City of Grand Island Utilities Department Customer Service Center

Absolute worst customer service is absolutely terrible I get online the pay my bill and all I have is my American Express card they do not accept American Express which is fine but they do offer to pay with a checking account and routing number so I am put the checking account and routing number attached to the card realize two days later the money has not come out of my account so I get online pay the account over the amount of what my bill is because I wasn't sure what the total was it showed that it had been paid but I knew that I hadn't come out of my account did not want the bill to be late so I went ahead and paid more than my account balance then they charged me $50 return fee on the one that did not go through even though the bill was already paid prior to it being late SMH I would completely understand if my bill is late but it wasn't

If I could give them negative stars, I would. The city has monopolized and profited off this community by extorting a necessity. They should be ashamed of themselves.

Called at 4:10, now 5:18pm with only one caller ahead of me the whole time i was on hold, and still on hold. I believe that they may have closed and left me on hold without stating they were closing. Very poor customer service

Immediate response when called in for help by the Fremont Department of Utilities in mid-November 2020, when an ice storm hit Fremont & took out power to about 3000 customers. Even North Platte came to help as well.

My girlfriend had her mother pass away recently. This caused an auto payment to be denied since bank freezes account on death. The customer service has been horrible with policy this policy that. Trying to charge fees, not allowing her to pay with new checking account because of returned check, uncaring agents, and the list goes on. Completely unacceptable and uncalled for treatment of someone grieving and trying to take care of her mothers estate.

If I could give 100 negative stars I would. My dad is a 100% disabled vet who was coerced away from his home in Grand Island and missing for three years. His account was on auto pay with $52 dollars coming out and was always paid because he also receives VA disability checks. When we found my dad, he was severely malnourished and he had been abused and financially exploited. I took over guardianship and of course, the bank froze my dad’s account. I made multiple attempts to update the payment method but was always told that they had not received the paperwork to allow me to access my dad’s account—Diane was always at the end of that phone call. I live in Oklahoma City, so I’ve been traveling back and forth since August while my dad has been hospitalized at Good Samaritan in Kearney. I arrived to Grand Island at midnight last month only to find that the electricity had been turned off because the payment was declined and I had been unable to pay it. There was a letter on the door saying my dad had seven days to pay or it would be shut off, during Covid times, nonetheless. When I called the next day, I made several unsuccessful attempts to pay my bill where it simply would not accept payment. I called the city and the woman told me that Skippy would help me. Lest I bore you with details, Skippy DID NOT help, AT ALL. As if I’m not going through enough heartache, he said I had to pay $277 dollars to turn it back on and that would take care of the declined $52 and all disconnect/reconnect fees. I was angry and upset, for obvious reasons, so I clarified with Skippy by asking multiple times if there were any additional charges because I didn’t want to be surprised this month. Well, here we are this month and there is another $100 fee for reconnect and disconnect charges. I called and just got more information about these charges that make no sense at all. My second job is collections, so I know it doesn’t work this way. I read the other reviews and I agree—another reviewer used the word, extortion. I will be calling the mayors office after writing this negative review , which, by the way, I NEVER write negative reviews, but I am now. It’s very sad to me that during times of covid and a disabled vet being exploited, while I as his daughter try to care for him (I’m a teacher on leave) am treated this way over a necessity and $52. We had to pay $325 in additional charges! My parents have lived in GI since 2003 and they ALWAYS paid their bills on time before this happened to our family. I wish that they had never moved from Kearney! What a terrible, terrible city with awful, un-emotive, non-caring, inflexible humans!

Called to set up a budget plan, Tiffany helped me and was very friendly.

Absolute trash company. Poor customer service, half baked answers, and tedious processes is the condensed summation of the company in its entirety. If I had any other choice I’d switch electric companies. The process in which they conduct business is nothing short of criminal. I will actively look for a way to report this company to someone that can actually do something about this circus show.

Worst experience ever last was rude and didn’t even let me explain like I was a liar !! She was not ment for public service

Worst customer service ever. Straight up s*** company that needs to learn how to send out disconnect notices not shut a person off a week after they send them their bill.