Watch CBS News

ComEd billing upgrade issues leave customers confused, frustrated

ComEd customers experience billing issues amid upgrade
ComEd customers experience billing issues amid upgrade 02:52

CHICAGO (CBS) -- A CBS 2 viewer recently reached out for help with her electric bill – as ComEd is changing its billing, and the customer's balance went from about $50 to more than $9,000.

As of Monday night, some ComEd customers trying to pay their bills on the company's app or website were told: "Customer account services are temporarily unavailable as we perform maintenance to our system. Thank you for your patience as we work to restore them as quickly as possible."

When those customers tried to pay over the phone, some heard: "You have a balance of $9,999.99. Press 1 for credit cards, 2 for debit cards, 3 for bank account."

That was the automated message Brighton Park resident Marilyn Griffin received when she tried paying her bill. CBS 2 called and received the same message.

"I was shocked. It took my breath away," said Griffin. "I don't think I'm the only one this is happening to."

ComEd claimed Griffin owed almost $10,000 on what was supposed to be a bill for $49.20.

"I understand that they're doing some work and changing some things on their website, but this is ridiculous," Griffin said.

ComEd recently sent out notices informing customers of a new billing system launching Tuesday, Feb. 20 – and stated most services would be unavailable through Monday, Feb. 19.

But as of Tuesday afternoon, some customers still have not gotten through. They expressed frustration on the company's Facebook page.

"My concern is that if they don't get a payment from me, that they'll shut off my electricity," said Griffin. "I'm 77 years old. I'm a stroke survivor. I'm by myself. I can't have this happen."

On Tuesday afternoon, ComEd posted a message on its social media pages saying its new billing system is still under construction, and they are working on restoring it as quickly as possible.

CBS 2 also reached out to ComEd. Representatives said they are aware of the issues and are finalizing upgrades to their system. The company added that customers who can't pay their bills on time will not face penalties.

Regarding customers like Griffin being off the hook for nearly $10,000, ComEd said their bills will reflect the actual amount once the upgrade is done.

View CBS News In
CBS News App Open
Chrome Safari Continue
Be the first to know
Get browser notifications for breaking news, live events, and exclusive reporting.