Scottish Power writes off £4,161

I am enclosing a file about the number of false dawns there have been since we moved to Scottish Power nearly two years ago.

There have been two investigations by the energy ombudsman but the situation is still not resolved. The ombudsman is no longer involved in the matter. I have a written commitment from Scottish Power to waive all charges until the matter is resolved, so we are currently not paying anything to Scottish Power. AG, OXON

You have gas and electricity supplies for your house and an extra gas supply for your swimming pool.

I understand that, thanks to a system problem in 2014, Scottish Power was unable to set up your account. You took the case to the energy ombudsman. Implementing its findings, the company paid £175 for goodwill and energy charges of £2,100 were withdrawn.

A year later you experienced further problems when the tariff came to an end and you tried to update it and submit meter readings. You approached the energy ombudsman again but this time you disagreed with the outcome.

You continued to pursue Scottish Power, particularly about outstanding technical issues with readings being unobtainable and the accounts being incorrectly set up. Scottish Power now anticipated, contrary to what you had understood would happen, introducing a payment plan.

Eleven days after I initially took up your case, you heard from a debt recovery firm.

However, when you rang you learnt that two days before you received its communication Scottish Power had told the agency to stop further action. As you say, the effects of my involvement were beginning to be felt. It took another six weeks, though, with my prompting Scottish Power when I could, for the matter to be finally resolved.

Now, because of the length of time this has taken and by way of an apology, Scottish Power has agreed to cancel a further £2,061 of energy charges for the house and £472 relating to the swimming pool. A goodwill payment of £500 has been applied to the account and it is now fully updated.

You say that without my involvement you might by now be engaged with solicitors as well as debt recovery agents.

would cover the claim and delighted when a drainage specialist was sent out the same day. MM, WEST LOTHIAN

The pipe had settled in some areas and was allowing water to pool and stagnate, with the unpleasant consequences you mention.

You’d had an email from Esure saying: “Further to our conversation earlier please take this email as confirmation that we are able to cover full aspects of your underground services claim.”

Despite this, out of the blue six weeks later you were told that the claim had been repudiated because the problem had been identified as a