A customer was dissatisfied after he was default listed for an old unpaid electricity account. The electricity bill in question was due on 23 July 2009 and he was default listed on 12 June 2014. The customer advised that his electricity company did not:
- advise him that he had missed any payments
- send a reminder or outstanding notice
- notify him about a potential default listing
- contact him to discuss the bill that caused him to default.
While the customer paid the outstanding amount to avoid further contact from the credit collection company, he was unable to resolve the dispute directly with his electricity company and called EWOV on 5 September 2014.
EWOV lodged the complaint as an Assisted Referral, however, the customer recontacted EWOV on 22 September 2014 after the company failed to contact him. As a result, EWOV opened an Investigation.
The company advised EWOV that the default was listed in the amount of $442.59 for amounts accrued from 31 December 2008 to 6 January 2010. It confirmed that the outstanding amount was paid in full and no further payment was required. EWOV requested information about the process that the company followed before listing the default on the customer’s credit file, however, it was not able to provide any substantiation.
Given the company could not substantiate that the correct process had been followed prior to default listing the customer, it agreed to remove it. It advised that this would be removed within 20 business days and provided a direct contact in case the customer had any further questions about the matter. The customer was satisfied with the resolution and the case was closed on 20 October 2014.