This case took a lot of time and patience to resolve. And that’s just what we do. We’re delighted to have achieved the right outcome for our client.”
Sarah Saywell
Customer Support Specialist
Zenergi
Thank you so much for all your help and patience throughout this whole process. It is reassuring to have the Zenergi team on our side and looking out for our best interests.”
Facilities Manager
Global commercial property insurer
When an error during a company name change resulted in incorrect out-of-contract charges, Zenergi’s client support specialists worked closely with the energy supplier to resolve the issue. After a year of working the case, the account was finally restored to its correct contractual position and a full refund issued.
Our client needed their energy contract to be transferred to reflect a change in company name. During this process, their energy supplier incorrectly completed a Change of Tenancy (CoT), instead of a contract transfer. It meant that the insurance firm was incorrectly placed onto inflated out-of-contract (OCC) rates, leading to substantial overcharging.
Our client support team identified the error as part of our routine checks and we immediately set to work to resolve the issue.
Meanwhile, the energy supplier appointed its debt collectors, who began contacting our client to recover the debt that was accruing on the account.
Our priority was to minimise the stress and financial impact experienced by our client. We investigated the incorrect account setup and challenged the application of OCC rates.
The team worked to ensure that all inaccurate billing was corrected and that rebilling activity accurately reflected the contractual position.
We engaged with the debt collection agency to ensure they remained informed throughout the dispute resolution process, helping to reduce unnecessary pressure on the client.
Over the course of a year, we persevered to resolve the issue. This included multiple direct calls to the supplier, 43 updates submitted on the supplier’s portal and several emails to the supplier’s debt collection team. Finally, we achieved the outcome our client deserved, including:
A full refund
Successful consolidation of the old and new accounts
Removal of incorrect late payment charges
Oversight and resolution of the formal complaint with the supplier
Rebilling of the account to correct the erroneous OCC charges
Coordination with debt collectors to ensure accurate account status updates
thanks to our client support team
All too often, things go wrong, and when they do you need tenacity to put them right. This is what we do every day, and we’re committed to achieving the right outcome for all our clients, however long it takes.”
Rebecca Thomson
Service Excellence Director
Zenergi
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