Topic:"Customer Service" in M12972

Section 1: The Billing Dispute I believe I am owed a substantial credit by NS Power in the amount of $635.22. Thus far, there has been no resolution by NS Power. I have asked for a secure method to send NS Power my personal information, wh...

AI summary The complainant claims they are owed a $635.22 credit by NS Power and have not received a resolution. They requested a secure method to send personal information, which NS Power did not provide, leading the Dispute Resolution Officer to close the file based on a misinterpretation of the complainant's refusal.

Date Communication Summary April 23, 2026 Sent by David via NS Power online account Requested billing credit review; requested emailonly contact due to hearing impairment. May 4, 2026 Received from Rose Ann Requested account details and ZI...

AI summary David, who has a hearing impairment, is attempting to resolve a billing issue with NS Power. He requested a billing credit review and secure communication methods. NS Power and the DRO have been involved in the process, but David has not received satisfactory responses. He has declined insecure communication methods and proposed secure alternatives.

Issue 2 — NS Power's Handling of My Complaint (Cover Letter Request 2) Beyond the underlying billing dispute, I ask the NSEB to review how NS Power handled my complaint once I raised it. On May 31, 2026, I posed more than eight direct ques...

AI summary The complainant raises concerns about NS Power's handling of their complaint, including delayed responses to multiple questions and repeated suggestions to use insecure channels for resolving a billing dispute, following a confirmed data breach.

Issue 3 — A Pattern of Systemic Failure, Not Isolated Error (Cover Letter Request 3) I ask the NSEB to consider whether the conduct described above, and throughout Exhibit D, reflects a broader systemic failure in NS Power's complaint hand...

AI summary The complainant argues that NS Power's handling of their inquiry reflects a systemic failure in complaint resolution and internal accountability, citing inconsistent treatment by agents, failure to consider a proposed solution, and repeated patterns of unresolved issues.

Issue 4 — Failure to Provide a Secure Transmission Channel Following a Data Breach (Cover Letter Request 4) I ask the NSEB to address NS Power's continued failure, following its own 2025 data breach, to provide any secure channel through w...

AI summary The document raises concerns about NS Power's failure to provide secure transmission channels for customer account information following a 2025 data breach. Despite repeated concerns and proposed alternatives, NS Power continues to use insecure methods like unencrypted email and social media direct messaging, raising questions about compliance with customer information protection obligations.

4. May 18, 2026 Sent by David Nickerson via NS Power online account \ \ Subject:\ \ Escalation Hello, I'm having a billing problem getting my power bill sorted out. I have a "Credit Owed" situation that seems to be unnecessarily dragging o...

AI summary The customer is experiencing a prolonged 'Credit Owed' issue with NS Power and is requesting escalation to a higher level of support to resolve the problem promptly. The last human contact was on May 4, 2026.

Details: According to my calculations I have a credit owed to me of over $600.00. I have my complete billing information, from July 2024 to the present bill, recorded in an Excel sheet containing all relevant information, as well as screen...

AI summary David claims he is owed over $600 in credit and has provided detailed billing information. He has attempted to contact the billing department multiple times but has only received automated responses. He is seeking instructions on how to securely submit his documents and has requested expedited resolution.

Whose Job is it: I would like to point out that sending in my detailed records is my attempt to allow your billing department to quickly review my claim. It's to their benefit more than mine. However, I am getting to the point where it mig...

AI summary The individual is requesting NS Power to take responsibility for reviewing their billing records and claims, expressing frustration with the current process and the use of non-interactive email addresses. They suggest that NS Power should handle the review themselves to resolve the issue.

7. June 9, 2026 Sent by David Nickerson to Don Farmer, DRO \ \ To:\ \ [email protected] \ \ Subject:\ \ Complaint - Credit owed. No resolution To: NSP Dispute Resolution Hello, I have been trying since April 23rd 2026 (over 6...

AI summary A customer, David Nickerson, is complaining to NSP Dispute Resolution about a $635.22 credit owed due to estimated bills during a data breach in 2025. He has been unable to resolve the issue despite providing detailed documentation and requesting escalation to a manager.

Page 12 of 20 Additionally, I would note that my most recent power bill has NOT had any adjustment made for my credit. That indicates that not only is NSP not communicating well, it has not acknowledged nor made any attempt at reconciling...

AI summary The customer reports that their most recent power bill has not included any credit adjustments, suggesting a lack of communication and reconciliation from NSP. They express dissatisfaction and submit the matter as a complaint, requesting secure methods for providing personal information due to hearing impairment.

8. June 10, 2026 Sent by David Nickerson to Don and Teri Don, Thank you for getting back to me. I understand your role statement. I am willing to give NS Power conditional consent, communicated here via email. I would like to request that...

AI summary David Nickerson is requesting conditional consent for NS Power to access his account information, emphasizing the need for secure transmission methods. He is concerned about the security risks of using standard email providers and insists on end-to-end encryption for any information shared, particularly through a secure document portal rather than Gmail or similar services.

Page 18 of 20 For the record, I have been cooperative and willing to participate in this process throughout. In my email of June 10, 2026, I explicitly stated: "I am willing to give NS Power conditional consent." I also stated: "I have no...

AI summary The customer emphasizes their willingness to cooperate and provide information securely, but refuses to transmit personal account details through an unsecured public Gmail account. They proposed secure alternatives, such as using the NS Power MyAccount portal, but these were not addressed. The customer argues that being forced to choose between insecure transmission or no assistance is unreasonable, especially after a data breach.

Page 19 of 20 on Nova Scotia Power but not on the Customer. Customers may appeal my Decisions (within 12 days of receipt of Final Written Decision) to the Board. As I am not an employee of N.S.Power, I cannot become involved in a matter un...

AI summary The text discusses a dispute resolution process involving a customer of Nova Scotia Power (NSP) and the N.S.Power Customer's ability to appeal decisions. It also outlines options for addressing the dispute, including contacting the NSEB and provides contact details for the Dispute Resolution Officer and Customer Care at NSP.

THIS IS A DO NOT REPLY EMAIL Thank you for your patience as we work to restore systems impacted by the recent cyber incident. More information can be found on our website at Home Nova Scotia Power. At this time, we are not actively managin...

AI summary David is confused by conflicting messages from Nova Scotia Power regarding email functionality, as the system is reported to be working but users are instructed not to reply to emails. He is trying to securely update his account information but is being asked to use a compromised email account, which he finds unacceptable.

Twitter/X Direct Message Correspondence David also contacted NS Power through Twitter/X direct messages on multiple occasions regarding the email address change. In October 2025, NS Power directed him via Twitter DM to submit personal acco...

AI summary David communicated with NS Power via Twitter/X direct messages regarding an email address change and meter reading matters. NS Power requested personal account details through DMs, but David declined, citing discomfort with sharing personal information via this channel.

Twitter/X Direct Message Exchange — August 28, 2025 Once you requested the forgot password email, once you open it, click the word -hereand you will be prompted to create a new password. 4:50 PM Thank you. Some questions: How long should i...

AI summary A user is seeking assistance with the NS Power website's password recovery process and security features. They ask about the expected time to receive a password reset email, how to verify its authenticity, and whether 2-factor authentication with a hardware key is supported. NS Power responds with details on email timing, verification methods, and explains the available security features.

Twitter/X Direct Message Exchange — October 3, 2025 David: Where or how can I securely submit a request (Name, account #, etc) to create a new profile? NS Power: Hi there, please submit the information here or contact our Customer Care Tea...

AI summary David inquires about securely submitting a request to create a new profile with NS Power. NS Power responds that the email [email protected] is active but may have a delay in response. David confirms that a delay of up to a week is acceptable.

Twitter/X Direct Message Exchange — November 24 – 25, 2025 David (Nov 24): Hello, I just went to submit my meter reading on the Nova Scotia Power website. On the old form I used to be able to enter the meter reading numbers onto the form....

AI summary David is unable to submit meter readings through Nova Scotia Power's website due to the removal of the old form, which allowed manual entry of readings. NS Power informs him that the form is being fixed and will be restored early in the new year. David prefers to wait until the form is fixed before submitting readings again and is not comfortable sharing account details via DM.

Direct Notification of Individuals - On May 13, 2025, Nova Scotia Power started sending notification letters to approximately 277,000 current customers whose personal information Nova Scotia Power was able to determine had been impacted, a...

AI summary Nova Scotia Power began notifying customers on May 13, 2025, about a data breach affecting 277,000 individuals, followed by additional notifications on October 31, 2025, for 97,000 more customers. The breach was identified through an investigation involving third-party experts and data discovery tools.

Credit Monitoring - In its initial notification letters, Nova Scotia Power offered affected individuals 24 months of credit monitoring and identity protection services, which includes up to $1,000,000 of identity theft insurance. Starting...

AI summary Nova Scotia Power initially provided 24 months of credit monitoring and identity protection services to affected individuals, later expanding the offer to five years and including all current and former customers starting June 25, 2025.

ptember 8, 2026 L. Wallace communication channels, including Facebook, X, and Instagram, providing links to those platforms. This is referenced on page 1 of 3 in Confidential Attachment 1 . - June 9, 2026 Mr. Nickerson contacted the Disput...

AI summary This text details a dispute involving Mr. Nickerson and NS Power regarding a billing credit and the secure transmission of personal information. NS Power requested account details to identify the subject account and indicated that email was the only method for transmitting information, which Mr. Nickerson contested.

he only available method for transmitting account information and that no secure portal was available. NS Power further advised that account information would be transmitted through email attachments. - June 11, 2026 Mr. Nickerson advised...

AI summary Mr. Nickerson objected to NS Power transmitting his account information via email and requested a more secure method. The DRO closed the file due to lack of consent, but Mr. Nickerson disputed the closure, arguing he had not refused consent but only objected to the insecure transmission method.

iliation process. NS Power remains willing to work with Mr. Nickerson to address the outstanding balance on the account, including discussing payment arrangements should he wish to pursue that option. Further, NS Power acknowledges Mr. Nic...

AI summary NS Power acknowledges Mr. Nickerson's concerns regarding account balance and communication preferences. NS Power is willing to discuss payment arrangements and notes the request for a secure electronic communication channel as a potential area for improvement. The correspondence has been marked confidential and forwarded to Mr. Nickerson.

What I Am Asking the NSEB to Do I respectfully request that the NSEB: - 1. Direct NS Power to conduct an internal review of my billing account for the period covered by the dispute, using its own records, and to apply a credit of $635.22 (...

AI summary The complainant requests the NSEB to direct NS Power to review their billing account, assess the handling of their complaint, evaluate systemic issues in customer service, and address ongoing security concerns related to account information transmission following a data breach.

Communication Accommodation I am hearing impaired. Telephone communication is not an option for me. All communication in this matter has been conducted by email, and I respectfully request that all NSEB communications with me be by email a...

AI summary The individual is hearing impaired and requests that all communication with the NSEB be conducted via email, as telephone communication is not an option for them.

ers" (whoever they may be) would have access to my personal identifiers, such as Civic/mailing addresses, Account numbers, email addresses, and so on, which the NSEB agreed would be kept confidential? Additionally, to clarify on my part, N...

AI summary David is concerned about the confidentiality of his personal information with NSEB and the delay in receiving his latest bill from NSP. He also inquires whether he should continue to CC Nicole or all NSP members in future correspondence.

Please note. This concession is limited to the billing-credit issue. It does not withdraw or concede the remaining issues in my complaint: - 1. NS Power's handling of my complaint. - 2. Whether the conduct described in my complaint reflect...

AI summary The complainant acknowledges a concession related to the billing-credit issue but maintains that other issues in their complaint remain unresolved, including NS Power's complaint handling, systemic failures, lack of secure channels for account information post-2025 breach, breach remediation, request for a written decision from the Board, and the closure of their file by the Dispute Resolution Officer.

Current Matter progress: Respectfully, I can see where this process has times where it gets bogged down. I can understand the Board's frustration at times and I am sure the Board has understood my frustration as well. I see it on both side...

AI summary The speaker acknowledges the complexity and delays in the regulatory process, expressing frustration with NS Power's initial failure to address a billing issue. He emphasizes that his questions were asked in good faith and were a response to inadequate answers from parties involved. He also highlights the need for the Board to address these issues and looks forward to the next steps.