Wednesday, September 19, 2007

Some resolution?

September 19, 2007 – Shelly Wolfe called back and advised:

  • Credit rating has been restored from 2 (Satisfactory) to 1 (Excellent)
  • Does not affect Credit Bureau rating. Only time this happens is when the account is closed and Enmax is trying to collect any outstanding amounts
  • Final Notice letter was sent out in error – the flag on accounts which had billing issues were lifted at the end of August and it was done system wide so ours was one of them. This generated the letter to be printed
  • Confirmed that payment of $422.09 was received and our balance is $0.00
  • Willing to put it all in writing and will send out to us when completed

Tuesday, September 18, 2007

Here we go again...

September 18, 2007:

  • Bill from Calgary called back. He is in the Collections Centre
  • Questions raised to him were:
  • Why are we receiving a Final Notice when we didn’t receive any other letters?
  • Bill advised that we would’ve gotten it on our prior bill at 30 days and the 60 days was for the April non-payment bill
  • Advised him that we didn’t get an April bill and the issue was already escalated. As well, if the letter is for a 60 days in arrears, why did we receive it in September? 60 days from April is June. Letter was printed September 8 and was mailed on September 10, 2007
  • Bill advised that he does not know what the problem is as it's a billing problem, not a collection problem
  • Also advised him that we were experiencing issues with Enmax not billing us (even though we asked them many times over) and we were on a payment plan. Had he read the file completely as we had requested prior to contacting us, he would have known that we didn’t have a bill in April but still made a payment on May 1, 2007 for $300 after our phone conversation with Ed Isidro
  • As well, with us not receiving continuous billing, we were not sure which month we were paying and what was in arrears or not; however, payment arrangements were made with no penalty or disconnect
  • What does a credit rating of 2 mean? What are the rating numbers and its corresponding descriptions?
  • Bill advised that our credit rating has been restored to “excellent” which is a 1 but did not answer our question of what does the rating numbers correspond to
  • We would like to know if this has hit Toby’s credit bureau report but didn’t receive any answers
  • What does the Status Code “A” mean?
  • Bill advised that “A” means active
  • Can we get this in writing that our credit rating has been changed back and we are caught up on our bills and will not be disconnected?
  • Sent Maria Gonzaga, Rob Mackin and Kevin Brown an update email explaining current issues with Enmax. Also sent copy of Final Notice Letter in pdf format.
  • Asked if someone can contact us to answer our questions we had posed to Bill as we did not receive any satisfactory answers from him. We would like to know in writing:
  • Indicate that our credit rating has indeed been restored with Enmax and what this credit rating number and its corresponding title is
  • Indicate that by no means has this credit rating been reported to the credit bureau under Toby's name and if it has, what actions will Enmax be pursuing to rectify this error
  • Indicate that as of September 7, 2007, our balance is $0.00 (we have caught up) and that there will be no disconnect
  • Kevin Brown replied via email and advised that he has forwarded the email to the Executive Vice President’s Office
  • Shelly Wolfe (403-219-2077) from Enmax Customer Advocacy called to advise that she had received the email which was forwarded to her by Rob Mackin and Maria Gonzaga. Shelly will look into it and reply via email tomorrow (September 19, 2007) morning

Monday, September 17, 2007

Spoke too soon... Final Notice???


September 17, 2007:

  • Received Final Notice Prior to Disconnection letter in mail
  • Toby called Enmax and talked to Sabrina in Calgary to discuss
  • Letter indicated that we are 60 days in arrears in our payments and last payment was made on July 31, 2007.
  • Sabrina indicated the 60 days in arrears is on the basis that we didn’t make any payments in April 2007.
  • Our records however indicated:
  • April 24/07 – billing issue has already been escalated and we were in contact with Ed Isidro about why we haven’t received our April bill which was supposed to be printed on April 10, 2007
  • Since January 2007, we have made payments:
    February 15, 2007 - $300
    March 22, 2007 - $400
    April – no payment as we were having issues of receiving bills and Ed Isidro was working on it
    May 1, 2007 - $300
    June 5, 2007 - $400
    July 30, 2007 - $400
    September 7, 2007 - $422.09 (full payment of bill as it caught us up to date).
  • Asked that a manager call us back AFTER he/she reads our file
  • Sabrina advised that a manager will contact him within 24-48 hours

Sunday, September 16, 2007

All is well in billing land... for now

June – September 16, 2007:

  • bills were received and no issues were noticed

Monday, June 18, 2007

Aah... customer service!


June 18, 2007:

  • Kevin Brown followed-up to see if everything was resolved
  • Advised him that all is well so far and thanked him for his assistance
  • Kevin advised that if anything else is to come up we should contact him

Wednesday, May 9, 2007

Seeing a light at the end of the tunnel...

May 9, 2007:
  • Maria called and faxed over spreadsheet with calculations
  • Walked through the spreadsheet and calculations of GST, etc. and found an error on one of the bills and it will be corrected in next billing cycle
  • Maria also set up monthly payments for us and will monitor our bills over the next couple of months to ensure that everything will go smoothly

Tuesday, May 8, 2007

Almost there...


May 8, 2007:

  • Kevin Brown contacted via email to follow-up on progress of inquiry
  • Advised him that it is ongoing
  • Kevin will follow-up again at a later date

Thursday, May 3, 2007

Much clearer...

May 3, 2007:
  • Maria faxed detailed breakdown of GST charges on account and we went through it together.
  • GST is calculated on a per line item and prior to any adjustments such as gas rebates
  • The $6.36 charge was after all rebates were calculated from the December 22/06 – January 18/07 bill; however, GST is calculated based on the charges prior to adjustments of gas rebates so the GST shows as $34.04
  • Maria did notice that we were charged twice on our latest bill (Bill date of April 27/07) in GST ($1.35) and other charges ($22.46). We should be receiving the bill sometime this week or next week
  • Will have those credited back to our account so we should see a credit of $23.81 on our next bill. As of the bill date of April 27/07, the balance is $851.03 which includes the credit of penalty charges of the last bill ($6.93) and another $50 credit. The credit of $23.81 will show up in the next bill.
  • Since we have made a payment of $300 on May 1, 2007, our bill should be $527.22 (which takes the $23.81) into consideration
  • Maria has also put a note on the account that the balance of $827.22 (without our $300 payment) on a 6 month repayment plan which works out to be $137.87/month. We will still be required to pay the current month’s charges in addition to the $137.87. If we want to continue to make $300 payments on top of our current bill, we would pay off the balance faster but if need be, the minimum payment to “catch up” is $138 + current month’s bill charges
  • Maria will follow-up in about a week to see if we have any other questions after we review the spreadsheet of the breakdown

Wednesday, May 2, 2007

Keeping us informed... finally - communication

May 2, 2007:

  • Maria emailed to advise that she is still working on the GST portion of the bills and would rather touchbase on May 3, 2007. This should provide her with more time to review the reports. Emailed her back to advise her that it was fine.

Tuesday, May 1, 2007

Promises, promises

May 1, 2007:

  • Waited to get a call back from Maria @ 11:00 am but no call was received
  • Sent email to Maria and cc’d Rob & Kevin @ 12:30 pm
  • Maria called at 12:40 pm and informed that the penalty has been removed. There was a correction to the system for penalty charges but our bill was printed prior to that so we were charged. It has been removed and going forward we shouldn’t be receiving any penalty charges. Still working on the GST issue. Advised that the GST is calculated by line item but it only takes into consideration the debit amounts and not the credit amounts. Maria has a meeting in the afternoon to discuss further and will call back either in the afternoon or first thing on Wednesday, May 2, 2007 morning
  • Advised Maria that we’ll be making a payment of $300 of the $575.66 bill today. Going forward we will be making $300 payments monthly until we are all caught up in the billing
  • Maria also advised that there will probably be another $50 credit to the account for the next bill to thank us for our patience while they sort through the billing system. Also advised that she will be monitoring our account for the next couple of months

Friday, April 27, 2007

Our issues are finally being looked at...

April 27, 2007:
  • On a conference call with Rob Mackin (Manager, Service Provider Contracts) and Maria Gonzaga (Supervisor, Customer Advocacy Team) and explained issues of GST billing error, late penalty fees applied, and our frustration of how we have to explain our story again every time we call in as well as the number of occurrences (3 in total)

  • Maria looked into the system and noted that although we haven’t received bills, we have been making payments so unsure why we’re being charged late penalty fees. Also advised that we shouldn’t be as it’s in the system that we weren’t being penalized for their billing problems. Maria acknowledged that we do have a credit balance on our account

  • Rob noted that perhaps the GST was a roll-up of the past few months so it doesn’t quite add up. Explained to him that this is an issue dating back to Dec 22/06 and Maria will also look into it
  • Rob advised that they have been having many issues with the billing system and will hopefully have them all resolved soon. In the interim, Rob will be keeping track of our bills for the next 2 – 3 months to ensure that it is being done up correctly

  • Maria provided her direct phone number (403-769-6817) so that we can contact her for future issues. We have also been provided with Rob Mackin, Kevin Brown and now Maria Gonzaga’s email addresses

  • Maria advised that she will look into the GST issues along with the penalty fees and call back on Tuesday, May 1, 2007 @ 11:00 am to follow-up/touchbase

  • Advised Rob & Maria that there’s now another employee at work who hasn’t received his bill for 1 month now so they’ll also look into that

Wednesday, April 25, 2007

Incompetence still reins...

April 25, 2007:


  • Still haven't bill via fax as promised by Ed's phone conversation on April 24 and the bill that was promised to be sent via fax by Mike was never received either (that's twice that a bill was promised & was never received in a span of 2 days)
  • Called Enmax back using Ed's direct line and got a general voicemail box instead. Left message for Ed to contact us back on the cell. Currently waiting for a callback
  • Ed advised that he has refaxed it for the 3rd time and we received faxed bill at 10:50 am
  • Noticed that they have credited the account $50 as per phone conversation on April 5, 2007; however, there is a penalty for late payment charge of $6.93 although the account has been overpaid and there is a $136.77 CR on the account. There was suppose to be a “no penalty charge” notice placed on the account as promised many times prior
  • Looked at bill in more detail and noticed that the tax on the Electricity is calculated at 6% but Natural Gas is charged at a different rate. Natural gas tax should be at 6% which would be $34.87 but we were charged $42.05 which is higher than 7%
  • Kevin Brown called back to follow-up to see if we received our bill and we advised him that after 3 tries to get it faxed, we finally did receive it but with errors
  • Advised Kevin of the penalty charge and the tax error. Also advised him that Ed provided us with a “direct” phone number but when we call it, it appears to be a general mailbox rather than his “direct” voicemail
  • Kevin will escalate it to Rob Mackin and will have Rob Mackin contact us directly to go through the bill in detail
  • Rob Mackin contacted us via email to find a convenient time for him to contact us to discuss the bill issues. Will let him know on April 26, 2007 after detailed review of bill
  • Upon returning home, the original Enmax bill for the cycle from January 23 – April 10, 2007 arrived in the mail with a form letter from Andrea Oldroyd (Manager, Back Office Billing Operations) and then a copy of the Enmax bill for the same cycle period with a letter from Ed Isidro dated April 20, 2007
  • Looking back on our bills we noted the following tax errors:

1. Cycle from January 23 – April 10, 2007:

  • Electricity tax is correct
  • Natural gas tax is incorrect: Enmax charged $42.05 but 6% is $34.87 and 7% is $40.68

2. Cycle from January 18 – January 23, 2007:

  • Electricity tax is correct
  • Natural gas tax is incorrect: Enmax charged $11.54 but 6% is $7.74 and 7% is $9.03

3. Cycle December 22, 2006 – January 18, 2007:

  • Electricity tax is correct
  • Natural gas tax is incorrect: Enmax charged $34.04 but 6% is $0.38 and 7% is $0.45. Note that the total amount of natural gas at this time was $6.36 but tax on it was $34.04

4. Cycle from September 29 – December 22, 2006:

  • Electricity tax is correct
  • Natural gas tax is incorrect: Enmax charged $41.28 but 6% is $38.46 and 7% is $44.87

Tuesday, April 24, 2007

Escalation does work!

April 24, 2007:

  • Ed Isidro from Enmax called back to see if we’ve received our bill and we advised him that we haven’t received the bill that was printed on April 10. He will refax it to 441-7141. (Aside: It appears that Mike was trying to fax our home phone number while I was on the phone with Ed). Ed also advised that he had sent out a bill breakdown over the weekend to show us the breakdown for electricity for time period January 12 – March 14, 2007 and gas for time period January 4 – March 7, 2007. Ed also confirmed the amount is $575.66 which is due on May 3, 2007; however, we have a no penalty and no disconnection notice on our account and we can make payment arrangements if required.
  • Ed also advised that he had received the letter from us detailing the events of our issues from our sign on date of August 2005. It was forwarded to him through Kevin Brown who had escalated it Rob Mackin and then to Jody Krerickshank. We confirmed that our address is correct and Ed noted that it was incorrect at one point.
  • After explaining our frustration about waiting on the phone for a customer rep and then being transferred before having to wait for days before we get one issue addressed, Ed provided us with a direct phone number (403-219-2077) where we can reach him going forward.
  • Acknowledged that Enmax is having billing issues and they are working to resolve it. Ed also advised that he can’t guarantee it won’t happen again but now we can call him directly

Monday, April 23, 2007

April 23/07 & haven't received reprint of bill from April 10/07

April 23, 2007:


  • Still have not received the bill that was supposedly been printed on April 10, 2007 and mailed out. It has been 13 days since the bill was “printed” as indicated by Ed
  • Contacted Enmax and talked to Mike on April 23, 2007 at 8:43 pm. Mike verified that the bill was sent on April 10 to the correct address but cannot explain why we haven’t received the bill. Mike input a request to have bill faxed to 441-7141. Mike informed there are no other solutions to track our bill and offered E-billing which we specified that we do not wish to be on e-billing as we don’t even receive our monthly bill prints consistently now. What difference would it make online? Mike also verified that there is a “no penalty” setting on our account; therefore, we can take as long to pay as we wish without penalty charges
  • Also sent Kevin Brown @ Enmax an email asking for a status update on our inquiry of April 5/07 as we haven't had a reply

Thursday, April 19, 2007

Reprint of 3 month's worth of bills was printed April 10/07

April 19, 2007:
  • We didn’t receive any calls until April 19, 2007 at 2:03 pm which Ed (on behalf of Blair) left a voicemail indicating that the bill was printed on April 10, 2007 – it has been 9 days after the bill print that we received this voicemail. The amount is $575.66 and is due on May 3, 2007

Thursday, April 5, 2007

April 5/07 & No bill since January 2007

April 5, 2007:


  • Sent Kevin Brown (the VP of Information Technology) at Enmax an email with detailed list of events asking him for his assistance in directing it to the right people to have our issues resolved
  • No supervisor contacted us so we contacted Enmax again on April 5, 2007 at 5:30 pm and talked to Jordan and asked to speak with a manager. According to Jordan, there is a credit balance of $136.77 as of April 5, 2007. Got disconnected before we were able to find out when our bill is to arrive
  • Called back and talked to Adey. Unable to transfer to Jordan and unable to provide us with the next bill’s estimated time of arrival. Transfer to manager and on hold for 30 minutes. Was assured that we would get a call back before 9:00 pm
  • Called back at 7:00 pm and transferred to manager, Blair who provided an ETA of a couple of weeks and he will apply a $50 credit to our next bill. Blair will look into getting Billing to provide us a quick-bill and leave message on cell phone by Friday, April 6, 2007 with either the amount or approximate amount. Blair will also put a note on the account for no late payment charges and no disconnect
  • We informed him that we would be on vacation effective April 6 – 21, 2007

Wednesday, April 4, 2007

No bills since January 23, 2007

April 2007:

  • Called Enmax on April 4, 2007 (talked to Tabitka) to ask them where our bill is from the period of January 23 – current is and was advised yet again that they are having system issues
  • We advised that we will be going out of the country for a month and would like to know what we should do as we do not want our electricity and gas shut off as a result of nonpayment. Tabitka told us to make a “small” payment as it would cover us until we get back which we said our last billed showed $809.53 – would she think that’s a “small” bill? No response.
  • She informed us that we haven’t made any payments on our account since January in which we quoted her all the dates and amounts we have made payments. Tabitka then advised us that they didn’t receive the payments which we told her she should look further into our account which she then informed us that she can now see the payments
  • Asked what the balance is and she provided us with a balance of $579.88 which we advised her that was the amount from a February bill for the period of December 22, 2006 – January 18, 2007 – one of the 3 bills we received within a 1.5 month span
  • Tabitka then advised us that the balance is around $300 (which apparently she can now see). We asked her to get a supervisor to contact us back and we are now awaiting to hear back from a supervisor by April 5, 2007 before 2:00 pm

Thursday, March 22, 2007

Back to payment arrangements yet again!!

March 2007:

  • Made payment of $400.00 on March 22, 2007

Thursday, February 15, 2007

Another bill totally 3 bills withing a 1.5 month span!

February 2007:

  • Made payment of $300.00 on February 15, 2007
  • Received another bill for the period of January 18 – January 23, 2007 in the amount of $809.53 (which now includes the $579.88 from the bill we just received a week and a half ago)
  • Called Enmax to advise them that we have now received 3 bills within a 1.5 month span and was told to just continue making payments

Wednesday, January 31, 2007

First no bill for 3 months, now 2 bills within a 2 week period!

January 2007:

  • Received a bill for the period of September 29 – December 22, 2006 for $446.30 (minus the $400 we paid on November 29, 2006)
  • Bill was 3 months late
  • Again we called to make payment arrangements and we paid $246.30 on January 22, 2007
  • Within a week of receiving the September – December bill, we received another bill for the period of December 22, 2006 – January 18, 2007 in the amount of $579.88 (which included the amount of $446.30)
  • Called to advise Enmax of this issue and was told to just continue with the payment arrangements