Mistakes in utility bills cause issues for residents

April 3, 2002

Mistakes in utility bills cause issues for residents

Jenna MacNeil

A number of homeowners in the Foothills area are claiming incorrect electricity bills from Epcor are causing them undue frustration and financial hardship.

The utility bills are issued by Epcor but are based on meter readings conducted by Utilicorp Networks Canada. Utilicorp bought the residential accounts in this area from TransAlta in September 2000 and contracted the billing to Epcor in January 2001. Both residents and the companies agree deregulation and the constant shuffling of responsibilities has not been a smooth process.

Barry Blake of Black Diamond saw his electricity use in 2001 shoot up from an average of 800 kilowatt hours (kwh) consumed per bill to more than 3,000 kwh. Blake said nothing changed in the routine of the house to warrant such drastic increases.

Darrin McKelvie also lives in Black Diamond. His electricity use for the past year skyrocketed to over 5,000 kwh per bill, with one month's usage costing him more than $1,000. McKelvie eventually found himself owing almost $3,500.

'We're hoping through this (going public) we might at least protect other people, make them wary enough to check their own bills,' said McKelvie.

'They're just running rampant over everyone,' said Blake of Epcor and Utilicorp. 'It's time someone took them to task.'

Blake said he decided to make his struggle public after seeing a television news story about a couple in Okotoks who was forced to move out of their home after a year-long fight with Utilicorp and Epcor.

The couple faced charges of almost $2,000 after two bills showed unusually high power use. The couple attempted to pay the bills while trying to sort out the problems, but eventually had their power cut off.

'You're guilty until you prove your innocence. That's wrong,' said Blake.

Jeff Welke, a spokesperson for Utilicorp Networks Canada, said the companies are working together to try and solve problems.

'With deregulation, different companies have different roles,' he said. 'But everyone has the shared responsibility to make things right for the customer.'

'There is such a vast variety of things that can happen with electricity customers,' explained Welke.

'When consumption increases quite a bit, it can be a meter reading problem, but on the other hand if someone does a lot of arc-welding in the garage or if the weather gets colder and the house (heating) is inefficient, there can be a fairly dramatic increase,' he said. 'It's always tough to assume there is a problem.'

The two Black Diamond residents maintain their unusual meter readings and electrical bills are clearly inaccurate and the problems should have been dealt with much sooner by the companies.

Blake lives in a modest home with his wife. He said the house measures just under 900 square feet and is heated mostly by a pellet stove. Aside from the standard appliances, Blake said only the computer, television and maybe a lamp will be on during an average evening at home.

'If somebody picked up on the (increased) volume of usage and handed it over to the RCMP, they'd think I have a (marijuana) grow operation,' he said. 'Imagine the embarrassment that would have made for everyone.'

Blake said the problems with his bill have not been as severe as other Foothills consumers but he feels it is in the best interest of everyone to come forward with his story.

Blake had one bill of more than $600 refunded by Epcor (the money was credited to his account). But he said he still has questions about his account and the practices of the companies.

Blake filed a complaint with the Alberta Energy and Utility Board last month. To date, he has had no response and said he is considering additional action against Utilicorp and Epcor.

'I'm not on a witch hunt,' said Blake. 'I just want them to clean up their act so we don't suffer the repercussions.'

'No one should have to do this,' he continued. 'The consumer is always guilty. The corporations need to be held responsible.'

McKelvie agrees with Blake's view. For the past 10 years McKelvie has lived in a 1,400-square-foot home in Black Diamond. His daughter is in bed most nights by eight o'clock and he and his wife generally stay in one room with the television on after that. The home is heated by a wood stove.

McKelvie's bills prior to January 2001 show the family using an average of 800 kwh per month. In March 2001, that figure jumped to 3,129 kwh. Three months later, the bill showed the McKelvies consuming 7,780 kwh. For August and September, the numbers soared over 8,000 kwh.

McKelvie said that's when he realized something was drastically wrong.

'That's when I caught on to what's going on,' he said. 'At this point forward, I started dealing with them. I've gained zero ground.'

McKelvie's meter readings did drop after September 2001, but he maintains the readings were still inaccurate.

Welke said the companies' practice is not to investigate increases in consumption unless there is a request from the consumer.

Now that the Western Wheel has brought McKelvie's situation to Utilicorp's attention, Welke agreed there is a problem.

'It appears to be meter reading errors that resulted in a lot of confusion,' he stated in an interview last week. 'We're working with Epcor on it right now to reach a resolution.'

'We are also sending a customer service representative out to make sure the meter is operating properly so we can get things back in sync,' he said.

Although Welke said Utilicorp's meter readings are 99 per cent accurate, mistakes do occur.

'We do a lot of readings and unfortunately at times there is human error,' he said. 'We apologize to the customers for the inconvenience.'

Welke said it shouldn't be long until these problems are resolved.

But Blake and McKelvie are still unhappy with the companies. Both said the experience has been difficult to handle.

'You can't imagine the frustration I've been through with these people,' said McKelvie.

'My stress level is excruciatingly high,' added Blake, noting the problem is compounded by his struggles with cancer. 'No human being should have to go through this. I don't want my wife having to deal with all this. Why should she, or anyone, go through this grief?'

Blake said this experience is making people like himself and McKelvie wiser.

'It's making a whole lot of people a lot more aware,' he said.

Blake encourages other people having problems with their electric bills to follow his lead by filing a complaint with the utility review board or to contact him at 933-4667.

The Alberta Energy and Utilities Board can be reached by phoning 780-427-4903, e-mailing utilities.concerns@gov.ab.ca or writing to EUB Utilities Branch, 10th floor, 10055-106 Street, Edmonton, Alberta, T5J 2Y2.