Topic:"Customer Service" in M12338

DRO made decision on: June 2, 2025 Type of complaint: Billing Issues Additional details: My complaint is that the smart meters are flawed as well I believe the "Hackers" were in NS Power system long before they were detected. I have attach...

AI summary The complainant alleges that smart meters used by NS Power are flawed and that hackers may have accessed the system prior to detection. The complainant requests the waiver of the remaining bill and access to daily meter readings for verification. NS Power responded that the meter tested is within accuracy limits and offered further testing options.

being hacked - I would say the Hackers were in the system long before they were detected. This might also explain why I stopped getting my bills. I had received paper billings until this mess started. - You can see from the Meter reading p...

AI summary The customer is reporting issues with NS Power's meter readings, including missing data and inconsistent consumption numbers, and is critical of the company's response and customer service. The customer also mentions that NS Power internally prioritized meter removal due to an issue and that they were forced to pay a third party for testing, which they believe indicates potential data manipulation.

Travis Tabor - The fact that they continue to encourage customer to sign up and access "My Energy Insights" when multiple NS Power Reps have admitted there is no way they can actually tell what is using the power - they guess on the amount...

AI summary The customer criticizes NS Power for allegedly misleading customers with inaccurate energy usage data and inadequate billing practices. They mention the use of the 'My Energy Insights' program, which they claim is unreliable. The customer also requests a credit and monthly meter readings to ensure billing accuracy.

REDACTED Lisa Wallace Chief Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor P.O. Box 1692, Unit "M" Halifax, NS B3J 3S3 Re: M12338 – DRO Appeal – Sherry Dennis Dear Ms. Wallace: In the Nova Scotia Energy Boar...

AI summary This letter from the Nova Scotia Energy Board directs Nova Scotia Power Inc. to respond to an appeal by Sherry Dennis regarding a decision by the Dispute Resolution Officer. The appeal pertains to billing and AMI program opt-out communications, with relevant documents attached as confidential attachments.

REDACTED 1 Request IR-1: 2 3 Please provide more information about Ms. Dennis' account with NS Power for 4 : 5 6 (a) When did the account start? 7 8 (b) Did NS Power explain MyEnergy Insights to Ms. Dennis at the time? Does MyEnergy 9 Insi...

AI summary The document contains an information request (IR-1) and response regarding Ms. Dennis' account with NS Power, including details about the start date of the account, billing methods, meter installation dates, and the use of MyEnergy Insights. The response indicates that NS Power did not explain MyEnergy Insights to Ms. Dennis at the time of account opening.

Sherry Dennis DRO Appeal (NSEB M12338) NSPI Responses to NSEB Information Requests 1 Request IR-2: 24 follows up by sending the customer a link to the required acknowledgement form. Once 25 the form is sent, the account is placed in a pend...

AI summary NSPI outlines the process for customers opting out of AMI, including sending an acknowledgment form and follow-up communications if the form is not submitted.

Request IR-1: Please provide more information about Ms. Dennis' account with NS Power for - a) When did the account start? - b) Did NS Power explain MyEnergy Insights to Ms. Dennis at the time? Does MyEnergy Insights provide information on...

AI summary Request IR-1 seeks detailed information about Ms. Dennis' account with NS Power, including account start date, billing methods, meter installation dates and types, and access to energy consumption data through MyEnergy Insights. The request also asks for daily meter reads and copies of all bills issued.

Systems Notes These notes are hard to read – broken words per line. NS Power abbreviations used which means nothing to the customer – how do I comment accurately when I don't know what certain series of letters stand for and what is being...

AI summary The text discusses concerns raised by a customer regarding the difficulty in understanding NS Power's systems notes due to the use of unclear abbreviations and lack of dates. The customer also reports poor customer service experiences, including dismissive responses and an unwarranted hold order placed by a representative named Stanka.

Confidential Answer - Pg. 5 Pg.5) I number of concerns from this note. As stated previously, the Rep are arrogant and insist on making assumptions about things they have know way of knowing. I do not have electric heat as stated in this no...

AI summary The customer expresses frustration with NS Power representatives, citing unfair billing comparisons, lack of transparency, and inconsistent communication. They also mention hiring an electrician to investigate high consumption and note that many concerns from a DRO Complaint were not addressed.

wood furnace and a wood stove. And last August we were left with a $1,900 bill when we were not even in the province. Anyone else receive 2 bills in June two different amounts and due 10 days apart? Sooooo I got a bill a week ago for $1,40...

AI summary Residents are reporting confusion and frustration over receiving multiple, inconsistent power bills from Nova Scotia Power, with some bills reaching amounts as high as $2,000. Concerns include billing errors, lack of communication from the utility, and perceived unfairness in billing practices.