Account mix up
Customer K had a business and claimed he was constantly sent the next door's business account and that the energy supplier kept turning up to disconnect his business claiming he had not paid his security deposit. He then received a high account which he claimed was his neighbour's account.
He telephone the energy supplier several times to advise they had the wrong address in the computer system. Mr K stated he had been at the address for 7 years and his neighbour had been there for about 10 years. He said the problem started when he had taken over sole charge of the business and changed the account name.
Mr K stated that after changing the name on the account he was sent a request for a new security deposit. When he queried this it was reduced to more than half. He paid the security deposit but when he made further contact with the energy supplier they asked him if he was Mr X (his neighbour's name).
When EOQ contacted the energy supplier it could not determine the correct address from its computer system or from the Council records. It was agreed to send someone to check the meter numbers against the business and the correct street address and update the computer system accordingly. The customer advised that after the energy supplier had checked the meters and corrected his details on the system he did not have any further problems.
