Mr M moved out of his property and provided his gas retailer with his new address. He discovered that he had a default listing on his credit file for approximately $1,200.00. He was dissatisfied about this as he believed he had not received any correspondence or warning about the default listing. Mr M approached his gas retailer about this, but remained dissatisfied after it failed to fix the issue directly.
Mr M contacted EWOV on 14 September 2015 and an Assisted Referral was raised. As a consequence the retailer contacted Mr M and said it would investigate his concerns. However, the retailer did not re-contact Mr M so he contacted EWOV again on 6 October 2015 and the matter was handled via Real Time Resolution (RTR). During the RTR process, the retailer said it would not remove the default listing as notices had been issued. However, Mr M was again not satisfied with this outcome so the matter was moved to an Investigation.
EWOV asked the gas retailer to provide copies of the default listing warning notices and other documentation including an account reconciliation and contact notes. However, the retailer was unable to confirm some of the steps taken prior to lodging the default listing on Mr M’s credit file.
The retailer removed the default listing from Mr M’s account as it could not confirm that Mr M was sufficiently warned about a default listing as required. As Mr M had been making payments during EWOV’s Investigation, the account balance was just under $1,000. The retailer provided a payment extension for the account balance. Mr M was satisfied with the outcome and the case was closed.