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EPCOR Utilities Inc.

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EPCOR Utilities Inc. Reviews (21)

Complaint: ***
I am rejecting this response because:I have made every step possible to resolve this situation and Epcor continues to sit idleI have contacted the police and provided proof of residence from ***What more can one do? *** ** ***
Sincerely,
*** ***

We spoke to the customer on October 25, and explained that the $non-access fee is validThe customer did not answer during the scheduled appointment time and therefore, the fee will not be reversed

Initial Business Response /* (1000, 5, 2016/05/25) */
We left voice messages for this customer on two occasions and have not yet heard backWe require consent in order to release any account information to the Revdex.comPlease provide the customer with my direct line ***
if they would like to discuss this matter further

We attempted to contact Ms*** at the phone numbers listed on her file on October 25, and November 4, 2016, but were unsuccessful at reaching herWe also emailed her at the email address provided on November 2, 2016, but failed to receive a response backWe do not have this customer's
consent to discuss her account details any further at this time

On December EPCOR explained our fraud process. EPCOR provides the police with account details when they contact us to investigate fraudulent accounts. Until the police contact EPCOR, the charges billed will remain on ***'s account*** ** *** *** *** ** ** *** ** *** *** ** *** *** ** *** *** ** *** ***

On August 30, *** applied for new service with EPCORAn outstanding account for $was found under ***'s name with matching identification and this amount was transferred to ***'s new account*** billed on October 4, and November 3, and ***
set up Authorized Payment Withdrawal on October 7, 2016. On November 14, *** phoned to dispute the charges transferred to his account and he agreed to send EPCOR proof of residency for the period disputedNo email was received from *** and as scheduled on November 24, the full amount outstanding on the account was withdrawn from ***’s bank account. *** phoned EPCOR on November 26, to dispute the amount withdrawn from his bank account and he emailed EPCOR an email shortly after this call showing his proof of residency for the period in disputeEPCOR agreed to review his email and investigate his account and get back to him*** requested a manager call back and a manager phoned *** on November after the investigation was completed*** is aware both accounts have the same name and matching identificationIf the account was set up fraudulently under ***’s name using his identification, he must file a police reportThere is a process in place where the police would reach out to EPCORWe have refunded *** the $he is disputing but *** is aware the amount billed will remain on his account and will remain outstanding until a police report has been received and an investigation has been completed

February -- EPCOR called *** *** (the number we have on file for *** *** to let know that we have received her concern from the Revdex.com but the phone number is no longer in useFebruary we sent an email to Ms *** at '***' requesting
consent but we did not get a responsePlease see attached EPCOR's third party consent form

Initial Business Response /* (1000, 5, 2016/05/11) */
On December 10, 2015, *** *** applied to bill with EPCOR for electricity services at *** beginning as of December 16, An energize order was created to restore the power at this addressMr*** confirmed
his mailing address as 1*** and did not request to have it changed
Mr*** spoke with EPCOR Customer Service on December 16, 2015, to confirm that his power was onHe again confirmed his mailing address as ***, without any requests to update it
On December 21, 2015, EPCOR received notification from the Wires Owner (EPCOR Distribution and Transmission) that another retailer had taken over the billing for that site as of December 20, Mr***'s billing ended with EPCOR as of that date
Mr*** had a bill with charges of $that remained outstanding on his accountHe was issued three bills between January 29, and March 29, 2016, providing him with the balance and requesting payment
On March 29, 2016, EPCOR Customer Service left Mr*** a message to confirm returned mail (bill statements)Mr*** called back on March 30, and was advised of the outstanding balance on his accountA duplicate bill statement was mailed to Mr*** on that date
EPCOR did not receive the required payment from Mr*** and on April 15, 2016, the account was transferred to an external agency for collectingThe agreement between Mr*** and his land lord regarding payment, would remain a third-party concern
Mr*** paid the balance on April 25, EPCOR has confirmed with the Collection Agency that the account has been paid and he should not receive any further contact from them
Initial Consumer Rebuttal /* (3000, 7, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, Epcor
To quote: "On December 10, 2015, (I) applied to bill with EPCOR for electricity services at (address) beginning as of December 16, 2015."
It was made clear verbally to the Epcor customer service representative in the initial December call that I was moving to the address of the power hook-upThere were a number of calls on the matter in the days that followedI believe that Epcor calls are recorded for quality and accuracyListen to the tape
Alternatively, a phone call to the number on my personal Epcor file, which did not change, could have been made long before March 29, 2016, possibly when the initial mail was returned or at any time when it became a concern for Epcor
Remember, I missed the call on March 29, called back on March and provided all details so that the bill could be immediately directed my way at the very address where the hotook place
A duplicate statement, dated March 29, was received by mail on April I check the mail every day, on rare occasion every second day
What day was the duplicate bill actually mailed? why the delay? was this considered when it was sent to collections?
Sending this to collections on April 15, two days after receipt, with no stated payment deadline and without notice that there was any immediate concern, was completely without merit
***
Sincerely,
***

Initial Business Response /* (1000, 5, 2016/03/24) */
We spoke to this customer on March 24, His refund cheque will be mailed next week and his concerns have been resolved

Complaint: ***
I am rejecting this response because I was not notified in writing or by phone call that they were referring my account to Collections everThey accepted a partial payment and sent me to collectionsTheir collector has not also notified ever since NovemberThey made a big error as they didn't try to contact me or even bother to write or callThis is unacceptableAs this is the case as I said before I want to be taken out of collections and my credit fixed as I was not notified at all by Epcor or their collectorAlso my credit adjusted since they failed to notify me by letter or phone after I made a partial payment.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/02) */
We spoke with Mr. [redacted] on October 27 and reviewed and clarified his concerns. Mr. [redacted] understands the steps we have taken to reconcile his accounts and has my contact information for any further concerns.

Initial Business Response /* (1000, 5, 2015/10/14) */
We attempted to contact the customer and left a message on October 8, 2015. We called again and spoke to the customer October 13 but she requested that the matter be addressed with another individual dealing with the account concerns. We have...

not heard back from this individual and we require consent in order to release any account information to the Revdex.com. You can provide her with my direct line [redacted] if they would like to discuss this matter further.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You would like to talk to us where the public eye can not see. I would like an answer here. This ordeal has cost us enuf and I'm not taking time off work to take your calls during business hours.
Final Business Response /* (4000, 9, 2015/10/23) */
EPCOR has attempted to contact the account holder several times in order to obtain consent.
EPCOR would like to discuss these concerns but are unable to release any account details to the Revdex.com until this consent has been obtained. The account holder may contact me directly at [redacted] to provide consent.

[redacted]   We can confirm that EPCOR provided both verbal and written notice of the outstanding charges on Ms. [redacted] account before the balance was referred to a...

collection agency.   As outlined in Article 8.14 of our Regulated Rate Tariff Terms and Conditions of service, any balance on a Customer’s bill that has not been paid by the date the payment is due, may be referred to a collection agency.   EPCOR did not make an error referring this account to a collection agency and we have explained this to ms [redacted].

Initial Business Response /* (1000, 5, 2016/02/03) */
EPCOR has contacted the customer, communicated a resolution and the issue has been resolved.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by...

Kristin, a member of Epcor's Customer Relation team, and she courteously went over the facts of the complaint. She acknowledged that errors had occurred and then assured me that she would investigate and fix the issues. After a short time, Kristin contacted me again and sent me all the items that I required to correct the improper billing and collections problems.
Although I was extremely unhappy with Epcor when this matter first arose, I am now satisfied with them. Kristin was very professional in every interaction and her level of service was exemplary.

As outlined in Article 8.14 of our Regulated Rate Tariff Terms and Conditions of service, any balance on a Customer’s bill that has not been paid by the date the payment is due, may be referred to a collection agency.  EPCOR did not make an error referring this account to a collection agency.

Initial Business Response /* (1000, 5, 2015/08/24) */
We have left several messages for the customer to contact us but have not received a response. We do not have the customers consent to release information to the Revdex.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I am currently out of the country and the business has not contacted me by my preferred method of contact which is email. They can send me an email.
Thanks
[redacted]
[redacted].com
Final Business Response /* (4000, 9, 2015/08/31) */
The complaint has been resolved between EPCOR and the consumer

I have resolved this issue with Mr. [redacted]. I have confirmed the deposit was paid in full on September 19, 2016 and deposits charged to a customer are refundable on the 13th month after the deposit has been paid in full and when the customer has achieved 12...

consecutive months of good payment history. His deposit will be credited on his September 2017 EPCOR bill.

Customer Relations is the area of EPCOR that responds to customer escalations and in this case has followed established process in contacting this customer.

We have resolved all concerns with the customer.

Complaint: [redacted]
I am rejecting this response because:[redacted] They can't provide a proof that their installer has called!!! Sometimes they say, he has to call and sometimes they say he may not call if he uses his personal cell phone!!! I even called EPCOR with my manager present to tell them that I stayed home whole day and EPCOR neither called "3 minutes" before they show up nor properly knocked on the door!!! EPCOR says that the phone record is personal phone message and can't be provided as a proof! Other EPCOR customer care representative said that EPCOR installer won't call if their cell phone is a personal phone!!   [redacted] EPCOR/City is asking people to stay home whole day for their 5 minute water meter installation!![redacted]
Sincerely,
[redacted]

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Address: 2000-10423 101 St NW, Edmonton, Alberta, Canada, T5H 0E8

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