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
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  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