A Red Deer man is appalled that even though he was paying his utility bill on time, his heat was shut off due to an apparent mistake from a retail provider.
Cody Autet moved into a four-plex in Clearview two months ago and signed up with Enmax for natural gas and power. He had automatic payment withdrawals set up, so when there was no hot water for the shower, Autet was surprised.
Autet, 19, called Enmax and was told that Direct Energy, a competitor, had taken over the site where he lived and if he wanted his power back on, he had to call gas provider ATCO — and he would be charged for the reconnection. After six days, his heat was turned back on.
“They (Enmax) said it might have been a mistake from another provider,” said Autet, referring to Direct Energy. “They might have seized the wrong ID because that happens. I thought, that’s kind of faulty.”
On Thursday, ATCO restored his connection.
Autet said people require a site identification number to secure an electrical installation in Alberta.
“Nobody could really tell me what happened. If it was my fault, I’d have no problem paying ATCO.”
Enmax spokeswoman Doris Kaufmann said records show that Autet signed up on April 27 with Enmax. About six weeks later, Enmax was informed that a new competitive retailer was awarded the contract, which was Direct Energy.
“Somebody in one of the other units (of the four-plex) either moved in or changed their retailer (to Direct Energy),” Kaufmann said. “Direct Energy either put in a wrong unit number or didn’t indicate anything at all, which is to say it’s possible that all four defaulted back to Direct Energy.”
Enmax doesn’t have a cancellation fee, Kaufmann said.
“We basically say the account is closed and it’s directed back to Direct Energy,” she said, adding the account for Autet is back with Enmax.
She said it’s also possible that a tenant in one of the other three units may not have filled out their application form with Direct Energy properly, so an incorrect address was provided.
“Either way, it’s not Enmax’s fault or Mr. Autet’s fault,” Kaufmann said.
Kaufmann said these kinds of situations don’t happen often.
A Direct Energy spokesman on Friday said they were investigating and were going to get back to the Advocate.
ltester@www.reddeeradvocate.com