Thursday, March 12, 2009

UCA provided more info than Enmax

March 12, 2009 - Wrote the UCA (the "Commission") to ask them if a utility company can shift your billing cycle because of an upgrade to their systems or change your account number without notification?
  • Spoke with a representative and was advised that yes, they can shift the billing cycle to better align with the meter reading dates and they can change your account number without notification if they had taken the precautions to notify the affected groups (in this case, Enmax notified the banks of the change)
  • Pointed out that although Enmax may have advised the bank, if the information doesn't get trickled down to the branch level, no one will be the wiser. As well, advised him that like Canada Post, the banks will not be transferring funds from an old account number to a new account number on behalf of a vendor forever. They will do this as a courtesy for about 6 months, like Canada Post and after this timeframe, they will just pay to whatever account number that is on the client's profile. Problem arises when the client was not notified that their account number has changed so that they can update with their banks, accountants, Epost, auto-payment, or whatever way the customer pays
  • Representative advised that Enmax did do its "due diligence" by advising the Commission that they were planning this before the change was implemented and that it would only affect a small handful of people (approximately 300) so that's why they weren't going to advise people.
  • Asked representative why did the CSR advised that they had advertised this on their website (https://www.enmax.com/Energy/Res/My+Account/AccountNumberChange.htm) or on the IVR system as a blanket message to all customers if this is suppose to only affect a "handfull" of customers? If they had advertised this as blanket messages, then why couldn't they have placed it in the Special Messages box directly on their bill (as not everyone will sit and check out their utility company's website daily or call the IVR system just because)?
  • Representative was not aware that they had done blanket advertising as Enmax had only advised the UCA that it would only affect a small group of people so he will look into it further and get back to us
  • Checked the Enmax website and this is what was on there:


Why has my account number changed? We’ve recently upgraded our customer care system. As a result you will find a new 9-digit account number that replaces your current 12- or 13-digit account number on your bill.

  • This begs the question, how does changing from a 12 or 13 digit account number to 9 digits only affect a "handfull" of people so that's why Enmax didn't think it was necessary to advise the customer with an insert or something noted in the "Special Messages" box???

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