City of Independence Utilities Center (IUC)

The new website is horrible + the fees + i look everywhere and you can’t see your bill and usage history ridiculous. I need to be able to see everything.

Walmart or any store would be out of business if they processed a customer as slow as IPL. “Managers” read your reviews.

Independence utilities power and light department has declined extremely over the past year in their customer service department. There are only maybe 4-5 employees that work in the customer service side for IPL. I have been fighting for over a week to set up a payment arrangement on my account so that my utilities will not be disconnected and every single time I walk in to the customer service department at IPL I am welcomed by a very disrespectful, argumentative, and unprofessional employee every single time. As a customer of IPL for the past 10 years I am not only disgusted but simply in disbelief with how they treat their customers and the city and management thinks it's ok. I just filed a citizen complaint with the mayor for the manager Mollie for the same behavior and it seems as if this is what they are training their employees to do is to treat the city of Independence customers and residents like complete garbage. Do better independence power and light and learn how to treat your community.

I would give zero stars.
The website is non-functional.
And the customer service number puts every call on a mandatory 30 minute hold before they will answer whether theres anyone ahead of you or not. Just to get you to hang up.
Then if you go into the building to talk to someone once you finally get to the front of the line.the person behind the counter cant even understand the system and you have to explain everything to them. Like youre teaching them their job.

The website tells me my brand new bill is Past due on the day they post it.
Every option is spread out on different pages to make it more confusing and they say different things on different pages.

There was NO reason to change the website.
Unless its a buosness tactic to rip people off because its impossible to sort out.

At least the old website functioned and was more user friendly

The new website does not have older bills recorded.

Where are my past bills and payments? If i meed to report payments ive made to other agencies HOW CAN I WHEN THE SITE DOESNT EVEN HAVE RECORDS!

Im SERIOUSLY considering MOVING away from Independence Missouri just to get away from this trash utility company.

Why did you change your online billing system? It's terrible! I can log in to pay my current invoice, but can no longer see usage or anything else. Why? Are you trying to hide something? It's 2023 for Pete's sake. Get it together.

So I was having trouble logging into the new portal and I have tried several times to call and was on hold forever. I was emailing with them and still couldn't get in to pay our bill. Today I happened to call, only waited 12 minutes to get someone on the line. Heather helped me with a couple of things and BOOM I was in the portal and paying my bill, She had a super positive attitude and was so so helpful. I joked I was going to leave a review that she was the bomb! Not a joke, she was really amazing! Thank you Heather!

Doesn't answer. Can't log in to pay bill how am I supposed to pay a bill when the numbers on the statement aren't correct and they refuse to answer any phone calls. This place is a joke

RIDICULOUS! I CAN'T EVEN LOGIN INTO THE "NEW WEBSITE"; IT KEEPS GIVING AN "ERROR" MESSAGE. IT'S ALSO ANNOYING TO WAIT ON HOLD FOR AN HOUR, JUST TO TALK TO A PERSON ON THE PHONE! THE "NEW" WEBSITE IS HORRIBLE; THAT'S FOR SURE. IF THE WEBSITE CAN BE UPDATED, THERE NEEDS TO BE A FIX ON NOT WAITING ON HOLD FOR FOREVER! IT'S RETARTED. HIRE NEW PEOPLE! NO ONE HAS TIME FOR ALL OF THAT! ALSO, AS I'M TRYING TO PAY MY BILL, THERE'S SOMETHING ON THERE THAT SAYS I HAVE A "PASS DUE BALANCE". HOW IS THAT WHEN I PAID, & IT ALSO NEVER TELLS YOU THAT YOU HAVE A "PASS DUE BALANCE" UNTIL YOU'RE ABOUT TO PAY YOUR BILL, WITH THE AMOUNT THAT YOU'RE THINKING THAT YOU'RE ABOUT TO PAY ONLY! I WISH THAT I COULD PAY MY LIGHTS THROUGH "EVERGY" AGAIN, BUT I LIVE IN INDEPENDENCE. GET IT TOGETHER!

It’s 7/12/23 and I still have not received my bill in the online portal for June. The billing cycle ended 7/7 or 7/8 and I saw the meter reader. Can you update customer accounts in a timely manner?

The new website is terrible. I can view my bill amount, but I can’t view usage. I also can’t pay my bill. The website says you can only pay open invoices when I click on the NEWEST invoice? !? !? Ridiculous. I’ll have to go pay in person. Also, $3.50 for paying by card? Greedy!

Have paid once online. Even created / registered an account to be able to do that when needed. My information is NOT recognized. Even when putting in my customer/account number in. Unsatisfactory.

They keep “updating” their website, and it always come with users not being able to access their accounts. And their rates are always going up. But… they’re our only option.

The people in the town know you are screwing us over, you're all a bunch of thieves!
Now you're sending out notice that you'll be raising the rates in October and claiming you haven't raised them in YEARS. Bull! My consumption has never been lower than it is now but my bill is at an all time high.

The worst experience ever! New website is complete garbage! Who is in charge of updating their website? They didn’t send a email explaining how to use the new website or that they would be changing their website structure. When I finally found out I need to create a new account (after I emailed customer service) It didn’t allow me to view my invoice. Make sure to carve out 2 hours of your day to contact them.

I've been trying to speak to anyone in customer service for quite awhile and today waited 45min and no response. I just wanted to ask a question. I don't understand why no one takes the phone calls. Not happy!

Currently, still on hold after 55 minutes. I am a new customer and have had only two billing cycles - both "wonky" according to the representative that placed me back on hold for an additional 15 minutes because she herself was confused. $450 deposit is absolutely ridiculous and have read in previous reviews $250? I want to make absolute certain that I get back my deposit (12 mos on time payments), but YES they make it difficult to pay your bill or even understand it.

Follow up: I got my deposit back 5 months? Past when it should have been credited to my account. They base your deposit on the previous year's usage - wow. I had to call to let them know it was owed. They sent a confirmation email, but it was for the wrong account. My statement did reflect the correct amount. What they did not tell me is as a new customer is that if you're the home owner, the deposit is waived showing the deed. It may be stated in the "welcome" letter that I never received. It is as if they acquire deposits when they're not necessary and hope the customer forgets it is due back to them after a year of on time payments.

Maybe the worst run utilities department in the country. How can u force people to use this new website to pay bills and it doesn't work? Greedy, poorly run. Get out of Independence

Website is down. Did not get a bill this month. Waiting for a customer represenitive for over 45 minutes. Can't sign up for the "new" website because my last 10 bills don't have my account info on them. What a joke. I'm sure they will send me a "late fee" too.

Poorly managed and run. The Mayor should be ashamed to let this continue. Forget about calling as you will wait over 30 minutes for an answer.