Origin gives credit for Archie's overcharged bill
When Origin customer Archie received a bill that was much higher than expected, he was eager to get to the bottom of it. Using the Ajust platform, he was able to get his bill fixed as well as receive a credit for his next bill.
Something doesn’t seem right about this bill
Archie was a new customer at Origin, and had just received his first bill from them. When he opened it, Archie was met with a surprise!
The amount on his bill was so much more than Archie had expected. According to the bill, his energy use as a single person household was that of two people. Something didn’t seem right.
“...There's only one person living in the house for only 5 days a week, so if anything, the cost should be lower than the average for one person, not higher than the average for two!”
Naturally, Archie tried to figure out what must have gone wrong. He explained to us he just moved homes, and that his services took some time to get connected. He thought the bill might have included the previous usage of another customer, as opposed to his own.
Getting overcharged for what was not used
Archie decided to use the Ajust platform to make a complaint with Origin. As this was only his first experience with Origin’s billing process, Archie preferred a simple solution. Archie just wanted his bill revised. He wanted to pay a bill that was fair and move on from the situation.
Ajust asked Archie whether he would like to add any supporting documents with his complaint. He included a screenshot of his bill. This made it easy for Origin to see exactly which bill he wanted to get fixed and what went wrong.
As a consumer, you’re only required to pay for what you have used. If a bill doesn’t seem right then it’s always a good idea to get it checked out just in case. Energy providers will usually have a way for you to inquire about your bill as they understand mistakes can happen and consumers shouldn’t pay for something they don’t owe. Thankfully, Archie was well aware of this and knew he needed to inform Origin of the bill he had received.
Gas and electricity companies sometimes send bills that are not accurate! In case you ever find yourself in this situation, it is good to be able to read your meter so you can have a better understanding of your energy usage. Once you’ve read your meter, contact your energy company so they can revise your bill.
Read our tips on submitting a complaint to your energy company.
Origin gives credit and a revised bill
Archie’s instincts turned out to be correct, and he had in fact been sent a bill from Origin that did not accurately reflect his usage.
Origin responded to the situation by giving Archie credit that would be applied to his next bill. However, Archie let us know that he could not see the credit on his recent bill. Ajust sent a reminder to Origin to make sure everything was resolved. Origin responded the same day and informed us they had sent Archie a revised bill.
We heard no further complaints from Archie regarding the bill, which we take as a good sign that everything has been sorted on his end.
Every consumer simply wants a fair price for what they used. The great part is, providers are usually on the same page about this. So, when a mistake like an incorrect bill appears, we recommend talking to your energy provider about getting the bill revised.
Alternatively, you can use the Ajust platform and we’d be happy to help!
Editor’s note: We’re always excited to share the experiences of consumers that have used Ajust. This Consumer Story is based on a real complaint made through our platform. But we’ve changed some details to protect the consumer's personal information and make the story more enjoyable for our readers.
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