Complaints

This profile includes complaints for Omaha Public Power District's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Omaha Public Power District

  444 S 16th Street Mall Omaha, NE 68102-2608

  
• 

  Omaha Public Power District

  PO Box 3995 Omaha, NE 68103-0995

  

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:12/24/2024

  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.

  Omaha Public power district has poor fraud practices. They allowed someone to put a power bill in their name at my address and close my account. I own this home and live here. I'm not understanding how easily it is to just do this type of activity. This is fraud and I've contacted the police, my bank, and the register of deeds. This is a clear indicator someone is attempting to do fraud with my title to my home. I've also frozen all 3 credit reports because Oppd has allowed someone to infiltrate my account and home.

  Customer Answer

  Date: 12/27/2024

  I want them to implement a better system so people can't commit fraud and do this. They need to verify if someone has moved or requested the service to be switched. I've already gotten the other account removed.

  

  Business Response

  Date: 01/10/2025

  Dear ******* *
  
  We sincerely apologize for the inconvenience and extra
  effort you went through to protect your accounts and personal property as a
  result of the mix-up with the change in service on your OPPD account.  We
  hope you understand that we corrected the error as soon as it was brought to
  our attention and did everything, we could, to make it right for you.
  
  We are always looking for better ways to serve our
  customers and improve upon our practices and procedures. We will look for areas
  for improvement in our verification process before starting new service. We can
  share that this fall we will be launching a new digital portal called MyOPPD. Customers who enroll will be notified any time a change is made to their
  account. The new MyOPPD will also give customers the ability to
  view detailed information about their account in between bill cycles. This type
  of notification system does not exist today.
  
  We thank you for your feedback and appreciate your
  suggestions to help us better serve our customers.
  
  Please feel free to reach out to me directly if you have
  additional questions or concerns.
  
  Thank you,
  ****
  
  Customer Care Coordinator
  Omaha Public Power District
  ***********************
  *** ***** **** ******
  Omaha, NE 68102

• Initial Complaint

  Date:04/09/2024

  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.

  Today I received a disconnect, which I am not disputing. However, the customer service has been lackluster. I have been trying to get funds transferred for a week and a half and OPPD made 1 call to me a week ago that I never saw the voicemail for. They made 0 attempt to contact me since then. Then when the guy came out to disconnect service, he never let me know he was on my property. Aside from the fact that walking onto someone's property without attempting to tell them is highly disrespectful and unprofessional, had he let me know he was there I would have woken up and been able to make the necessary payment saving him time and saving me the reconnect charges that OPPD is now going to happily over-charge me for 60 seconds of work when everything could have been avoided had they attempted to communicate with me. I'm very disappointed in the lack of professionalism.

  

  Business Response

  Date: 04/11/2024

  We apologize *** ****** that you were disappointed in our lack of professionalism by disconnecting with our further contacts. As we mentioned during our call yesterday for the safety of our field personnel they do not knock on your door when coming to disconnect services. We provided notification by mailing the disconnect notice with the due date and a follow up call two days prior to the potential disconnect. We have made note that you would have liked additional notifications, this will help us in the future. 

  Customer Answer

  Date: 04/11/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I still believe it is in the best interest of everyone to attempt to alert homeowners before accessing their property. It is a matter of respect and there needs to be something in place to maintain employee safety while also respecting a customers property. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very very simple I have been trying to locate my account number so I can pay a bill online and I probably tried thousand different ways and I cannot get one live person. It’s absolutely the most frustrating deal I’ve dealt with a long long time. All I want is an account number then I can pay my bill online because it’s not recognizing my Phone number online either as another option to look up my account all I wanna do is talk to somebody get my account number and pay my bill. And like I said zero way to get a hold of live person. I can’t simply call to get an account number. Talk to one person then how do I pay my bill so that’s that’s it I want.

  

  Business Response

  Date: 04/09/2024

  Thank you for reaching out to OPPD, we are sorry that *** ****** had so much trouble finding his account number and trying to reach one of our customer service representatives. Customers can find their account number on their monthly statement and for those customers like *** ****** who are set up for paperless billing will find their account number within their My Account at *************  Which was created when he started service. 

  We do not have a specific option for customers to look up their account number online, however we do offer a one-time payment option where if the customer enters the telephone number and the last four of the social security number that matches their account it will pull up the account balance and also provide their account number. Because *** ****** *s enrolled in automatic payments to waive the required security deposit, manual payments are not allowed and therefore the use of the one-time payment option/form would not have been available to him . This was explained within the terms and conditions when enrolling in auto pay. 

  When calling into customer care our phone system will ask customers to verify their account with their phone number and last four of their social security number, if it matches they will be given an option to speak with a representative by pressing #2, make a payment by pressing #1 or report an outage by pressing #3. If a customer is new to OPPD they will be transferred to a representative right away. We do have the correct information on hand for *** ****** therefore he should have been able to reach a representative. 

  We did reach out to *** ****** this morning (4/9/2024) unable to reach him and left a voicemail with the detail he was looking for and explained he is not able to make a manual payment. 

   

  

  Business Response

  Date: 04/15/2024

  We have reached out twice to *** ****** - leaving a Vm in the first attempt and not heard back. We did provide his account # and how to find it in the future. 

• Initial Complaint

  Date:05/10/2023

  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 moved out if my apartment in June of 2021. They are trying to charge me money for services after I moved out and threatening to send this to collections.

  

  Business Response

  Date: 05/11/2023

  Mr. ****** billing was extended past his move out date because we were not notified that he had moved. We did reach out to his previous landlord for confirmation of his move out date and they have accepted the charges from October 2022 to March 2023, we have updated the balance on his account and will send a new final bill. This information has also been sent by email as the phone number provided did not go through.   

• Initial Complaint

  Date:04/28/2023

  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 called to have change of service address back in Nov of 22. When I called they said it would be handled. Great! Well not so great 3 months later they did not have that service changed and we were being billed on the old address. The apartment complex we lived in called to address this. So, I called OPPD to straighten it out. We got the correct service address they then took our auto debit off of our account. We also got an official letter that stated our bill was around *** but it the portal to pay it was reflected it was *** so we did not pay it because we figured they were still straightening out the bill. Then this month we got a notice of shut off because the bill hadn't been paid. When trying to figure out how much we owe their billing does not reflect what was discussed over the phone. It has cost me significant time loss 6+ hours of on hold with different employees trying to figure this out all because the first person did not do their job. Not to mention a most recent employee instead of trying to explain the billing just kept saying "you just don't understand" and was **** ****.

  

  Business Response

  Date: 05/01/2023

  Good afternoon Mr. *******, 
  I apologize that you had this experience with us while simply transferring your service and getting then getting the billing corrected.  I assure you this is not the experience we want our customers to have. We will take all steps necessary to make sure this does not happen in the future. I did send an email to you at the email on your service account. Please let me know if you have any questions. 

• Initial Complaint

  Date:12/20/2022

  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.

  Why has OPPD placed a Delivery and Distribution Charge of approximately **% of the total billing since their billing statement of 8-16-2022. Thank you Carl
  

  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/12/27) */
  We reached out to Mr. *********** on December 22, 2022 to discuss his concern. Mr. *********** advised us that he meant to reach out to the BBB regarding a different utility, not OPPD.