Complaints

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

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  NV Energy

  6226 W Sahara Ave Las Vegas, NV 89146-3060

• 

  NV Energy

  6100 Neil Rd Reno, NV 89511

• 

  NV Energy

  PO Box 10100 Reno, NV 89520

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:07/31/2023

  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.

  Last month my bill was $230.75. I made a payment of $230.75 to put my account balance to $0. Instead of my payment applying to my bill, it went to flex pay which seems to be some mysterious separate account amount? Now my current bill is $400+ because my payment never applied to my actual bill, it applied to flex pay. Where is my money actually going? I just made another payment of $200. And yet after my payment, my bill balance is still $317. How does that make any sense? The flex pay program is a complete scam that is not helping people but hurting them even more. I would like my bill adjusted to show my payment amounts.

  Business Response

  Date: 07/31/2023

  Flex Pay is a pay-as-you-go service, similar to filling your gas tank in your car prior to driving, Flex Pay allows customers to pay-as-they-go, subsequently allowing more flexibility to customers when making payments. In addition, customers can roll any past due amounts into their ************** allowing the customer to pay off the balance over time. Due to the fact that Ms. **** had a past due rolled into her Flex Pay, each time a payment was made, 15% of the payment was applied to her past due. When a customer makes a payment, they receive an advisory that details the number of days that are left before additional funds will be required to be reloaded, avoiding any surprises. All Flex Pay payments are posted to the customers charges. Additional information regarding Flex Pay can be found at the following link, nvenergy.com/account-services/payment-and-billing/flexpay/FAQs 

  After reviewing Ms. ****** account, it appears she has requested to be removed from Flex Pay and will resume regular billing. 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20400196
  
  I am rejecting this response because: this was not explained to me when I enrolled in the flex pay program. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/02/2023

  All NV Energy customers are required to accept the terms and conditions of the Flex Pay Program prior to their enrollment being approved, therefore, the information was disclosed to Ms. **** during the enrollment process.   

• Initial Complaint

  Date:07/20/2023

  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.

  I'm concerned as this is the second time I was provided inaccurate information from the representatives at NV Energy. This has caused me hardship and left me in a position to go without other necessities for me and my children. This last incident happened the week of June 12th(either the 13th or 14th) when I called regarding a deposit being applied to my account. I spoke with the rep about options to waive the deposit, at which time she informed me that I could set up auto-pay to waive the deposit. I then informed her of my previous experience and concerns about setting up auto-pay as I was double-charged the 1st time. I informed her that the initial deposit was waived without having to set up auto-pay because of the double payment and inaccurate info provided originally. I told her I was concerned that it might happen again.I then informed her of a manual scheduled payment that was already set up and asked her to confirm if it would draft automatically from my bank account with the changes we were making to waive the deposit. She confirmed that she could see the payment but would not draft it. She advised that I would need to make another manual payment for the June 28th bill as the statement had already been generated, and the auto pay would need a cycle to kick in. On June 20th, I was charged $226.48, and a second charge of $ ****** on June 21st. I then called to complain about it and spoke with a supervisor on the 21st or 22nd. They were supposed to pull the call and follow up with me to file an official complaint. I have not received a response since. At this time, it's very concerning that I've experienced this twice within one year. I would like to waive the deposit and keep my account off autopay.

  Business Response

  Date: 07/24/2023

  NV Energy reached out to **************** and advised the $340.00 deposit has been waived.  

• Initial Complaint

  Date:06/29/2023

  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 enrolled in an equal payment plan and when i had to move out of my apartment due to a domestic violence and stalking situation i had to shut off my electricity of course. Unbeknownst to me nv energy decided to send me a final bill to my attackers address for $800.00 . I reached out to them and they had zero empathy first off they stated they charged me because i was using more energy than what being charged for. I was already paying over ************************************** an apartment so the overage and charges that nv energy hicked up is obsurd i pay my bills on time with them on the epp every month. And not once not even as a courtsey did they reach out and state that i was supposidly being under charged for my usage. Instead they wait till i move to bill me 800 dollars? I cant even set up a payment arrangment they expect me to pay ******************************************************************************************************************************************** my name. Nv energy is dusgusting and refusal to work with people in these times when the cost of living is so expensive is horrible shame on them

  Business Response

  Date: 06/29/2023

  Equal Payment is determined by averaging the prior 12 months of energy usage at your home, allowing customers to pay the same each month. Equal Pay is not a discount or reduced rate, rather is designed to assist customers with managing their finances while encouraging energy conservation. By averaging a customer's past ********************** bills to determine a monthly payment,, high seasonal bills that can be experienced during the extreme hot or cold weather months can be avoided. However, usage patterns and weather are subject to change resulting in higher usage than the previous year. Because of this, we advise customers to continue monitoring their actual usage and we offer suggestions for energy conservation to keep actual costs low. Each bill while enrolled in Equal Pay displays all actual amounts that would be due if not enrolled in Equal Pay, as well as the Equal Pay amount due. The Equal Payment Terms & Conditions by going to www.nvenergy.com/terms/equal-payment.

  Unfortunately, when **************** cancelled services, her actual charges totaled more than she had paid for the year, resulting in a large balance due. Due to **************** account being assigned to a third-party collections agency, NV Energy is unable to set up arrangements on the outstanding balance. 

  Please refer to the below collection agency for payment options. 

  Business & Professional customer service ************. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20252538
  
  I am rejecting this response because: i was not formally informed or notified that this was going to happen i was already being over charged in my small apartment by nv energy and paid my bill on time not once in the 3 years i lived there was i notified this was going to happen or that i was overusing electricity . Nor was i informed it was sent to collections nv energy refusal to work with a victim of domestic violence is disgusting and this is not acceptable
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/29/2023

  **************** enrolled into the Equal Payment Program in June of 2020. Her July statement dated July 17, 2020, included an insert with the Equal Pay Terms and Conditions which explained how the program works, including the following statement: "If you use more energy than the estimated average, you will be billed for the difference." IN addition, the Equal Pay terms and conditions are also listed on NV Energy's website.   

• Initial Complaint

  Date:06/29/2023

  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 was charged another deposit of $355 . Ive never had my service disconnected from non payment. Over 20 years. Just this year NV energy has tried to bill me for deposits at least 4 times and I have called repeatedly. I do not think i should pay a deposit due to the fact my energy has never been shut off. So please NV energy fix this problem. Its not ok.

  Business Response

  Date: 06/29/2023

  NV Energy's credit policies state that a residential customer is not required to pay a deposit if their credit rating is satisfactory. A satisfactory credit rating is defined as having 12 consecutive months of service with: 0-3 late fees, 0-1 returned items, and/or 0 disconnects for non-payment. Although ****************** has not been disconnected for non-payment., he has received more than 4 late fees in the last 12 months, resulting in the $355.00 deposit being assessed. Monthly payments are due in full each month by the due date as stated on the billing statement, however, so long as the payment is received by NV Energy prior to the customers next meter read date, no late charge is assessed. As a courtesy, I have waived Mr. *************** deposit, however, should another late fee be assessed, the deposit will be charged to the account and will not be waived.  

  Customer Answer

  Date: 06/29/2023

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

• Initial Complaint

  Date:06/23/2023

  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 scheduled to move in to my new address on June 23, 2023. I was moving from Georgia. I called NV energy on June 19, 2023 to set up services. I spoke with an agent and she took all of my information and she told me once she ran my social and everything that I needed to send over a copy of my lease agreement and a copy of my ** to the email address ****************************************** which I did and it was received. June 22, **************************************************************************************************** order to have service at this address I would have to pay $446. I called NV energy to let them know that its not possible for me to have a old account with them because I never had service with NV energy. The first representative told me the reason it was still showing was because they never got the ** and asked if I could resend it. I did so right away and called back. I spoke with a different representative and he informed me that the reason this was coming up was because on the past accounts it was a different social but same name and birthday so he said he cleared it and he gave my account number and set service for June 23, 2023. Today when I go to my new house, I have no electricity. I called NV energy right away. They informed me that I still had a previous balance from a previous account and I had to pay the previous tenants balance on that account to start service because it was associated with me and that social on file. I informed the representative by the name of ****** thats its not possible and could I speak with her supervisor. The supervisor called me and basically told me that I had to pay $1100 to start service until they finish their investigation and I MAY get my money back. I told her that was not fair to me. I also asked her did the other account with same info as mine have my license on file, she stated no because they were able to verify that account but not my real social. So basically Im stuck with mo lights until NV energy gets everything sorted on their end.

  Business Response

  Date: 06/27/2023

  ************** contacted NV Energy on June 21, 2023, to establish services at *********************** June 23, 2023. The representative took her information and placed a move in order, however, **************' move in order was later cancelled because it was discovered that she had an unpaid bad debt from ***********************************************************. NV Energy's third-party ID verification shows she is associated with both addresses, which is why NV Energy has requested the bad debt balance in addition to the past due balance on the Doric Ave account.
  
  Additionally, the social security number ************** gave to NV Energy on June 21st is not the same number we currently have on file. In addition, the number she provided does not show as a valid number through ID verification. She has stated that she has a block on her social due to fraud and would have the block removed, however, NV Energy is still unable to verify, as the block has not been removed. ************** has been advised that a completed fraud packet and police report are needed to be filed so NV Energy can properly investigate.
  
  NV Energy works diligently to protect all rate payers from the incurred costs in relation to unpaid balances, therefore, our credit policies require any past due or unpaid charges to be paid in full prior to establishing services. As ************* has stated, she believes she is a victim of fraud, unfortunately, the fraud investigation will need to be conducted prior to establishing new services. 
  
  

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20230036
  
  I am rejecting this response because: for one the number I gave on June ********************************************************************************************************************* with that number. Also I was never told to file a police report if so I could have done that when I spoke with NV energy on June 23 but instead I was told to wait until I received the fraud packet. As far as Im concerned yall shouldve did all of this when the other number was used and shouldve asked for an ID for that account and maybe ******************** could have seen that this isnt the same ID or the same person for that matter but instead Im being took through hoops and hurdles to prove my point which is ridiculous, time consuming, and embarrassing. NV energy needs to do better or better yet get a better system in place so it can tell that someone has a block on their social security number, other identification methods needs to take place that would be most logical thing to do. Or better yet have a physical office where people can come in and handle this situation and prove their identity instead of waiting to do everything by mail.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/29/2023

  Unfortunately, until a fraud packet and/or the block has been removed from your social security number so NV Energy can investigate, NV Energy is unable to proceed.  

• Initial Complaint

  Date:05/27/2023

  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 moved from ****************************************************************************, to *****************************************************************************, on 10.15.22. I was on the Equal Pay plan & am currently on the Flex Pay agreement with NV Energy. I apparently moved in the middle of an Equal Pay term, which, unbeknownst to me & without any education or forewarning provided by any of the NV Energy reps that I spoke with prior to my ******************************* of service at the new address that i would incur a $400 Equal Pay balance forward debt due to the move, a huge financial ********************** that was totally unforseen & never explained. Instead of keeping me on the existing Equal Pay plan at the new address for the duration of the term (I was unaware that I was obligated to any contracted term length while living at the *********. location), NV Energy has been extremely difficult with me in reaching an amicable agreement regarding my former Equal Pay account, balance ******** ******** & they've stuck it to me in the best way they possibly could, refusing to mitigate the costs of doing business with them for this essential energy service while providing rigid & uncooperative customer service that has sought to make this process as uncomfortable & untenable as possible. I currently have a $347 Equal Pay balance forward & am forced to pay NV Energy $50 roughly every ***** days to keep the lights on. This is wrong, costly, manipulative, monopolistic, and economically burdensome during a trying financial time in life. Please absolve me of any further responsibility for the outstanding $347 balance and allow me to get back on an Equal Pay plan, or any other plan that will save me money versus what I've been paying. It's absolutely disgusting how NV Energy continues to price *************** the citizens of the **************** & also of folks like myself, who is on *********

  Business Response

  Date: 06/08/2023

  ************ was enrolled in the Flex Pay program which is a pay-as-you-go program. Due to his dissatisfaction with the program, I offered to enroll him in the Equal Payment Plan. Equal payment is the averaging of a customers past energy bills to determine a monthly payment moving forward. ************ stated that he was interested, however, I could not quote him an exact monthly payment figure as his Flex Pay would need to be cancelled first, which takes 2-3 business days. **************** Flex Pay has been cancelled and his Equal Pay was calculated at $103.00 per month. I tried to reach out to ************ but was unsuccessful. I went ahead and enrolled his account, however, if the payment amount does not work for him, he can contact customer service at ************ to cancel.  

  Equal Pay is not a discount or reduced rate, rather is designed to assist customers with managing their finances while encouraging energy conservation. Averaging customers past energy bills can help to avoid the high seasonal bills that can be experienced during the extreme hot or cold weather months. However,payment amounts are adjusted if it is projected to result in overpayment or under collection of $100. Because of this, we advise customers to continue monitoring their actual usage and we offer suggestions for energy conservation to keep actual costs low. Each bill while enrolled in Equal Pay displays all actual amounts that would be due if not enrolled in Equal Pay, as well as the Equal Pay amount due. She can also view the Equal Payment Terms &Conditions by going to www.nvenergy.com/terms/equal-payment. 

  Customer Answer

  Date: 06/08/2023

   
  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.

  I just called & spoke to ********, whom said as per above that she tried to call me and received a busy signal (which is impossible because the phone number in question was not & has not been in usage). Anyhow, she said that my next bill would be $103, due July 23. I accept those terms. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/10/2023

  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.

  I have had solar panels for about 3 months. I have to call NV Energy every week to tell them that there is missing data where my solar energy isn't reflected in my usage. I asked if there is a supervisor that I could speak to for permanent resolution and I'm told no and that I just have to keep calling and reporting. If I stop reporting the problem to NV Energy I will not get credit for my solar panels so I have no choice but to call each week. Please ask NV Energy to fix this problem and for management to contact me to discuss.

  Business Response

  Date: 05/11/2023

  I spoke with ******************** and explained that NV Energy does not bill based off data that is stored in MyAccount. The data in MyAccount is just a tool to help customers understand their usage patterns, however, some data can be missing throughout the day, subsequently resulting in data not displaying on the customers dashboard. ******************** stated as long as her billing is not calculated based on the data, she is okay with it.  

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20040592
  
  I am rejecting this response because: As stated by NV Energy the usage page is a useful tool for the customer. a tool that is not working for me and probably many others. The issue of missing usage continues. Rather than me call MV Energy every week to have my usage show up, assign someone to make sure that my usage shows up until the problem is resolved. I want to be able to review and learn my usage. Its my only evidence that the panels are working and I will be able to see when the panels need replacing among other uses. I if you cant fix it, compensate me for a dashboard that isnt working. Also , customers should be able yo ask for a supervisor rather than only be able to reach one through BBB. Says a lot about their monopoly,
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/12/2023

  ******************** had her solar meter installed on February 9, 2023. Her meter communication is at 55%, however register to register meter readings upload at midnight daily. When there are gaps in the data, the information will be updated within ***** hours. Previously, due to ******************** meter being so new, a history had not been established allowing data to be updated until month end; however, now that the system has a history, data should be uploaded on a regular basis. In addition, I have asked the MyAccount team to review ******************** account for accuracy. 

• 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 travel for work and also live in another city so I do not come to this address every day. I came home on Thursday, 4/27/23 and my electricity was cut off. I did not make this request, I had paid all my bills up to date, and thus I called the NV Energy 24/7 number around midnight to inquire what was going on and was told by the representative I spoke with ****** that someone had called in on February 13th, 2023 and put my account in their name and then they called back in and cancelled my service. ****** said that my service had not been in my name since February 13th, 2023. I never received any notice of this from NV Energy and was subsequently appalled to learn this information. I logged into my account and had paid my March bill on time in March again without any contact from NV Energy that my account was no longer in my name or not active.>> I do not understand how someone can call in and take a service out of my name without NV Energy contacting me first. My account was active and current therefore there should be a process in place to disconnect service from an active paying customer. When I called in just to speak to someone about my concern I had to verify my address, last 4 of my SSN, and phone number. However NV Energy let a stranger completely take my service without contacting (me) the current owner of the service to verify? Not only does this make no sense, it is a HUGE security red flag and I am beyond upset on how I have been handled by ****** when I called in, and by another rep when I called back on Saturday, 4/29/23 to speak with a manager; the rep told me he would have to put me on a callback list and I'd receive a call in 24 hours and that never happened. Since then I have sent 4 emails requesting a manager contact me back in writing regarding the below request and I have not heard back from a manager, hence this BBB complaint.>> Not only was this a huge safety concern, and a major inconvenience, it was a massive financial hit because my refrigerator and freezer had to be completely cleaned out and all my food thrown away since the power was off. I had to discard hundreds of dollars worth of rotten food; all because NV Energy has poor rules and no regard for their customers.>> I am demanding to receive a written response from a manager at NV Energy regarding the following:>> -How can someone call in and take my service without me being contacted first since I have an open, current, and active account at the address? I need the process explained in full detail on how you allow this to happen.>> -I need to know how to prevent this from happening in the future. Is there a Multi Factor Authenticator I need to put on my account that is currently not enabled?>> -I am requesting monetary compensation in the form of credits to my account for the huge financial inconvenience and inconsideration this incident has caused.>> Again, I need a manager's written correspondence responding to this email. I am done being treated poorly by the representatives.(NV Energy Acct #: ***************************************

  Business Response

  Date: 05/10/2023

  In many cases, the occupant of a residence is not the owner of the property, therefore, NV Energy does not require proof of ownership to establish services. Unfortunately, customers occasionally will provide an incorrect address when establishing a relationship with NV Energy, resulting in the services being taken out of a customer's name erroneously.  However, when an account goes inactive the customer is sent a statement that is labelled "final bill", which is the case with ********************. February 14, 2023, ******************** was mailed her final bill and it was paid in full on March 10, 2023. Unfortunately, ******************** did not inform NV Energy that the services should not have been taken out of her name until the services were disconnected on April 26, 2023. NV Energy is in the process of correcting the error in the system and immediately reconnected ************************ services once she advised of the issue. In addition, NV Energy has applied a $25.00 kindness credit for the inconvenience.   

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20039525
  
  I am rejecting this response because $25 kindness credit is not sufficient. Not only did this cause an inconvenience to me and I threw away all my food, the NV energy management team ignored my emails and did not get back to me at all which caused me having to file a BBB claim. They need to acknowledge their gross lack of customer service. They also need to implement better communication when an account is changed. I have paperless billing enabled. They said they mailed me something. I DO NOT LIVE THEIR FULLTIME! I never received a mailed letter. They shouldve communicated via email like they do with everything else!!!!!! I paid the bill in March because they sent an email and said it was due. 
  

  Their response was tactless and not solution oriented at all. Clearly you can see they do not care about their customers. I am demanding additional credit on my account. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/11/2023

  ******************** can contact ************ to file a claim on the lost grocery items. 

• Initial Complaint

  Date:05/01/2023

  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.

  We sold our home at ************************************************************* on March 15 and notified NV Energy the same day. We received a final bill (marked final bill in red) on March 18 and paid it in full. We then received another billobviously in errorfor the time period of March 16 to the 28th for $46.98 (new owners are now in the home.) We notified NV Energy of the error via e-mail on April 10. We next spoke with an agent regarding the issue on April 11. We were told it would be immediately corrected. When it was not, we called again on April 12. We were told it would be rectified within 72 hours. It was not. We called yet again on April 17. We were told we should allow ten business days from our first contact with Nv Energy regarding the issue. We contacted NV Energy April ******************************************************************************************************* the meantime, we have now been billed an additional $98.04 for the next billing periodfor a total of a $145.02 billing NOT OWED BY US, but by the new owners! We have also tried e-mailing multiple times, with no assistance offered, other than that we should call the **************** line. We will be needing to start electric service at a new home which we are purchasing in *********** in less than two weeksand this outstanding balanceNOT OWED BY ** CANNOT be on our account. When we asked the latest agent what what would happen if it was STILL not corrected at that time and we needed to start new service, he had no answer. We have absolutely PERFECT credit history, and this situation is totally unacceptable. We have been more than patient in our attempts to have what appears to be a simple billing error on the part of NV Energy corrected. However, with the latest issue of additional charges and the prospect of being unable to start service at our new home, our patience has run out.

  Business Response

  Date: 05/02/2023

  A new resident requested services at the address located at ****************** on March 15, 2023, however, due to a system glitch, ******************************* remained active. As of today, April 2, 2023, the issue was corrected in NV Energy's system and ******************************* has been inactivated as of March 15, 2023. No Balance is due. 
  
   

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19998726
  
  I am rejecting this response because:

  I am not actually rejecting ithowever, accepting it gave me no room to respond, and I wanted to respond regarding an inaccuracy in NV Energys response.

  I would like to respond that the correction to my account has been madebut that correction did not show up until TODAYMay 2the account was NOT corrected as far back as April 2, as NV Energys response stated.

  I checked my online account yesterdayMay 1and it was still not correct. As of todayMay 2the online account is correct.

  If it had been corrected as of April 2, none of the numerous phone calls and e-mails which I have made would have been necessary. 
  

  An apology from NV Energy to me for all of the time which I have wasted on this issue also would have been appreciatedinstead of just saying it was a glitch. I have said that it appeared to be a simple error all along, and therefore could not understand why it took so much time and effort for it to be corrected.

  Thank you.

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

• Initial Complaint

  Date:04/26/2023

  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.

  NVEnergy has a monopoly on the utility business here in **. They have increased their prices twice in the past year due to "rising costs." Now that I've stretched my payments out and not had the total paid in full by the due date due to ALL of my household costs rising sharply over the past year, they charged me a "DEPOSIT" of $315 in my last bill. I have had service with them for more than 6 years, and they have always gotten their money. Slow-pay customers in this terrible, crumbling economy has to be expected and they do nothing to actually help (I was offered auto-pay, or "equal-pay" where they charge you basically more than what you use so they have your money making interest for them as a cushion ... 1st is not an option when money is so tight - sorry, sometimes I have to buy groceries or gas - and 2nd is almost criminal to me.)NVE is clearly using this crumbling economy as an excuse to victimize their customers who are clearly TRYING to pay their bill, but are unable to do so in full by the due date they deem appropriate. Charging someone who clearly is having to stretch payments an additional $315 so you can not only hold that money and use it, but make it work for you to make more money off of it? They should be ashamed of themselves.Unfortunately, the citizens who live here have little recourse against the giant corporations like NV Energy and if we want gas and electric, must acquiesce to being victimized by their bullying and unethical tactics.

  Business Response

  Date: 04/26/2023

  NV Energy allows a customer to make three late payments each year before a deposit is assessed. After the fourth late payment our system will charge a deposit. I spoke with ******************************* this afternoon and offered to waive her deposit as a courtesy. I offered to change the due date on her billing in hopes to make her monthly payments more manageable, however, she declined. I explained that all customers have until their next meter read date each month to make their payments without having a late fee assessed. 

  Customer Answer

  Date: 04/27/2023

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