Topic:"Customer Service" 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.

\ \ EXTERNAL EMAIL / COURRIEL EXTERNE \ \ Exercise caution when opening attachments or clicking on links / Faites preuve de prudence si vous ouvrez une pièce jointe ou cliquez sur un lien Well, I do not think NS Power has taken my complain...

AI summary The customer is frustrated with NS Power for reactivating their closed account without their knowledge, leading to ongoing charges. They question why the issue hasn't been resolved and express concern about potential collections if they don't pay.

NON-CONFIDENTIAL 1 Request IR-1: 2 3 Please explain the impact of the closing of Ms. Murphy's account on account related 4 information held by NS Power upon payment of the final bill after October 31, 2023. 5 6 Response IR-1: 7 8 Closing M...

AI summary The response explains that closing Ms. Murphy's service account does not affect account-related information retained by NS Power in the Customer Information System (CIS). The information is kept to support account management functions, including managing unpaid balances, customer inquiries, and audit trails. Customers can request closure or deactivation of their MyAccount profile and removal of personal information.

With respect to MyAccount, the platform is customer managed. Customers may update, edit, or remove the banking information they have entered in their MyAccount profile at any time. If a customer wishes to have their full MyAccount profile...

AI summary The MyAccount platform is customer-managed, allowing users to update or delete their banking information. Customers can request deactivation or deletion of their profile by contacting NS Power Customer Care. Ms. Murphy's information would typically be considered no longer required once NS Power fulfills its operational, legal, and customer service obligations.

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.

REDACTED (CONFIDENTIAL INFORMATION REMOVED) September 25, 2025 L. Wallace On September 10, Ms. Murphy contacted NS Power's Customer Care team. A representative confirmed that the bill had been issued in error and that Ms. Murphy was not re...

AI summary NS Power apologized for a billing error that affected Ms. Murphy, who was incorrectly charged for a property's electricity bill after the service was disconnected. The error was due to an administrative mistake in applying a service order to the wrong account. NS Power confirmed that Ms. Murphy's banking information was not used for the erroneous bill and that she has since removed her Autopay information.

Request IR-1: - Please explain the impact of the closing of Ms. Murphy's account on account related - information held by NS Power upon payment of the final bill after October 31, 2023.

AI summary The request seeks an explanation of how the closure of Ms. Murphy's account by NS Power affects account-related information held by the company after the final bill is paid following October 31, 2023.

Request IR-2: - What information does NS Power provide its customers when they close accounts about - the continued active nature of the customer's MyAccount profiles and the customer's - ability to remove banking information and have thei...

AI summary Request IR-2 asks NS Power about the information provided to customers when they close accounts, specifically regarding the status of their MyAccount profiles and the ability to remove banking information and delete accounts.

Request IR-3: - Please explain why the MyAccount profile of a customer who does not continue to use - NS Power services is not automatically deleted, either immediately or after a set period.

AI summary The request asks why the MyAccount profile of a customer who stops using NS Power services is not automatically deleted, either immediately or after a set period.

Request IR-5: - Please explain what customer information NS Power continues to hold after the deletion - of a MyAccount profile.

AI summary The request asks NS Power to explain what customer information is retained after the deletion of a MyAccount profile.

The following table summarizes some of the key events in the evidence before the Board: Date Event October 21, 2021 You started account with NS Power at Dartmouth on an Automatic Payment plan (Autopay). October 31, 2023 The account was clo...

AI summary The document outlines a series of events related to a customer's account with NS Power, including the initiation of an Autopay plan, account closure due to disconnection, meter removal, and an erroneous billing issue. NS Power acknowledged the error and provided a correction, while the customer filed a complaint with the Board.

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.