Enbridge
Reviews and Complaints

If you ever plan on contacting them by phone, expect an hour wait and multiple transfers. Poor customer service.

After years of making automatic payments, Enbridge suddenly stopped taking payments out of my bank account, didn't notify me, then months later threatened to take me to Collections for an unpaid ***. No *** with Enbridge has ever been late in the past. Attempted to call *** numerous times to get it resolved and did not get through. Horrible Customer Relations.

They are the worst service in town, unable to resolve basic services like closing or transferring accounts. Their online services often malfunction, and phone contact requires 40 to 80 minutes to reach customer service, where you end up doing their job. As consumers, we're held captive by this company, with our rights violated.

Recently Enbridge destroyed my front lawn to accommodate a neighbours new gas service. (I wish I could include a photo or two) Hey. I get it. Cannot make an omelette without breaking a few eggs! However... It was guaranteed to me by the destruction crew that all would be refurbished to as new conditions. Well, I just finished removing three wheel *** of rock, sticks, cigarette butts and other debris from the so called restoration. I will have to add an additional yard of soil and reseed or preferably lay sod which should have been done from the start. Come on Enbridge... Insist that your sub contractors get it right!

Extremely bad customer service. I am trying to get past bills but online they only keep 2 years of bills. They should keep or allow you access to 7 years' worth. So now I need to show some bills for taxes and I cannot get them online. So I call, well there is no one to talk to via the phone, only automated ***. Their cozE chatbot is terrible, and when you get an agent, they ask you questions, you answer and then the chat times out. ***. SO, I have no recourse but to drive out there in person I guess. They are a lousy company that does not care at all about their customers, since they are virtually a monopoly. Soon as I can I am moving and getting off of gas.

We called in mid October to schedule final reading for our moving date, Nov 4 and few days after new *** was received 4 times higher than previous (estimated consumption). Called again to fix the problem and we received another estimate on the top of the first one and now we owe $402 comparing the previous $44 ***. Called again and waiting to see if they will withdraw that amount or they will fix the problem, it's been 10 days since we contacted them and our account is still showing $402. Our estimate is around $30 for our last *** and hopefully someone will do their job in their accounting department. If you're planing to call them please be ready to be on hold at least one hour.

Who ever runs the billing department in Enbridge gas should find another job. Back in August last year 2021. My last gas provider was *** which Enbridge bought out/took over... whatever. When I received my gas bill statement from Enbridge the following month they #$#% up my gas bill and let me try to figure out what I was supposed to do. As of this statement 1 Feb/22 this will be the first bill I have seen from Enbridge which is now set at $340 because they don't know how to send a bill to there customers on a regular basis. If I had a choice to change gas providers (which I don't) I would tell them where to go. Because everyone loves a company that has a monopoly of the energy sector.

If I could switch to another provider I would. The customer service aspect is horrible. They push for you to use the online platform, which is fine IF they recognize that you have set up an account. It took forever to get a hold of a human on the phone. Once I did it was stated that there was an error on their part. So my account was set up. Now I have yet to see a second bill. I guess they don't like to get paid!? I am currently on hold once again waiting to speak to a customer representative; seems to be no direct phone number to call for my area? And the Online Virtual assistant does absolutely nothing for billing inquiries. It just keeps telling me my account is up to date, however I know that it is past their billing date. This is the second day I have tried calling in.

I would like to complain about Enbridge gas company. There has been unknown charges from them that are not even related to my gas ***. I always pay my bills on time when it comes. Not only that but they recently threatened me to cut the gas in between Oct 3, 2021 Oct 16, 2021. However, I spoke with costumer service a few times and there was no point, they dont understand, or even care about what is going on. That is just about how bad customer service is. So, my question, why do they want to cut the gas even when my bills are paid on time. They have no right what so ever to cut my gas, when my gas bills are paid. Therefore, I am writing this complain to you.So what I want from Enbridge is to do : -To stop *** me -To not give me unknown bills that are not even mine.-To not cut the gas, my gas *** paid on time Thank you

Enbridge introduced a new accounting system in June . This resulted in a new account number. I was unaware of this. I continued to make payments to the old account number. I started receiving phone voice messages that my account was overdue. However, I knew I had paid and the voice message told me to ignore the message if I already did. But the calls persisted. I went to the Engridgegas.com website. However, I could not long as it said that my account was locked. When I went through the process of getting it unlocked, it told me that I had already been sent an email to unlock it earlier that day. But I never received an email in any email folder. On the website I could not find a phone number to call as I was constantly pushed towards self-service through my account. Finally I called the "my gas has been shut off" number and zero'd out then waited *** minutes for someone to become available. Up to this point my service journey was horrible as I was in a loop of having to try and resolve the issue with an account I could not reactivate. But, *** answered my hold and was exceptional person to deal with. She resolved everything in the course of 10 minutes but they would have to go through the old and new accounts to reconcile the payments I had made to the old account number. In summary, the automated service journey is broken resulting in a horrible experience. Dealing with *** was 5 stars and if Enbridge reads these boards, the should know what a gem of customer service she is.The one star in this rating is for the frustrating automated service journey.

I overpaid Enbridge by $1500 on 07/30 and I have been told no less than 5 times different stories on when I will receive the overpayment back. Each time it's either the process or long it takes and due to the size it takes longer. Well I am single person living pay to pay and I need this overpayment back quickly. I find it troubling that we cannot contact any manager or an officer of the company. My account info is

They shut of my gas on Aug 25 2021, to due construction in my area when I wasnt home and left without turning it back on.I made an appointment for August 31, they never showed or called. The second appointment I made for September 2 I told them I leave for work at 2 pm the schedule time was 10am to 1:30pm they showed up at 2:05 as I was leaving they showed up the next day with out an appointment or any heads up and I wasnt home. The 3rd appointment was scheduled for sept 11 and again no show or call.I would like my gas turn on

I haven't received a bill from Enbridge since June, after they took over from the prior service provider. I've called five times since then and received the same response about transitioning to a new computer system and that they're addressing the issue. They sent someone for a meter reading in September, but there was a postal code mix-up. We provided an updated meter reading on September 15th. I called again on October 7th and got the same reply. They've corrected our postal code in their records. We've been in our home for 12 years, consistently receiving our gas bills from the previous provider. I'm hoping for assistance in resolving this with Enbridge to ensure we receive our bills. Sincerely