Topic:"Billing Procedures" in M12471

Type of complaint: Billing Issues Additional details: I moved and disconnected service Oct 2023, I had paid out my final bill in full and had presumed the account closed. I do not have a power bill in my name at all anymore since that time...

AI summary A customer reports receiving a bill from NS Power for service they no longer use, nearly two years after disconnecting service and paying their final bill. They are concerned about NS Power retaining their account and banking information and the potential for automatic payments to be processed without their knowledge, especially in light of a recent cyberattack.

1 Request IR-7: 2 3 Please provide an update on NS Power's ability to delete Ms. Murphy's MyAccount profile. 4 5 Response IR-7: 6 7 NS Power has restored the capability to delete MyAccount profiles. Ms. Murphy's profile was 8 deleted on Ja...

AI summary The document outlines responses to several requests regarding NS Power's handling of Ms. Murphy's MyAccount profile. NS Power confirmed the profile was deleted, explained data retention policies, and addressed a payment reminder issue due to the profile not being deactivated.

REDACTED Lisa Wallace Chief Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor Halifax, NS B3J 3S3 Re: M12471 – Customer Complaint – Chantelle Murphy Dear Ms. Wallace: On September 11, 2025, NS Power received a...

AI summary NS Power received a complaint from Chantelle Murphy regarding a billing issue for a property she no longer resides at. The account was previously active and enrolled in Autopay, but Ms. Murphy removed her banking information after realizing the billing period occurred after she moved out.

M12471 – Nova Scotia Power Inc. – Complaint by Chantelle Murphy – Billing Issues The Board received your complaint dated September 10, 2025. The following documentation was filed with the Board: - Your complaint, dated September 10, 2025;...

AI summary The Board received a complaint from Chantelle Murphy against Nova Scotia Power Inc. regarding billing issues, along with NS Power's response and subsequent exchanges between the parties and the Board.

SUMMARY I understand you are seeking an explanation for the September 2025 bill from NS Power after you disconnected service in October 2023 at , Dartmouth. You are concerned about NS Power keeping your banking information active after you...

AI summary The individual is seeking an explanation for a September 2025 bill from NS Power after service was disconnected in October 2023 and is concerned about NS Power retaining their banking information following the closure of their account in good standing.

NS Power confirmed that no funds were withdrawn from your bank account in relation to the erroneous bill. Upon receiving the payment reminder notice on October 1, 2025, you were concerned that the account was reactivated. NS Power advised...

AI summary NS Power confirmed that no funds were withdrawn from the customer's account due to an erroneous bill. The customer received a payment reminder in October 2025, which NS Power explained was automatically sent through MyAccount upon bill issuance. NS Power stated that MyAccount profiles remain active after account closure unless a customer requests deletion, and they are in the process of updating their notice to customers about this.