Direct Energy and Enbridge
At the end of December, we received an update on this complaint. Here’s the update:
I received a bill from Enbridge this morning. It would seem that this matter has not been resolved despite promises from both Enbridge, Direct Energy and the energy Obudsman.
In June of this year we sold our house and purchased a new home. Unfortunately our new home would not be ready until October. Due to the delay we had to rent an apartment and were unable to transfer any of the companies with which we were dealing to represent us in our new home. I contacted all of the companies (hydro, gas, banks) and explained the situation. In July I received a final bill from Enbridge. Aside from the usual charges we were charged an additional 383.53 as cancellation charges. These charges pertained to our Home heating and cooling protection plan.
I called the company and tried to speak to a representative about the charges. I was told to call Direct Energy as they handle all of the billing for Enbridge. I then called Direct Energy and spoke to a representative. I explained the situation and the rep. Elizabeth agreed that we were billed in error (the amount represented the remaining charges as we were not going to keep the heating and cooling plan for a year). The representative agreed that we had been paying the monthly fee for 10 years, and rarely used the plan. Elizabeth also agreed that we should not be committed to paying fees for a service we would not be using and that nowhere in our agreement did it state that should we cancel that we had to pay a for a year in advance. Elizabeth gave be a PR # TEMINO and told me that we would be credited the $387.53 on our next bill in August.
In August I was surprised to see that our account was not credited. I called Direct Energy, explained the situation to Amanda an executive officer. She checked our file, agreed that a mistake had been made and re-assured me that Direct Energy would contact Enbridge and that the amount would be credited to that account.
In September I received a letter from Enbridge saying that our account was passed due and that our names would be sent to a collection agency. I tried once again to explain the situation to the Enbridge rep. Pashoy employee # 660059 who in turn told me that there was nothing they could do that the information had to come from Direct Energy. I then called Direct Energy and spoke to Amanda Ross, another executive officer. I again explained our situation, was told once again that our account would be credited and that the credit would be reflected on our November account. Imagine my surprise when I opened the bill from Enbridges saying this is a final notice, and that our name would be place in collection if the bill was not paid. We now owe $411.57 because of additional interest charges for late payment.
I called and spoke to Donavan employee # 32585. I again explained the situation to Donavan. Donavan in turn told me ‘not to worry that if our name was place in collection that they -Direct Energy’ would do everything possible to help! I was not happy with his answer. Dovan assured me that he would look in to the matter and call me back within 24 hours. It has been 24 hours and I have not heard from Donovan nor any other representative from Direct Energy.
In the end I am absolutely disgusted with the treatment we have received at the hands of both Direct Energy and Enbridge. It would appear that there is no longer any such thing as ‘customer service’. It would seem that being very good customers for 10 years holds absolutely no significance to either company.
What can I do?
Where do you go from here.
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
December 2nd, 2009 at 8:19 am
I work for Enbridge and would like to help you resolve this. Could you contact me at our Ombudsmans office. Ombudsman@enbridge.com.
Eileen
December 2nd, 2009 at 9:45 am
Hi,
I’m with the Direct Energy public relations team. I’m very sorry to read about your experience in trying to cancel your protection plan.
I would be more than happy to help you reach a resolution on this matter. Please contact me at the email address provided.
A quick clarification on billing for all readers – Enbrdige bills on behlaf of Direct Energy, which is why they’ve not been able to assist in resolving this matter.
Best regards,
Crystal
December 18th, 2009 at 1:00 pm
I would like to thank penciltrick for looking into this for us. We received calls from both companies almost immediately, and our problems were solved within a few days, along with a lot of apologies. Thank-you penciltrick for being there for us – you were great
December 19th, 2009 at 3:28 pm
Our pleasure John. I’m glad we could help. And great work to Enbridge and Direct Energy. Other companies could learn a lot from their quick responses.
January 8th, 2010 at 10:12 pm
The narrative above reads like something out of the twilight zone for me. We moved to a new house in August, and Direct Energy / Enbridge continue to send us bills for a water heater in a home we no longer own. We have phoned numerous times and (once we manage to crack the surly and unhelpful exterior of the reps we speak with) have been told this would be corrected. The latest bill contains threats of collection action. We are at our wits’ end.
January 27th, 2010 at 2:42 pm
[...] Here’s an update from the person who sent a complaint about Enbridge a while back. The original post is here. [...]
January 28th, 2010 at 10:53 am
I have a severe complaint about Enbridge as well. In late 2008, I began receiving letters that my gas meter needed to be changed. I called in three times over the next few months to provide them with my landlord’s info since I didn’t have access to the room where the gas meter is kept. Since that date, I was also receiving estimates only on my bills, and never actual readings, even though I asked Enbridge three times to rectify the situation.
Finally, in late 2009, after a fourth call, Enbridge changed the meter. Then in January 2010, they slapped me with a $663 bill in back charges for the previous 14 months. Doesn’t seem fair or right to me. I called Enbridge, and spoke to three different people who gave three different reasons as to why my meter wasn’t being read for the past 14 months. However, all three people did agree that I was out of luck and had to pay.
This especially doesn’t seem fair to me since I wasn’t even living with the same roommates in 2008 that I am living with now, which makes me solely responsible for about 75% of the bill, unless I’m able to squeeze some money out of my old roommates.
Any suggestions??
January 30th, 2010 at 2:59 pm
received a bill from enbridge. am with direct energy for gas supply. gas supply charge i understand customer charge 16 and high cost of delivery. however why am i charged for delivery to enbridge one at .044850 and again .054600 for all those charges thats 103.00 plus gas supply charge of 249 adding my bill 387.57 a month on heat. thats crazy
February 4th, 2010 at 8:07 pm
I have had a 4 year contract with Direct Energy Heating/Cooling Service.
The contract ended Dec.1. I – I called to confirm.
Dec. /09 I see they took out their payment anyways.
Another flurry of letters to them/phone calls. i rec.d a letter saying, ” Sorry you have not renewed.”
Not trusting them now, I spent $20.00 to put a stop on any further withdrawals for 6 months.
January they changed the amount slightly and withdrew the money.
(Apparently this is how companies get around stop payments , as the “stop” can only be put on a specific amount and not the company name.)
I wrote the “Home Services Ombudsman” but he said he couldn’t get involved in money.”
PS The icing on the cake: We had this service because we had a 60 year old furnace. We got a new furnace. We were told they couldn’t come out and service the new furnace as it would be on warranty. ( Understandable.) HOWEVER “your contract still stands”.
February 8th, 2010 at 6:55 pm
Has anyone noticed that the bills are sent out just a few days before the end of the month, not allowing for snail-mail delivery to make it to your door before month end? I usually get mine about 3-4 days after I’ve already paid the month-end bills but the due date is given as, ie: the 11th, never the 15th. I wonder how much Direct Energy sucks out of their customers in late fees with this nasty, immoral business conduct…someone should investigate THAT! No, it’s not illegal but it sure isn’t fair. Anyone have a suggestion as to the best place to call/start a complaint against this practice?
February 18th, 2010 at 7:26 pm
Has anybody considered or taken a legal action against the Enbridge billing on behalf of a Direct energy scam? (Enbridge doesn’t care, they are just billing on behalf of DE, DE keeps feeding me the same fodder, we are at fault we are looking into it ….. it has been 6 months …)
I am considering it since it has cost me so much time for the last 6 months that I am not about to prepare to give them a free pass (who knows when they billing issues will be fixed …)
March 11th, 2010 at 1:57 pm
Im one of the customer who have a problem with direct energy billing system.I had my water heater tank rental eversince with them. Now that green environment product is been coming up to the market. I decided to chance my Tank in too Tankless and get the new tankless with the other company. Tankless is been installed last August of last year,the old tank which belong to Direct energy is been pick up last September of last year i even pay them $75 to return back there product thats fine its there policy. And i even expect them that the rental charges will replect on my bill for the next 2 billing cycle at least. And credit back the consumer after a maximum of 3 mos. thats how it goes, so thats fine at least by December heater rental wont appear on my bill, and get credited for the last 3mos.I kept on calling them every single months Dec. to gave them the heads up,so they wont forgot. Jan. of this year Feb. and March too.I really dont know what is going on if they are ignorant or mormons, or this is the way that there going to piss off any client that has a plan in leaving there company. This people is one of the best in stealing other peoples money, dont get me wrong
but look. If your rental with them is January 1 to 31, and you return the rental propery at around January 5 or 10. They will be still charging you up to 31st of January. This is one of the best smart concept guys, There allowed to double jeopardize their client. Thats why ask of March billing my Water Heater rental is still on my bill, and every single months i called them they will always tell you adjustment will appear after 2 billing cycle.