ATCO Gas Ltd

Good afternoon,Mr. *** complaint is being looked into. Thank you,Deborah S*** *** * *** ***
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Initial Business Response /* (1000, 5, 2016/05/13) */
May 13,
*** ***
***
Edmonton, AB ***
RE: Corrected billing
Dear Mr***,
Thank you for your letter to ATCO Gas via the Revdex.com (Revdex.com) and the opportunity to respond
A detailed
review of your account and the adjustments processed was completedThis review determined that charges were sent to your retailer prior to completing all the required adjustmentsWe apologize for any inconvenience caused by receiving those charges
Our records indicate that on January 19, the equipment at your property was exchangedAs a result of the meter being removed and tested, it was proven that the meter was accurately registeringHowever, the automated meter reading device was programmed incorrectly as it was installed at an incorrect foot dialThis means that for every rotation of the dials on the meter, the meter reading device was reporting exactly half the measurement of actual gas flowDue to the incorrect programming which occurred when it was installed in March 2012, we have since that time charged only half of the usage consumed at your property
We have processed the final corrections on your account which are outlined on the updated charged summary attached to this responseThe corrections processed go back to March 2015; usage prior to March which was well over GJ has been removed from the total adjustment
We acknowledge that it was our equipment that did not report the actual usage recorded by the meterWe would like to apologize for any inconvenience this situation may have causedOn May 5, the final adjustment was sent to your retailer for billing along with net new charges for the new billing periods
We trust that this information will aid in resolving your questionsShould you require further assistance please contact our Customer Assistance Center at - 5678, Monday through Friday between the hours of 7:00am to 7:00pm, excluding holidaysYou can also reach us by email at [email protected]
Sincerely,
ATCO Gas, Customer Care
ORIGINAL VSCORRECTED CHARGE SUMMARY
Site Customer: *** ***
Service Address: ***
Site ID: ***
Date of Correction: May 5,
Meter Number: *** Removed January 19, at a read of
*** Installed January 19, at read of (zero)
Retailer Name: DIRECT ENERGY MARKETING LIMITED (GAS RETAILER)
ORIGINAL
Charge to Date Number of Days in Charge Period Meter Reading (MCF) Type of Meter Read Billed Usage (GJ) Distribution Charges
2015-03-
2015-03-Temperature based from Actual $
2015-04-Actual $
2015-04-Temperature based from Actual $
2015-05-Actual $
2015-05-Temperature based from Actual $
2015-06-Actual $
2015-06-Temperature based from Actual $
2015-07-Actual $
2015-07-Temperature based from Actual $
2015-08-Actual $
2015-08-Temperature based from Actual $
2015-09-Actual $
2015-09-System Estimate $
2015-10-System Estimate $
2015-10-System Estimate $
2015-11-System Estimate $
2015-11-System Estimate $
2015-12-System Estimate $
2015-12-Actual $
2016-01-System Estimate $
2016-01-Temperature based from Actual $
2016-02-Actual $
TOTAL $
CORRECTED CHARGES -- Date of Correction:
Charge to Date Number of Days in Charge Period Meter Reading (MCF) Type of Meter Read Billed Usage (GJ) Distribution Charges
2015-03-Temperature based from Actual $
2015-04-Temperature based from Actual $
2015-04-Temperature based from Actual $
2015-05-Actual $
2015-05-Temperature based from Actual $
2015-06-Temperature based from Actual $
2015-06-Temperature based from Actual $
2015-07-Temperature based from Actual $
2015-07-Temperature based from Actual $
2015-08-Actual $
2015-08-Temperature based from Actual $
2015-09-Temperature based from Actual $
2015-09-Temperature based from Actual $
2015-10-Temperature based from Actual $
2015-10-Temperature based from Actual $
2015-11-Actual $
2015-11-Temperature based from Actual $
2015-12-Temperature based from Actual $
2015-12-Temperature based from Actual $
2016-01-Actual $
2016-01-Temperature based from Actual $
2016-01-Temperature based from Actual $
2016-02-Actual $
TOTAL $
Total: Billed Usage (GJ) Distribution Charges
Original: $
Janet DCorrected: $
ATCO Gas DIFFERENCE: $
Initial Consumer Rebuttal /* (3000, 7, 2016/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am awaiting for this credit correction? To show up on my *** statementThis response does not explain how my $bill will be reduced and what I can expect my new bill to be ? So is my new bill going to be $instead of the $1300??
Final Business Response /* (4000, 9, 2016/05/31) */
May 30,
*** ***
***
Edmonton, AB ***
RE: Corrected billing
Dear Mr***,
Thank you for your additional communication to ATCO Gas via the Revdex.com (Revdex.com)
Our response dated May 13, 2016; provided detailed information of the corrections processed to your account on May 5, The corrections processed on May 5, go back to March 2015; usage prior to March which was well over GJ was removed from the total adjustmentThe final adjustment along with net new charges was sent to your retailer for billing
In regards to the amount of your statement, we can only advise of the corrections we processed on May 5, A copy of the original and corrected charges was provided with our original responseShould you have questions regarding the distribution portion of you statement, please do not hesitate to contact us; however in regards to the retailer portion of your statement, you will need to discuss that with your retailer
We trust that this information will aid in resolving your questionsShould you require further assistance please contact our Customer Assistance Center at - 5678, Monday through Friday between the hours of 7:00am to 7:00pm, excluding holidaysYou can also reach us by email at [email protected]
Sincerely,
ATCO Gas, Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11810930, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]