A Nova Scotia Power customer has reported that the utility company sent her account to a collections agency, only to reverse the decision after she publicly shared her frustrating experience.
The Collections Nightmare
The customer, whose case came to light in late November 2025, described the situation as "such a slap in the face" after discovering her account had been forwarded to collections despite her efforts to resolve the matter. The incident highlights the ongoing challenges many Canadians face when dealing with utility providers and billing disputes.
According to the report published on November 21, 2025, the customer had been attempting to address her account concerns through proper channels when she unexpectedly learned that her file had been escalated to a collections agency. This move typically occurs when accounts are considered delinquent and can severely impact an individual's credit rating.
Resolution and Reversal
Following public attention brought to the case by journalist Vanessa Wright, Nova Scotia Power took the unusual step of reversing their collections decision. The utility company reinstated the customer's account and removed the collections status, though the experience left the customer questioning the company's internal processes and customer service protocols.
The timing of this incident coincides with other utility-related concerns across Canada, including a planned West Island power outage that left approximately 64,000 residents without electricity overnight. These parallel incidents underscore the importance of transparent communication between utility providers and their customers.
Broader Implications for Utility Customers
This case serves as a reminder for all utility customers to regularly monitor their accounts and promptly address any billing discrepancies. Experts recommend keeping detailed records of all communications with service providers and following up in writing when disputes arise.
Consumer protection advocates emphasize that customers facing similar situations should immediately contact both the utility company and relevant provincial regulatory bodies. In Nova Scotia, the Utility and Review Board oversees utility companies and can intervene in customer service disputes.
The reversal of the collections decision demonstrates that customer advocacy can produce results, even when dealing with large utility corporations. However, the initial handling of the situation raises questions about the internal checks and balances within Nova Scotia Power's customer service operations.
