Topic:"Customer Service" in M12544

drawn from my TD checking account (August 12). I then contacted NS Power again via phone (on August 15) to rectify this issue and inquire why the amount was withdrawn when I told it would be resolved. I spoke to Michaella, who looked at my...

AI summary The customer reports an error in an automatic payment from their TD account to NS Power, which was not resolved despite multiple follow-ups. NS Power representatives acknowledged the error and requested meter photos, but no resolution or refund was received as promised.

REPORT A POWER OUTAGE Report outage online or 1-877-428-6004 Start, Stop, Move Service Billing & Payments Customer Service Careers

AI summary This section provides information on how to report a power outage, including online reporting and a customer service phone number. It also lists other customer service-related options such as managing service and billing information.

5 attachments 6943.jpg 156K 6945.jpg 157K 6944.jpg 159K 6946.jpg 158K 6947.jpg 167K Leslie Axford Mon, Aug 18, 2025 at 9:09 PM To: [email protected] Hi Michaella, I wanted to follow up to ensure you received my email with pictures of the meter...

AI summary Leslie Axford is contacting Nova Scotia Power (NSP) regarding an unexpected charge of over $2400 on her account, requesting reimbursement. She has attempted to resolve the issue through multiple phone calls and emails, providing pictures of her meter as evidence. NSP's identification email has been sent, but no resolution has been provided yet.

review your request. If you have any questions, or any information to add, please call Customer Care at 1-800-428-6230 Monday to Friday from 8am to 6pm. We show a request has been submitted for your account to be corrected based on an accu...

AI summary Leslie Axford is following up on a request to correct an account based on an accurate meter reading, seeking an update on the adjustment process and the return of over $2400 taken from her account. She has contacted customer care multiple times and is concerned about the delay.

Please provide me with N.S.Power's position in the matter as well as copies of relevant account statements, meter reading information, and relevant computerized notes or notices. Don Farmer, P.Eng. Dispute Resolution Officer From: Leslie A...

AI summary Leslie Axford is seeking resolution for an incorrect power bill of over $2100 charged by NS Power. Despite initial agreement that the charge was an error and a partial adjustment of $300, the issue remains unresolved after multiple communications with NS Power customer service.

During this phone call, I was assured it would be resolved, someone would be sent out to read the meter, and the $2142.86 would not come out of my account and I would continue to be billed bi-montly. On August 15, I noticed the $2141.86 wa...

AI summary The customer reports that NS Power incorrectly withdrew a bill amount from their account despite assurances it would be resolved. Multiple attempts to rectify the issue with customer service have led to unresolved concerns, with the customer still awaiting a resolution and refund.

chment) and stated he was sending my concerns to a different team and that I should estimate my September payment based on previous bills and would receive a refund within 3 weeks for the August bill. After 3 weeks I did not receive a phon...

AI summary The customer reported an issue with an incorrect bill from NS Power, which was not resolved as promised. Despite multiple communications, the customer only received a partial refund and was informed that the large bill was due to a seasonal rate not being removed.

re of the information that has been provided. NS Power has forwarded a copy of this correspondence to Ms. Axford by e-mail. Yours truly, Kathleen Murray Regulatory Counsel Encl. Ms. Leslie Axford 1 30,960 kWh (true read from August 26, 202...

AI summary Leslie Axford is disputing a large charge taken from her account by NS Power, which she claims was an error. She has been in contact with NS Power since July and has not received a resolution. The dispute involves a seasonal rate being applied incorrectly, and she is seeking a phone conversation with the Dispute Resolution Officer to resolve the issue.

During this phone call, I was assured it would be resolved, someone would be sent out to read the meter, and the $2142.86 would not come out of my account and I would continue to be billed bi-montly. On August 15, I noticed the $2141.86 wa...

AI summary The customer reported an incorrect automatic payment withdrawal by NS Power despite being assured the issue would be resolved. Multiple attempts to rectify the situation were made, but the customer received no further response from NS Power after August 22.

Leslie Axford After review and consideration of all of the following and attached, my Final Written Decision in the matter follows. I will begin with my Role Statement as Dispute Resolution Officer (DRO) in matters of dispute between N.S.P...

AI summary Leslie Axford, a Dispute Resolution Officer (DRO), issued a final written decision on a customer's dispute with Nova Scotia Power regarding a high July 2025 bill. The customer moved into a premise on a seasonal rate and was billed for seven months of consumption. After adjustments and a goodwill credit, the final balance was reduced. The customer may appeal the decision to the Nova Scotia Energy Board (NSEB).

December 22, 2025 Dear Leslie Axford, Re: Account No. Meter No. 2056840 We are writing to confirm the results of your recent meter test. This test was conducted following your inquiry about electrical usage at your premises. Per our meter...

AI summary NS Power conducted a meter test for Account No. Meter No. 2056840 following a customer inquiry and confirmed the meter is operating within prescribed accuracy limits. The customer has the option to request a further test by Measurement Canada at a fee of $46.00, with a potential credit if the meter is found to be inaccurate.

NON-CONFIDENTIAL 1 Request IR-2: 2 3 On July 11, 2025, NS Power switched Ms. Axford's account from seasonal to standard 4 billing. 5 6 From the copies of Ms. Axford's bills provided in her appeal, Automatic Payment (PaySmart 7 Plan) was no...

AI summary Ms. Axford appealed the automatic payment arrangement with NS Power after an unexpected withdrawal. NS Power explained that the Auto Pay feature is customer-controlled and cannot be changed by NS Power without customer action. The payment plan was set up in December 2024, and Automatic Payment was not noted on her first seasonal bill due to timing. The feature remained active on some bills even after the billing type was changed.

for meter testing. You agreed to a meter test that was done on December 16, 2025. NS Power provided the Board with the test results on December 22, 2025, and it showed the meter was working properly. I understand your frustration for not b...

AI summary The Board confirmed that NS Power's meter tested accurately and that the customer is responsible for the high energy usage, which occurred on their side of the meter. The Board acknowledged NS Power's failure to properly classify the customer as a seasonal user and criticized their inadequate customer service.

Request IR-3: - Following her inquiry on August 15, 2025, Ms. Axford followed up with NS Power multiple times - on August 18, 22 and 26, 2025. - NS Power confirmed the overcharge on August 26 but did not issue a revised bill until Septembe...

AI summary Ms. Axford inquired about a billing overcharge and received a delayed response from NS Power. She questions the delay in adjusting the bill, the lack of explanation about credit vs. refund protocols, whether interest was paid, changes in procedures post-cyber incident, and the impact on inquiry handling.

wed.with.the.customer.during.the.service connection.process¡.While.NS.Power.does.not.have.a.recording.of.the.call.with.Ms¡. Axford? these.discussions.are.standard.practice.at.the.time.of.connection¡ƒ As previously noted in my appeal, at no...

AI summary The customer disputes NS Power's billing practices, including the lack of disclosure about street light rental and seasonal billing, and inconsistencies in issuing cheques for billing inaccuracies. The customer highlights discrepancies in communication and requests accurate records of phone calls to prevent similar issues.

matic.Payment.continued.to. appear.on.the.August.70?.868❶?.bill.because.the.Auto.Pay arrangement.was.not. cancelled.until.August.7❷?.868❶?.which.was.after.the.August.bill.had.already.been. generated¡ƒ This is further evidence of the need f...

AI summary Leslie Axford reports discrepancies in her NS Power bills, including a significant difference in kWh readings and unexpected charges. She experienced financial stress due to these errors and poor communication between NS Power employees. She requests adjustments to all bills since activating her account and finds the $100 goodwill credit insufficient.

Request IR-8: - NS Power provided copies of Ms. Axford's bills in its response dated November 18, 2025. The bill - dated December 11, 2025, was estimated. - (a) Please explain why the December 2025 bill was estimated. - (b) Please provide...

AI summary The document contains a request (IR-8) seeking clarification on estimated bills, outstanding balances, and payment plans related to Ms. Axford's account with NS Power. It also requests copies of subsequent bills and details about any interest charged on the outstanding balance.

BACKGROUND AND SUBMISSIONS You have an account with NS Power for your property at , that you purchased in 2024. Your complaint has several parts to it. You feel your bills are unreasonably high and that you should receive a refund for your...

AI summary A customer submitted a complaint regarding high NS Power bills, requesting a refund for a $2,142 July bill, concerns about meter accuracy following a cyber incident, and incorrect classification as a seasonal customer. The bill includes charges for energy, streetlight rental, and a one-time connection fee, with some charges based on estimated meter reads.

NS Power Bills – Leslie Axford, Account Bill Date Balance Owing Energy Charges HST and Other Amount Due Seasonal Billing 1 Oct 25/2024 - - 12.65 12.65 2 Nov 4/2024 (Oct to Nov) 12.65 75.25 30.35 118.25 3 Dec 12/2024 (Nov to Dec) - - 26.78...

AI summary Leslie Axford received an unusually high energy bill of $2,141.86 in July 2025, which they attribute to being mistakenly placed on a seasonal billing plan and an estimated bill due to a cyber incident. They argue the bill is inflated and that the refund provided was insufficient. NS Power offered a $100 goodwill credit, which Axford found inadequate. A meter test confirmed it was operating within accuracy limits.

for meter testing. You agreed to a meter test that was done on December 16, 2025. NS Power provided the Board with the test results on December 22, 2025, and it showed the meter was working properly. I understand your frustration for not b...

AI summary The Board concluded that NS Power's meter was functioning properly and that the customer is responsible for the high energy usage, which occurred on their side of the meter. While the billing was appropriate, the Board noted that NS Power's service was below an acceptable level due to misclassification of the customer as non-seasonal and inadequate communication.