By The Open Arms Team, Lee Lazenby
With regards to outstanding amounts due to energy providers, the Open Arms team have seen an increase in the threat of disconnection, court summons, and the likes particularly from one energy provider.
On two separate occasions, the participants in question do not owe money but their accounts have been mismanaged in some way or another. Whether this has happened due to the introduction of new technology, insufficient staff training or a lack of communication between departments is unsure as no reason has been given.
Both participants do not have online accounts, so the company was contacted by telephone, and the situation was discussed in detail which led to speedy resolutions.
On another occasion, one elderly gentleman had been trying to pay his bill for several months but was unable to do so due to non-receipt of his bill in the post. The company in question was adamant it had been sent out. Instead, he received two reminder letters requesting payment just weeks apart and within the same month a debtor’s letter arrived in the post.
Again, the Open Arms team stepped in and assisted with the situation and a pre-payment slip was requested for the participant to pay the outstanding balance. Furthermore, a 60-day stop was put in place to stop any future debt letters and enforcement action being received. This reassured the elderly participant immensely and instantly put him at ease. He thanked us profusely and was profoundly grateful as this had been causing him difficulties in his relationship.