Some resolution?

September 19, 2007 – Shelly Wolfe called back and advised:

• Credit rating has been restored from 2 (Satisfactory) to 1 (Excellent)
• Does not affect Credit Bureau rating. Only time this happens is when the account is closed and Enmax is trying to collect any outstanding amounts
• Final Notice letter was sent out in error – the flag on accounts which had billing issues were lifted at the end of August and it was done system wide so ours was one of them. This generated the letter to be printed
• Confirmed that payment of $422.09 was received and our balance is $0.00
• Willing to put it all in writing and will send out to us when completed

Here we go again...

September 18, 2007:

• Bill from Calgary called back. He is in the Collections Centre
• Questions raised to him were:
• Why are we receiving a Final Notice when we didn’t receive any other letters?
• Bill advised that we would’ve gotten it on our prior bill at 30 days and the 60 days was for the April non-payment bill
• Advised him that we didn’t get an April bill and the issue was already escalated. As well, if the letter is for a 60 days in arrears, why did we receive it in September? 60 days from April is June. Letter was printed September 8 and was mailed on September 10, 2007
• Bill advised that he does not know what the problem is as it's a billing problem, not a collection problem
• Also advised him that we were experiencing issues with Enmax not billing us (even though we asked them many times over) and we were on a payment plan. Had he read the file completely as we had requested prior to contacting us, he would have known that we didn’t have a bill in April but still made a payment on May 1, 2007 for $300 after our phone conversation with Ed Isidro
• As well, with us not receiving continuous billing, we were not sure which month we were paying and what was in arrears or not; however, payment arrangements were made with no penalty or disconnect
• What does a credit rating of 2 mean? What are the rating numbers and its corresponding descriptions?
• Bill advised that our credit rating has been restored to “excellent” which is a 1 but did not answer our question of what does the rating numbers correspond to
• We would like to know if this has hit Toby’s credit bureau report but didn’t receive any answers
• What does the Status Code “A” mean?
• Bill advised that “A” means active
• Can we get this in writing that our credit rating has been changed back and we are caught up on our bills and will not be disconnected?
• Sent Maria Gonzaga, Rob Mackin and Kevin Brown an update email explaining current issues with Enmax. Also sent copy of Final Notice Letter in pdf format.
• Asked if someone can contact us to answer our questions we had posed to Bill as we did not receive any satisfactory answers from him. We would like to know in writing:
• Indicate that our credit rating has indeed been restored with Enmax and what this credit rating number and its corresponding title is
• Indicate that by no means has this credit rating been reported to the credit bureau under Toby's name and if it has, what actions will Enmax be pursuing to rectify this error
• Indicate that as of September 7, 2007, our balance is $0.00 (we have caught up) and that there will be no disconnect
• Kevin Brown replied via email and advised that he has forwarded the email to the Executive Vice President’s Office
• Shelly Wolfe (403-219-2077) from Enmax Customer Advocacy called to advise that she had received the email which was forwarded to her by Rob Mackin and Maria Gonzaga. Shelly will look into it and reply via email tomorrow (September 19, 2007) morning

Spoke too soon... Final Notice???

September 17, 2007:

• Received Final Notice Prior to Disconnection letter in mail
• Toby called Enmax and talked to Sabrina in Calgary to discuss
• Letter indicated that we are 60 days in arrears in our payments and last payment was made on July 31, 2007.
• Sabrina indicated the 60 days in arrears is on the basis that we didn’t make any payments in April 2007.
• Our records however indicated:
• April 24/07 – billing issue has already been escalated and we were in contact with Ed Isidro about why we haven’t received our April bill which was supposed to be printed on April 10, 2007
• Since January 2007, we have made payments:
  February 15, 2007 - $300
  March 22, 2007 - $400
  April – no payment as we were having issues of receiving bills and Ed Isidro was working on it
  May 1, 2007 - $300
  June 5, 2007 - $400
  July 30, 2007 - $400
  September 7, 2007 - $422.09 (full payment of bill as it caught us up to date).
• Asked that a manager call us back AFTER he/she reads our file
• Sabrina advised that a manager will contact him within 24-48 hours

All is well in billing land... for now

June – September 16, 2007:

• bills were received and no issues were noticed