Topic:"Customer Service" in M12714

From: Customer Relations Sent: February 17, 2026 12:10 PM To: '[email protected]' Cc: Customer Relations Subject: RE: DRO 14 Feb re Jessica Pelly re Authorization and Details for Nova Scotia Power Billing Dispute Mr. Farmer, A...

AI summary NS Power disputes a billing issue, providing account details and meter reads, while the DRO investigates estimated readings and explains their role in resolving disputes. NS Power asserts proper billing and offers payment plans, while the DRO emphasizes reconciliation of estimated vs. actual meter readings.

N.S.Power 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...

AI summary Jessica Pelley disputes Nova Scotia Power's billing charges, attributing them to estimated billing and missed meter readings caused by the company's errors. She requests a formal review, arguing the resolution offered was unfair and not her responsibility.

ry of Ms. Pelley's NS Power invoices from February 2025 to February 2026. The table reflects the statement of account appended to the end of Confidential Attachment 1 . \ Ms. Pelley received credit for 900 kWh on her October 2025 bill whic...

AI summary Ms. Pelley disputes NS Power bills from February 2025–2026, citing estimated usage and a cyber incident. NS Power offered a payment plan, but Ms. Pelley escalated the dispute to the DRO, who ruled in favor of NS Power. The case references multiple confidential attachments detailing billing adjustments and customer interactions.

From: Jessica Pelley Sent: March 11, 2026 10:20 PM To: Penney, Nicole ; Carley Freeman ; Wallace, Lisa Cc: Blake WIlliams ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Reiner ; Sonia Liao ; Wallace, Lisa Subject...

AI summary Jessica Pelley clarifies her communication with Nova Scotia Power, denying aggressive behavior during calls and alleging that a representative was dismissive and unprofessional. She emphasizes her intent to resolve billing issues and disputes the characterization of her conduct.

pportunity to explain my concerns. At times the interaction felt dismissive and unprofessional. My intention during these calls was simply to understand the billing issue and work toward a resolution. Second, the billing history provided b...

AI summary Jessica Pelley reports dismissive interactions with Nova Scotia Power representatives and disputes billing inaccuracies due to estimated meter readings, leading to unexpected financial burdens. She requests a review of call recordings to ensure her account reflects actual usage and that her conduct was accurately represented.

From: Jessica Pelley Sent: March 11, 2026 10:18 PM To: Penney, Nicole ; Carley Freeman Cc: Wallace, Lisa ; Blake WIlliams ; Chris Lanteigne ; Jennifer Ross ; Kathleen Murray ; Lisa Forsey ; Sofia Reiner ; Sonia Liao Subject: Re: M12714 - N...

AI summary Jessica Pelley disputes Nova Scotia Power's characterization of her conduct during phone conversations, asserting she did not yell or scream and felt the representative was unprofessional. She requests review of recorded calls to ensure accurate representation of interactions related to Matter No. M12714.

he billing issue and communicate clearly. Given that these calls are recorded, I respectfully request that the recordings be reviewed to ensure the interactions are represented accurately and fairly. I will address these and other points i...

AI summary The letter requests a review of recorded customer service interactions to ensure accuracy and fairness in billing communications. The author, Jessica Pelley, commits to addressing these concerns in her formal response to the Board.

BACKGROUND & FINDINGS You opened account # with NS Power for , in July 2024. Meter was installed at this property in February 2021. On February 11, 2026, you contacted NS Power regarding your estimated usage in the latest bill and the impa...

AI summary The customer opened an account with NS Power in July 2024 and had a meter installed in February 2021. On February 11, 2026, the customer contacted NS Power regarding estimated usage in the latest bill and the impact of a cyber incident on these estimates.