A utility company that many residents of Calgary deal with is admitting that it is at fault for many mistakes and is blaming new software and a new office for the errors.

In October 2014, Houston-based Direct Energy says it updated its operating systems and shifted call centres, closing one while opening another in Guatemala.

Now, many Calgarians deal with the company in one form or another. If you don’t have a utility contract, then it would be your default natural gas provider.

The company also markets gas and electricity contracts as well.

Executives with the company say that software issues and problems with its new call centre ever since it opened.

Those problems haven’t been more apparent to one Calgary customer, Ronan Wollersheim, whose typo spawned a headache of problems.

In May, when she was paying a bill for $70, she accidentally typed in two extra zeroes, making a payment for $7,000 instead.

She called the company repeatedly to fix the error so they could issue a refund of the overpaid bill, to no avail.

Eventually, Wollersheim needed to take the drastic move of cancelling her account, because representatives told her that was the only way to ensure she would get a full refund.

Now, the company says it has retrained employees and its software engineers have fixed the outstanding issues, so things should be running more smoothly now.

Direct Energy says calls to its customer service line should now resolve any outstanding problems.

(With files from Lea Williams-Doherty)