The Consumer Complaints Blog

My husband and I purchased a model home in February 2009. We moved in to our home in April 2009. At that time the home was 1.5 years old and had been receiving heat. After we unpacked and settled into our home in a week, I began the task of calling all the utility companies and giving my name and address. Including Enbridge Gas. I spoke to a customer representative that took all the information and said that I would receive a bill in 6-8 weeks. Near the end of June 2009, I had noticed that I had not received a bill from Enbridge Gas. I was at work this time and called the company to inquire as to way I haven’t received anything. I was jumped around to 2-3 customer service agents till I was sent to an agent by the name of Sonia. She took the time to look at my account and said that she noticed the previous agent had not finished the account properly and that she assured me she would take care of it and that I would receive a bill in 4-6 weeks.

End of august 2009 beginning of September 2009 rolls around and I still have not received a bill!! I call Enbridge Gas back and surprisingly had received the same customer service agent Sonia. I explained my situation again for the 4th time and she said that I had spoken to her previously. I expressed my sincere frustrations and that lack of service that has been provided so far. Sonia apologized and said that she will look into it right away. So I waited on hold and she returned after 20minutes or so to tell me that she is having a hard time figure out why my account is not set up. Sonia also said that my meter inspection had just taken place back in June 2009 so maybe that could be the reason for the back log. I told her that I need this rectified right now as i’m trying to be a good consumer and pay my bills. I was put on hold again for another 30 minutes and I hung up the phone in frustration and said that I wouldn’t be calling back.

The summer rolls by and the fall and no bill arrives in my mail box. Out of complete and udder frustration and disgusted at the lack of urgency this company has, I called them back on January 29th 2010. I spoke to a customer service agent and asked to speak to the supervisor. They told me I had to leave my information and that the supervisor would return my phone call. Lisa the supervisor for that day called me back and left a message stating that they were working on fixing the problem and I would receive a bill somewhere around April 2010!!! I called her back and again expressed my frustrations and that receiving a bill 12 months after I moved into my new residence was unacceptable. She advised me that Enbridge Gas had went through a system upgrade in December 2009 and that most of the accounts had to be put in manually. I told her again that I had not received a bill from Enbridge Gas since I have lived at my new residence in April 2009, So what was the issue then? Why was it that every time I spoke to a customer service agent they were blaming another agent for not completing the right procedures? She had no answer for me and kept talking about some system upgrade. I than asked her what can she do for me since by the time I would receive my bill it would be roughly $3000.00? She replied that she could credit me $50, not charge me interests or late payment and allow me to make payment arrangements. I told her that wasn’t good enough and that such a huge company such as themselves should be trying to regain my faith back into their company. Lisa told me that’s all she can do. I kept trying to make her understand that this was completely unacceptable to me as a customer. During the conversation she began to raise her voice and I asked who was above her that I could speak to as she was becoming rude and none helpful. Lisa than said she could forward my complaint to the customer advocacy department and they would return my phone call in 48 hours.

On February 3rd 2010 I received a phone call from Kristal who was very nice and understanding. She gave me another explanation that included the system upgrade they had back in December 2009. I told her again that I have been at this home now since April 2009. Kristal starting saying that since I had switched to natural gas with Enbridge, I stopped her and told her that this home was built in August 2007 and that since this was the model home for the new neighbourhood it has been receiving gas since then. Kristal responded with “Oh” as to indicate this company had no idea about the gas they were supplying. I also asked her what can be done for me to help offset the cost of my bill that I have not received since I moved in and the countless hours spent on the phone trying to get someone to care enough to have a sense of urgency to fix this problem. All she could offer me was another $50 credit to make it a $100 credit in total. I replied sorry but that’s not good enough and who could I talk to that was higher than her. She said the ombudsman office. I told her that I already placed the call and was waiting to hear back from them.

February 11th Jesse from the ombudsman office calls and leaves me a message that I will be receiving a bill in 2 weeks and that she will keep in contact with me over this issue. I was away so I could not return her phone call till February 22 2010. As of today February 24th 2010 I have finally received my bill and it’s still not right!!!!!! I have a bill that dates from October 2009 to February 5 2010 with only one actual meter reading for the month of January and a balance owing of $2077.33. Saying that between the dates of December 9 2009 and February 5 2010 I used $1331.96 worth of gas! When I have a energy efficient home that’s 2.5 years old and a furnace that the builder installed runs at 98% efficient. Out of the entire bill Enbridge Gas is trying to charge me usage based on estimated readings and 1 month of an actually reading. How can a company make you feel so unimportant and give you a bill solely based on ESTIMATED readings, when they had 10months to take meter readings. I have put a second call into the ombudsman office for Jesse tonight to return my call. How does a honest, long term customer get any sort of help or fairness from such a large company that obviously does not care about the family’s they serve????

Still an ongoing issue as of February 24th 2010

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.