In July 2020 I moved right into a rental property which had Scottish Energy (SP) prepayment meters for each electrical energy and gasoline.
After a number of fruitless makes an attempt to rearrange for a credit score meter to be fitted, I misplaced endurance and, in June 2021, transferred the account to British Fuel. A month later, SP despatched me a invoice for £647 for the gasoline account.
Because it was a prepay account, it was clearly a mistake however SP refused to simply accept it.
I complained however was ignored, so I escalated the grievance and was, once more, ignored. I lastly contacted the Power Ombudsman. SP proposed a treatment to the ombudsman: it could apply the lacking funds to my account, shut the account, ship me a last assertion of £0 together with a written apology explaining what went fallacious, and £140 in compensation. I accepted this and SP was given 28 days to implement the decision.
It hasn’t occurred and I'm at my wits’ finish. I merely can't get SP to resolve this and the ombudsman is laughably toothless, refusing to take any form of stand regardless of the clear lack of cooperation.
EL, by electronic mail
That is an edited model of a really lengthy letter detailing your very poor therapy by SP and the shortcoming of the ombudsman to get the corporate to resolve an issue that ought to have been straightforward to repair. As my Observer colleague Anna Tims has usually highlighted, the corporate’s billing operation generally is a catastrophe zone for customers.
In 2016 it was fined £18m by the regulator for failing to offer even the fundamental degree of service. If our postbag and Trustpilot rankings are consultant, Ofgem wants to take a look at the corporate once more.
I requested SP about your case and it has lastly resolved the matter. It has apologised and blamed an error inside the nationwide gasoline meter database leading to your funds going to a different provider.
You might be nonetheless incredulous that one thing so easy might take so lengthy, however are completely satisfied to have lastly had it put proper.
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