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L/2008/36

Mr F was unhappy at receiving reminder and warning notices for his rental of gas cylinders — he said he’d paid the gas company’s agent for the rental in full with his credit card and he had a receipt. Before contacting EWOV, Mr F rang the company twice. He was told his payment may still be going through. He then received a warning notice which said the full amount was still outstanding. He was also charged an $11 late fee. Concerned his deliveries may be stopped, Mr F rang EWOV.

Contacted by EWOV, the LPG retailer said Mr F’s payment hadn’t been processed because the expiry date of his credit card wasn’t submitted. It said its agent had told Mr F this and suggested he check his credit card statement to see whether the payment had gone through. Mr F hadn’t come back with an answer.

To resolve the complaint, the LPG retailer apologised to Mr F and gave him an extension of time to pay. The late fee was to be waived if he paid by the new due date.

In commercial relationships, companies and customers each have responsibilities. In this case, the LPG retailer was responsible for the actions of its agent — and, while he had a receipt, Mr F also had a responsibility to go back to the agent with the payment information as he’d been requested to do.


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