For six months, Mary Thompson has been ready, willing and able to pay her electricity bill – she just can’t get anyone to take her money.
Thompson, her husband Justin and their three children purchased a Brook Line home and moved in last Nov. 1, but have yet to receive a bill from Hydro One.
“If it weren’t so frustrating, it would be funny,” she said. “It’s difficult to believe something so simple could be so complicated.”
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Mary said she contacted the utility as soon as she knew her family would be moving. “I hadn’t had an account before and I expected to pay a deposit or something but I was told that wouldn’t be necessary and there wouldn’t be any set up fee at all.”
The couple waited until the end of November for a bill and then through the end of the year without much concern.
“I just figured they billed every two months, ” Mary said.
When no bill came in January, she became concerned.
“I spoke with the former owner, but he didn’t know any more than I did,” she said. “He’s getting bills for a corn dryer on the property but doesn’t know if he’s paying for our service.”
Calls to Hydro One have been met with a bewildering series of theories as to why she hasn’t been issued a bill.
“I’ve been told they haven’t been able to get anyone out to read the meter, then I was told that the account was cancelled, then I found out that my account number was the same as that of the previous owner,” she said.
Thompson even had an electrician to her home. He determined there was nothing wrong with the service and was assured during the visit that a bill would be arriving shortly.
That was several weeks ago.
She calls every week or so and speaks to a different customer service representative.
“I’ve also been told that the bill is in processing and then I was told that there are internal issues. That much I do believe.”
Thompson said she’s asked several times to speak to a supervisor, but has always been told the person she’s talking to has the authority to get things done.
“I figure I’ve been talking to more than a few sunshine club people but the result is always the same.”
Justin said his preference is to budget every expense, and has been putting money aside but isn’t comfortable with not knowing how much he owes.
“With three young children, I need to know where our money’s going,” he said. “I don’t want to get some big surprise just because Hydro One can’t seem to get its act together.”
Mary said she’s heard billing horror stories that make her wonder.
“I was told by the former owner he received an $18,000 bill one month for a few properties he owns,” she said. “It turned out to be a lot less but it seems like anything’s possible with these folks.”
Contact CBC's The National, Have Your Say – they might investigate for you or contact the Ontario Ombudsman's Office.
We are also having the same problem – we called in January and they said many people aren't being billed because of Hydro One issues. New tenants are moving in next week – I don't know how Hydro One is going to do a final reading when no meter readings have been recorded for the last 6 months!