Why are some Enova customers receiving larger than normal bills?

Why are some Enova Power customers facing high bills? CTV’s Jeff Pickel reports.

Some Enova Power customers are feeling shocked after receiving their latest bills.

Some bills are much more expensive than customers were expecting, but the utility company, which is made up of the former Waterloo North Hydro and Kitchener Wilmot Hydro companies, said the higher figures are temporary as they consolidate their billing process into a unified system.

“Bills have been delayed for customers in Waterloo, Woolwich and Wellesley as our billing system syncs to the new system. This is a one-time delay and we expect that will return to normal billing cycles in the coming weeks,” Kelly McMath, supervisor of communications with Enova Power, said.

McMath said most customers were unaffected by the change, and they are working with customers who were hit by a larger bill.

“We’re being flexible with payment due dates and waiving late payment fees for customers who are affected by those billing delays,” said McMath.

Enova said customers are not required to do anything as they update the account system.

“There’s no need to panic. They can give us a call for reassurance Monday through Friday, 8:30 a.m. to 4:30 p.m., and we’re happy to walk through the changes with them,” McMath said.

You can speak with customer service at Enova by calling 226-896-2200.