Shift in the balance of power
SWITCHING your energy firm can bring gain but also pain for customers if the systems mangle meter readings. This was the root of Maureen Fairhurst’s problem, turning her switch into a two-year saga. Each time the 90-year-old and her daughter Patricia, who handles her affairs, thought it had been sorted, debt collectors would appear demanding payment.
Although the amount, £28.83, was relatively small, the women refused to settle as Maureen, who has never owed money in her life, was sure she didn’t this time. “My mum found it all very upsetting,” says Patricia.
When Maureen moved to a new home in 2014, she supplied gas and electricity readings for the provider ScottishPower. When a bill for £189 was issued, days after she told the company there had been an error, another estimated one was sent just as she was transferring to nPower. “I provided new readings to nPower to start the contract, ScottishPower agreed there had been a mistake and sent another bill – which was correct – and I paid it,” adds Patricia, who then received a further bill for £129 with no explanation.
Another estimated one for gas followed. “Far in excess of units used,” says Patricia. “But when I called to give the reading again I was told it would have to come from nPower. A final demand for the gas followed. We calculated usage from our readings and paid that.”
However, a year later debt collector Sigma Red contacted Maureen. “I explained that we had paid everything and heard nothing more,” adds Patricia.
In February this year, another agency, LCS Financial Services, came calling.
“The woman asked if I would like them to find out how the debt was calculated,” Patricia told Crusader. “I told them ‘yes please’ but all I got were the bills which we had anyway.”
Although ScottishPower is no longer supplying Maureen, we asked the company if it could unravel the mess.
“We closed Mrs Fairhurst’s account based on a reading we received from the new supplier in April 2014,” a spokeswoman explained. “The new account started on a different reading, meaning Mrs Fairhurst was paying twice for 28 units of gas.
“This really should have been corrected or adjusted and we sincerely apologise. We have corrected the overcharge and sent flowers to Mrs Fairhurst.”