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F/2008/90
Ms T received a higher than usual dual fuel bill, which included some gas backbilling. She didn’t understand some things on the bill and had concerns about its basis. When she first contacted EWOV, Ms T had made one contact only with the retailer, so we referred her back to a designated higher-level contact.
Ms T came back to us saying she was still dissatisfied with the retailer’s response — while the gas backbilling was explained to her, she was told the bill was correct and she needed to pay it. Our investigation found that while the gas backbilling occurred when the retailer corrected its initial — and incorrect — application of the meter data it received from the gas distributor, it was correct.
We did find, however, an error with Ms T’s electricity charges. The off-peak component of Ms T’s electricity had been billed at the peak rate for the past two years. To correct this, her dual fuel bill was recalculated and re-issued. Ms T was satisfied with this outcome.
Billing is the most common issue of customer complaint to EWOV — sometimes our investigation of one issue reveals and resolves another.
This case is representative of the complaints we raised with the ESC in relation to systemic issue SI/2008/2.
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