Some Mercury customers have been incorrectly told they’re behind on their power bills.
They received messages saying the company had “noticed you may have had a couple of missed payments over the last few months,” along with offers of payment support plans and energy efficiency advice.
However, some of those customers actually hadn’t missed any payments at all.
Mercury’s chief customer officer, Suraiya Phillimore-Smith, said the company had found that some customers were mistakenly sent payment support information.
Phillimore-Smith said sorry for the mistake and any confusion or concern it may have caused, adding that the company had already contacted affected customers directly to explain what happened and apologise.
“The first of these communications was sent on Thursday and was intended to provide support information to our customers who have missed payments in recent months.”
“However, we have identified that some customers who did not have overdue balances also received the communication.”
“The message did not affect customers’ accounts, credit status, supply, or payment arrangements. It was an informational communication about the support options available to our customers.”