Guiding a Customer Through a Supplier Billing Dispute

The Issue

A valued customer of ours, a solicitors, got in touch to inform us of an additional meter they had taken over, and how this required contracting. They trusted us to secure the most competitive rates and manage the onboarding, followed by handling the COT (Change of Tenancy) process with their previous and acquired suppliers.

However, between the end date of their previous contract and the start date of their new contract, the customer received deemed rates owed to their previous supplier. Unexpectedly, they received a letter from a debt collector demanding payment of the outstanding balance. Having no prior knowledge of this debt and no correspondence from the previous supplier, the customer reached out to our team for assistance in uncovering the cause and resolving the billing issue.

Our Solution

Understanding the urgency and stress this caused the customer, our customer care team immediately liaised with the debt collectors and the previous supplier. After corresponding with all parties, we advised the customer to pay the outstanding balance to prevent further escalation, while we continued to take on the responsibility of investigating the billing situation on their behalf.

We escalated the matter with the previous supplier, advocating strongly for our customer and highlighting their dissatisfaction with the poor communication and unfair treatment. As a result, the previous supplier acknowledged the error and offered a goodwill gesture to compensate for the inconvenience and disturbance caused.

The Results

Thanks to our proactive support and advocacy, the customer’s billing issue was resolved promptly and fairly. This experience not only reinforced their trust in us, but also led them to continue working with us for all future meter additions and contract renewals.

By managing contracts transparently and supporting customers through challenges, we build lasting trust and ensure they continue to benefit from savings in the future. If you’ve faced any issues like this regarding your supplier, don’t hesitate to get in touch for expert customer service. Contact us today for support.