Customer believes default listing was issued in error

When a customer discovered she had a default listing due to a debt with her electricity provider, she was confused as she had not been aware she was in debt. Here’s how we helped.

Selena* discovered that she had a default listing on record due to being in debt with her electricity provider. Selena was unaware that she had a debt and that the account was not being paid. At the time the debt had been accrued, she was experiencing a domestic violence situation and did not have access to funds.

A default listing is a record on your credit report that impacts your ability to get credit for financial, telecommunications and energy services. The default listing was negatively impacting Selena’s life making it difficult to move forward. She contacted EWOQ for help.

How EWOQ helped

Selena didn’t believe the Credit Reporting Code had been followed when her default listing had been issued. She was unaware if any attempt had been made to contact her. EWOQ raised an investigation with her provider to check if the correct process had been followed.

We found that the electricity provider had followed the correct process for listing a default. They had issued all the notices required. However, they had not taken Selena’s domestic violence situation into consideration as they were not made aware of her personal circumstances.

Outcome

After being made aware of Selena’s situation, the provider advised they would remove the default listing. The debt would remain payable, but they would contact Selena and work out an affordable payment plan for her.

We explained the outcome to Selena and that she will need to keep her provider updated to make sure credit action doesn’t recommence. Selena was thankful to have the default listing removed from her credit report.

What can you do?

If your personal circumstances mean you’re experiencing financial hardship you should contact your energy and water provider and let them know. Providers have specialised hardship teams who can discuss your options. Some of the help they can offer include payment plans or extensions. This can help stop a debt getting to the point of a default listing.

If you’re worried about being issued a default listing, read more on how to avoid getting a default listing.

*name changed to protect privacy.