The Issue:
The Resolution:
As first point of resolution, we asked the client when they had been submitting readings. As an experienced consultant, we are aware that some suppliers will not accept readings unless submitted in a certain timeframe towards the end of the month. In this instance, we found that this was the reason the supplier had not been applying the readings.
We then proceeded to collate all relevant readings from information the client had given us, ahead of emailing and calling the supplier. Our dedicated customer care team began by emailing the supplier, allowing a tangible audit trail to refer back to and to direct the supplier’s agent to on the phone.
We followed this up via phone call, to discuss the issue in more detail with the agent. Our team faced multiple objections from the supplier, stating that the dates were out of the range. However, our team handled these objections by explaining that the most recent reading was within the window, and thus the readings in between should be applied regardless, and that, despite the readings not being on the suppliers desired dates, the reading evidence was indisputable. The agent then applied the readings, as requested, leaving only accurate bills for the customer.
As a further solution for the customer, we asked if they would be interested in a Gas AMR upgrade, to avoid manual reading issues moving forward.
