Debt waiver granted following Ombudsman involvement
CATEGORYA customer was promised a debt waiver for maintaining payments. The retailer later requested the full debt be repaid.
The customer had been participating in the water service provider’s financial assistance program for two years and was advised that, upon successful completion of the program, the remaining debt would be waived. As the customer approached the end of the program, they sold their property and entered settlement. However, the retailer informed the customer that the full debt would need to be paid before settlement could proceed. The customer felt this was unfair, given their consistent participation in the program and the understanding that the debt would be waived. They complained to us.
Our investigation considered the customer’s payment history, the terms of the financial assistance program, and the timing of the settlement. We also reviewed communications between the customer and the retailer, including a previous offer to waive part of the debt, which the customer had declined.
Following further discussions, the retailer agreed to waive the outstanding balance. The customer was informed and expressed relief and satisfaction with the outcome.
Image credit: Shutterstock.com