Scot­tish Power writes off £4,161

The Daily Telegraph - Your Money - - READERS’ LETTERS -

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

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