In July 2020 I moved right into a rental property which had Scottish Energy (SP) prepayment meters for each electrical energy and fuel.
After a number of fruitless makes an attempt to rearrange for a credit score meter to be fitted, I misplaced persistence and, in June 2021, transferred the account to British Gasoline. A month later, SP despatched me a invoice for £647 for the fuel account.
Because it was a prepay account, it was clearly a mistake however SP refused to just accept it.
I complained however was ignored, so I escalated the criticism and was, once more, ignored. I lastly contacted the Vitality Ombudsman. SP proposed a treatment to the ombudsman: it will apply the lacking funds to my account, shut the account, ship me a remaining assertion of £0 together with a written apology explaining what went unsuitable, 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 kind 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 simple to repair. As my Observer colleague Anna Tims has typically highlighted, the corporate’s billing operation is usually a catastrophe zone for shoppers.
In 2016 it was fined £18m by the regulator for failing to offer even the essential stage of service. If our postbag and Trustpilot scores are consultant, Ofgem wants to have 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 throughout the nationwide fuel meter database leading to your funds going to a different provider.
You might be nonetheless incredulous that one thing so easy may take so lengthy, however are glad to have lastly had it put proper.
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