Metergy Solutions review: Metering

Metergy is the contracted service for our condo building. End of April i was in fact sent a 2 week disconnection notice, the sole venue used for these types of notices as per their polices is by mail. They sent it to the wrong address. Portal allows for a mailing address and they used the service address which i do not check often. it is essentially closed for too much junk mail distributed in the area. With no clue there was an issue and as i was current in my payments. On May 13th this year was sent a 2 day notice, by email, I received it at 3pm, missed it but had prepared payment on May 14th in the evening. on May 15th my unit was disconnected about 5 hours before the expiration of the 48 hour notice.The notice says nothing about disconnection and to make contact before 6pm that day, which I did by email. it is typcial to have to wait if you phone, so sent an email about the power and that a payment was sent the day before sent the receipts as well, nothing. Friday. i received and answer to the email from customer service tthat the payment was made on the 14th, and to assist me in setting up the account, this was on Friday at 6pm, so not power for the weekend. the current invoice was not due until the 29the but there was a carried non payment for when they did the same thing last summer, I have tried to talk to them about it, sent my back up, no reponse. I come back to this. I had tried several times to call in, every time there was a long cue and every time took the option for a callback but never got one. Was communicating through email and customer care continuslaly asking about reconnection and informing them that the errors of not following their policies is the reason for the cut off. it was on day 14 that an email sent and a human called back and put me through to credit to schedule a reconnection. First woman hung up on me, more confused than anything as she put me on hold then hung up. She did confirm that the portal was down completely as i was trying to determine the may 29th payment for any balances, 14th, 23rd and 31st. payments were sent, and ended up overpaying the account which they deducted a disconnection fee, because they cut it too early. have already argued the point and was working with OEB, they never ask for back up. The after i set up reconnection, OEB reaches out that it is resolved and the connection is set up, and suggests i apply for financial assistance. So this time they sent me a notice to the wrong documented address, cut off power after a payment was made, and the agent that turned off the meter never came to my door, and i know this as i was workng in my office beside the entry.and dont follow the information on teh 48 hours notice at all, which i did. Throughout the 14 days agents would come back with points listed in policies that justified the disconnection, like the notice was sent but to the wrong address. Their involvement at each stage seemed more about invoicing a charge than helping get reonnected, so for that time basically had no. power, no lights, was charging battery packs constantly etc.. for 14 days. For the disonnection they claim, there was not info on the charge, and a weird amount on my profile, which only started to wokk but payment history was missing and a credit note. Without my knowlecge they just kept the extra funds and put through the first have of the charge. Last June or july same thing happened, they sent me a notice then a 48 hours notice and as i was way disconnected the power. Why this occured is that being self employed, my checks are irregular, so I phone them to tell them about it and i may miss some due dates, and I did. They told me that they noted my account, once verbally and twice in writing yet there were never any notes on the matter. When the became extremely aggressive, 13 texts in one week, I call in to find out there is not notes, even asked to see my file to verify what s on the file. ignored. this incident was so grossly misleading , they caught a time to issue the disconnection ..I was working with OEB, end expected the charge to show up on teh next invoice, but the response OEB was lame and not well investigated, basically receiving Metergy s version and going with that, and both times e i had back up. which they didn't want. I told OEB that my extra check was confiscated, and inquired if they were ending at their resolution or do they continue with the complaint. No answer. Essentially this is a monopoly and they have a contract which they made with the developer and we are stuck with this company until next year, they own the meters as well. so i guess they think they can do what they want. As per their policies, I did not break any of them, while they didnt adhere to them. i might just move.

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