ComplaintsforATCO Energy
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Complaint Details
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Initial Complaint
10/03/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Hello, October ** in 2019, I started a 5-year bundle for Electricity and *********** from ATCO energy.I chose Guarantee for Electricity and Variable for ***********. Before choosing a rate plan, I have chat with customer service to see if it was possible to change the plan, and I was told that it was possible to change the plan at any time.Last October (Oct. **, 2021), I sent an email to ATCO customer service in order to change the Variable plan of *********** into Guarantee plan. But ATCO replied to the email that when I change the rate plan of ***********, the plan of Electricity will also be changed to the current rate even though I keep the Guarantee rate plan for Electricity (which increases **** cents/kWh to **** cents/kWh for 3-year term). Also I will lose the anniversary credits for the next 3 years. (Email attached)I thought it did not make sense, so I did not change the plan. I think this is unfair and it should be corrected. Please review the attached files regarding the conversation I had with ATCO customer service. Thank you. ********Business response
18/03/2022
Thank you for reaching out. We've reviewed the case, and see that you signed up on an excellent plan compared to what's available in market these days. Well done! There are some great perks in your current plan, including $250 in anniversary credits over the term of your agreement and a very low admin fee.Customer response
21/03/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
***********************
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Contact Information
5302 Forand St SW
2nd Floor East Tower
Calgary, AB T3E 8B4
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.