My electric bill was in arrears
A consumer contacted us querying high electricity usage as their bill always seemed to be show arrears and they could not understand how the usage was so high.
We contacted the supplier directly and got 24 months history of the consumers bills. When we reviewed the bills we noticed the consumer had been underpaying for their usage for a number of months. The supplier also failed to set up the consumer's direct debit.
The supplier fixed the issue and as a gesture of goodwill, the supplier gave the consumer a £50 credit voucher and set up a new payment plan.