Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:28/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our new home last year 2023 October ***. We had been using Enmax Energy as our provider for all our energy and water needs. Weve never defaulted on payments ever. But in February this year, we started receiving bills from Direct Energy Regulated Services. We immediately contacted them and explained to them that were with Enmax. Theyd promise to close the account but like clockwork every month bills would come in, and wed call to dispute it to no avail. Today we spoke with them yet again, after we received a call from their representative telling us they are going to send Debt Collectors! We later called to try to get to the bottom of this issue, and their representative said we should ignore the bills. They wrote a wrong number on the bills that they sent us, and they also promised to close the account last month in July but never did. Here is the Case Number for Dispute of Account they gave in July: *** *** ***** We are tired of dealing with these people, please help. Their bills also keep changing the amount every month

  Business Response

  Date: 30/08/2024

  Upon review, we found that consumption was seen for site ************* (address ************************************************************************)with nobody enrolled as responsible for billing. The land title was pulled as part of our vacancy process to determine the responsible owner of the site, and it was found to be the customer ******* ************ They were enrolled as the responsible party for billing. The customer then calls and requests to have the account closed as they were apparently being provided services by Enmax. The account was closed as requested; however the site was once again left vacant with consumption seen. The vacancy process was again initiated.
  
  This vacancy situation with the customer happens three times. The customer keeps asking to have the account closed, then it gets tagged as vacant and becomes enrolled back. This means that there are no other providers taking over the site. The customer will have to contact their provider to enroll the site, to prevent future vacancy process from occurring. Until that point, all charges are valid should they keep getting enrolled back under Direct Energy Regulated Services. It is extremely rare that two providers bill for one site as the distributor sends usage readings to one retailer only. If the customer believes that they are being double-billed, they are more than welcome to send us an invoice reflecting the sites they have with Enmax.
  
  We spoke to the customer via telephone and advised them of this information. They had some confusion with the site ID information, so they advised that they would contact the distributor for more information.

  Customer Answer

  Date: 31/08/2024

  Hello there,

  I completely disagree with the narrative of what we discussed.

  As  l informed you on the Telephone , my Unit number is **************************************, ** and l do not know who owns *************************

  My unit HAS NEVER BEEN VACANT since l moved in , in Oct 2023 TILL DATE, l live here and my self and family have never travelled. My payments with Enmax up till Out 2024 is ***. I will upload all my bills from Oct 2023 till date as your site can only allow * bills to be uploaded per e mail section.

  l have been calling direct energy since Jan 2023 when l was sent bill that i do not know this site number they are referring to and numerous requests made to please close the account and if possible cut off the supply of gas and electricity.

  l have contacted Enmax on more than three occasions and from there end, l am up to date and everything is fine as evidenced on  by bills..

  l do not have any confusion about the site ID information as the info is clearly stated on my bills.

  It is wrong for for me to be paying for what l did not use. Enmax and Direct Energy can not provides services at the same time.

  Kindly look deeper in to this.

  Best regards,

  ***********.

  Cell no: ************

  NB:

  I will upload other bills that were paid to Enmax shortly

  Customer Answer

  Date: 31/08/2024

  More Bills from Enmax

  Customer Answer

  Date: 31/08/2024

  More Bills paid to enmax

• Initial Complaint

  Date:22/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill from Direct Energy on July ****. I opened it today July **** as I pay my bills on Sunday. I was shocked to see that the late payment penalty would be incurred if I did not pay by July ****. Therefore, I only had two days to pay my bill. I received an Enmax bill the same day and the late penalty date was August ***, more than two weeks away. It is unacceptable to send out a bill with a late penalty date two days later. Something must be wrong with their system as the statement date is July *** but I did not receive the bill until more than two weeks later. This company needs to change the date that they send out their bills and give people more than two days to pay their bills. What if I had been away or on vacation? I need more than two days notice to pay a bill. This is completely unacceptable and their business practices need to change. I do not want to set up automatic payments - this company needs to change their billing processes.

  Customer Answer

  Date: 23/07/2024

  Hello

  I did provide my account number in the original complain but I will provide it again. ************

  Sincerely, ***********;

  Business Response

  Date: 25/07/2024

  On July *, 2024, the invoice for the customer's account was generated and mailed out to the mailing address that is verified on the account. The due date for this invoice was July **, 2024 as ** days is the standard for the due date after the invoice is generated.The invoice was mailed via ************ Once the statement is sent out in the mail, delivery times can vary with the postal service and this is a possible delay that is beyond our control. We have contacted and spoke with the customer.

  Customer Answer

  Date: 28/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: Although Direct Energy claims that the invoice was mailed out from ******* on July *** I did not receive it from ****** Post until July ** which is over two weeks later. They need to investigate with *********** why it took ** days for it to go from ******* ******* to ****************. I received it on July **** and opened it on July **** four days later and the due date was July ****, three days after it was delivered to me. As I said in my original complaint, I got a bill the same day July **** from ***** that was due on August *** which is fair practice - I had almost two weeks to pay the bill. Something happened after it was "sent" via *********** on July *** that caused it to be delivered ** days after delivery and three days before the bill was due. If in fact it was mailed from ******* on July ***, why did it take *********** ** days to deliver it - that needs to be investigated so that it does not happen again. I will now have a bad review against my credit rating because I did not pay a bill on time - three days to pay a bill it not fair practice and I did due diligence. They need to investigate what happened. That is not fair practices to receive a bill three days before the late date and I am now penalized for sending my remittance late. Someone at Direct Energy needs to talk to *********** and ask why mail sent on July *** was not received by a customer until ** days later in the same province. 
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:27/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a bill with Direct Energy on April **, 2024 and closed the account. They double charged me. There is now a credit on Account Number: ************ which I contacted ********************************************* On April ****, 2024 to get it refunded. I was told it would take 10 days and they would send me a cheque. After no cheque showed up in the mail I have started to call them daily as of May ****. I have been told all sorts of stories ranging from approvals are pending, refund was denied, and refund was issued April **** and should be there soon. The customer service personnel have no ability to resolve the issue and cannot escalate to get a resolution. I just want my money back so I can pay other bills.

  Business Response

  Date: 31/05/2024

  The customer contacted the call center on *****/2024 to check the account balance and make a payment. The agent informed the balance and removed the late payment fees from the account. Due to an error the payment was made twice, which left a credit of ********* in the account. The customer got in touch on ****3/2024 and was informed that a refund check would be sent within ** days, this agent was sent to coaching and performance review for providing the wrong information to the customer. The customer contacted the call center on *****/2024 and the agent informed that the refund was still under review. The customer got in touch on *****/2024 and the agent informed that the refund could take ***** days from the opening of the request as it is an inactive account. On *****/2024 the case was escalated to the Customer Experience Team and the case was escalated to speed up resolution. We spoke with the customer to inform that the check was generated on *****/2024. The customer will receive the check at his mailing address within * to * business days according to Canada Post's delivery time, the customer accepted the resolution. 

• Initial Complaint

  Date:08/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb **, 2024 I paid Direct Energy $****** via e-transfer by mistake. On Feb **** I called & spent over ** minutes reviewing the details. I gave them my TD transfer number, my old Direct Energy account number & everthing that was asked of me. I was told I would receive payment within ** days. The person would not give me a file number, case number or even his name. On March **, I made a followup called and talked to ******, no last name, no e-mail, no file number. I was then told by her told they were working on it & that they had moved toa new system. I asked for the highest supervisor she had. I then talked to **************** and was advised me that my file was waiting to be review. I, again. ask for the file number but told he was not allowed to provide. I asked for his manager but he told be he was the highest I could go. I told him that was not right & to show a littel empathy for a senior. He told be I would have the owed refund within ** * ** days. May *, 2024I am now on the phone ** hour ** minutes) after giving all the same information to another un-named person. She has advised I must wait another hour on line- waiting for a manager to give me a update. Now the phone just went dead. This is so wrong in so many different ways.

  Customer Answer

  Date: 09/05/2024

  I sent the e-ransfer to my old direct energy account number  ************.  That number is show in both documents I had sent.  Direct Energy had found my old account on Feb ****  and agreed to pay.  If you need to call me please do.  ************.  

  Customer Answer

  Date: 13/05/2024

  I just got off the phone with ******* the Customer Experience Manage with **********************.  ******************

  She had called twice on Friday, May ** but missed her calls. I called on Saturday, May **, 2014 and left message.

  I called her a few minutes ago.  I am very frustrated. She advised me that the money was refunded to me on March **, 2024 via a e transfer & that I need to go to my bank to sort out. 

  I ask for some (any) kind of documentation that I could take showing that transaction. She say that was not possible and that I would have to collect from my bank.

  I find it hard believe anything was ever sent to the my bank & that the lack of any documentation in very concerning.

  I asked her to try again as that e-tranfer probably canceled itself after a short peroid of time.  I suggested for them (Direct) to cancel that e- transfer payment of  March **, 2014 and issue a cheque. 

  I will be leaving on holiday From May ** - June * so please do not find me in default for not replying if any more questions come up during that time. 

  Customer Answer

  Date: 14/05/2024

  Can you please ask them to prove that payment as sent on MArch ** to my ******** I have called the bank and then so place to start as usually the e- tranfer would come to me in form of e-mail. I need help. They have refused to provide any details other than a refun was sent to my bank. They have not proved that in any way shape or form to me.  Please help me. **** ************. 

  Business Response

  Date: 14/05/2024

  After completing an investigation here is what we were able to find out. Customer had called in on FEB **, 2024 and let the agent know he had made a payment to his old inactive Direct Energy Regulated Services (DERS) account ************ instead of paying EPCOR for the amount of $****** and he wanted to get his money back. The agent creates a request to have our back office start an investigation about it.Agent is not able to leave any notes as there is no active account with DERS to do so. Customer calls back on MAR **, 2024 and tells that agent he had called in the previous month about getting his payment back. The agent creates another request about the payment to be refunded. The remittance team received the request and initiated the process to send back the payment to the customers ******* at the email of via ************************************ Unfortunately it is up to the bank for when they complete the request. Typically it takes **** days for them to complete the process. It has been over ** days and we have sent another reminder to them about the request. The customer will need to speak with his bank and when they will release the money back to his account.  We called out twice to the customer and left a message. We did speak with him on May **,2024 and he has asked for us to use the BBB portal for any other information or reply. We have reconfirmed with our remittance team that we cannot mail out a refund cheque as we have already sent the information to his bank.
  

  Customer Answer

  Date: 15/05/2024

  Called ******* just now and reviewed all the information I have now.

  They are unable to help due to not enough information.

  The respond from DERS (Direct) was not enough information to do anything with. 

  I need a screen shot or copy of what was sent to TD. 

  I am leaving for holidays with limit access to the internet so pleas hold this file open until resolved.

  Business Response

  Date: 15/05/2024

  This account that a payment went into is very old and does not exist in our new system. That's why a refund back to the bank account is triggered automatically. We have confirmed with remittance team that an email was sent out to ************************************ and is following up with our contacts at TD. However, there is no screenshot that we can share as they were internal emails. We will continue to escalate to TD on our end.

• Initial Complaint

  Date:29/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 201* I signed up for power and gas utilities with Direct Energy Regulated Services for my current address unit *** ******************************************************** They required a $*** deposit for each account. Account #'s ************ and ************. In the fall of 202* I switched utilities providers and requested my deposits to be refunded. Direct Energy claims that my deposits were returned to me in 201* in accounts credits. The last time I was able to access my monthly statements the statements that would prove this were unavailable. I called Direct Energy on * separate occasions asking for them to provide me the statements proving their claim or for them to return my deposits. Each time I call they say they will send them or that they have been sent but I have never received them. I would like them to provide me these statements proving their claim or to return my deposit money.First phone call was Nov. ***** ****pm ** min Second phone call was Dec. **** ****pm **min Third phone call was March ***** ****pm **min My third phone call would have been longer but either the line was cut off or they hung up.

  Customer Answer

  Date: 29/04/2024

  Direct Energy sent me the invoices required to resolve the issue. Thank you. 

  Business Response

  Date: 30/04/2024

  Direct Energy Regulated Services started providing electricity and gas services to the customer on 2018/0****. On 2018/*****, the customer paid the security deposit of $****** to the account ************ and $****** to the account ************. The customer received the security deposit back as a credit in the accounts. In the account ************ the amount of $****** + interest was credited to the 2019/0**** invoice. In the account ************ the amount $****** + interest was credited to the 2019/0**** invoice. We spoke to the customer and sent a copy of the invoices as requested. 

• Initial Complaint

  Date:17/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***************. I am acting on behalf of my brother-in-law because he doesnt know English well.On December **, 2023 my brother-in-law ***************** mistakenly sent a payment of $****** to Direct Energy (through the **** instead of his current energy company.He was not aware of his mistake until he received his current energy company bill with a late payment charge. He did contact his bank to ask for help. After * months, his bank told him that they could not get the money back for him. His bank told him to contact Direct Energy by himself. I emailed Direct Energy on Mar ******* and requested a refund for my brother-in-law. At least * Direct Energy ************* Representatives emailed me back. They kept saying that my brother-in-law account number does not seem to appear on their system. I told them that my brother-in-law switched to different energy company in December 202*. One of the customer care representative also ask me to provide her the proof of the misapplied payment and I did. Until now this issue is still not resolved.I was given Bil payment by mistake #********

  Customer Answer

  Date: 17/04/2024

  
  Account number: ************

  Customer Answer

  Date: 18/04/2024

  Today, Direct Energy just sent me an email saying that they were able to locate my brother-in-laws payment. They have contacted my brother-in-law financial institution to process a return. 
  I would like to withdraw the complaint of Direct Energy. 
  Thank you very much for helping us. 
  ***************

   

   

• Initial Complaint

  Date:05/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being called by CBV collections for in invoice from direct energy for the dates of July **-August *, 2023. I sold my home in September ** and have provided direct energy proof of sale of my as they requested. They refuse to resolve the issue and every representative, supervisor, and email I have spoken with or exchanged contact with has refused to provide any resolution to this issue. My account number they claim I have with them is ************.

  Business Response

  Date: 08/04/2024

  On 2022******,the gas site for **** Sage ******* Gdn was dropped to Direct Energy Regulated Services as vacant as no one has signed up for service. In *******, if no one signs up for gas or electricity service, the site becomes vacant and comes to the default provider in the area to assign to the rightful owner. Thats why the land title was pulled on 2022/***** that determined ************************* as the property owner at the time. Sometimes, land title can take more than ***** days to update from the municipality level which is what has happened here. We received a sales agreement in January 2024 and there was a delay with working the referral for corrections. Corrections have been made and charges are now reversed. Direct Energy Regulated Services do not report to credit bureau so the customers credit is not impacted. We have shared this resolution with the customer.

• Initial Complaint

  Date:28/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Direct Energy acct is under my deceased husbands name (*********************. Acct number *************** moved from *************************************************************** to #*************************** in July 2023. My husband requested a credit refund in the end of June or beginning of July and was told it would be received by us in September. Apparently it was sent to the wrong address. My husband passed away October **/2023. I have since called Direct Energy 8 times trying to get my $******. Here are the varying excuses:1) Dec **/2023: they will look into in. Cheque sen to wrong address 2) Dec **: they requested another death certificate and copy of will. I sent it that day 3) Dec **: they said documents were recieved 4) Jan **/2024: was transferred to the credit department and I was told they would reissue me another cheque as again the first cheque was sent to the wrong address 5) Feb **: I was told the resolution would be done on February 14 and I would have a cheque arrive in ***** days. She told me she would call me tomorrow to let me know what the resolution was..I never heard from her 6) Feb **: supervisor said refund was generated January ** and I should receive the cheque by end of March 7) I called them to see what was happening with my cheque and was told I would be called the next day with the information. Again I never heard anything 8) Spoke with the supervisor who said the process is very complicated and the department in charge (financial department) needs to see what they can do. I informed him that that this has already been through the financial department. I asked to speak to the supervisors supervisor but he said that wasnt an option. I am sick of the run around and I want my money then they will never see me again. Sincerely, *************************

  Business Response

  Date: 02/04/2024

  The customer contacted us on *****/2023 requesting to cancel the account. The move out was done on *****/2023,leaving the account with a credit of $******. The refund cheque was generated on *****/2023. On ******2023 ******* got in touch stating that they had not received the refund cheque. ******* was informed that she was not listed on the account and was told by the agent that she needed to send the documentation to be included as an authorized person so we could investigate. ******* sent the documentation on *****/2023. ******* got in touch on *****/2023 and was informed that the documentation sent was incomplete. ******* sent the documentation again on ******2023. ******* got in touch on *****/2024 and was informed that the cheque had been sent to the incorrect mailing address. The agent updated the mailing address and created a referral requesting a new cheque to be sent. The customer got in touch in February and March and the agents informed that the case was still ongoing, and that the cheque would be sent as soon as the process is completed. On *****/2024 the case was escalated by the customer experience team and the cheque will be mailed out to the customer by April ***.

  Customer Answer

  Date: 08/04/2024

  Direct NRG (******* from Customer Experience)contacted me on April * stating that the cheque was being mailed that afternoon and I would have it by the end of last week. So far no cheque has arrived. I have left another message for ******* but it sounds like he is gone til next Monday. 

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October *, 2023 I mistakenly sent a payment of ****** to Direct Energy instead of my current energy company. On October 13 I spoke to an operator who said a refund cheque had been issued.I have yet to receive this check and have been calling regularly to check in. Since my first follow up call after October ** I have been told they have been switching their system over and they cannot yet access closed accounts and advise to call back in two weeks. Operators have said at least three times that they will send an email for the claim and someone will reach out to me. Nobody has ever reached out to me. In January they advised me to contact my bank. My bank has tried to contact them * times with no response. We are now on month six of trying to get a refund on a payment that was not meant to be sent to them. I have sent requested screenshots of the transaction and account information as well.

  Business Response

  Date: 13/03/2024

  On 2023****** cheque of $****** was mailed out to the mailing address we had on the customers account. We apologize for the delay of re-generating the cheque and they were due to system difficulties after system upgrade as the customer mentioned.We have updated the procedure on how to handle such scenarios for going forward,so we can help these customers efficiently and provide effortless experience to our customers going forward. Refund cheque of $****** has been requested and will be mailed out to the customer within *** business days to the mailing address that the customer provided to us today. This information has been shared with the customer as well.

  Customer Answer

  Date: 13/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************************************

• Initial Complaint

  Date:22/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We disconnected gas and electric services with Direct Energy Regulated Services on July ***2023. Both accounts had a credit balance. After a month of not receiving any refund checks I called into customer service. It was then I was told nothing happens with credits until the customer requests them, that's absurd. Was then told it would take *** *eeks would I like to go ahead with the process, of course I did. Apparently a cheque was issued in August, which we never received. So then started the process of a monthly call just to hear I am not sure why after the cheques were canceled why no new ones have been issued. Have called in Oct., Dec, Jan ******* and now Feb **. Supervisor again telling me he will get a answer. But they won't call you back with a answer, I have to go thru the process of explaining it all over again in * weeks. They would have cut my services off if I owed them money past * months. They can owe me money for over * months and it's OK.

  Customer Answer

  Date: 24/02/2024

  Direct Energy Regulated Service

  Power Acct #************. Refund due $******

  Gas Acct #************ refund due $******

   

  Business Response

  Date: 28/02/2024

  Cheque of $****** on electric account and $****** on gas account was mailed out to the customers mailing address on 2023/***** to the mailing address that we had on file. Review of the account confirmed that the cheques are still open and is not cashed out. Our agents were not able to able to review the refund status on these inactive accounts due to the system change. We were able to locate the credits and have sent out the refund cheques of $****** and $****** to the customers mailing address on 2024/****** We have called and shared this resolution with *** on 2024/******

  Customer Answer

  Date: 28/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************