To protect the privacy of certain individuals the names and identifying details have been changed.
Meet Greg, a hardworking dental hygienist living in Calgary. After six months of dealing with an outstanding invoice from his utility company, Greg finally called the Utilities Consumer Advocate (UCA). He explained that his utility company sent him an invoice with a $95.61 amount owing, which he insisted he had already paid.
Greg did everything he could to get the issue resolved. He sent his utility company all of the relevant documents, including his bank statements. He contacted his utility company directly at least nine times. Despite all of this, Greg could not get any information on why the amount remained outstanding. The utility company added the late payment penalty fees to his balance and closed Greg’s account. When Greg received a call from a collection agency, he had no idea what to do anymore.
A member of the UCA mediation team listened to Greg’s story, and after reviewing the information he provided, began working on a possible resolution. They contacted the utility company on his behalf and asked about his missing payment. The utility company was able to locate Greg’s missing payment and apply it to his account. After months of frustration, Greg was relieved and grateful for the UCA’s help!
If you have provided your retailer with documented proof of a mistake and have been unable to come to a resolution, the UCA can review investigate with your utility company and attempt to resolve your concern or determine if different/additional documentation is required.