Absolutely awful customer service! If they make a mistake dont expect a quick fix or any fix at all. We opened our account on June 30th, 2022. I said I did NOT want the EPP/authorized payments. I called several times asking for a bill and still did not have one at the end of October. Finally, I received multiple bills but the total owing amount was different each time. As it turns out they had been charging me an EPP rate rather than usage. This was their mistake so I asked to just pay for usage. They said no problem and gave me the due date. Two days later they took nearly $400 out of my account without my permission. I called to inquire what was happening and was told the request to have the money put back into my account had already been made. I asked why this wasnt communicated to me and they had no answer. They said the money would be in my account by Monday morning. It was not, so I called again and was told there was no record of this request being made. I had to have it escalated to a supervisor, who scheduled a callback but never called. Eventually, when I heard back they still had no solution. Finally, in the end, they said the refund into my account was not an option (shows the first person I spoke to flat out didn't tell the truth), and offered an e-transfer. This was left in a voicemail. I called right back to say that was fine. No one has called me back, no transfer. I called to schedule another callback, and was told I would receive one the same day. I have not. It is unacceptable to take money out of an account, especially in these times. Very unhappy and if you can avoid the company somehow, definitely do so!
TL:DR- Enbridge has awful customer service. They withdrew money without permission, do not tell the truth and do not follow up.
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