- 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
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