Frequently Asked Questions
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Customer Portal, Billing, Payments, and Services
What is an installment sale?
An installment sale is a payment option that lets you spread the cost of purchasing and installing an eligible heat pump or generator under a credit agreement.
Question 2
Credit is offered subject to approval. Eligibility depends on each customer’s situation.
Question 3
Simply contact our team. An advisor will walk you through the available solutions and answer your questions.
Our Installment Sales Program
What is an installment sale?
An installment sale is a payment option that lets you spread the cost of purchasing and installing an eligible heat pump or generator under a credit agreement.
Is the installment sale available to everyone?
Credit is offered subject to approval. Eligibility depends on each customer’s situation.
Where can I get the terms and conditions of the installment sale?
The applicable terms and conditions are provided during a personalized discussion with our team, to reflect your situation and needs.
How can I learn more about the options available?
The installment sale is available for eligible heat pumps and generators only.
How can I learn more about the options available?
Simply contact our team. An advisor will walk you through the available solutions and answer your questions.
Billing
How can I access my account information, such as my balance or payment due date?
Your account will be created and activated on our Customer Portal platform within a short period of time after you sign your installment sales contract. The Customer Contact Centre will then email you your login information. The Customer Portal allows you to view your invoices, payment history, and account information.
If you have not received your Customer Portal login information, please contact the Customer Contact Centre for assistance.
Will I receive a monthly invoice?
Yes. Invoices are issued monthly, and you will be notified by email each time an invoice is available.
If I have questions about my invoice, how can I contact you?
Our customer service team is available by phone Monday to Friday, from 8:30 a.m. to 4:30 p.m., at 1-844-550-ENOV. You can also reach us by email at enov@enbridge.com.
How can I make my payments?
You can make your payments in two ways: by pre-authorized debit from your bank account or by bank transfer.
You can enroll in pre-authorized debit in your Customer Portal. Enrollment is generally completed when you sign your contract. You can confirm this in your Customer Portal or contact our Customer Contact Centre.
To make a bank transfer, add Enbridge Énov to your list of payees in your banking app or at an ATM.
If I move, what should I do with my account?
To report a move, please use our “You are a customer” form, under Customer Service, then Address change, available by clicking here, or contact the Customer Contact Centre.
Repair Service Under an Installment Sale
If my equipment is not working properly, what are my options?
If you experience an issue with your equipment, contact the heating and air-conditioning company that completed the installation to schedule an appointment with one of their certified technicians.