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Electric top-up error cost me £90

The Consumer Council were contacted by a consumer regarding a vulnerable family member who had unfortunately made a simple error when topping up his meter. The error effectively meant he had lost £90 and the supplier refused to refund this lost top up.

Action

The Consumer Council contacted both the supplier and NIE Networks to investigate the complaint. 

Resolution

NIE Networks worked alongside the Consumer Council and went over and beyond their call of duty to get information required for the case to prove that the top up had not been used or added to the meter. The Consumer Council was then able to present this information to the supplier and have the lost top up refunded within hours. Both consumers were extremely thankful for the help that was provided and the outcome achieved.