Were you one of the customers who had double payments taken this month? This is what happened and this is what we’re doing to learn from our mistake.
We want to start with a sincere apology to the 680 customers who had double payments taken this month.
It would have come as a surprise, it’s the last thing you need, and we’re deeply regretful this happened.
We have prioritised pooling our resources and team to help put things right, refund those affected, and restore your faith in your home services provider.
An apology is one thing, but why did this happen?
In June we embarked on a new project offering our customers a better tariff, provided by Colorado Energy. We let our customers know we were doing this because:
- We want to offer our customers a better tariff whenever we can
- We want more control over how we supply energy to you so we can offer more value in the future, such as introducing smart meters and green energy
It has been a big job migrating customers to the new supplier and, in the process, a number of you ended up being billed twice in one month.
What are we doing to fix it?
We have all hands on deck to issue refunds and have staffed up on customer service support from the team, so we can speak to all of those in need of clarity or reassurance.
How the refunds work
Once a refund is requested, this will take up to 14 days to be processed.
Why not sooner? Due to the way direct debits work there is always a 5-10 day delay of your funds actually being received. We have to wait for these funds to be received before we can instruct the payment provider to return these monies and this can take up to 5 days.
What are we doing to prevent this from happening again?
It would be naive to suggest we won’t make a mistake in the future as we try to make improvements. However, we are confident that it won’t be the same one.
What we can say is that every step has been taken to learn from this situation and put in processes to correct how we migrate customers from one energy supplier to another.
Got any questions?
If you have any questions for our team about this please feel to get in touch at firstname.lastname@example.org
Thank you for taking the time to read this.