- Supplier Issue Resolution
- Quick Turnaround
- Dedicated Customer Care
The Issue
One of our customers got in touch after spotting something that didn’t look quite right on their energy bills. They’d recently switched from a DA Flex contract to a fully fixed deal so they could enjoy clearer, more predictable costs. Even so, they noticed they were still being charged for commodity costs — something that shouldn’t have been happening under their new agreement.
Naturally, this raised concerns. A fully fixed contract should mean no unexpected extras creeping in. That’s when they came to us to help sort things out.
Our Solution
Our job was to make sure the customer was billed exactly as their fixed contract promised. To get to the bottom of it, we:
Checked the new contract and confirmed that commodity charges had no place on the bill.
Collected everything we needed — contract details, LOA, invoices, and proof of the switch from DA Flex to fully fixed.
Pulled all the evidence together and raised a case with the supplier to challenge the incorrect charges.
When the supplier took longer than expected to respond and the issue still wasn’t being fixed, we pushed things further. We raised a formal complaint on the customer’s behalf to make sure the problem was dealt with quickly and correctly.
The Results
Once the complaint was escalated, things moved fast. Within two days, the supplier’s complaints team reviewed all the information. They agreed that the billing didn’t match the fixed contract and confirmed the commodity charges should never have been added.
Corrected invoices were issued straight away, with all incorrect charges removed. We went through these with the customer to make sure everything lined up perfectly. They were relieved to have the issue sorted and pleased with how smoothly things were dealt with once we got involved.
This case shows just how valuable it is to have the right support when switching between energy contracts. The customer moved to a fully fixed agreement to bring more stability to their costs, and we made sure that’s exactly what they got.
By reviewing the contract, chasing the supplier, and getting the billing corrected, we protected the customer from unnecessary costs and ensured their agreement was honoured. It’s a great example of how RMC stands by businesses — not just when choosing a contract, but all the way through to making sure they get what they’ve signed up for.
