Billing Disputes

Customers may request an explanation of their bill, or aspects of their bill, from the Customer Services department at any time by the following methods:

  • By e-mail to service@cuc.ky
  • By calling the Call-Center at (345) 949-5200
  • By visiting CUC offices – 457 North Sound Road

Customers that are not satisfied with the bill explanation may request a formal review and dispute of their charges. Customer disputes must be submitted in writing to CUC’s Manager, Customer Service in order to begin the formal review process.

If no resolution has been met with the steps taken above you can file a formal complaint.

In the event of a formal electricity bill dispute, customers are advised to consider paying all their electric bills during the Dispute Resolution Process (inclusive of disputed amounts). If engaged in a formal dispute of charges, a customer's account will not be subject to disconnection related to the specific billed charges in dispute; however, finance charges will be applicable for unpaid amounts where more than 60 days have elapsed from the original bill date. In cases that the disputed charges are found to be incorrect, in part or in full, the amount in error will be reimbursed or credited to the customer’s account.

 

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