Still waiting for a manager to call back

March 12, 2009:

• Called back to find out why a manager has yet to contact us to explain to us why we weren't notified of our account number change nor were we notified of the changes in our billing cycle
• Talked to Badur @ 10:50 am and was advised that they had informed the bank on our behalf and we asked them why were we not notified of this account change. No response.
• Badur advised that we would be back to our "regular" billing cycle in April which would mean that our bill will be shifted back to being printed on the 28th of each month instead of the current change of the 3rd of each month
• Asked again about why we were not notified and Badur advised that they couldn't inform the customers in time due to the system upgrades, etc.
• Pointed out that a system upgrade and billing cycle changes would have been planned and not something that is done within a week, especially if they had notified the UCA in early February
• Asked who made the decision to not inform the customers of the account number change or the billing cycle change. No response
• Asked why we weren't called back by a manager within the promised 24 hours. No response but just offerred to help (which he didn't as he didn't respond to our questions)
• Had to ask for our new account number as agent didn't offer it. Ask to be transferred to a supervisor
• Was on hold for 5 minutes before speaking to Daryl @ 11:04 am
• Daryl advised that the banks were notified and this is suppose to go on indefinitely (the banks would be the ones responsible for transferring our payments from our old account numbers to the new ones - not Enmax)
• According to Daryl, there will be a notice sent out sometime in March or early April. The notice was delayed, possibly due to some decisions "higher up"
• Daryl informed us that the billing date has now been changed to the 3rd
• Advised Daryl that Badur told us that our bill cycle would be back to the 28th instead of the 3rd and Daryl's response was that this is impossible because of regulation. Two different answers for one question...
• Daryl was unsure why we weren't called back within the 24 hours and concluded that the person who was suppose to call back got busy but someone will call us back