Pensioner receives rebate
Mr I was very distraught when he rang EOQ to advise he was due to be disconnected for non-payment of his account. He advised he had paid at the bank but was convinced the teller had "pocketed his money". EOQ contacted the energy supplier to hold disconnection action to allow Mr I time to raise the issue of the missing money with the bank and to gather proof of payment. Mr I was advised by EOQ if he could not obtain proof of payment that it could negotiate a payment plan with the energy supplier.
As a gesture of goodwill EOQ contacted the bank on behalf of Mr I but no proof of payment could be found. After contacting Mr I it was determined he was a single parent with a young baby who had recently lost his wife. During discussions with the customer about payment options it was determined he was not receiving a pensioner rebate. The energy supplier agreed to give Mr I a pensioner rebate and to backdate it to when he had commenced the pension resulting in only a fraction of the amount outstanding.
Payment plan reduces debt
The customer, Ms L, rang EOQ stating she was being threatened with disconnection for non payment of two transferred accounts. She had a direct debit on her current account and was up to date with that account but had not been able to keep to the payment arrangement to clear the outstanding amounts. The energy supplier was now demanding she pay the outstanding amount or face disconnection.
The customer did not have the money to pay the amount that was outstanding. She had unsuccessfully tried to obtain a loan from Centrelink to clear the old debt but the energy supplier had refused to give the customer any further extensions. Ms L said she could increase her direct debit to clear the back debt.
EOQ contacted the energy supplier on her behalf and determined Ms L had a number of arrangements previously that she had not kept. EOQ pointed out that the customer's current account was now up to date and that she was willing to increase her direct debit to clear the back debt. The energy supplier agreed to allow Ms L time to pay off the account by an increase in her direct debit to clear the outstanding debt.
