Consumer drop-in event helps resolve billing error

We recently helped a local resident recover more than £300, after identifying an error in the charges applied by a utility provider.

The case came to light during our recent Jersey Consumer Fair … On the road event, where we invited Islanders to come and meet our representatives at St John’s Parish Hall, to discuss any consumer concerns or issues that they had.

One visitor to the event arrived with a folder containing several recent bills and correspondence from a utility provider. Although she had concerns about the amount she was being charged, she was unsure whether there had been a genuine mistake, or whether the charges were correct. Like many consumers, she had spent time trying to understand the information but wanted to speak to someone face-to-face to discuss the problem.
We took the time to chat to her and review her documents, and it became clear to us that the ongoing charge was incorrect and that the customer had been paying more than she should have been.

Understandably, she was concerned about the situation and wanted to know what options were available to put things right.
With the customer's permission, the Jersey Consumer Council contacted the company on her behalf to explain the issue and provide details of the apparent billing error. We shared the relevant information and requested that the account be reviewed.

The company have investigated the matter and confirmed that an error had occurred. They have assured us that arrangements will now be made to refund the customer. We will be following this up to make sure it happens. 

The case serves as an important reminder for consumers to regularly check their bills, statements, and account information. Even small discrepancies can add up over time and may go unnoticed if people don’t take the opportunity to review the charges they are paying. Consumers should not hesitate to ask questions if they don’t understand a bill or if something appears unusual.

However, not everyone feels comfortable discussing financial information by email or through an online form. Getting through to someone by telephone can also be difficult, while speaking to a service provider face-to-face is increasingly rare. This can make it difficult to know how to raise concerns or resolve a problem.

Community drop-in events organised by the Jersey Consumer Council provide an opportunity to get help in person. Islanders can meet with Council representatives – and sometimes other consumer organisations – to discuss their concerns in an informal setting and receive practical guidance. Sometimes, a fresh pair of eyes is all it takes to spot a problem and help find a solution. With your permission, we can also take the matter forward on your behalf if needed.

The successful outcome of this particular case demonstrates the benefits of seeking independent advice when dealing with complex billing matters. What initially appeared to be a confusing situation was quickly clarified once the relevant documents had been reviewed, leading to a positive outcome for the consumer.

If you have a consumer issue, concern, or question, we encourage you to come and speak to us at our next ‘On the road’ event, which will take place at St Brelade’s Parish Hall at St Aubin on Thursday, 8 October, from 10.30am to 1.30pm. All are welcome.

We’re holding these smaller drop-in events ahead of our second Jersey Consumer Fair later this year, which we will be announcing the details of soon.