Hydro Ottawa - Ottawa, Ontario

Myriam L.

For the two years I have lived in Ottawa, making payments online with my credit card through my Hydro Ottawa account was extremely easy, the website was easy to navigate, my account balance was clearly visible, my individual present and past bills were clearly visible, and the "make a payment" button was front and center. After moving away and receiving my last bill, I logged into my account and could not find the payment button, nor any indication or suggestion on how to make a payment, no phone number to call immediately visible (I had to separately google the customer service number) and the "chat" function was broken and would not load despite an active internet connection on my end. After calling them and navigating the automated menu tree I reached a representative who informed me that the only way to make my last payment was to give my credit card information over a "secured line" on the phone.

If my account is inactive but can still be logged into to view my current and old bills, why is there no option to make a credit card payment for my last bill and simply not have the choice of saving my billing info? And if I cannot make a payment online, why is there no automatic pop-up to inform me of this? My account status clearly said inactive so there's no reason those two things can't be linked.

Online it is easy, in the search bar, to check that a website is secured. When making the payment over the phone not only was there an absurd amount of number pushing necessary as I had to enter on the keypad my 10 digit account number and confirm, my home phone number and confirm, my credit card number and confirm and the expiration and security code and the specific payment amount, there is also no way for me to independently confirm that this phone line is actually secure.

Then when you want to write down the transaction confirmation number, the automated voice speaks so fast that I had to choose to have it repeated to me 3 times to get the whole number. I would have liked a fourth repeat to ensure I had gotten all the digits but after 3 repetitions I was automatically hung up on.

Payments have been dead easy and straight forward for the past two years, why did I have to do a bunch of stupid shit just to pay my last bill?

Alfrancis Guerrero

Unacceptable and inexcusable customer service. I had to set up Pre-Authorized Payments (PAP) multiple times because their system failed to auto withdraw even though my Dashboard and customer service said I had PAP setup. As a result, I was charged late fees for three separate bills and had to pay manually resulting in a service charge.

I requested that the service charge be waived since I was forced to pay manually due to their system failure. Hydro Ottawa was not able to do so and said they would waive our late fees instead as a "curtsey". Very disrespectful and unprofessional to say they are being polite by waiving our late fees due to their own system failing.

I don't trust that their automated system works and am afraid that I will get charged with late fees again and having to resort to manually pay each and every time.

Poorly educated customer service and faulty system.

Meghan Myers

Their Customer Service team is unprofessional and instead of helping out, just ignore requests. How hard is it to do your job and send out an email? I've sent out SIX request for support since October 3rd and instead of getting at least a follow up, i'm just being ignored. What should be a simple process has been a nightmare and is now costing me a lot of money due to their LAZINESS.
All I need is a reference on a letter head - and after a phone call where I was brushed off - was told it had to be sent to a higher up. That a MONTH ago
Thanks to their laziness I'm now having to pay a $200 deposit with Entregus as I am moving.

Glad I will NEVER had to deal Hydro Ottawa again. Customer service I'd give a -5 / 10. Do no recommend.

Joel Dijkema

Wish we could use 0 stars. Honestly they have message on their main line, apologizing for delays from a strike that happened over a year ago. I am on the phone for one hour before I can book any electrical service work. I often can't leave the office till I talk to them as I have all my calendars and data with me in office. So this costs me tons of time over every week. Terrible service. Has been bad for years.

Jess Hendren

A service truck on Alpine Ave came into my yard yesterday December 10th. Without notice of entering the property they tossed all the patio furniture, bbq and smoker that was neatly stacked with care for winter on slate stones, into a snow bank off to the side of the property. No respect for personal property! They also knocked over a 10foot tall garden wire rack bench into the neighbours fence.. then leaving this mess behind without putting anything back into its place, for me to clean up during sever weather statement warnings.

As well they drove onto the lawn completely distorting the surface!

Very lazy!! Very poor workmanship!!
The driver needs to get his eyes checked! And workers should be intelligent enough to respect personal property when entering someone’s personal space.

Called hydro to complain, they will not take a report unless I file it online. Since I am forced to write to them I will also make my complaint public.

Very unprofessional and unaccommodating… to say the least!

MOHAMMED ABDI AHMED

The worst customer experience that I ever had in my entire life. They couldn't give me the right info for 2 months, and half my account was pending status. I want to avoid my bills to be accumulated, and I call them almost every week to pay them and still waiting for my first bill to appear in my account.

Swapna

I have been living in this area for two years and I was greeted by very professional customer service agent. She helped me to understand my bill. Excellent service . Very easy online portal to pay.Thanks

Okelo

Esthetically pleasing, the receptionist is professional and helpful