Billing blunder

A low-income senior complained that her utility provider had been incorrectly applying her Ontario Electricity Support Program credit to her water bill for more than five years. Because of this error, the woman was being asked to repay approximately $1,800.

RESULT: We inquired with the utility company, which recognized its billing error and agreed to waive half of the amount owed. We also spoke with the municipality, as it was taking over the responsibility for water billing, which confirmed that any amounts owed by residents due to this hydro provider’s billing errors would be free of penalties.