Relief as missing TrustPower cheques found

By Julia Holmes and Yvette Wakelin
Thousands of TrustPower customers whose cheques went missing in the post will be relieved to know they have now been found.
Power account holders nationwide began calling the Tauranga-based supplier last week claiming to have paid their monthly bill - but TrustPower had no record of the payments.
It is believed up to 6000 of TrustPower's 220,000 New Zealand customers were affected.
But TrustPower community relations manager Graeme Purches said NZ Post called him yesterday afternoon to confirm the cheques had been found at an unspecified location after a week-long investigation.
They were sent straight on to Westpac Bank's box number last night and he expected they would have been processed overnight or early today.
"It's a huge relief to everyone that they have been found, especially to our customer call-centre staff who have a few more grey hairs over it all, and we apologise for the huge inconvenience to our customers."
Mr Purches said he was still waiting on further information from NZ Post as to exactly where the cheques were found and why they had disappeared.
He said TrustPower became aware of the problem last week when it started receiving calls from customers who had paid their accounts but got reminder letters saying they were overdue.
The cheques, sent in pre-paid envelopes with a Westpac box number, had gone missing somewhere between New Zealand Post and the bank, he said.
"We had no idea who the customers were. New Zealand Post confirmed that x-number of cheques were sent to Westpac ... the only way we know is when customers ring us."
Mr Purches said TrustPower had been inundated with calls from customers, who were advised their power would not be disconnected. They were told to cancel their cheques and were offered the option of paying by credit card instead.
One customer from Katikati said he became concerned when, some time after payment was posted, the cheque had still not been presented.
"I rang TrustPower to confirm whether the cheque had been received and was told about the problem. I was worried I might lose my prompt payment discount."
He said the customer services officer offered to put a hold on the account to protect the discount.
Mr Purches said no customers would lose their prompt payment discounts as a result of the misplaced mail.
New Zealand Post spokesperson Ian Long confirmed the worry was now over, after a week-long investigation.
He said New Zealand Post was greatly apologetic for any inconvenience the mistake caused.