Tony contacted us after being refused an extension of time to pay a $276 bill. As Uber driver, he had gone into self-isolation due to the COVID-19 pandemic and had asked for an extension. The retailer’s representative insisted on payment by the due date and Tony felt they had been rude and dismissive. He had always paid his bills in full and on time.
Outcome: we referred the matter to the retailer's specialist dispute resolution team, so it could be escalated to a higher level. We advised Tony that he could return to us if an agreed outcome could not be negotiated.
Retailers may be offering extra support for customers impacted by COVID-19. If you are having problems paying your bills, let them know.