For seven years, Mississauga homeowner Portia Choy unknowingly overpaid for natural gas, only discovering the costly mistake when she compared bills with her neighbor. After an initial refund offer covering just two years, Choy refused to back down—ultimately securing the full $4,500 refund she was owed.
A Hidden Billing Error
Choy first noticed something was wrong when she realized her monthly customer charge was $77, while her neighbor’s was less than $21. After investigating, she discovered that Enbridge had been mistakenly charging her a commercial rate instead of a residential one since 2016.
“I was upset and I didn’t understand how this mistake could be made,” Choy told CTV News.
A Partial Refund Sparks a Fight for Fairness
In September 2024, Enbridge admitted the error but only refunded Choy $1,428, citing company policy that limits refunds to two years of overpayments.
Unsatisfied, Choy took her case to the Ontario Energy Board (OEB) and, with the help of CTV’s Consumer Alert, filed a formal complaint demanding the full amount she was owed.
Victory After OEB Investigation
Following an OEB compliance investigation, Enbridge agreed to refund the remaining $3,000, ensuring Choy was fully reimbursed for all seven years of overbilling.
A spokesperson for the OEB confirmed that they launched an immediate review after Choy’s complaint:
“We were pleased to learn that during our ongoing enquiry, Enbridge provided Ms. Choy a refund for the full period of overbilling.”
The OEB also announced plans to review its utility customer service rules to prevent similar cases in the future.
A Win for Consumers
For Choy, the victory was more than just financial—it was about standing up for fairness.
“This really made my day and made my life happy again,” she said after receiving her full refund.
What to Do If You Suspect Billing Errors
If you believe you’re being overcharged by your electricity or gas provider:
- Review your bill carefully and compare it with similar households.
- Contact your provider and request a review.
- If unresolved, file a complaint with the Ontario Energy Board (OEB), which regulates natural gas and electricity providers.
Choy’s case proves that persistence pays off—and that consumers have the right to fight back against unfair charges.
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