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A problem with my electricity supplier led to £1,300 in arrears

A consumer was contacted by her electricity company to inform her that she had accumulated £1,300 in arrears. She contacted us to ask for help. 


We investigated the complaint on behalf of the consumer. We contacted the electricity company to seek further information. This identified that, due to a system error, the supplier had not been undertaking account reviews on a regular basis. As a result, the monthly direct debit had not been amended to cover increased usage and led to an accumulation of arrears. 


  • The electricity supplier apologised for the error.
  • 50% of the arrears were written off. 
  • A repayment plan was set up to assist the consumer in paying off the remaining balance.