Complaints

• Initial Complaint

  14/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I had service with NB Power for over a year. On 07/22/2022 we applied for a disconnection for which we called a representative. She explained to us, before they could disconnect service, our bill had to be paid in full. On 07/21/2022 I paid $440.65 and an additional $165.61 the next day, 07/22/2022. This fully covered our bill, so much so, we were told we had $91.07 in credit. We never had this taken out and with moving, etc we didn’t worry about it. A year later, I check my credit report and see NB Power trying to charge me $515.19, for no stated reason on my billing. My last bill on 07/27/2022 stated they still OWED US the $91.07. Where is this insane charge coming from? They have also falsely reported on their end, that the last payment received was 06/13/2022 for an amount of $275.00. You just scroll down just a bit however, and you’ll see a statement also claiming our last payment was received on 07/22/2022 for $165 and the $440 respectively. This is transparently a false claim and scam from NB Power. They have incredibly destroyed my credit by their own false narrative; we have all the proof stating we owe them nothing and they owe us. How dare this do this to my credit and put a derogatory statement on my credit! I did my part and fully paid, they cannot do this. I expect the derogatory statement on my credit to be removed immediately and the $91.07 credited to my bank immediately. This is a scam, and I will not stand for it! The fact they also opened up this claim three months after I disconnected service! You can see they’re hungry for money and need a serious investigation into their company. I can’t believe they can falsely charge and destroy the credit of someone who did nothing wrong but pay them!!

  Business response

  23/01/2023

  We have attempted to reach out to this customer by phone and email to discuss their concerns. We are waiting on a response.

  Customer response

  23/01/2023

   I am rejecting this response because:
  
  They sent me a single email after I submitted this complaint, I’m not calling a company who has been trying to scam me, they are going to try and bully me into paying money I don’t owe! I want the BBB to resolve it on here, if the business cannot provide proof and an adequate response as to why this is happening and to why they chose to destroy my credit? I want it removed from my report and this to end now. I provided the papers showing I owe them nothing according to their accounts and there is no excuse for how a company can do this and only provide the response (we have tried to contact)….I wouldn’t be making this complaint if they’d had and actually provided proof as to why I owe money for a bill that has been paid! In my complaint I asked them to provide substantial proof that I owe this money,  and a solution and refund and they have provided nothing. Because I asked for proof? They cant provide proof? I gave full permission for the company and the BBB to have full access to the account and case with info to get this resolved and this is the response? What a horrible company with horrible morals. My legal aid thinks so too.

  Business response

  30/01/2023

  We do have updates to provide to you with your situation if you can please contact us @ 1-800-663-6272.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I owned a mini home in Dieppe, NB and we had it moved to our property in Memramcook on Oct 26. I contacted NB power a week in advance to give them notice of the move and to have the power disconnected on Oct 25. When speaking with the NB power, I got them to start the work order number to have the power reconnected to the new property (Work order# TPF004). I was advised that it could take up to 10 days before we can have the power reconnected again. A huge inconvenience but I understand that they need to follow procedures. I hired an electrician, and they submitted the wiring permit online on Oct 30, a confir # was obtained and it was provided to us but, NB power is saying that this was only submitted on Nov 4 (Why did it take a week for NB power to receive the information?). On Nov 7, I called NB Power and spoke with a ******* (Empl ID512) as I was looking for information about adding a new second pole as the power meter seemed to be at the back of the house and our electrician advised that it's illegal to have power cords going over the house (No problem, let's get this fixed). ******* advised that she needs to contact her engineering department as they have no information on cost or procedure which would take an additional 1-2 business days to even find out if there would be an additional charge (adding another delay...). I have no time for additional delays, so I just told my electrician to move the power meter to the front ( add. cost $800). The electrician agreed and moved the power meter to the front on the following day (Nov 8). I called NB power again today, spoke with Nate (Empl ID688), he advised that we have another delay of 30 DAYS to have the power set up after the technical Inspection Services approves the permit. THIS IS UNACCEPTABLE. We have been without power going on 3 weeks. I have 2 young kids at home. I requested a supervisor call back and I have not received a call even after being told it would be 1-2 business days. (On day 3).

  Business response

  17/11/2022

  Customer has been contacted to let them know what to expect for this service. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nb power has joined together my old account with an outstanding bill to an address I do not live at and is refusing to remove said account from another persons account even though I’ve explained that I do not live, they will not believe me and assume I am married to the owner and resident of that account even after stating that I have a seperate addrsss and am not married. Now they will not do anything unless full balance is paid by today or they will be disconnecting someone else’s power due to my outstanding bill from 2017 which has nothing to do with this other persons nb power account.

  Business response

  14/11/2022

  We are working with this customer to help resolve their issues and concerns.

  Customer response

  14/11/2022

   I am rejecting this response because:
  
  They created the problem in the first place and forced a house that I don’t even live at to go without power all weekend because they assumed we are married and attached our bills. However I am not married and tried to tell them that and that I also live at a different address in which I told them and asked that they did add my existing bill from 2017 to my correct address instead since they told me it must be attached to my place of residence however they refused to believe me and I was told that unfortunately there’s nothing they can do until the entire bill of $1500(both combined) was paid in full when in fact my bill should have never been added to that address in the first place. Therefore this whole ordeal is their fault and I believe the proper resident to the address should atleast be reimbursed of some kind for their mistakes and forcing that residence to go without power for the weekend when in fact they had paid there power bill and should not have been punished. This is ridiculous.   

  Business response

  17/11/2022

  We have made numerous attempts to reach out and to investigate this matter with no response or call back from the customer. I have left me name and phone # to reach out to us in order to investigate and help look into your concerns.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My father passed away May 4th 2022 and I am the Admin of the estate. I have death certificates and Letters probate showing I have power of his estate. We called mn power to get the account switched to my name, only to find out someone living in the home who is not longer entitled to be there switched my fathers account to her name. We were told it can be switched back and worth every time someone calls to take it over. I put it in my name and waiting for first bill, comes time for first bill, and It says its inactive to call them. She has switched it back to her name again. Why can anyone call nb power and have power put in their own name without showing they own the home? so Anyone can call nb power and say I want to get power in my name at (address) and its done just like that, Now the home owner has no bill in their name and some (*** ****) has the bill and does not pay it and the home owner looses power for not payment. They need to have better policy and security for bills.

  Business response

  15/07/2022

  We are sorry to hear about this personal matter. To help clarify NB Power’s obligation in terms of provision of service, I have included below, the details as outlined in section D. Provision of Service under our rate schedules and policies.
  Initiation of Service
  An Account is set up in the name of the Applicant (s) when service is required. The Applicant(s) must be the owner(s) or occupant(s) of the Premise for which service is required. The Applicants are required to provide proof of their identity.
  NB Power will, as promptly as practicable, provide service in accordance with these policies. Electric service will be provided if the installation satisfies the requirements of these policies, the Utility Service Entrance Standards and all legal requirements inclusive of the requirements issued by New Brunswick Safety Code Services.
  An Account may be transferred to another Applicant at no charge if the Applicant accepts responsibility for any billed or unbilled services for that Account. In all other cases, a meter reading is required and the Applicant is charged for the transfer of service. Fees charged for connections and reconnections are detailed in Section O - Fees and Charges, Service Call Fees and Connection and Reconnection Charges.
  
  Here is a link to our rate schedules and policies:
  https://www.nbpower.com/en/accounts-billing/understanding-your-bill/rate-schedules-and-policies
  
  NB Power does not get involved between the owner and the occupant.
  In this case, the occupant does meet NB Power’s initiation of service requirements, as she is currently occupying the property.
  
  I hope that this information clarifies our process and obligation in providing electric service to our applicants.
  
  Nb Power reserves the right to disconnect service for nonpayment of accounts in arrears. Services will only be reconnected when the conditions causing the disconnection has been resolved or corrected

• Initial Complaint

  02/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My account is overdue and I owe $1400 to NBP. I received one phone call on May 31 saying I was subject to disconnection if I don’t pay by June 27. This was the first notification I received that I was up for disconnection. So the agent requested $700 on June 13&27 at a payment depot so it would reflect immediately. I agreed. However On June 1 , I decided to borrow the funds and pay the account in full. So June 2 I paid the entire account balance via online banking through cibc. I reported the late payment online with the confirmation number. I also decided I should call to report the payment since the account was severely delinquent. The agent told me they will not accept my online payment of $1400 and I have to pay at a depot. I am unable to cancel the payment since it’s already processed and will reflect on my nb power account in 3 business days (June 6/7) The agent did escalate the issue but was I was informed i would be disconnected if I didn’t pay at the depot. So essentially I will now be expected to pay double what I owe in order to prevent disconnection. I don’t know what to do in this situation. I cannot pay twice, as I struggled to get the funds to pay the $1400. Attached is proof I paid and a void cheque with my name and account number to match screen shot.

  Business response

  06/06/2022

  We are actively working with the customer to reach a resolution.

  Customer response

  06/06/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17314472, and find that this resolution is satisfactory to me.

• Initial Complaint

  15/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My family has owned property along the Nepisiguit River in NB since the 1800's, at least 5 generations, before the crown act to hold so many feet from a water way. The most recent transfer inheritance to my dad was in 1976. NB Power bought the Nepisiguit dam, which is 15 miles up river from our property, and somehow got our riverfront, and several neighbors, no where near the dam, transferred(?) into their name. It was not crown land, nor was ever even an access (easement) for the mill when logging was still taking place. My neighbors are just as shocked as we are as they had never been contacted or notified either. I have reached out through email but so far no one has gotten back to me.

  Business response

  22/03/2022

  We are actively working with the customer to resolve the issue.

  Customer response

  28/03/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16896330, and find that this resolution is satisfactory to me.

   

  Also* NBP rep has been in contact with me via email and has provided documents to resolve the issue.

*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. ↩