Comments on: Consumers Beware! Enbridge Horror Story

By: Raj Khanna

Raj Khanna — Wed, 18 Mar 2015 15:02:15 +0000

We were over billed by Enbridge for our industrial Condominium where we run our business. They told us that there is meter number swap and we may be paying for someone else’s meter. They will investigate and get back to me. A few days later, on cold December day, our meter was exchanges without our knowledge or consent and gas was shut off. When we confronted the technician who exchanged the meter in he turned heat on only one of the seven HVAC units and threatened us that we will face consequences. When I complaint to manager he said technician was right but he will send some one else to turn the heat back on. The other technician spent several hours going over everything and issued a tag that we need to add a 3-4 ft ladder to our building. They told me that manager has told them not to turn the heat back on as he promised us. There was such ladder in building since built for last 25 years and Enbridge has been on site on many occasions. Despite these facts they have shut off our gas in this cold weather and clearly told us that they do not care about its impact on health and safety of those who as well as any other consequences on business. A complaint to customer care on manager’s action got the response that we should sort it with him. We are documenting entire chronology of events and are in process of contacting the president of Enbridge, Canadian Federation of Small businesses, Better Business bureau, our MPP and other regulatory authorities. Any other suggestion as to how deal with a loose cannon manager and his goon at Enbridge is welcome.

By: Dave Broadley

Dave Broadley — Mon, 19 Jan 2015 18:00:48 +0000

I am dealing with Enbridge as well i moved into a new business location Mar 1st 20 10 then i called to open a commercial account they came out to inspect and to turn on the furnace and hot water heater WELLL they red tagged the furnace and hot water heater on Jan 05 2011 as unsafe and locked the service off at the meter, i started getting bills for services not being used i called them and explained this the bills kept coming the landlord would not fix the furnace or hot water heater so i moved out June 31st 2011, i moved into a new location set up a new account yes I had heat every thing was good i was paying my new bill and all of a sudden on June 6th 2014 i get a bill of $1,262.29 added to my heat for the new shop they transfered the bills from the old place to my new place. O I had many harassing calls from collections about the old account i wrote in to them to stop they did. I contacted the ombudsman and complained well what a farce after several attempts finally i got a reply and an answer that they found that there was a leak at the meter this is where the consumption was coming from and reversed late payments and a bunch of other stuff so i took out my calculator and added up the credits and wow there is still $300+ still unaccounted for money that is owed to me so i called the ombudsman again they got back to me apparently it is a second party billing for the hot water heater (I didnt authorize that) so after several calls i finally found the right place there is several possibilities (Direct Energy,Direct Energy Home Services,Direct Energy Home Services Commercial division) I had to contact each one to find out what was billed and here we go nothing was billed but on my (i requested copies of the old bills from the previous account) and on these bills there is billing from Direct Energy Home Services Commercial division, I call them and they say the monies have been credited back to the old account,So it seems Enbridge has my credits. I will be calling them again today as well as putting in a email complaint and hopefully i can recover my $300+ and have it credited to my new account. my fingers are crossed i dont need this extra aggravation. This second party billing should not be allowed unless you authorize it.

By: Javaid Akthar

Javaid Akthar — Wed, 10 Sep 2014 14:53:35 +0000

Oh my GOD, embridge is pain in the…………..

I strongly believe embridge has special department who intestinally create problems for their client. I am also victim of the same story started last minth (in August 2014). My house was rented and tenant left my house in April, 2010. My new account was created and everything was going normal. I sold the house in Nov 2013 and bills for all utilities were cleared.

But what!!!!!! last month I received phone calls and letter to my new address that you owned bill of $750. it was under tenant name and issued in March 2010 and has not been paid and after 5 years they decided to sent it to the collection agency who started harassing me last month. I am still reply through emails explain and asking why should I pay that bill. Did I authorize or signed a agreement that I shall be responsible to pay others bill. This communication is still going On. I am asking for advise if some one has for me or how to file a complaint. I am in Mississauga, ON.

By: adam

adam — Thu, 12 Jun 2014 01:24:39 +0000

Why did you pay the bill that wasn’t addressed to you in the first place? How come you didn’t take this up to landlord company?

By: Graham

Graham — Sun, 14 Oct 2012 13:19:58 +0000

Boy does this all sound familiar. I was the landlord of a triplex where I was to pay the Enbridge bills. It turned out that for over a year Enbridge had been sending the bills somewhere (I think that it was the apartment itself) which had not been paid. I have absolutely no issues paying these bills: however, when I sold the place I thought that everything was right up to date. Suddenly I started receiving calls from Enbridge’s Collection Agency saying that I owed over $700 for an apartment – I simply said fine – send me the bills. Well, they don’t have them I said get ’em and send them to me and I will pay. The person I spoke to thought that this was a fine idea – I waited a couple of weeks and the dunning phone calls kept coming. I had had enough and called Enbridge and asked that they forward the entire bills for this address. Turns out that there were also two other bills outstanding from that same address. I asked WHY they did not send these last bills m to me since they had been doing so for some three years – no answer. Eventually I did get the bills (including some from the current owner – possible Privacy Act violation), paid the bills and thought that this was the end. Turns out that the phone saga is not quite finished. I have been getting calls from the collection agency telling me that I have to provide them with proof that the bills have been paid – I said stuff it – call Enbridge and get them to tell you. I await further info. To be fair, the lady from the collection agency is quite pleasant – we are on a first name basis, it is the continued phone calls that is irritating. I have already fired one letter of complaint to the head office in Calgary and am waiting for something from them (yeah – I know – probably nothing). I feel another is in the works. In my view, Enbridge lacks communication between themselves and their own collection agency and the concept of customer service is shaky at best.

By: Jason

Jason — Mon, 23 Jul 2012 23:41:10 +0000

Let me clarify, is this the organization that’s promising to build a pipeline across the Rockies?

By: Nicole

Nicole — Sat, 16 Jun 2012 02:31:38 +0000

I am pretty happy that everything’s included into my rent at my apartment, i only pay one bill and that’s the phone bill and internet. I DONT EVEN DEAL WITH BELL OR ROGERS ANYMORE! I have had enough of their b*llcrap we don’t even have cable since you can view almost everything on the internet these days. It’s nice only having to pay my rent and ACN bill every month. My mom on the other hand, I am fighting her battles with Enbridge. As a matter of fact i have a similar fight to take on with them before the week is out!

By: Lyssa Rhodes

Lyssa Rhodes — Mon, 04 Jun 2012 21:33:11 +0000

In reply to Aimee LeBlanc.

I hope everything does get sorted out completely and sooner than later. I’m wondering if we are about to face an issue with Enbridge. I’m in my 3rd house in 4 years each time changing my account with Enbridge. This last move I had a credit owing to me on the old house .. Ive yet to receive a new bill for the new place we moved into .. and I’m not sure how if at all we get this credit applied or refunded.
I wouldn’t mind if it was a small amount but its almost a few hundred dollars worth .. Ive yet to see any sort of indication from Enbridge how they address that …

By: Natasha

Natasha — Thu, 17 May 2012 13:46:34 +0000

I used to work for Enbridge’s billing department, and this is exactly what I used to deal with. It is SO confusing for customers when they have spoken to several reps that do NOT know what they are dealing with. I had several customers that would call me directly (I had my own line because I was in the back office), if they had any questions regarding their bills. I am so sorry that you have gone through all of this frustration and miscommunication! Word of advice for ANYONE who moves into a property with natural gas or electricity: Find out prior to moving in if you are responsible for your gas and electricity bills! Also, NEVER pay an account that is NOT in your name, for ANY utility. You wouldn’t pay rent or mortgage for previous tenants/owners, why would you pay their utilities?
I sincerely hope that this is the end of your nightmare with Enbridge.

By: Tyla

Tyla — Thu, 17 May 2012 13:42:55 +0000

Sorry to hear about the nightmare you have been dealing with. When I read your story one thing that stuck out was that you got a collections notice. Have you ordered your credit reports to ENSURE there is no collection outstanding ours either of your reports? Given the run around would want to be sure it was gone to not affect anything down the line. Just a thought.

By: Steph

Steph — Thu, 17 May 2012 13:04:20 +0000

boy…I am SO SO SO glad that everything is built into my rent at my apartment, all i pay is one bill. And since I STRONGLY dislike TV (lol) we aren’t even hooked up to cable, so no TV bill. It’s nice only having to pay my rent and my Bell bill every month. My wife is a TV fan so we pays a small amount every month to sign up for a site where she can watch her shows (legally, I know some people don’t mind downloading, but I’m a indie author of e-books so I’m not going to let my wife screw the writers around lol) but it comes out of our paypal automatically….I am so thankful for that.

By: Robyn

Robyn — Tue, 15 May 2012 03:59:12 +0000

YIKES!! It totally sucks dealing with Enbridge. Believe me when I say..I feel your pain. I am sure that there are numerous horror stories out there about how awful this company is. And the worst part is, they do it because they can!! I have no other options in Toronto but to get our service with them and clearly they take that into account when dealing with their customers. My family and I went without gas service for 3 weeks because no one there had a clue of what they are doing. I have never had to deal with an Ombudsman to get a company to do what they are suppose to do, until Enbridge. I am truly sorry for your dealings and any future dealings with them and can only bid you GOOD LUCK!! (you’re gonna need it)

By: Rhy

Rhy — Tue, 15 May 2012 03:11:15 +0000

I am not with Enbridge but I am with Union Gas and well after 2 1/2 years of the same thing as your going though I had enough and I called my MPP and asked for advise. Gas Companies are Regulated and he told me to file a complaint. I had my issues solved in 3 weeks a Letter form Union Gas saying that as of that date the figures in the letter were the only ones they would go by. I also advised them if the problem ever comes up again I will contact a lawyer first thing. in the last 5 years I have had only one small problem. I was put in touch with a supervisor and it was fixed in 10 days. I had two small bills to pay which totelled what one bill would have been and no other problems so contact your MPP. Ask for advise. Even though both companies supply gas in Ontario different rules might apply and things have likely changed in the last 5 years.

By: stacey

stacey — Mon, 14 May 2012 23:40:55 +0000

Sounds like every experience I ever had with Bell and then with Virgin after Bell bought them. Sorry you have to deal with their incompetence.

By: Andrea

Andrea — Mon, 14 May 2012 23:10:33 +0000

In reply to diane. If you don't want Bell calling anymore tell them if they don't stop you will contact a lawyer and have them charged with harassment. They called my house at least every other day, then I told them that and I haven't heard from them since. I still get the snail mail but at least they are not calling me any more.

By: diane

diane — Mon, 14 May 2012 13:47:25 +0000

I had nightmares with Bell Canada –they had open a second account without telling me. paid regular account, then found out it’s for second account. I had to fix up all the messes they did. after that, had enough, got rid of them. they call me almost everyday and I don’t answer they mail me some junk. I don’t care for these guys at all and hope they stop bothering me for stupidity.

By: Nicole G

Nicole G — Mon, 30 Apr 2012 16:01:47 +0000

I am not a lawyer but it stands to Reason that if these bills are not in your name WHY then are you responsible for paying them??? if you are not able to ACCESS an acct why would you pay anything ?? at this point I would hire a lawyer…this IS harrasment and defamation of Character seeing as how the bills are in collections, the accounting misconduct of a company is Not your responsibility in the first place and you are now in a arrears for an non exsisitant acct…..

By: Steph

Steph — Sun, 08 Apr 2012 10:43:20 +0000

In reply to Eve. My neighbor was trying to get her bell internet hooked back up, because she didn't have a phone line she used our phone, which is under my dad's name. It took ten days after they said it would be on and her forcing them to send a technician for it to get fixed. The dumb thing was, they kept calling her Larry, my father's name because she was using our phone which is also under Bell. She had to correct them over and over and they still kept trying to "fix" stuff with our account instead of hers.

By: Delliel

Delliel — Sat, 07 Apr 2012 17:57:34 +0000

Tell them to close any old accounts and mail you a letter stating that the account has been closed.

By: Eve

Eve — Mon, 02 Apr 2012 23:28:53 +0000

I have had issues with Rogers and Bell. Rogers itself sent a note saying they were going to cancell my internet service (I’m not even sure if it was a legit note) so due to others problems I ended up going to another company for my internet, but Rogers kept charging for the internet they cancelled for 6 months. Every month I had to call and say why am I being charged? tell them everything all over again and over again even though it is all in the file. I even asked if the service is still available since I am getting charged for it. The answer I can’t answer that question I am not able to say if it is or isn’t. Finally the last person I talked to told me basically the other solutions were bandage solutions because essential I was given a one-credit every time but the problem wasn’t resolved hence why I was charged. I was told I had to cancel the account for the service that Rogers cancelled NOT me. I was flabergasted REALLY I had to cancel it really shouldn’t Rogers know if they cancell the service to cancel the account? Anyways She cancelled it for me I had to wait 60 days for it to go through and pay for two months of service I never got. She said she wasn’t allowed to give the credit the others did. I paid and finally all settled.

With Bell you have really pay attention with your bills. During the summer (2011) I had phone problems and one was inside so I had to pay for it, no problem I paid. During Dec 2011 that charges appears again with the July date. I couldn’t believe it but it was srted out quickly.

By: kat

kat — Thu, 29 Mar 2012 19:50:38 +0000

Hi, that really sucks! Just be careful with the collection agency. I work in collections, you need to make sure enbridge has it pulled and not just the agency closing the account (it can be marked as “closed/dispute” but still “active” and just sitting around until it’s time to move to the next agency. And also, just because it’s closed doesn’t mean it’s gone. If someone at enbridge doesn’t know what is going on they will just transfer it to another agency and the whole thing will happen again. usually things get reported every 30 days to equifax or transunion, But not all companys report, so you should check your credit in a couple months.

By: Jessica

Jessica — Thu, 29 Mar 2012 19:17:48 +0000

I am having the same problem with bell!

By: Carly

Carly — Wed, 21 Mar 2012 14:33:36 +0000

We had something similar happen when we moved into our house over a year and a half ago in New Brunswick. We just bought our first house and we didn’t get a bill for a few months. I was thinking that you get one every 3 months or something (thinking that gas wasn’t all that expensive). When we did get a bill it was for around $400 with late charges and everything. When we called we were told that they had been sending our bill with to the previous owner at their new address. We had set up an account with them the day we moved in so we still don’t know why it went there. We were then told that we had to pay the bill and could we pay it right now. We didn’t have $400 so we tried to set up a payment plan, which in the end they had to make it a bigger payement because they didn’t calulate it right. So finally a year and a half later we had it all paid off. There was no help from the company for their clerical error. I’m glad you got to the bottom of it and had someone call you back!

By: NameBarb

NameBarb — Wed, 21 Mar 2012 14:24:51 +0000

I had issues in the fall with them as well. We were sent a supposed make up bill since we pay equal payments, well the bill was $1100! Now during that year we switched our water heater from the old style gas one to the tankless style, knowing we would be SAVING money, not loosing it! Well I called them and asked them to come read the meter again and they refused said it was not a mistake. If we did not pay the bill they will shut the gas off and it was days before winter was coming! Well we borrowed money to pay this bill. The next months bill ended up with a credit of $1200. When I called back I did not even get an appoligy or anything and they said it was to remain a credit and would not send me the money back even though it was their mistake! I have went all winter without having to pay the bill but also had to pay interest on the money we borrowed to pay it. The company sure has a monopoly on us all! Wish we had more than 1 to choose from! Thanks for listening and sorry for your ordeal as well!

By: sherri

sherri — Wed, 21 Mar 2012 14:08:47 +0000

OMG that is what happend to me 6 months after we moved we got a bill from an old account and we paid it. I really hate that we have to go through this but I am glad you got it all sorted out. I am going to watch my bills carefully and hope this doesnt happen again, I was actually suprised at the amount of my old account 7 hundred something dollars shocking but i did pay it but thought it would be around 4 or 5 hundred, i wonder if i got screwed too. Im in Oshawa

By: elysha

elysha — Wed, 21 Mar 2012 14:03:17 +0000

that is just crazy, this happened to me once with our security company ADT, we had a past account with them that we thought we cleared up before we moved which they ended up called me 8 months after we moved stating that we owed 150.00 in a past account. I was totally confused as i thought the account was closed and a new one was opened with a new address, needless to say i spoke to a ADT rep and since i’ve dealt with her before and i was a good customer she said if i paid the 100.00 she would write off the remaining 50.00 for being a good customer and keeping with my payment arrangements on time. I now only deal with her when i have an issue with the company and i now own the security system in our apartment and only pay a small monthly fee.

By: Anita

Anita — Wed, 21 Mar 2012 13:56:54 +0000

sorry you had to deal with that..Enbridge is trying to put a pipeline from Alberta..across BC into Kitimat BC. Alot of people here in BC are against it..

Glad you got it all straightened out 🙂

By: Aimee LeBlanc

Aimee LeBlanc — Wed, 21 Mar 2012 12:44:58 +0000

This sounds EXACTLY like what happened to my Telus accounts! My hubby and I decided to combine our Telus bills and after three 1 hour phone calls, a representative FINALLY figured out to transfer the credit (bc I overpaid the bill) form my hubbys account to mine and to close his account. Well, they closed his account, but the 72$ credit form his bill was never transferred. We kept getting bills for both phones, even though they told my hubby he would no longer have ANY affiliation with Telus after the bills were combined. So after about 5 months of getting the bills with the credit, last week, lone behold, I got a cheque for 72$ from Telus, lmao. What a bunch of tools! Hope your trouble gets worked out soon!! The stress I felt after dealing with them was crazy, I really feel for you!