Ryden is the largest independent commercial property advisor in the North of the UK with 42 partners and 110 staff across six offices in Edinburgh, Glasgow, Aberdeen, Leeds, London and Manchester.
Ryden approached us with an issue relating to a double billing issue from one of their client’s new properties. The supply was being billed by two different suppliers on two different MPRNs but with the same meter serial number. The unit had been split back in 2015, but never picked up previously.
What DB Energy did
- The account with the incorrect old supplier was closed down and the enquiry with the correct (new supplier) closed down.
- Full reimbursement of the two years incorrectly applied charges was then issued by cheque to the client and the standard cycle of usage, billing and payment for the remaining account resumed.
- Emma, DB Groups Account Manager, raised a DUP enquiry with both suppliers. Transpires that a new meter had been installed and after the client changed supplier, the old supplier continued to bill on the old meter’s details.
- Continuing to liaise with both suppliers, Emma managed to ascertain which was the correct supply contract and secured a full reimbursement for the full two years incorrectly applied charges.
Outcome for Client
Full reimbursement of the two years incorrectly applied charges was then issued by cheque to the client and the standard cycle of usage
Billing and payment for the remaining account resumed.