Energy News Brief
Summary
An 85-year-old Australian pensioner, Bill Nedeff, was initially told by energy company ENGIE that he was owed a $10,763 refund due to an overcharge. However, the credit was later reversed into a debt demand of $1,120, followed by debt collector letters. After intervention from the energy ombudsman, ENGIE finally admitted error, confirming Mr. Nedeff was actually overcharged $2,470. The case highlights broader issues of customer service failures and alleged systemic overcharging of loyal customers.
Key Points
- Refund Reversed to Debt: ENGIE informed Bill Nedeff of a $10,763 overcharge credit in June 2025, but later claimed he owed $1,120 and engaged debt collectors.
- Ombudsman Intervention: With his daughter’s help, Mr. Nedeff contacted the SA Energy and Water Ombudsman, leading to a reduction of the disputed debt.
- Company Admission: On December 9, ENGIE conceded Mr. Nedeff owed nothing and had actually been overcharged $2,470, blaming “manual data entry errors.”
- History of Overcharging: Mr. Nedeff’s daughter found their electricity rates had increased over 70% in 2022. ENGIE was recently fined $1.2M in Victoria for poor complaint handling and had to adjust bills for 3,000 SA customers last year.
- “Loyalty Tax” Criticism: Experts argue the market fails consumers, with a “buyer beware” model allowing companies to slowly raise prices for loyal, often vulnerable, customers who don’t regularly switch providers.
- Calls for Reform: There are calls for a “consumer duty” law requiring energy companies to act in customers’ best interests, rather than maximizing their own profits.
能源新闻简报
摘要
澳大利亚85岁的养老金领取者比尔·内德夫收到能源公司ENGIE的通知，称因多收费而欠他10,763澳元退款。但随后这笔信用额被逆转，ENGIE声称他欠债1,120澳元并派出讨债机构。在能源监察专员介入后，ENGIE最终承认错误，确认内德夫实际被多收费2,470澳元。该案件揭示了客户服务失败以及对忠诚客户系统性多收费的广泛问题。
关键点
- 退款变债务：ENGIE在2025年6月通知比尔·内德夫有多收费信用额10,763澳元，但后来却称他欠债1,120澳元并动用讨债机构。
- 监察专员介入：在其女儿帮助下，内德夫联系了南澳能源与水监察专员，导致争议债务金额被降低。
- 公司承认错误：12月9日，ENGIE承认内德夫不欠任何费用，且实际被多收费2,470澳元，归咎于”手动数据输入错误”。
- 多收费历史：内德夫的女儿发现其电价在2022年上涨超过70%。ENGIE近期在维多利亚州因处理投诉不及时被罚款120万澳元，去年还不得不调整了南澳3,000名客户的账单。
- “忠诚税”批评：专家指出，当前”买者自负”的市场模式使公司能够对不常更换供应商的忠诚且往往脆弱的客户悄悄提价。
- 呼吁改革：各方呼吁制定”消费者责任”法，要求能源公司以客户最佳利益行事，而非追求自身利润最大化。
Original Article Link: https://www.abc.net.au/news/2026-01-05/engie-energy-makes-mistake-sends-debt-collectors-after-pensioner/106132388