|
SI/2008/5
Following a billing system upgrade, some customers of an energy retailer with direct debit arrangements complained that the retailer had debited amounts considerably larger than those they had agreed to. In some instances the debit appeared to be the full balance of the relevant account and in others a multiple of the agreed amount. Overall, there was no clear correlation between the over-debited amounts and those agreed to by customers.
EWOV received five complaints about this issue, and raised the matter with the Essential Services Commission (ESC). EWOV also met with senior managers of the retailer to discuss this and related issues.
The retailer advised EWOV that all customers would be refunded. The ESC advised EWOV it had written to the retailer seeking a full report on this and related issues. The ESC confirmed that any amounts above the agreed debit had been refunded by the retailer, and advised it would include the issue in its compliance reports.
Return to full list of Systemic issues
|
|
|
|
|