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