customer submitted a move in application for her unit and we were not notified by the tenant moved in in error or the tenant who was residing in the unit. The customer will be issued a credit for all admin fees for the bills that were incorrectly billed to the incorrect tenant. A payment arrangement will then be provided to the customer to pay off the remaining balance on the account. 

• Initial Complaint

  Date:23/12/2022

  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 received an unusually high energy bill from Provident this December 2022. ($523) Upon calling them a customer rep told me I could possibly have a leak that is going unnoticed. I called a second time & they sent me an email with info to do a self leak test in my apartment. I noticed no signs of leakage and called a 3rd time. I was then told my current bill is a catch up bill dating back to April 2022.
  
  Apparently their meters were not reporting accurately and I was not charged correctly on the bills I have paid since April. However, I believe their system/reporting is flawed. For the majority of the time, I was the only person living in my apartment & I don’t believe my usage of electricity, heat & water would result in a rate that high. This is also compared to last year’s bills around that time as well. I believe the $523 is inaccurate, especially since their meters were not properly reporting for the majority of the year.
  
  I was also not made aware that there was any meter problems & that my bills from April to November 2022 were not in “full.” If indeed this current bill is correct, which I have my doubts about.

  Business Response

  Date: 03/01/2023

  called customer in regards to their BBB complaint, one of customers requested resolutions was a bill breakdown. 
  firstly, apologized to customer regarding the phone calls advising of a potential leak, and advised customer this was not correct and that we have spoken to the agent and coached them on this issue for the future. 
  continued with bill breakdown for customer. Customer has been receiving estimates for 8 months for thermal, and 6 months for water. advised customer for 6 out of the 8 months of thermal estimates, they were only charged consumption for thermal twice, the rest were charged at 0. So the higher consumption of the thermal for the bill in question, is us collecting costs for all the thermal that was used, but not charged for. 
  Advised the same for water, compared actual read consumptions with estimates and advised that the difference is the consumption that was used but not paid for. 
  Customer advised they want to review bills on their own. 
  Advised customer I  have requested billing provide any possible breakdowns they have of the consumption and will provide over email. 

  Business Response

  Date: 10/01/2023

  In our previous conversation, the customer still had concerns regarding the catch up bill amounts. Advised customer that we would speak to the billing department to see what further breakdown i could provide. after speaking to the billing department, the customer was emailed a thorough breakdown of the catch up bill, and where these amounts came from and their relation to previous and current bill amounts.

  Customer Answer

  Date: 20/01/2023

  
  
  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,
  
  
  
  ****** ******