Topic:"Customer Service" in M12936

ccasions by checking my dashboard). NSP claims because the bill had been sent out a couple of days prior to me turning off autopayment, that the bill must be paid before autopayment can be turned off. Yet they provide absolutely no evidenc...

AI summary The customer disputes NSP's claim that autopayment must remain active until a previous bill is paid, citing a lack of evidence for this policy. They also question the plausibility of a significant increase in energy usage reported on their bill.

d how NSP calculated a multiplier of 60 for my meter. I technically understand the need for a multiplier when upgrading to a 400 amp system, but I would like an explanation for the multiplier of 60. I had my meter removed and tested by NSP...

AI summary The customer is seeking clarification on a high electricity bill, the use of a multiplier of 60 for their meter, and the accuracy of the meter after testing. They also express concerns about the billing process, including unauthorized deductions from their bank account and a lack of transparency from NSP.

REDACTED Lisa Wallace Chief Clerk of the Board Nova Scotia Energy Board 1601 Lower Water Street, 3rd Floor Halifax, NS B3J 3S3 Re: M12936 – DRO Appeal – Paul Meade Dear Ms. Wallace: In the Nova Scotia Energy Board's (Board, NSEB) letter da...

AI summary This letter from the Nova Scotia Energy Board directs Nova Scotia Power Inc. to respond to an appeal by Paul Meade regarding a decision by the Dispute Resolution Officer (DRO) dated June 25, 2026. The customer raised concerns about a high bill and a withdrawal after cancelling automatic payments, which NS Power investigated and confirmed as accurate.

- May 5, 2026 Mr. Meade wrote to the DRO disputing NS Power's explanation of his billing and automatic payment. Mr. Meade asserted that the March 2026 bill incorrectly captured 152 days of usage and maintained that the resulting consumptio...

AI summary Mr. Meade disputes NS Power's billing and automatic payment processing, claiming inaccuracies in the March 2026 bill and improper withdrawal after he cancelled the automatic payment. He also questions the application of the meter multiplier following a service upgrade and requests verification of meter accuracy. NS Power has agreed to test the meter and provide responses to these concerns.

Automatic Payment Arrangement Mr. Meade has also raised concerns regarding an automatic payment withdrawn from his account after he disabled Auto Pay through MyAccount. The customer's account was enrolled in MyAccount Auto Pay, a self-serv...

AI summary Mr. Meade raised concerns about an automatic payment that was processed after he disabled Auto Pay through MyAccount. NS Power explained that disabling Auto Pay on March 31, 2026, only cancelled future payments, not the already scheduled payment for the March 27 bill. NS Power offered to reimburse any NSF fees incurred.

REDACTED Meade DRO Appeal Attachment 4 Page 1 of 1 REDACTED (CONFIDENTIAL INFORMATION REMOVED) PO Box 910 ● Halifax, Nova Scotia ● Canada ● B3J 2W5 June 25, 2026 Dear Paul Meade, Re: Account No. Meter No. 2517219 We are writing to confirm...

AI summary Nova Scotia Power conducted a meter test at the request of Paul Meade, confirming the meter operates within accuracy limits. The letter informs Meade of the option to request an independent test by Measurement Canada within six months at a cost of $55.00, with a potential credit if the meter is found inaccurate.

A. Overview The first issue concerns the pre-authorized debit ("PAD") that NS Power initiated after I turned off Auto Pay through MyAccount. This issue is separate from whether the electricity bill itself was accurate. Even if the Board fi...

AI summary The text discusses a customer's concern regarding NS Power's pre-authorized debit (PAD) after Auto Pay was cancelled through MyAccount. It highlights the need to determine if NS Power remained authorized to withdraw funds post-cancellation and whether customers were adequately informed about how cancellation works under the PAD Agreement.

C. NS Power's Explanation NS Power says the withdrawal happened because the payment linked to the March 27, 2026 invoice had already been scheduled before Auto Pay was turned off. It also says that recurring Auto Pay arrangements and indiv...

AI summary NS Power explains that a scheduled payment for an invoice issued on March 27, 2026 was not affected by the deactivation of Auto Pay, as it was handled separately in their payment system. While the explanation clarifies the system's functionality, it does not confirm that turning off Auto Pay would prevent the payment from being processed.

E. My Response I accept NS Power's explanation that its system treats recurring Auto Pay and already-scheduled payments as separate things. However, that explanation does not fully answer the issue before the Board. The issue is not simply...

AI summary The response accepts NS Power's explanation but argues that it does not fully address whether the PAD Agreement allows withdrawals after Auto Pay is cancelled. The response highlights the need for clear communication to customers about the distinction between Auto Pay and scheduled payments.

Do you have any available documentation as to when Auto Pay was turned off? Response: - 27. NS Power's records show that I accessed the MyAccount portal on March 31, 2026. - 28. Those records do not specifically state that Auto Pay was dis...

AI summary The respondent accessed the MyAccount portal on March 31, 2026, and claims to have disabled Auto Pay, which was greyed out on the dashboard. They request documentation of the Auto Pay policy and PAD Agreement in effect on that date to clarify whether a payment was authorized after disabling Auto Pay.

Response: - 47. A copy of the relevant documentation has been uploaded with this response. I note that the records contain two entries associated with the IP address 127.0.0.1: a "Payment" entry at approximately 6:04 a.m. on March 31, 2026...

AI summary The respondent questions the legitimacy of two account access entries linked to the localhost IP address 127.0.0.1, noting they occurred at unusual times and were not initiated by them. They also highlight discrepancies in the timeline of account activity and request an explanation from NS Power.

III. METER MULTIPLIER AND METER TESTING - 15. NS Power has further explained why a 300:5 current transformer ratio is used with the Applicant's 400-amp service. NS Power states that 300:5 CTs are suitable because they are rated to operate...

AI summary NS Power explains the use of a 300:5 current transformer ratio and accepts the Applicant's acknowledgment of the mathematical basis for the multiplier. However, NS Power did not complete additional tests requested by the Applicant and refers them to Measurement Canada for independent testing. An administrative error in the Customer Information System is noted, which affected billing until a manual reading was taken in March 2026.

VI. MATTERS NOW NARROWED AND MATTERS REMAINING 26. Based on NS Power's September 16 responses, the Applicant considers the following matters substantially clarified: the REST methodology used for the May/July/September 2025 reconciliation;...

AI summary The Applicant considers several matters clarified based on NS Power's September 16 responses, including REST methodology, meter accuracy testing, and an Auto Pay cancellation event. Remaining matters include contractual authorization for a debit, lack of customer notification, verification of the metering and billing chain, and the explanation for high kWh readings during the disputed period.

Request IR-3: - Mr. Meade said he turned off Auto Pay in the online portal on March 31, 2026, but the automatic - payment of $4,222.15 occurred on April 28, 2026. On May 15, 2026, NS Power explained to the - DRO that Auto Pay was already i...

AI summary The document details a customer's experience with NS Power's Auto Pay feature, including the timing of payments and the customer's attempt to disable Auto Pay. The customer claims NS Power did not turn off Auto Pay until after a payment was processed, and questions remain about NS Power's policies and procedures related to Auto Pay.