“There is a minor malfunction in Vattenfall’s energy app, but it is not of the same magnitude as at Essent,” says a Vattenfall spokesperson. A total of sixty customers received incorrect advice about the installment amount to be paid.
“The app says ‘you have to pay extra’, but the button says ‘do you want to reduce your installment amount’? This is not correct,” the spokesperson said. The customers should actually increase their installment amount, but lowered it.
Wrong advice
In short, the problem is mainly about an incorrect message in the app. As a result, sixty people followed incorrect advice. They incorrectly adjusted their installment amount.
“Obviously this is very annoying for these customers and every customer must be able to rely on our installment amount advice at all times,” the spokesperson said.
“That is why we are working hard on the solution and expect this to be resolved next Monday morning. We will personally approach customers who have followed incorrect advice with an explanation and solution.”
Higher annual accounts?
Because the disruption occurred for a relatively short time, the one-off adjustment of the installment amount will not lead to a higher annual settlement or additional payment. “Then you must have paid too little for months.”
2023-09-22 12:47:23
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