December 2006 - 2 billing cycles missed now

December 2006:

• We still didn’t receive a bill from Enmax for the October – December period (now it is 2 billing cycles we have missed)
  
• Called and was advised yet again that Enmax didn’t receive the meter readings from Epcor in which we advised them that it was done on a monthly basis
  
• Was then advised that they couldn’t print our bill as they are now having printing issues (first it was meter readings not received, now it’s printing issues??) Asked them when we should be receiving a bill, we were advised that they would be able to send us out one within a few days once the system is working again
  
• We asked to have a breakdown of our readings and to have them sent to us. Enmax will do so
  
• We asked for an estimate of bill and again was advised that they couldn’t provide us with one but we should just make a payment anyways
  
• We were then asked if we wanted to change over to Easymax instead of our current plan. We asked them if that would mean we would actually receive a bill or will we be having the same issues
  
• Enmax then advised us that the Easymax doesn’t have a contract whereas we do but didn’t address our issue of not receiving our bills. Instead, we are being solicited for another product
  We asked to speak with the billing department and was advised that they do not have any phones

November - billing issues again

November 2006:

• Didn’t receive a bill from Enmax so we called and was advised that Enmax didn’t get a meter reading yet from Epcor
  
• Again, we were told it was “no big deal” at which point we advised that it took us 7 months to get caught up from the previous year’s bills because of Enmax’s lack of service
  
• Went to ask Epcor when meter readings are done and was told our last reading was in October and it is done on a monthly basis
  
• We called Enmax back and advise them of this information and now we are told yes, they have received the reading but the bill hasn’t been printed yet as they are again having issues with the system
  
• Asked them if they could provide us with an estimate of how much the bill is and they are unable to do so but was advised that perhaps we should put $50 on it or something. Not knowing how much our bills were last year as we didn’t get our first bill until January, we feared that it would happen again where we wouldn’t be receiving our bill and when we do, it would take us another 7 months to complete paying it off; thus, creating another vicious cycle. We ended up talking to Bruce who provided us an estimate of $383.07.
  
• We made a payment of $400.00 on November 29, 2006 so it wouldn’t be such a “big” bill in December

Finally receiving bills on timely schedule!

August – October 2006:
Received bills for period of:

• June 22 – July 24, 2006 for $151.26 (paid in full on August 14, 2006)
  
• July 24 – August 23, 2006 for $93.21 (paid in full on September 14, 2006)
  
• August 23 – September 29, 2006 for $173.01 (paid in full on October 24, 2006)

Summer and finally caught up paying for winter's bills

July 2006:

• Received bill for period of May 23 – June 22, 2006 for $240.26
  
• Made payment of $240.26 on July 12, 2006 – finally caught up to current month

June and still paying for bill from winter

June 2006:

• Received bill for the period of April 21 – May 23, 2006 for $508.68
  
• Penalty charges were credited back to our account and this bill’s penalty charges were waived
• Made payment of $400 on June 9, 2006 as per payment arrangement

Received bill with late penalty fees again

May 2006:

• Received bill for the period of March 23 – April 21, 2006 for $685.30
  
• Again, we were charged for late penalty fess of $3.22 and the $9.14 weren’t credited back to our account from April’s bill
  
• Called and ended up talking to Kerry (supervisor) as Sherry was fired. Kerry advised us that he will reverse $12.36 in late penalty fees and we told him that we would pay $400 as per our arrangement (payment was made on May 8, 2006)

Received bill with penalty charges in April for Feb/March 2006 billing

April 2006:

• Received bill for the period of February 21 – March 23, 2006 for $789.46
  
• Now charged late penalty fees of $9.14 even though we were advised in March that we’re on a payment plan and as it was Enmax’s error for not providing us a bill in time, all late charges would be waived
  
• Called and talked to Rahim on April 5, 2006 about the issue and he had waived it and advised us that it won’t happen again. We advised him that we were making another $400 payment as per the arrangements in March 2006 (payment was made on April 9, 2006)

Late bill received in March for January 25 - February 21, 2006 period

March 2006:

• Received bill for the period of January 25 – February 21, 2006 for $681.22
  
• We called (talked to Sherry) to advise Enmax that as they took so long to provide us with a bill, it is now very difficult for us to pay that large amount in one payment so payment arrangements were made. We agree to pay $400 by March 17, 2006 which we paid on March 7, 2006. Balance of $281 plus the current monthly amount of future bills would be added together and we would continue to make $400 payments until it is clear

Paid first bill in February 2006 for period of December 21/05 - January 25/06

February 2006:

• Paid first bill from Enmax for the period of December 21, 2005 – January 25, 2006
  
• Noticed that we were charged late penalty fees for a bill we haven’t received in over 4 months so we called in and was credited $0.90. Asked them how come the bill is so small because it’s winter. Was advised there’s a problem with the system and aren’t we happy it’s a small bill? We were quite frustrated and upset by this comment because we were very aware that there would be a large bill at some point

First bill since August 2005 with issues dating from September - December 2005

January 2006:
Finally received first bill after switching over to Enmax in August of 2005. Issues:

• When we called in September 2005, we were informed the address was entered wrong so it went to a non-existing home. We asked them how come no one called us as the phone numbers were correct but we didn’t receive a reply
  
• The address was updated and we were still not receiving a bill. Called back in October 2005 and was advised that it was sent out. We asked what the address was and again, it was wrong. Now our bill is going to someone else’s house down the street. Changed our address yet again and was told that we should be getting our bill
  
• Called again in November 2005 and was advised that it takes awhile to receive our bill as we were transferring from Atco Gas. We asked them what the previous month’s bills were then if it takes awhile to transfer. Again, we received no response to our inquiry. Was advised that our bill shouldn’t be so “big” so to “not worry” about it. We advised Enmax that we were still receiving Atco Gas bills and we’re paying that but would like to know where our bills went to considering the time it’s taking to transfer over to Enmax. All we were told was to continue paying Atco Gas
  
• We called in December 2005 and advised Enmax that we were very frustrated with the service. Signed agreement in August and it has been 4 months since we’ve actually received a bill. Again, was told there was error in address and the bill isn’t a “big deal” so to continue to pay Atco Gas. This time they advised us that there is a problem with the systems so it’s taken a long time to transfer. We expressed our concerns of how large our bill would be as it is winter. According to Enmax, it was “small.” When we asked how much, they couldn’t provide us an estimate as the system doesn’t allow them to do this.