Sally closed her small business and requested a final bill from her gas supplier. She made two appointments for a special read but a meter reader did not come. Her retailer didn’t respond for some time and then sent an estimated bill for one month for $550.
We investigated and established that the bill actually covered a 4-month period. The retailer recognised there had been poor customer service.
Outcome: The customer’s outstanding bill was reduced, leaving the account $23 in credit.
If you have a billing issue that your provider has not resolved, get in touch.
Tony contacted us after being refused an extension of time to pay a $276 bill. As Uber driver, he had gone into self-isolation due to the COVID-19 pandemic and had asked for an extension. The retailer’s representative insisted on payment by the due date and Tony felt they had been rude and dismissive. He had always paid his bills in full and on time.
Outcome: we referred the matter to the retailer's specialist dispute resolution team, so it could be escalated to a higher level. We advised Tony that he could return to us if an agreed outcome could not be negotiated.
Retailers may be offering extra support for customers impacted by COVID-19. If you are having problems paying your bills, let them know.
