Almost a year ago, I had just moved in to my new home for a few months. I was waiting and waiting to hear from whomever it was that was to provide me with heating. Finally, after about 3 months following my move in date, I receive an invoice from them charging $250 fee for account setup, plust another $130 for my heating charges. I called into customer service who tells me that if I want to avoid the $250 up front charge, I would need to complete a form to sign up for the Budget Billing plan and send in a void cheque to have my payments debited automatically from my bank account. So I proceeded to send in these forms and a void cheque with a written explanation of what I was looking for. I sent this all in by courier and verified that the documents were indeed received at their offices and signed by someone their. 2 weeks went by and I still did not receive confirmation that everything had been setup, when I called in to customer service, they were always saying that it should be setup soon. Finally after another week went by, I called again and asked the customer service rep to check on it and he said, they cannot call the other department to check on it and I asked why not and they said it is not their responsibility, I called back later and asked another person to check, she said she would e-mail them to check and call me back, never heard from her. I called again later and asked another person to check and he just told me that it would be done soon, I asked him to check and he said no, it is not his responsibility and when I asked him if he were in the same position, would he not want to know? He arrogantly said "No, I would not". When I asked to speak to a manager or supervisor, they said they are not available. Finally, I got so upset, I left an angry message for the Ombudsman's office and a few days later I got a call from the ombudsman's office and that my request has been processed. I informed them of the horrible service I received.
This was still not the end of it, many months later, I received an invoice and there was a message stating that I had been overbilled by an amount of $383. However, they continued debiting my bank account for more than I was actually using. I called to ask them to just deduct my current balance from my current credit amount and the rep kept telling me that although they did make errors in calculations which lead to them overbilling me for several months and leading to me having a credit balance, they cannot just take it from my credit balance. I asked to speak to a supervisor and was told again that I would have to leave a voice message asking to speak to a supervisor and the subject. The next day, I spoke to a supervisor and after a long discussion, they finally decided to just deduct my monthly balance from my current credit balance instead of debiting my bank account. It was just such a struggle to get what I rightfully deserve from them. I am continually monitoring the situation to look for any issues.
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