Business Profile

Electric Companies

Evergy

Headquarters

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Complaints

This profile includes complaints for Evergy's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

113 total complaints in the last 3 years.
30 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/12/2022
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.
Hello my name is ***** ******** I was scheduled to move into my apartment on 10/11/2022. While packing up a truck and trailer I received a call from the apartment management group advising me that the power company, Evergy, has turned off the power to my unit. This interruption, as I am told, was due to repair work done at junction that supplies the electricity to my unit. I was further advised that an inspection had to be done by the City of Lenexa and Every. I was told that the inspection would happen between 7 and 10 business days. I was literally moving in that afternoon and now I am unsure what I am going to due for living arrangements.
I know for a fact that the power was on earlier that day because I was there singing papers and doing a walk through of the unit. All lights and appliances were working. I cannot wait for 7-10 business days for an inspection of service that was working the same day. I need your help in expediting the inspection process. I took vacation this week to get moved and to settled in. It is not easy to get time off from my employer. Any assistance is greatly apricated.
I have contacted Evergy and they refuse to expedite the inspection even after explaining my moving circumstances.
Business Response
Date: 10/13/2022
Our response is attached.
Our records show that Mr. ******* requested electric service at his new apartment effective October 11, 2022. We were
unable to complete his request because the meter clips inside the meter can were defective. The apartment complex
was aware of this issue prior to renting the apartment to Mr. *******. Their electrician was supposed to coordinate the
repairs and post inspection with one of our designers, but that never happened.

The apartment complex manager confirmed that the meter clips had been repaired when we spoke to her on October
12, 2022. We inspected the meter can on October 13, 2022 and issued a turn on order for Mr. *******. This has been
resolved.
Initial Complaint
Date:10/12/2022
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 am on an average payment plan. My bill for months has been $301.10. The month of September it went up to 328.10. This month of October is has risen to $367.10. When we enrolled in this average payment plan Evergy explained in detail that our bill would be "around" the same give or take a few dollars. Now evergy is telling me that in fact the average payment plan in fact does NOT save you money because at the end of the year we WILL pay it back. This is unlawful on so many levels. What this company is doing is NOT for the better of its customers. When I've called the past 2 times the workers tell me they can do NOTHING and that's the way of the world now. They are ripping people off, they do not explain the fine details when offering a "promotion" aka average payment plan. This is stealing and quite frankly they should be ashamed of themselves. I do not recommend this company to anyone.
Business Response
Date: 10/12/2022
Our response is attached.
Our records show that Ms. ********* Evergy account is on a 12-month pay agreement and our average payment plan
(APP). Her current bill includes the final pay agreement installment in the amount of $60.10 and APP charges in the
amount of $307.00.

The monthly APP amount is adjusted to avoid a large balance accumulating in the APP settlement account. For
awareness, the APP settlement account is where we track the difference in the APP amount that a customer is billed for
and their actual usage each month. (Ex. #1 - Customer is billed $100.00 on APP but actual amount was $150.00, $50.00
goes into the APP settlement; Ex. #2 - Customer is billed $100.00 on APP but actual amount was $75.00, -$25.00 goes
into the APP settlement). Our records show that Ms. ********* APP settlement balance will be $279.00 after she pays
her current bill, so she has been underbilled up to this point.

APP has never been promoted as a way to save money. APP is a budgeting tool that allows customers to spread their
usage out as evenly as possible over 12-months. Our records show that Ms. ******* heats her home with electricity, so
she benefits from the program during the summer and winter months. Ms. ********* claim that she will have to pay off
her settlement balance at the end of the year is also untrue. The balance in the APP settlement account will continue to
fluctuate and there will be times where she is overbilled (spring and fall) and times where she is underbilled (summer
and winter). The settlement balance will only be due when she cancels service or cancels APP.
Initial Complaint
Date:10/06/2022
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 was notified by a **** representative in late July early August about a meter electric meter that needed to be replaced on my property I was told that I have about 2 to 3 weeks to get some plastic already at my siding removed on all four sides so that the meter can be replaced however when the work was completed I received the bill for the month of October that was a lump sum of about between two and $300 that needed to be paid immediately which would be October the 28th according to the bill my problem is this I've been living in this house for 39 years and I've never had a utility company do some work and then escalate the bill up to 400 I'm sorry $300 and one love some I'm going to fix the income I get a pension and I feel like what they should have done is basically forgave the bill simply because they said that the reason why I was escalated so was cuz they went back and pulled up records to see where I had used electricity and wasn't paid and I didn't pay for it that's not my my fault and even if they still want to stick me with it at least give me a reasonable time to pay for it you you escalated this bill and I'm not the electric company you are why would I have to escalate the bill and pay for it all at once when it was a mistake on your part it's not my fault that my electricity box wasn't being monitored properly that's definitely on **** and I feel like I shouldn't have to pay all of that at one time and I'm not saying that I won't pay for it, I really can't but I could do a better job with it if it was split up a little bit until payments on that amount every month until it's satisfied but to just all of a sudden send me a bill with that type of payment on there is just ridiculous and I feel like it's unfair I want it investigated as soon as possible. Going back recharging me for services that you missed is not agreeable with me..Rather cruel, not customer friendly. ***** * ***** ******************* ************ ****
Business Response
Date: 10/10/2022
Our records show that Ms. ******* electric meter stopped communicating. This prevented us from obtaining remote
reads and forced us to estimate her bills instead. We made multiple attempts to replace the meter, but we were unable
to do so because the siding on Ms. ******* home was installed over the meter can lid. We sent Ms. ***** letters in May
and July, which both stated that the issue needed to be corrected or her service could be disconnected.

Ms. ***** fixed the siding, and we replaced the meter on 9/2/22. We sent a bill in the amount of $421.96 on 9/8/22.
The bill included $230.98 (final read) and $191.08 (past due balance). It is important to note that the new charges in the
amount of $230.98 were based on an actual read from the old meter, so the charges are valid.

Ms. ******* account was already on a 12-month pay agreement that broke due to non-payment on 7/5/22.
Unfortunately, her account is not eligible for another long term pay agreement. However, we are willing to offer a 4-
month arrangement as a courtesy. She will need to pay $69.00 and report the payment to a CSR to initiate the 4-month
plan.
Customer Answer
Date: 10/13/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***** *****
Initial Complaint
Date:09/21/2022
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.
09/06/2022 I had to call in to evergy because my husband had an account prior and put in a service request to have his turned off on 09/09/2022.
I had a service request for mine to be turned on 09/06/2022. They turned off the electric with no notice.I called and they told me I had a prior bill.I spoke with ***** ,a supervisor and she agreed to turn it on if i paid my bill by friday of 232.65.I paid that and then they tacked on my husbands bill and also billed me from July to september. I wasn’t in the home and we are two different individuals.I am disabled with a heart and many more conditions.I also have in my home two disabled adults.One of them has a brain tumor with seizures if he gets too hot.They had no right turning the electric off without notice. They also have no right to make me pay my husbands bill. I filed a complaint with the *** and they removed everything only to put it back on 5 days later! This time plus current charges of over 570$ so the bill is 1555.00 and I haven’t been back in the home but 13 days. No way could I have used 4600 KW ! They got another call from me and told me they investigated and my husband is living here,which he is not! I gave them my divorce decree! which is private information. I feel violated in my rights as an individual.I want the prior bill wiped off because I didn’t incur it and also I want the current charges adjusted because they are not accurate. Another thing was I got locked out of my online evergy account. All of this is illegal practice.
I want this resolved.Difference between me and husbands bills in pictures!
Business Response
Date: 09/22/2022

Evergy is regulated by the ****** *********** ********** *****. The general terms and conditions (GT&C), which are
approved by the ***, state that we can deny service when a customer makes false claims to obtain service. The GT&C
also allow us to hold two parties responsible for a balance, regardless of the name on the account if the debt is incurred
together and both parties continue living together.

We have confirmed through multiple sources that Ms. ****** and her husband incurred the debt together and they are
still living together. Therefore, her claims that she is just now moving in and that her husband moved out are both
untrue. This information has been shared with the *** and they agree with our position that the balance will not be
removed until Ms. ****** provides proof of her husband’s new address.
Customer Answer
Date: 09/22/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:

We are not living together but going through divorce and he doesn’t not reside here even though his mail still comes here.
He is a truck driver and also stays with friends .He has no electric in his name where he stays.
I am a different individual who moved in September 6,2022 and should not be billed all the way back to July of this year. I will continue to fight for my rights as it is not a community property state.His credit is his and my credit is mine. I will take this to the national commission if *** refuses to follow up. I am disabled and so are my adult children. I can get a medically necessary proof the electric has to stay on. I will also obtain a lawyer on this matter. Also my meter needs to be checked into for all these readings.There is no way I used over 4000 KW hours just moving in here September 6 and shouldn’t be charged on assumption of what I will use!

Regards,

***** ******
Business Response
Date: 09/22/2022
Our response is attached.
We are sorry to hear that Ms. ****** rejected our response, but our position on this matter has not changed. We
completed an investigation and determined that Ms. ****** has been living in the home with her husband. This was
confirmed by more than one source, and it contradicts her claim that she is just moving into the home.

Please refer Ms. ****** to section 5.01 A (6) of our General Terms and Conditions, which states that providing false
information to obtain service is grounds for denying or discontinuing service. As stated in our initial response, this
matter has been reviewed by our regulator, the ****** *********** **********, and they agree that Ms. Graves
options are to pay the balance or provide proof of her husband’s new address.
Customer Answer
Date: 09/22/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:

I did not provide false information.
I am
who I say I am
and what false information? My soon to be ex husband does not live in the home.
Im going to pay the bill per payment arrangement and I will be watching my bills .
Just know that I am not a liar and Me and my sons are disabled on a fixed income.
People who are going through divorce and are separated should not be liable for the others bill and usage.He got off way cheaper than I did.I take care of disabled adults. Also I made a complaint about Evergyand get a response with an old *** letter to them?
and

Regards,

***** ******
Initial Complaint
Date:09/13/2022
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.
Evergy is my electricity provider, during the days of September 4th and 5th I experienced multiple power surges at our home that ended up destroying a coffee machine, garage door opener, multiple lightbulbs, and causing an outlet to spark in our home. A lineman from evergy showed up a few hours later and stated “there is something wrong with that pole, I’m going to fix it.” He had our power out of service for an hour or so and seems to have fixed the problem.

When submitting a claim to evergy they stated they are liable for no damages unless due to gross negligence. My complaint is that we have no other options to use in this area so these companies can treat us however they like. It is ridiculous that we allow monopolies such as this that provide terrible service, charge astronomical rates, and then provide zero customer service. I am simply asking for them to replace the items they damaged due to faulty equipment but apparently that is too much to ask.
Business Response
Date: 09/14/2022
Our response is attached.
Our records show that Mr. ****** experienced blinking lights on September 4, 2022. His electric service was
disconnected from 5:40 PM to 6:16 PM, so we could safely make repairs. Mr. ****** called on September 7, 2022, to
report that he had lost a garage door opener, coffee maker and several light bulbs. We sent a damage claim form to Mr.
******.

A claims analyst reviewed Mr. ******’s claim and determined that we are not responsible for the damage based on
sections 3.09 and 3.17 of our rules and regulations, which are approved by our regulator, the Missouri Public Service
Commission. It is important that Mr. ****** understands that we do everything we can to provide uninterrupted power,
but occasional irregularities and/or interruptions are unavoidable. Therefore, it is his responsibility to install surge
protection equipment on his entire home or individual appliances.

3.09 Continuity of Service: The Company will use reasonable diligence to supply continuous electric service to the
Customer but does not guarantee the supply of electric service against irregularities and interruptions. Except where
due to the Company’s willful misconduct or gross negligence, the Company shall not be considered in default of its
service agreement and shall not be liable in negligence or otherwise for any claims for loss, expense or damage . . .
regardless of cause.

3.17 Liability of Company: Except where due to the Company’s willful misconduct or gross negligence, the Company
shall not be liable in negligence or otherwise for any claims for loss, expense or damage . . . on account of fluctuations,
interruption in, or curtailment of electric service; or for any delivery delay, breakdown, or failure of or damage to
facilities; or any electric disturbance originating on or transmitted through electric systems with which the Company’s
system is interconnected, act of God or public enemy, strike, or other labor disturbance involving the Company or the
Customer, civil, military or governmental authority.
Initial Complaint
Date:09/01/2022
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.
Placed an order for a DIY smart thermostat via the Evergy Thermostat Program in July. The order completed without issue. Contacted Evergy this morning to check on the status and was told that the order didn't go through, that I was ineligible for the DIY program but AM eligible for the PRO program for an additional $50. This is called a bait and switch and is a shady business practice.
Business Response
Date: 09/02/2022
Our records show that Mr. ******** attempted to enroll in the DIY thermostat program that we offer. We discovered that
a prior resident in the apartment had already received a thermostat, making Mr. ******** ineligible. The only option
available was the professional installation option, which costs $50.00. Our products and services manager agreed to
refund the $50.00 charge. We will be reaching out to Mr. ******** later today or early next week to confirm the refund.
Please extend an apology to Mr. ******** for any inconvenience this caused.
Customer Answer
Date: 09/06/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Their quick response was quick, considerate and appreciated.

Regards,

***** ********
Initial Complaint
Date:08/22/2022
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.
My energy bill spiked in July and I noticed had power issues. like turn on dryer and the lights would get really bright. Turn on the microwave the light and fan would sim down. So I looked online and turned in the issue to evergy. They sent a tech out and found a broken neutral line at the pole goin to my house. I contacted evergy about the bill the lady didn’t seem to understand me. I told her the line coming to house had a broken neutral line so power wasn’t being regulated. She told me would send out paperwork to dispute bill never received it. Tried contacting couple times no luck. All u have to do is google broken neutral line and explains getting to much power cause it’s not regulated correctly. I don’t understand why they don’t see how I could go from couple hundred to almost 500 in less than a month. And knowing the tech fixed the line know it’s back to normal usage and bills over 130 cheaper.
Customer Answer
Date: 08/23/2022
I had a broken neutral line coming to the house. Started all kinda problems from light getting extremely bright to really dim and even power loss enough to reset electronics. I turned in the problem tow evergy. The tech came out said broken neutral line at the pole. I contacted evergy about my bill cause went up 200+ dollars. The lady argued with me that does not matter. She was supposed send me paperwork to dispute bill never got it. I’ve tried couple times since to contact no luck.
Business Response
Date: 08/24/2022
Our records show that Mr. ******** submitted an electrical trouble ticket at 1:41 AM on July 2, 2022. We dispatched a
troubleshooter, who determined there was a broken neutral wire at the pole. The troubleshooter completed the repairs
at 2:30 AM, which was less than 1-hour after the issue was reported by Mr. Thornton.

An engineer from our distribution system engineering group confirmed that a bad neutral wire would cause low voltage
on some 120V outlets and high voltage on others. It would not have any impact on large appliances such as the air
conditioner or water heater because they run on 240V. Per our engineer, a bad neutral wire would leave appliances
susceptible to damage, but it would not cause a spike in usage.

Our meters only measure total consumption, so it is impossible to confirm what appliance(s) caused the increase in Mr.
********** bill. High bills during the summer months can almost always be attributed to the air conditioner, so we must
assume that is the case here. Unfortunately, we are unable to provide the refund that Mr. ******** is requesting.

Thank you,

***** *****
Sr. Customer Relations Advisor
Evergy
**** **** *** **** *****
****** ***** ** *****

*Disclaimer*

By contacting the Better Business Bureau for assistance with resolving this issue, the customer has implied consent to
share potentially confidential account information with only the Better Business Bureau as it relates to this complaint.
Evergy requests that the Better Business Bureau not share publicly any confidential information when posting this
response.
Customer Answer
Date: 08/24/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*** ********
Initial Complaint
Date:08/21/2022
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 from an apt in ******* ** **** **** on 9/30 /2021. I was responsible for the payment until the billing date in mid October, which I have paid. Evergy is billing me even into December of 2921. They are billing me for electricity being used by ******* ** **** ****, apt I which the were remodeling. The manager of the complex, ******, assured me that they have paid evergy for that use. I have written and explained, plus sent document of end of contract as 10/1/2921 to Evergy for 4 consecutive months, they still bill me and now they have a collection office. This is utterly insane on their part and they should stop.
Business Response
Date: 08/22/2022
We received your request for response to *** ******** complaint. Our records show that Ms. ****** requested to
cancel her electric service on December 21, 2021. We issued a turn off order and obtained a final read on December 22,
2021. There is no record of Ms. ****** requesting to cancel her service prior to this date.

We have spoken to Ms. ****** several times and advised her that she is responsible for the electric service provided
through December 22, 2021 (the final read). There is no record of the complex paying the balance as Ms. ****** stated
in her complaint. We are unable to bill the complex or require them to pay the outstanding balance. Ms. ****** will
need to discuss this matter with the complex if they agreed to pay the balance or reimburse her.

Thank you,

***** *****
*** ******** ********* *******
******
**** **** *** **** *****
****** ***** ** *****
Initial Complaint
Date:07/27/2022
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.
To whom it concerns,
Operations:
We are a property management company that deals in residential and commercial properties. One of our duties is to pay electricity at said properties. When we do this, we pay via a physical check that comes with a check stub that list each property out and their allocation. We also include the payment stub that comes with each invoice Evergy sends us.
Problem:
Evergy has NOT been applying these payments correctly. We've received notices that properties would be disconnected even though they've been paid for. Evergy can't tell us why our checks aren't being applied in full. They went as far as to tell us a check only cleared for a portioned amount, even though my bank cleared the check in full and the funds were removed.
Solution:
Evergy needs to be applying our payments EXACTLY as we request. I send all the allocated amounts and account numbers with each payment. There should be NO reason they don't apply it as we authorized. They're stealing money (they told us they found a credit but never decided to use it or refund it back) so they're just holding onto our funds without properly allocating them to the properties we've requested. This causes many issues as sometimes tenants are at risk of having their utilities shut off even though the bill has been paid. We've tried MULTIPLE times to get them to correct this behavior and nothing is working. We feel like we're being scammed at this point as we have had to double pay for electricity to ensure our tenants have power.
Business Response
Date: 07/28/2022
We received your request for response to ***** **********’s complaint. Our remittance department confirmed that
check #*** in the amount of $1163.59 was received on June 8, 2022. The payment was accompanied by ********
******** ************ payment breakdown that totaled $1163.59 and bill stubs that totaled $1321.76. The full
payment was applied to accounts managed by ******** ******** *********** Therefore, Mr. ************ claims that
we are stealing his company’s money and they are being scammed are both untrue.

It is important that Mr. ********** is aware of how payments are posted when multiple accounts are being paid with
one check. As noted in the first paragraph, the check was accompanied by ******** ******** ************ breakdown
and the bill stubs. It is the bank’s policy to post to the bill stubs if they are submitted with the check, which is why the
payments were not allocated as Mr. ********** was expecting. This will not be an issue in the future if he submits a
check and the stubs or a check and the breakdown, not both.

We encourage Mr. ********** to contact our customer service department at ************ if he has any additional
questions or concerns.

Thank you,

***** *****
Sr. Customer Relations Advisor
Evergy
**** **** *** **** *****
****** ***** ** *****

*Disclaimer*

By contacting the Better Business Bureau for assistance with resolving this issue, the customer has implied consent to
share potentially confidential account information with only the Better Business Bureau as it relates to this complaint.
Evergy requests that the Better Business Bureau not share publicly any confidential information when posting this
response.

Internal Use Only
Customer Answer
Date: 08/01/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because: The bill stubs that we included also added up to the check stub amount. Please refer to the Amount Enclosed portion referenced on each pay stub.
We were also contacted by your department sometime ago specifically requesting us to include the Bill Stubs WITH the Check stub. Please advise. I can also include ALL the bill stubs from that check but right now I'm limited in the number of attachments in a response (4). Included in the ones you miss applied.

Regards,

***** **********
Business Response
Date: 08/01/2022
We received your request for response to Mr. ************ rejection. A spreadsheet that includes the totals of the bill
stubs, the payment breakdown created by Mr. **********, and the amount that posted to each account, is included in
the attachments. This document shows that the total of the bill stubs is $158.17 higher than the breakdown and the
check.
We took a deeper look at the accounts and confirmed that the payments were applied exactly as Mr. **********
requested on his payment breakdown. Therefore, it is not clear what he is disputing. If Mr. ********** had issues with
previous payments not posting as requested, our initial response would still apply. It is important that he understands it
is the bank’s policy to post to the bill stubs if they are submitted with the payment. Therefore, we ask that Mr.
********** sends the check with the bill stubs or his breakdown, not both. He just needs to ensure that the account
numbers are included on the breakdown and that will ensure that the payments are applied correctly.
We would be happy to speak to Mr. ********** if he has any additional questions or concerns
Customer Answer
Date: 08/02/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because: You're confused to the problem. Why was the $198.77 not posted to account ********** ***** ******** **** and we had to resubmit payment? The total of the Amount Enclosed on the Evergy Bill stubs equals to $1,163.59. Why did we have to double pay for that again? Your spreadsheet clearly shows that amount should have been allocated to that property so why wasn't it?

Regards,

***** **********
Business Response
Date: 08/02/2022
I see that Mr. ********** rejected our response again. I attached a copy of the bill and payment history that confirms the $198.77 payment posted on 6/8/22, so his claim that they did not get credit for the payment is untrue.

We sent a new bill in the amount of $263.78 on 6/8/22. They paid $65.01 on 6/27/22, which reduced the balance to $198.77. These are new charges and have nothing to do with the 5/9/22 bill in the amount of $198.77. The amounts matching just appear to be a coincidence.

At this point I think it would be best if he is instructed to contact our call center at ************ to discuss this matter further.
Customer Answer
Date: 08/02/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:There is no coincidence. You guys failed at properly allocating those expenses. If the payment was posted why was service shut off at **** ******** and we had to make an emergency payment in the EXACT same amount as the original missing amount?

The problem is **** ******** had power shut off. We paid the bill on time. Why was power shut off at **** ********?

Regards,

***** **********
Initial Complaint
Date:07/18/2022
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.
We have been on the average payment plan and the bills have been close to $500. I thought they would look at previous bills to decide average payment and they looked at the winter months which they say should be cheaper but ours is always more expensive I can not afford close to $500 a month every month so I have asked to get off the average payment plan but the lady I called was trying to charge me over $700 to do so when my actual bill was only $218.38. and an unbilled amount of I believe less than $40 so it should be less than $300. On my bill it says that if we decide to get off the payment plan my account will be charged $241.21 as the settlement balance which is the difference between actual cost and the unbilled amount but they are telling me I have to pay my bill of the average payment plan $487 plus $241.21 which does not make sense because I only owe $216.22 on this bill with a barely close to a $30 unbilled amount
Business Response
Date: 07/18/2022
We received your request for response to ****** ******’s complaint. Our records show that Ms. ******** Evergy account
is enrolled in the average payment plan. Ms. ****** contacted our customer relations center on July 11, 2022 and our
CSR correctly advised her that the total account balance is $728.21. We would be happy to go through the bill and
payment history with Ms. ****** or provide documentation that she can review at home. Please instruct her to call ****
******** if she would like to discuss this matter further.

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